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mod_callcenter: Add tiers rules before jumping to a different level. Also added support for dial-in agent.

This commit is contained in:
Marc Olivier Chouinard 2010-08-25 21:40:33 -04:00
parent be36f97e03
commit 86c9bed758
2 changed files with 136 additions and 26 deletions
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6
conf/autoload_configs/callcenter.conf.xml
View File

@ -10,6 +10,10 @@
<param name="moh-sound" value="$${hold_music}"/> <param name="moh-sound" value="$${hold_music}"/>
<!--<param name="record-template" value="$${base_dir}/recordings/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>--> <!--<param name="record-template" value="$${base_dir}/recordings/${strftime(%Y-%m-%d-%H-%M-%S)}.${destination_number}.${caller_id_number}.${uuid}.wav"/>-->
<param name="time-base-score" value="system"/> <param name="time-base-score" value="system"/>
<param name="tier-rules-apply" value="false"/>
<param name="tier-rule-wait-second" value="300"/>
<param name="tier-rule-wait-multiply-level" value="true"/>
<param name="tier-rule-no-agent-no-wait" value="false"/>
</queue> </queue>
</queues> </queues>
@ -22,7 +26,7 @@
</agents> </agents>
<tiers> <tiers>
<!-- if no level or position is provided, they will default to 1. You should do this to keep db value on restart --> <!-- if no level or position is provided, they will default to 1. You should do this to keep db value on restart -->
<!-- <tier agent="1000@default" queue="support@default" level="1" position="1"/> --> <!-- <tier agent="1000@default" queue="support@default" level="0" position="1"/> -->
</tiers> </tiers>
</configuration> </configuration>

156
src/mod/applications/mod_callcenter/mod_callcenter.c
View File

@ -34,6 +34,7 @@
#define CALLCENTER_EVENT "callcenter::info" #define CALLCENTER_EVENT "callcenter::info"
#define CC_AGENT_TYPE_CALLBACK "Callback" #define CC_AGENT_TYPE_CALLBACK "Callback"
#define CC_AGENT_TYPE_UUID_STANDBY "uuid-standby"
#define CC_SQLITE_DB_NAME "callcenter" #define CC_SQLITE_DB_NAME "callcenter"
/* TODO /* TODO
@ -188,7 +189,7 @@ static char agents_sql[] =
" name VARCHAR(255),\n" " name VARCHAR(255),\n"
" system VARCHAR(255),\n" " system VARCHAR(255),\n"
" uuid VARCHAR(255),\n" " uuid VARCHAR(255),\n"
" type VARCHAR(255),\n" // Callback , Dial in... " type VARCHAR(255),\n" /* Callback , Dial in...*/
" contact VARCHAR(255),\n" " contact VARCHAR(255),\n"
" status VARCHAR(255),\n" " status VARCHAR(255),\n"
/*User Personal Status /*User Personal Status
@ -235,6 +236,7 @@ static char tiers_sql[] =
" level INTEGER NOT NULL DEFAULT 1,\n" " level INTEGER NOT NULL DEFAULT 1,\n"
" position INTEGER NOT NULL DEFAULT 1\n" ");\n"; " position INTEGER NOT NULL DEFAULT 1\n" ");\n";
static switch_xml_config_int_options_t config_int_0_10000 = { SWITCH_TRUE, 0, SWITCH_TRUE, 10000 };
const char * cc_tier_state2str(cc_tier_state_t state) const char * cc_tier_state2str(cc_tier_state_t state)
{ {
@ -378,6 +380,11 @@ struct cc_queue {
char *moh; char *moh;
char *record_template; char *record_template;
char *time_base_score; char *time_base_score;
switch_bool_t tier_rules_apply;
uint32_t tier_rule_wait_second;
switch_bool_t tier_rule_wait_multiply_level;
switch_bool_t tier_rule_no_agent_no_wait;
switch_mutex_t *mutex; switch_mutex_t *mutex;
switch_thread_rwlock_t *rwlock; switch_thread_rwlock_t *rwlock;
@ -475,6 +482,10 @@ cc_queue_t *queue_set_config(cc_queue_t *queue)
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "moh-sound", SWITCH_CONFIG_STRING, 0, &queue->moh, NULL, &queue->config_str_pool, NULL, NULL); SWITCH_CONFIG_SET_ITEM(queue->config[i++], "moh-sound", SWITCH_CONFIG_STRING, 0, &queue->moh, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "record-template", SWITCH_CONFIG_STRING, 0, &queue->record_template, NULL, &queue->config_str_pool, NULL, NULL); SWITCH_CONFIG_SET_ITEM(queue->config[i++], "record-template", SWITCH_CONFIG_STRING, 0, &queue->record_template, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "time-base-score", SWITCH_CONFIG_STRING, 0, &queue->time_base_score, "queue", &queue->config_str_pool, NULL, NULL); SWITCH_CONFIG_SET_ITEM(queue->config[i++], "time-base-score", SWITCH_CONFIG_STRING, 0, &queue->time_base_score, "queue", &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rules-apply", SWITCH_CONFIG_BOOL, 0, &queue->tier_rules_apply, SWITCH_FALSE, NULL, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-wait-second", SWITCH_CONFIG_INT, 0, &queue->tier_rule_wait_second, 0, &config_int_0_10000, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-wait-multiply-level", SWITCH_CONFIG_BOOL, 0, &queue->tier_rule_wait_multiply_level, SWITCH_FALSE, NULL, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-no-agent-no-wait", SWITCH_CONFIG_BOOL, 0, &queue->tier_rule_no_agent_no_wait, SWITCH_TRUE, NULL, NULL, NULL);
switch_assert(i < CC_QUEUE_CONFIGITEM_COUNT); switch_assert(i < CC_QUEUE_CONFIGITEM_COUNT);
@ -689,6 +700,8 @@ struct call_helper {
const char *agent_name; const char *agent_name;
const char *agent_system; const char *agent_system;
const char *agent_status; const char *agent_status;
const char *agent_type;
const char *agent_uuid;
const char *originate_string; const char *originate_string;
const char *record_template; const char *record_template;
int no_answer_count; int no_answer_count;
@ -737,7 +750,7 @@ cc_status_t cc_agent_add(const char *agent, const char *type)
cc_status_t result = CC_STATUS_SUCCESS; cc_status_t result = CC_STATUS_SUCCESS;
char *sql; char *sql;
if (!strcasecmp(type, CC_AGENT_TYPE_CALLBACK)) { if (!strcasecmp(type, CC_AGENT_TYPE_CALLBACK) || !strcasecmp(type, CC_AGENT_TYPE_UUID_STANDBY)) {
char res[256] = ""; char res[256] = "";
/* Check to see if agent already exist */ /* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent); sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
@ -905,7 +918,12 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen
result = CC_STATUS_AGENT_INVALID_STATE; result = CC_STATUS_AGENT_INVALID_STATE;
goto done; goto done;
} }
} else if (!strcasecmp(key, "uuid")) {
sql = switch_mprintf("UPDATE agents SET uuid = '%q', system = 'single_box' WHERE name = '%q'", value, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "contact")) { } else if (!strcasecmp(key, "contact")) {
sql = switch_mprintf("UPDATE agents SET contact = '%q', system = 'single_box' WHERE name = '%q'", value, agent); sql = switch_mprintf("UPDATE agents SET contact = '%q', system = 'single_box' WHERE name = '%q'", value, agent);
cc_execute_sql(NULL, sql, NULL); cc_execute_sql(NULL, sql, NULL);
@ -931,7 +949,7 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen
result = CC_STATUS_SUCCESS; result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "type")) { } else if (!strcasecmp(key, "type")) {
if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK)) { if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK) && strcasecmp(value, CC_AGENT_TYPE_UUID_STANDBY)) {
result = CC_STATUS_AGENT_INVALID_TYPE; result = CC_STATUS_AGENT_INVALID_TYPE;
goto done; goto done;
} }
@ -1272,17 +1290,38 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_safe_free(sql); switch_safe_free(sql);
goto done; goto done;
} }
switch_event_create(&ovars, SWITCH_EVENT_REQUEST_PARAMS); if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_CALLBACK)) {
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_uuid", "%s", h->member_uuid); switch_event_create(&ovars, SWITCH_EVENT_REQUEST_PARAMS);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_pre_answer_uuid", "%s", h->member_uuid); switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_uuid", "%s", h->member_uuid);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "ignore_early_media", "true"); switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_pre_answer_uuid", "%s", h->member_uuid);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "ignore_early_media", "true");
t_agent_called = switch_epoch_time_now(NULL); t_agent_called = switch_epoch_time_now(NULL);
dialstr = switch_mprintf("%s", h->originate_string); dialstr = switch_mprintf("%s", h->originate_string);
status = switch_ivr_originate(NULL, &agent_session, &cause, dialstr, 60, NULL, h->member_caller_name, h->member_caller_number, NULL, ovars, SOF_NONE, NULL); status = switch_ivr_originate(NULL, &agent_session, &cause, dialstr, 60, NULL, h->member_caller_name, h->member_caller_number, NULL, ovars, SOF_NONE, NULL);
switch_safe_free(dialstr); switch_safe_free(dialstr);
switch_event_destroy(&ovars); switch_event_destroy(&ovars);
} else if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)) {
agent_session = switch_core_session_locate(h->agent_uuid);
if (agent_session) {
switch_channel_t *agent_channel = switch_core_session_get_channel(agent_session);
switch_event_t *event;
const char *cc_warning_tone = switch_channel_get_variable(agent_channel, "cc_warning_tone");
/* Playback this to the agent */
if (cc_warning_tone && switch_event_create(&event, SWITCH_EVENT_COMMAND) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "call-command", "execute");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "execute-app-name", "playback");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "execute-app-arg", cc_warning_tone);
switch_core_session_queue_private_event(agent_session, &event, SWITCH_TRUE);
}
status = SWITCH_STATUS_SUCCESS;
} else {
cc_agent_update("status", cc_agent_status2str(CC_AGENT_STATUS_LOGGED_OUT), h->agent_name);
cc_agent_update("uuid", "", h->agent_name);
}
}
if (status == SWITCH_STATUS_SUCCESS) { if (status == SWITCH_STATUS_SUCCESS) {
/* Agent Answered */ /* Agent Answered */
@ -1387,8 +1426,9 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%ld", (long) switch_epoch_time_now(NULL)); switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%ld", (long) switch_epoch_time_now(NULL));
/* Update Agents Items */ /* Update Agents Items */
sql = switch_mprintf("UPDATE agents SET uuid = '', last_bridge_end = %ld, talk_time = talk_time + (%ld-last_bridge_start) WHERE name = '%q' AND system = '%q';" /* Do not remove uuid of the agent if we are a standby agent */
, (long) switch_epoch_time_now(NULL), (long) switch_epoch_time_now(NULL), h->agent_name, h->agent_system); sql = switch_mprintf("UPDATE agents SET %q last_bridge_end = %ld, talk_time = talk_time + (%ld-last_bridge_start) WHERE name = '%q' AND system = '%q';"
, (strcasecmp(h->agent_type, "uuid-standby")?"uuid = '',":""), (long) switch_epoch_time_now(NULL), (long) switch_epoch_time_now(NULL), h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL); cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql); switch_safe_free(sql);
@ -1511,7 +1551,13 @@ struct agent_callback {
const char *joined_epoch; const char *joined_epoch;
const char *strategy; const char *strategy;
const char *record_template; const char *record_template;
switch_bool_t tier_rules_apply;
uint32_t tier_rule_wait_second;
switch_bool_t tier_rule_wait_multiply_level;
switch_bool_t tier_rule_no_agent_no_wait;
int tier; int tier;
int tier_agent_available;
}; };
typedef struct agent_callback agent_callback_t; typedef struct agent_callback agent_callback_t;
@ -1520,10 +1566,58 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
agent_callback_t *cbt = (agent_callback_t *) pArg; agent_callback_t *cbt = (agent_callback_t *) pArg;
char *sql = NULL; char *sql = NULL;
char res[256]; char res[256];
char *agent_status = argv[2];
char *agent_tier_state = argv[8];
char *agent_last_bridge_end = argv[9];
char *agent_wrap_up_time = argv[10];
char *agent_state = argv[11];
char *agent_ready_time = argv[12];
char *agent_tier_level = argv[13];
char *agent_type = argv[14];
char *agent_uuid = argv[15];
/* More Advanced rules based on On Break still being available for near future call */ switch_bool_t contact_agent = SWITCH_TRUE;
if (!strcasecmp(argv[2], cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK))) {
return 0; /* Skip this agent for the moment */ /* Check if we switch to a different tier, if so, check if we should continue further for that member */
if (cbt->tier_rules_apply == SWITCH_TRUE && atoi(agent_tier_level) > cbt->tier) {
/* Continue if no agent was logged in in the previous tier and noagent = true */
if (cbt->tier_rule_no_agent_no_wait == SWITCH_TRUE && cbt->tier_agent_available == 0) {
cbt->tier = atoi(agent_tier_level);
/* Multiple the tier level by the tier wait time */
} else if (cbt->tier_rule_wait_multiply_level == SWITCH_TRUE && (long) switch_epoch_time_now(NULL) - atol(cbt->joined_epoch) >= atoi(agent_tier_level) * cbt->tier_rule_wait_second) {
cbt->tier = atoi(agent_tier_level);
cbt->tier_agent_available = 0;
/* Just check if joined is bigger than next tier wait time */
} else if (cbt->tier_rule_wait_multiply_level == SWITCH_FALSE && (long) switch_epoch_time_now(NULL) - atol(cbt->joined_epoch) >= cbt->tier_rule_wait_second) {
cbt->tier = atoi(agent_tier_level);
cbt->tier_agent_available = 0;
} else {
/* We are not allowed to continue to the next tier of agent */
return 1;
}
}
cbt->tier_agent_available++;
/* If Agent is not in a acceptable tier state, continue */
if (! (!strcasecmp(agent_tier_state, cc_tier_state2str(CC_TIER_STATE_NO_ANSWER)) || !strcasecmp(agent_tier_state, cc_tier_state2str(CC_TIER_STATE_READY)))) {
contact_agent = SWITCH_FALSE;
}
if (! (!strcasecmp(agent_state, cc_agent_state2str(CC_AGENT_STATE_WAITING)))) {
contact_agent = SWITCH_FALSE;
}
if (! (atol(agent_last_bridge_end) < ((long) switch_epoch_time_now(NULL) - atol(agent_wrap_up_time)))) {
contact_agent = SWITCH_FALSE;
}
if (! (atol(agent_ready_time) <= (long) switch_epoch_time_now(NULL))) {
contact_agent = SWITCH_FALSE;
}
if (! (strcasecmp(agent_status, cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK)))) {
contact_agent = SWITCH_FALSE;
}
if (contact_agent == SWITCH_FALSE) {
return 0; /* Continue to next Agent */
} }
/* If agent isn't on this box */ /* If agent isn't on this box */
@ -1577,6 +1671,8 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
h->agent_name = switch_core_strdup(h->pool, argv[1]); h->agent_name = switch_core_strdup(h->pool, argv[1]);
h->agent_system = switch_core_strdup(h->pool, "single_box"); h->agent_system = switch_core_strdup(h->pool, "single_box");
h->agent_status = switch_core_strdup(h->pool, argv[2]); h->agent_status = switch_core_strdup(h->pool, argv[2]);
h->agent_type = switch_core_strdup(h->pool, agent_type);
h->agent_uuid = switch_core_strdup(h->pool, agent_uuid);
h->member_joined_epoch = switch_core_strdup(h->pool, cbt->joined_epoch); h->member_joined_epoch = switch_core_strdup(h->pool, cbt->joined_epoch);
h->member_caller_name = switch_core_strdup(h->pool, cbt->caller_name); h->member_caller_name = switch_core_strdup(h->pool, cbt->caller_name);
h->member_caller_number = switch_core_strdup(h->pool, cbt->caller_number); h->member_caller_number = switch_core_strdup(h->pool, cbt->caller_number);
@ -1622,6 +1718,10 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
char *queue_name = NULL; char *queue_name = NULL;
char *queue_strategy = NULL; char *queue_strategy = NULL;
char *queue_record_template = NULL; char *queue_record_template = NULL;
switch_bool_t tier_rules_apply;
uint32_t tier_rule_wait_second;
switch_bool_t tier_rule_wait_multiply_level;
switch_bool_t tier_rule_no_agent_no_wait;
agent_callback_t cbt; agent_callback_t cbt;
if (!argv[0] || !(queue = get_queue(argv[0]))) { if (!argv[0] || !(queue = get_queue(argv[0]))) {
@ -1630,6 +1730,10 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
} else { } else {
queue_name = strdup(queue->name); queue_name = strdup(queue->name);
queue_strategy = strdup(queue->strategy); queue_strategy = strdup(queue->strategy);
tier_rules_apply = queue->tier_rules_apply;
tier_rule_wait_second = queue->tier_rule_wait_second;
tier_rule_wait_multiply_level = queue->tier_rule_wait_multiply_level;
tier_rule_no_agent_no_wait = queue->tier_rule_no_agent_no_wait;
if (queue->record_template) { if (queue->record_template) {
queue_record_template = strdup(queue->record_template); queue_record_template = strdup(queue->record_template);
@ -1639,7 +1743,14 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
} }
memset(&cbt, 0, sizeof(cbt)); memset(&cbt, 0, sizeof(cbt));
cbt.tier = 1; cbt.tier = 0;
cbt.tier_agent_available = 0;
cbt.tier_rules_apply = tier_rules_apply;
cbt.tier_rule_wait_second = tier_rule_wait_second;
cbt.tier_rule_wait_multiply_level = tier_rule_wait_multiply_level;
cbt.tier_rule_no_agent_no_wait = tier_rule_no_agent_no_wait;
cbt.uuid = argv[1]; cbt.uuid = argv[1];
cbt.caller_number = argv[2]; cbt.caller_number = argv[2];
cbt.caller_name = argv[3]; cbt.caller_name = argv[3];
@ -1667,18 +1778,12 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
sql_order_by = switch_mprintf("level, position"); sql_order_by = switch_mprintf("level, position");
} }
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)" sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time,tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.level, agents.type, agents.uuid FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'" " 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.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", " ORDER BY %q",
queue_name, 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_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); sql_order_by);
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */); cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
@ -2393,6 +2498,7 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
switch_console_set_complete("add callcenter_config agent del"); switch_console_set_complete("add callcenter_config agent del");
switch_console_set_complete("add callcenter_config agent set status"); 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 state");
switch_console_set_complete("add callcenter_config agent set uuid");
switch_console_set_complete("add callcenter_config agent set contact"); 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 ready_time");
switch_console_set_complete("add callcenter_config agent set reject_delay_time"); switch_console_set_complete("add callcenter_config agent set reject_delay_time");