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Merge pull request #816 in FS/freeswitch from ~FLOKR/freeswitch:feature/FS-9079-adding-new-strategy-to-mod_callcenter to master 

* commit '8b42c77c3b63abd0f75819cc183150663cc58a1d':
  FS-9079: [mod_callcenter] Add ring-progressively strategy
This commit is contained in:
Italo Rossi 2016-05-02 12:42:10 -05:00
parent 96e963d3eb 8b42c77c3b
commit 8e112294bf
1 changed files with 95 additions and 14 deletions
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109
src/mod/applications/mod_callcenter/mod_callcenter.c
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@ -432,6 +432,7 @@ struct cc_queue {
uint32_t announce_freq;
char *record_template;
char *time_base_score;
uint32_t ring_progressively_delay;
switch_bool_t tier_rules_apply;
uint32_t tier_rule_wait_second;
@ -542,6 +543,7 @@ cc_queue_t *queue_set_config(cc_queue_t *queue)
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "announce-frequency", SWITCH_CONFIG_INT, 0, &queue->announce_freq, 0, &config_int_0_86400, 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++], "ring-progressively-delay", SWITCH_CONFIG_INT, 0, &queue->ring_progressively_delay, NULL, &config_int_0_86400, 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_86400, NULL, NULL);
@ -1701,13 +1703,13 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
}
if (!strcasecmp(h->queue_strategy,"ring-all")) {
if (!strcasecmp(h->queue_strategy,"ring-all") || !strcasecmp(h->queue_strategy,"ring-progressively")) {
char res[256];
/* Map the Agent to the member */
sql = switch_mprintf("UPDATE members SET serving_agent = '%q', serving_system = 'single_box', state = '%q'"
" WHERE state = '%q' AND uuid = '%q' AND system = 'single_box' AND serving_agent = 'ring-all'",
" WHERE state = '%q' AND uuid = '%q' AND system = 'single_box' AND serving_agent = '%q'",
h->agent_name, cc_member_state2str(CC_MEMBER_STATE_TRYING),
cc_member_state2str(CC_MEMBER_STATE_TRYING), h->member_uuid);
cc_member_state2str(CC_MEMBER_STATE_TRYING), h->member_uuid, h->queue_strategy);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
@ -1725,6 +1727,8 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_core_session_hupall_matching_var("cc_member_pre_answer_uuid", h->member_uuid, SWITCH_CAUSE_LOSE_RACE);
}
t_agent_answered = local_epoch_time_now(NULL);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
@ -2079,9 +2083,9 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
}
}
if (!strcasecmp(cbt->strategy,"ring-all")) {
if (!strcasecmp(cbt->strategy,"ring-all") || !strcasecmp(cbt->strategy,"ring-progressively")) {
/* Check if member is a ring-all mode */
sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = 'ring-all' AND uuid = '%q' AND system = 'single_box'", cbt->member_uuid);
sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = '%q' AND uuid = '%q' AND system = 'single_box'", cbt->strategy, cbt->member_uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
@ -2135,6 +2139,15 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
h->busy_delay_time = atoi(agent_busy_delay_time);
h->no_answer_delay_time = atoi(agent_no_answer_delay_time);
if (!strcasecmp(cbt->strategy, "ring-progressively")) {
switch_core_session_t *member_session = switch_core_session_locate(cbt->member_session_uuid);
if (member_session) {
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
switch_channel_set_variable_printf(member_channel, "cc_last_originated_call", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_core_session_rwunlock(member_session);
}
}
if (!strcasecmp(cbt->strategy, "top-down")) {
switch_core_session_t *member_session = switch_core_session_locate(cbt->member_session_uuid);
if (member_session) {
@ -2162,6 +2175,8 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
if (!strcasecmp(cbt->strategy,"ring-all")) {
return 0;
} else if (!strcasecmp(cbt->strategy,"ring-progressively")) {
return 1;
} else {
return 1;
}
@ -2176,6 +2191,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
char *queue_name = NULL;
char *queue_strategy = NULL;
char *queue_record_template = NULL;
uint32_t ring_progressively_delay = 10; /* default ring-progressively-delay set to 10 seconds */
switch_bool_t tier_rules_apply;
uint32_t tier_rule_wait_second;
switch_bool_t tier_rule_wait_multiply_level;
@ -2185,6 +2201,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
const char *member_state = NULL;
const char *member_abandoned_epoch = NULL;
const char *serving_agent = NULL;
const char *last_originated_call = NULL;
memset(&cbt, 0, sizeof(cbt));
cbt.queue_name = argv[0];
@ -2209,6 +2226,9 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
tier_rule_wait_multiply_level = queue->tier_rule_wait_multiply_level;
tier_rule_no_agent_no_wait = queue->tier_rule_no_agent_no_wait;
discard_abandoned_after = queue->discard_abandoned_after;
if (queue->ring_progressively_delay) {
ring_progressively_delay = queue->ring_progressively_delay;
}
if (queue->record_template) {
queue_record_template = strdup(queue->record_template);
@ -2237,14 +2257,48 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
/* member is ring-all but not the queue */
if (!strcasecmp(serving_agent, "ring-all") && (strcasecmp(queue_strategy, "ring-all") != 0)) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
sql = switch_mprintf("UPDATE members SET serving_agent = '', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
/* member was ring-all, becomes ring-progressively (no state change because of strategy similarities) */
if (!strcasecmp(queue_strategy, "ring-progressively")) {
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-progressively' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
} else {
sql = switch_mprintf("UPDATE members SET serving_agent = '', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* member is ring-progressively but not the queue */
else if (!strcasecmp(serving_agent, "ring-progressively") && (strcasecmp(queue_strategy, "ring-progressively") != 0)) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
/* member was ring-progressively, becomes ring-all (no state change because of strategy similarities) */
if (!strcasecmp(queue_strategy, "ring-all")) {
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-progressively'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
} else {
sql = switch_mprintf("UPDATE members SET serving_agent = '', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-progressively'", cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* Queue is now ring-all and not the member */
else if (!strcasecmp(queue_strategy, "ring-all") && (strcasecmp(serving_agent, "ring-all") != 0)) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = ''", cc_member_state2str(CC_MEMBER_STATE_TRYING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
/* member was ring-progressively, its state is already set to TRYING */
if (!strcasecmp(serving_agent, "ring-progressively")) {
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-progressively'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
} else {
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = ''", cc_member_state2str(CC_MEMBER_STATE_TRYING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* Queue is now ring-progressively and not the member */
else if (!strcasecmp(queue_strategy, "ring-progressively") && (strcasecmp(serving_agent, "ring-progressively") != 0)) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
/* member was ring-all, its state is already set to TRYING */
if (!strcasecmp(serving_agent, "ring-all")) {
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-progressively' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
} else {
sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-progressively', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = ''", cc_member_state2str(CC_MEMBER_STATE_TRYING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
@ -2327,7 +2381,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
sql_order_by = switch_mprintf("level, agents.talk_time, position");
} else if (!strcasecmp(queue_strategy, "agent-with-fewest-calls")) {
sql_order_by = switch_mprintf("level, agents.calls_answered, position");
} else if (!strcasecmp(queue_strategy, "ring-all")) {
} else if (!strcasecmp(queue_strategy, "ring-all") || !strcasecmp(queue_strategy, "ring-progressively")) {
sql = switch_mprintf("UPDATE members SET state = '%q' WHERE state = '%q' AND uuid = '%q' AND system = 'single_box'",
cc_member_state2str(CC_MEMBER_STATE_TRYING), cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid);
cc_execute_sql(NULL, sql, NULL);
@ -2353,6 +2407,24 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
}
if (!strcasecmp(queue->strategy, "ring-progressively")) {
switch_core_session_t *member_session = switch_core_session_locate(cbt.member_session_uuid);
if (member_session) {
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
last_originated_call = switch_channel_get_variable(member_channel, "cc_last_originated_call");
if (last_originated_call && switch_channel_ready(member_channel) && ((long) local_epoch_time_now(NULL) < atoi(last_originated_call) + ring_progressively_delay) && !switch_true(switch_channel_get_variable(member_channel, "cc_agent_found"))) {
/* We wait for 500 ms here */
switch_yield(500000);
switch_core_session_rwunlock(member_session);
goto end;
}
switch_core_session_rwunlock(member_session);
}
}
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
@ -2402,9 +2474,9 @@ 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,session_uuid,cid_number,cid_name,joined_epoch,(%" SWITCH_TIME_T_FMT "-joined_epoch)+base_score+skill_score AS score, state, abandoned_epoch, serving_agent FROM members"
" WHERE state = '%q' OR state = '%q' OR (serving_agent = 'ring-all' AND state = '%q') ORDER BY score DESC",
" WHERE state = '%q' OR state = '%q' OR (serving_agent = 'ring-all' AND state = '%q') OR (serving_agent = 'ring-progressively' AND state = '%q') ORDER BY score DESC",
local_epoch_time_now(NULL),
cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_ABANDONED), cc_member_state2str(CC_MEMBER_STATE_TRYING));
cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_ABANDONED), cc_member_state2str(CC_MEMBER_STATE_TRYING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, members_callback, NULL /* Call back variables */);
switch_safe_free(sql);
@ -2730,9 +2802,17 @@ SWITCH_STANDARD_APP(callcenter_function)
if (abandoned_epoch == 0) {
char *strategy_str = NULL;
/* Add the caller to the member queue */
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> joining queue %s\n", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")), switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")), queue_name);
if (!strcasecmp(queue->strategy,"ring-all")) {
strategy_str = "ring-all";
} else if (!strcasecmp(queue->strategy,"ring-progressively")) {
strategy_str = "ring-progressively";
} else {
strategy_str = "";
}
sql = switch_mprintf("INSERT INTO members"
" (queue,system,uuid,session_uuid,system_epoch,joined_epoch,base_score,skill_score,cid_number,cid_name,serving_agent,serving_system,state)"
" VALUES('%q','single_box','%q','%q','%q','%" SWITCH_TIME_T_FMT "','%d','%d','%q','%q','%q','','%q')",
@ -2745,7 +2825,7 @@ SWITCH_STANDARD_APP(callcenter_function)
0 /*TODO SKILL score*/,
switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")),
switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")),
(!strcasecmp(queue->strategy,"ring-all")?"ring-all":""),
strategy_str,
cc_member_state2str(CC_MEMBER_STATE_WAITING));
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
@ -3343,7 +3423,7 @@ SWITCH_STANDARD_API(cc_config_api_function)
"tier_rule_wait_second|tier_rule_wait_multiply_level|"\
"tier_rule_no_agent_no_wait|discard_abandoned_after|"\
"abandoned_resume_allowed|max_wait_time|max_wait_time_with_no_agent|"\
"max_wait_time_with_no_agent_time_reached|record_template|calls_answered|calls_abandoned\n");
"max_wait_time_with_no_agent_time_reached|record_template|calls_answered|calls_abandoned|ring_progressively_delay\n");
switch_mutex_lock(globals.mutex);
for (hi = switch_core_hash_first(globals.queue_hash); hi; hi = switch_core_hash_next(&hi)) {
void *val = NULL;
@ -3352,7 +3432,7 @@ SWITCH_STANDARD_API(cc_config_api_function)
cc_queue_t *queue;
switch_core_hash_this(hi, &key, &keylen, &val);
queue = (cc_queue_t *) val;
stream->write_function(stream, "%s|%s|%s|%s|%s|%d|%s|%s|%d|%s|%d|%d|%d|%s|%d|%d\n",
stream->write_function(stream, "%s|%s|%s|%s|%s|%d|%s|%s|%d|%s|%d|%d|%d|%s|%d|%d|%d\n",
queue->name,
queue->strategy,
queue->moh,
@ -3368,7 +3448,8 @@ SWITCH_STANDARD_API(cc_config_api_function)
queue->max_wait_time_with_no_agent_time_reached,
queue->record_template,
queue->calls_answered,
queue->calls_abandoned);
queue->calls_abandoned,
queue->ring_progressively_delay);
queue = NULL;
}
switch_mutex_unlock(globals.mutex);