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mod_callcenter: Added value busy_delay_time and reject_delay_time so we can wait if those 2 occur (Un registred phone are considered as busy). Add a ready_time epoch time when we can contact an again again, fix ring-all (good this time I hope).

This commit is contained in:
Marc Olivier Chouinard 2010-08-19 21:43:07 -04:00
parent 4d2cc185b0
commit 8082aa987e
2 changed files with 73 additions and 10 deletions
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2
conf/autoload_configs/callcenter.conf.xml
View File

@ -18,7 +18,7 @@
<!-- WARNING : Configuring XML Tiers will reset the provided level and position if provided.-->
<!-- WARNING : Agents and Tiers XML config shouldn't be used in a multi FS shared DB setup(Not currently supported anyway) -->
<agents>
<!--<agent name="1000@default" type="callback" contact="[call_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" />-->
<!--<agent name="1000@default" type="callback" contact="[call_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />-->
</agents>
<tiers>
<!-- if no level or position is provided, they will default to 1. You should do this to keep db value on restart -->

81
src/mod/applications/mod_callcenter/mod_callcenter.c
View File

@ -205,13 +205,16 @@ static char agents_sql[] =
" max_no_answer INTEGER NOT NULL DEFAULT 0,\n"
" wrap_up_time INTEGER NOT NULL DEFAULT 0,\n"
" reject_delay_time INTEGER NOT NULL DEFAULT 0,\n"
" busy_delay_time INTEGER NOT NULL DEFAULT 0,\n"
" last_bridge_start INTEGER NOT NULL DEFAULT 0,\n"
" last_bridge_end INTEGER NOT NULL DEFAULT 0,\n"
" last_offered_call INTEGER NOT NULL DEFAULT 0,\n"
" last_status_change INTEGER NOT NULL DEFAULT 0,\n"
" no_answer_count INTEGER NOT NULL DEFAULT 0,\n"
" calls_answered INTEGER NOT NULL DEFAULT 0,\n"
" talk_time INTEGER NOT NULL DEFAULT 0\n"
" talk_time INTEGER NOT NULL DEFAULT 0,\n"
" ready_time INTEGER NOT NULL DEFAULT 0\n"
");\n";
@ -629,9 +632,11 @@ static cc_queue_t *load_queue(const char *queue_name)
goto end;
}
// switch_cache_db_test_reactive(dbh, "select count(name) from queues", "drop table queues", queues_sql);
switch_cache_db_test_reactive(dbh, "select count(system_epoch) from members", "drop table members", members_sql);
switch_cache_db_test_reactive(dbh, "select count(max_no_answer) from agents", "drop table agents", agents_sql);
switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", NULL, "alter table agents add ready_time integer not null default 0;"
"alter table agents add reject_delay_time integer not null default 0;"
"alter table agents add busy_delay_time integer not null default 0;");
switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", "drop table agents", agents_sql);
switch_cache_db_test_reactive(dbh, "select count(queue) from tiers", "drop table tiers" , tiers_sql);
switch_mutex_init(&queue->mutex, SWITCH_MUTEX_NESTED, queue->pool);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_INFO, "Added queue %s\n", queue->name);
@ -688,6 +693,9 @@ struct call_helper {
const char *record_template;
int no_answer_count;
int max_no_answer;
int reject_delay_time;
int busy_delay_time;
switch_memory_pool_t *pool;
};
@ -904,7 +912,24 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "ready_time")) {
sql = switch_mprintf("UPDATE agents SET ready_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "busy_delay_time")) {
sql = switch_mprintf("UPDATE agents SET busy_delay_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "reject_delay_time")) {
sql = switch_mprintf("UPDATE agents SET reject_delay_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "type")) {
if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK)) {
result = CC_STATUS_AGENT_INVALID_TYPE;
@ -1098,6 +1123,8 @@ static switch_status_t load_agent(const char *agent_name)
const char *status = switch_xml_attr(x_agent, "status");
const char *max_no_answer = switch_xml_attr(x_agent, "max-no-answer");
const char *wrap_up_time = switch_xml_attr(x_agent, "wrap-up-time");
const char *reject_delay_time = switch_xml_attr(x_agent, "reject-delay-time");
const char *busy_delay_time = switch_xml_attr(x_agent, "busy-delay-time");
if (type) {
cc_status_t res = cc_agent_add(agent_name, type);
@ -1114,6 +1141,12 @@ static switch_status_t load_agent(const char *agent_name)
if (max_no_answer) {
cc_agent_update("max_no_answer", max_no_answer, agent_name);
}
if (reject_delay_time) {
cc_agent_update("reject_delay_time", reject_delay_time, agent_name);
}
if (busy_delay_time) {
cc_agent_update("busy_delay_time", reject_delay_time, agent_name);
}
if (type && res == CC_STATUS_AGENT_ALREADY_EXIST) {
cc_agent_update("type", type, agent_name);
@ -1382,6 +1415,7 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
} else {
int delay_next_agent_call = 0;
/* Agent didn't answer or originate failed */
sql = switch_mprintf("UPDATE members SET state = '%q', serving_agent = '', serving_system = ''"
" WHERE serving_agent = '%q' AND serving_system = '%q' AND uuid = '%q' AND system = 'single_box'",
@ -1393,8 +1427,28 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s Origination Canceled : %s\n",h->agent_name, switch_channel_cause2str(cause));
switch (cause) {
case SWITCH_CAUSE_CALL_REJECTED:
case SWITCH_CAUSE_USER_NOT_REGISTERED: /* When we are calling a unregistred device */
case SWITCH_CAUSE_USER_BUSY: /* Could be the phone is in Do Not Disturb */
delay_next_agent_call = (h->busy_delay_time > delay_next_agent_call?h->busy_delay_time:delay_next_agent_call);
break;
case SWITCH_CAUSE_CALL_REJECTED: /* User could have press the reject call on their phone */
delay_next_agent_call = (h->reject_delay_time > delay_next_agent_call?h->reject_delay_time:delay_next_agent_call);
break;
default:
break;
}
switch (cause) {
case SWITCH_CAUSE_USER_NOT_REGISTERED: /* When we are calling a unregistred device */
case SWITCH_CAUSE_USER_BUSY: /* Could be the phone is in Do Not Disturb */
case SWITCH_CAUSE_CALL_REJECTED: /* User could have press the reject call on their phone */
case SWITCH_CAUSE_ORIGINATOR_CANCEL:
if (delay_next_agent_call > 0) {
char ready_epoch[64];
switch_snprintf(ready_epoch, sizeof(ready_epoch), "%" SWITCH_TIME_T_FMT, switch_epoch_time_now(NULL) + delay_next_agent_call); /* Make the time configurable */
cc_agent_update("ready_time", ready_epoch , h->agent_name);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s Sleeping for %d secondes\n", h->agent_name, delay_next_agent_call);
}
break;
default:
tiers_state = CC_TIER_STATE_NO_ANSWER;
@ -1530,6 +1584,9 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
h->record_template = switch_core_strdup(h->pool, cbt->record_template);
h->no_answer_count = atoi(argv[4]);
h->max_no_answer = atoi(argv[5]);
h->reject_delay_time = atoi(argv[6]);
h->busy_delay_time = atoi(argv[7]);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_RECEIVING), h->agent_name);
@ -1591,7 +1648,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
cbt.strategy = queue_strategy;
cbt.record_template = queue_record_template;
if (!strcasecmp(queue->strategy, "longest-idle-agent") || !strcasecmp(queue_strategy, "roundrobin") /* TODO TMP backward compatibility for taxi dispatch setup */) {
if (!strcasecmp(queue->strategy, "longest-idle-agent")) {
sql_order_by = switch_mprintf("level, agents.last_offered_call, position");
} else if (!strcasecmp(queue_strategy, "agent-with-least-talk-time")) {
sql_order_by = switch_mprintf("level, agents.talk_time, position");
@ -1610,16 +1667,18 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
sql_order_by = switch_mprintf("level, position");
}
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (tiers.state = '%q' OR tiers.state = '%q')"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND agents.state = '%q' AND last_bridge_end < (%ld - wrap_up_time)"
" AND agents.ready_time <= %ld"
" ORDER BY %q",
queue_name,
cc_tier_state2str(CC_TIER_STATE_READY), cc_tier_state2str(CC_TIER_STATE_NO_ANSWER),
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
cc_agent_state2str(CC_AGENT_STATE_WAITING), (long) switch_epoch_time_now(NULL),
(long) switch_epoch_time_now(NULL),
sql_order_by);
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
@ -1660,7 +1719,7 @@ void *SWITCH_THREAD_FUNC cc_agent_dispatch_thread_run(switch_thread_t *thread, v
while (globals.running == 1) {
char *sql = NULL;
sql = switch_mprintf("SELECT queue,uuid,caller_number,caller_name,joined_epoch,(%ld-joined_epoch)+base_score+skill_score AS score FROM members"
" WHERE state = '%q' OR (serving_agent != 'ring-all' AND state = '%q') ORDER BY score DESC",
" WHERE state = '%q' OR (serving_agent = 'ring-all' AND state = '%q') ORDER BY score DESC",
(long) switch_epoch_time_now(NULL),
cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
@ -1744,7 +1803,6 @@ void *SWITCH_THREAD_FUNC cc_member_thread_run(switch_thread_t *thread, void *obj
/* If Agent Logoff, we might need to recalculare score based on skill */
/* Play Announcement in order */
// switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "MEMBER WAITING QUEUE EXECUTE\n");
switch_yield(100000);
}
switch_core_session_rwunlock(member_session);
@ -1963,6 +2021,9 @@ static int list_result_callback(void *pArg, int argc, char **argv, char **column
"callcenter_config agent set status [agent_name] [status] | " \
"callcenter_config agent set state [agent_name] [state] | " \
"callcenter_config agent set contact [agent_name] [contact] | " \
"callcenter_config agent set ready_time [agent_name] [wait till epoch] | "\
"callcenter_config agent set reject_delay_time [agent_name] [wait second] | "\
"callcenter_config agent set busy_delay_time [agent_name] [wait second] | "\
"callcenter_config agent get status [agent_name] | " \
"callcenter_config tier add [queue_name] [agent_name] [level] [position] | " \
"callcenter_config tier set state [queue_name] [agent_name] [state] | " \
@ -2118,7 +2179,6 @@ SWITCH_STANDARD_API(cc_config_api_function)
} else if (section && !strcasecmp(section, "tier")) {
if (action && !strcasecmp(action, "add")) {
// queue, agent, level, position, state
if (argc-initial_argc < 4) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
@ -2334,6 +2394,9 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
switch_console_set_complete("add callcenter_config agent set status");
switch_console_set_complete("add callcenter_config agent set state");
switch_console_set_complete("add callcenter_config agent set contact");
switch_console_set_complete("add callcenter_config agent set ready_time");
switch_console_set_complete("add callcenter_config agent set reject_delay_time");
switch_console_set_complete("add callcenter_config agent set busy_delay_time");
switch_console_set_complete("add callcenter_config agent get status");
switch_console_set_complete("add callcenter_config agent list");