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mod_callcenter: You can now allow caller that have hangup before agent answer to call back and resume their previous position.

This commit is contained in:
Marc Olivier Chouinard 2010-08-26 06:19:58 -04:00
parent 6558276a83
commit ab2529d4e1
2 changed files with 105 additions and 41 deletions
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2
conf/autoload_configs/callcenter.conf.xml
View File

@ -14,6 +14,8 @@
<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"/>
<param name="discard-abandoned-after" value="60"/>
<param name="abandoned-resume-allowed" value="false"/>
</queue>
</queues>

144
src/mod/applications/mod_callcenter/mod_callcenter.c
View File

@ -144,6 +144,7 @@ typedef enum {
CC_MEMBER_STATE_WAITING = 1,
CC_MEMBER_STATE_TRYING = 2,
CC_MEMBER_STATE_ANSWERED = 3,
CC_MEMBER_STATE_ABANDONED = 4
} cc_member_state_t;
struct cc_member_state_table {
@ -156,6 +157,7 @@ static struct cc_member_state_table MEMBER_STATE_CHART[] = {
{"Waiting", CC_MEMBER_STATE_WAITING},
{"Trying", CC_MEMBER_STATE_TRYING},
{"Answered", CC_MEMBER_STATE_ANSWERED},
{"Abandoned", CC_MEMBER_STATE_ABANDONED},
{NULL, 0}
};
@ -166,19 +168,20 @@ static struct cc_member_state_table MEMBER_STATE_CHART[] = {
*/
static char members_sql[] =
"CREATE TABLE members (\n"
" queue VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255) NOT NULL DEFAULT '',\n"
" caller_number VARCHAR(255),\n"
" caller_name VARCHAR(255),\n"
" system_epoch INTEGER NOT NULL DEFAULT 0,\n"
" joined_epoch INTEGER NOT NULL DEFAULT 0,\n"
" bridge_epoch INTEGER NOT NULL DEFAULT 0,\n"
" base_score INTEGER NOT NULL DEFAULT 0,\n"
" skill_score INTEGER NOT NULL DEFAULT 0,\n"
" serving_agent VARCHAR(255),\n"
" serving_system VARCHAR(255),\n"
" state VARCHAR(255)\n" ");\n";
" queue VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255) NOT NULL DEFAULT '',\n"
" caller_number VARCHAR(255),\n"
" caller_name VARCHAR(255),\n"
" system_epoch INTEGER NOT NULL DEFAULT 0,\n"
" joined_epoch INTEGER NOT NULL DEFAULT 0,\n"
" bridge_epoch INTEGER NOT NULL DEFAULT 0,\n"
" abandoned_epoch INTEGER NOT NULL DEFAULT 0,\n"
" base_score INTEGER NOT NULL DEFAULT 0,\n"
" skill_score INTEGER NOT NULL DEFAULT 0,\n"
" serving_agent VARCHAR(255),\n"
" serving_system VARCHAR(255),\n"
" state VARCHAR(255)\n" ");\n";
/* Member State
Waiting
Answered
@ -236,7 +239,7 @@ static char tiers_sql[] =
" level INTEGER NOT NULL DEFAULT 1,\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 };
static switch_xml_config_int_options_t config_int_0_86400 = { SWITCH_TRUE, 0, SWITCH_TRUE, 86400 };
const char * cc_tier_state2str(cc_tier_state_t state)
{
@ -384,6 +387,8 @@ struct cc_queue {
uint32_t tier_rule_wait_second;
switch_bool_t tier_rule_wait_multiply_level;
switch_bool_t tier_rule_no_agent_no_wait;
uint32_t discard_abandoned_after;
switch_bool_t abandoned_resume_allowed;
switch_mutex_t *mutex;
@ -483,9 +488,11 @@ cc_queue_t *queue_set_config(cc_queue_t *queue)
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++], "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-second", SWITCH_CONFIG_INT, 0, &queue->tier_rule_wait_second, 0, &config_int_0_86400, 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_CONFIG_SET_ITEM(queue->config[i++], "discard-abandoned-after", SWITCH_CONFIG_INT, 0, &queue->discard_abandoned_after, 60, &config_int_0_86400, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "abandoned-resume-allowed", SWITCH_CONFIG_BOOL, 0, &queue->abandoned_resume_allowed, SWITCH_FALSE, NULL, NULL, NULL);
switch_assert(i < CC_QUEUE_CONFIGITEM_COUNT);
@ -643,7 +650,7 @@ static cc_queue_t *load_queue(const char *queue_name)
goto end;
}
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(abandoned_epoch) from members", "drop table members", members_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;");
@ -656,7 +663,9 @@ static cc_queue_t *load_queue(const char *queue_name)
/* Reset a unclean shutdown */
sql = switch_mprintf("UPDATE agents SET state = 'Waiting', uuid = '' WHERE system = 'single_box';"
"UPDATE tiers SET state = 'Ready' WHERE agent IN (SELECT name FROM agents WHERE system = 'single_box');"
"DELETE FROM members WHERE system = 'single_box';");
"UPDATE members SET state = '%q', uuid = '' WHERE system = 'single_box';",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
@ -1285,7 +1294,9 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
/* member is gone before we could process it */
if (!member_session) {
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", h->member_uuid);
sql = switch_mprintf("UPDATE members SET state = '%q', uuid = '', abandoned_epoch = '%ld' WHERE system = 'single_box' AND uuid = '%q' AND state != '%q'",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED), (long) switch_epoch_time_now(NULL), h->member_uuid, cc_member_state2str(CC_MEMBER_STATE_ABANDONED));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
goto done;
@ -1722,6 +1733,8 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
uint32_t tier_rule_wait_second;
switch_bool_t tier_rule_wait_multiply_level;
switch_bool_t tier_rule_no_agent_no_wait;
uint32_t discard_abandoned_after;
switch_bool_t abandoned_resume_allowed;
agent_callback_t cbt;
if (!argv[0] || !(queue = get_queue(argv[0]))) {
@ -1734,7 +1747,8 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
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;
discard_abandoned_after = queue->discard_abandoned_after;
abandoned_resume_allowed = queue->abandoned_resume_allowed;
if (queue->record_template) {
queue_record_template = strdup(queue->record_template);
}
@ -1742,6 +1756,20 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
queue_rwunlock(queue);
}
if (!strcasecmp(argv[6], cc_member_state2str(CC_MEMBER_STATE_ABANDONED))) {
long abandoned_epoch = atol(argv[7]);
if (abandoned_epoch == 0) {
abandoned_epoch = atol(argv[4]);
}
/* Once we pass a certain point, we want to get rid of the abandoned call */
if (abandoned_epoch + discard_abandoned_after> (long) switch_epoch_time_now(NULL)) {
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", argv[1]);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* Skip this member */
return 0;
}
memset(&cbt, 0, sizeof(cbt));
cbt.tier = 0;
cbt.tier_agent_available = 0;
@ -1823,10 +1851,10 @@ 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",
sql = switch_mprintf("SELECT queue,uuid,caller_number,caller_name,joined_epoch,(%ld-joined_epoch)+base_score+skill_score AS score, state, abandoned_epoch FROM members"
" WHERE state = '%q' OR 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));
cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_ABANDONED), 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);
@ -1946,6 +1974,7 @@ SWITCH_STANDARD_APP(callcenter_function)
char start_epoch[64];
switch_event_t *event;
switch_time_t t_member_called = switch_epoch_time_now(NULL);
long abandoned_epoch = 0;
if (!zstr(data)) {
mydata = switch_core_session_strdup(session, data);
@ -1971,6 +2000,17 @@ SWITCH_STANDARD_APP(callcenter_function)
times = switch_channel_get_timetable(member_channel);
switch_snprintf(start_epoch, sizeof(start_epoch), "%" SWITCH_TIME_T_FMT, times->answered);
/* Check of we have a queued abandoned member we can resume from */
if (queue->abandoned_resume_allowed == SWITCH_TRUE) {
char res[256];
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT abandoned_epoch FROM members WHERE caller_number = '%q' AND state = '%q'", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")), cc_member_state2str(CC_MEMBER_STATE_ABANDONED));
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
abandoned_epoch = atol(res);
}
/* Add manually imported score */
if (cc_base_score) {
cc_base_score_int += atoi(cc_base_score);
@ -1984,7 +2024,7 @@ SWITCH_STANDARD_APP(callcenter_function)
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(member_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Name", queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-start");
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-%s", (abandoned_epoch==0?"start":"resume"));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-UUID", uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Name", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Caller-CID-Number", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
@ -1994,22 +2034,43 @@ SWITCH_STANDARD_APP(callcenter_function)
switch_channel_set_variable_printf(member_channel, "cc_queue_joined_epoch", "%ld", (long) switch_epoch_time_now(NULL));
switch_channel_set_variable(member_channel, "cc_queue", queue_name);
/* Add the caller to the member queue */
sql = switch_mprintf("INSERT INTO members"
" (queue,system,uuid,system_epoch,joined_epoch,base_score,skill_score, caller_number, caller_name, serving_agent, serving_system, state)"
" VALUES('%q','single_box', '%q', '%q', '%ld','%d','%d','%q','%q','%q','','%q')",
queue_name,
uuid,
start_epoch,
(long) switch_epoch_time_now(NULL),
cc_base_score_int,
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":""),
cc_member_state2str(CC_MEMBER_STATE_WAITING));
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
if (abandoned_epoch == 0) {
/* Add the caller to the member queue */
sql = switch_mprintf("INSERT INTO members"
" (queue,system,uuid,system_epoch,joined_epoch,base_score,skill_score, caller_number, caller_name, serving_agent, serving_system, state)"
" VALUES('%q','single_box', '%q', '%q', '%ld','%d','%d','%q','%q','%q','','%q')",
queue_name,
uuid,
start_epoch,
(long) switch_epoch_time_now(NULL),
cc_base_score_int,
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":""),
cc_member_state2str(CC_MEMBER_STATE_WAITING));
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
} else {
char res[256];
/* Update abandoned member */
sql = switch_mprintf("UPDATE members SET uuid = '%q', state = '%q', rejoined_epoch = '%q' WHERE caller_number = '%q' AND abandoned_epoch = '%q' AND state = '%q'"
, uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING), (long) switch_epoch_time_now(NULL), switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")), abandoned_epoch, cc_member_state2str(CC_MEMBER_STATE_ABANDONED));
cc_execute_sql(queue, sql, NULL);
switch_safe_free(sql);
/* Confirm we took that member in */
sql = switch_mprintf("SELECT abandoned_epoch FROM members WHERE uuid = '%q' AND state = '%q'", uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atol(res) == 0) {
/* Failed to get the member !!! */
queue_rwunlock(queue);
goto end;
}
}
/* Send Event with queue count */
cc_queue_count(queue_name);
@ -2049,8 +2110,9 @@ SWITCH_STANDARD_APP(callcenter_function)
/* Hangup any agents been callback */
if (!switch_channel_up(member_channel)) { /* If channel is still up, it mean that the member didn't hangup, so we should leave the agent alone */
switch_core_session_hupall_matching_var("cc_member_uuid", uuid, SWITCH_CAUSE_ORIGINATOR_CANCEL);
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", uuid);
cc_execute_sql(NULL, sql, NULL);
sql = switch_mprintf("UPDATE members SET state = '%q', uuid = '', abandoned_epoch = '%ld' WHERE system = 'single_box' AND uuid = '%q'",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED), (long) switch_epoch_time_now(NULL), uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {