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freeswitch/src/mod/applications/mod_callcenter/mod_callcenter.c
Mike Jerris 5c59a0159d FS-7966: fix more msvc 2015 warnings.
2015-08-31 17:08:52 -04:00

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/*
* FreeSWITCH Modular Media Switching Software Library / Soft-Switch Application
* Copyright (C) 2005-2014, Anthony Minessale II <anthm@freeswitch.org>
*
* Version: MPL 1.1
*
* The contents of this file are subject to the Mozilla Public License Version
* 1.1 (the "License"); you may not use this file except in compliance with
* the License. You may obtain a copy of the License at
* http://www.mozilla.org/MPL/
*
* Software distributed under the License is distributed on an "AS IS" basis,
* WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License
* for the specific language governing rights and limitations under the
* License.
*
* The Original Code is FreeSWITCH Modular Media Switching Software Library / Soft-Switch Application
*
* The Initial Developer of the Original Code is
* Anthony Minessale II <anthm@freeswitch.org>
* Portions created by the Initial Developer are Copyright (C)
* the Initial Developer. All Rights Reserved.
*
* Contributor(s):
*
* Marc Olivier Chouinard <mochouinard@moctel.com>
* Emmanuel Schmidbauer <e.schmidbauer@gmail.com>
* Ítalo Rossi <italorossib@gmail.com>
*
* mod_callcenter.c -- Call Center Module
*
*/
#include <switch.h>
#define CALLCENTER_EVENT "callcenter::info"
#define CC_AGENT_TYPE_CALLBACK "Callback"
#define CC_AGENT_TYPE_UUID_STANDBY "uuid-standby"
#define CC_SQLITE_DB_NAME "callcenter"
/* Prototypes */
SWITCH_MODULE_SHUTDOWN_FUNCTION(mod_callcenter_shutdown);
SWITCH_MODULE_RUNTIME_FUNCTION(mod_callcenter_runtime);
SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load);
/* SWITCH_MODULE_DEFINITION(name, load, shutdown, runtime)
* Defines a switch_loadable_module_function_table_t and a static const char[] modname
*/
SWITCH_MODULE_DEFINITION(mod_callcenter, mod_callcenter_load, mod_callcenter_shutdown, NULL);
static const char *global_cf = "callcenter.conf";
struct cc_status_table {
const char *name;
int status;
};
struct cc_state_table {
const char *name;
int state;
};
typedef enum {
CC_STATUS_SUCCESS,
CC_STATUS_FALSE,
CC_STATUS_AGENT_NOT_FOUND,
CC_STATUS_QUEUE_NOT_FOUND,
CC_STATUS_AGENT_ALREADY_EXIST,
CC_STATUS_AGENT_INVALID_TYPE,
CC_STATUS_AGENT_INVALID_STATUS,
CC_STATUS_AGENT_INVALID_STATE,
CC_STATUS_TIER_ALREADY_EXIST,
CC_STATUS_TIER_NOT_FOUND,
CC_STATUS_TIER_INVALID_STATE,
CC_STATUS_INVALID_KEY
} cc_status_t;
typedef enum {
CC_TIER_STATE_UNKNOWN = 0,
CC_TIER_STATE_NO_ANSWER = 1,
CC_TIER_STATE_READY = 2,
CC_TIER_STATE_OFFERING = 3,
CC_TIER_STATE_ACTIVE_INBOUND = 4,
CC_TIER_STATE_STANDBY = 5
} cc_tier_state_t;
static struct cc_state_table STATE_CHART[] = {
{"Unknown", CC_TIER_STATE_UNKNOWN},
{"No Answer", CC_TIER_STATE_NO_ANSWER},
{"Ready", CC_TIER_STATE_READY},
{"Offering", CC_TIER_STATE_OFFERING},
{"Active Inbound", CC_TIER_STATE_ACTIVE_INBOUND},
{"Standby", CC_TIER_STATE_STANDBY},
{NULL, 0}
};
typedef enum {
CC_AGENT_STATUS_UNKNOWN = 0,
CC_AGENT_STATUS_LOGGED_OUT = 1,
CC_AGENT_STATUS_AVAILABLE = 2,
CC_AGENT_STATUS_AVAILABLE_ON_DEMAND = 3,
CC_AGENT_STATUS_ON_BREAK = 4
} cc_agent_status_t;
static struct cc_status_table AGENT_STATUS_CHART[] = {
{"Unknown", CC_AGENT_STATUS_UNKNOWN},
{"Logged Out", CC_AGENT_STATUS_LOGGED_OUT},
{"Available", CC_AGENT_STATUS_AVAILABLE},
{"Available (On Demand)", CC_AGENT_STATUS_AVAILABLE_ON_DEMAND},
{"On Break", CC_AGENT_STATUS_ON_BREAK},
{NULL, 0}
};
typedef enum {
CC_AGENT_STATE_UNKNOWN = 0,
CC_AGENT_STATE_WAITING = 1,
CC_AGENT_STATE_RECEIVING = 2,
CC_AGENT_STATE_IN_A_QUEUE_CALL = 3,
CC_AGENT_STATE_IDLE = 4,
CC_AGENT_STATE_RESERVED = 5
} cc_agent_state_t;
static struct cc_state_table AGENT_STATE_CHART[] = {
{"Unknown", CC_AGENT_STATE_UNKNOWN},
{"Waiting", CC_AGENT_STATE_WAITING},
{"Receiving", CC_AGENT_STATE_RECEIVING},
{"In a queue call", CC_AGENT_STATE_IN_A_QUEUE_CALL},
{"Idle", CC_AGENT_STATE_IDLE},
{"Reserved", CC_AGENT_STATE_RESERVED},
{NULL, 0}
};
typedef enum {
CC_MEMBER_STATE_UNKNOWN = 0,
CC_MEMBER_STATE_WAITING = 1,
CC_MEMBER_STATE_TRYING = 2,
CC_MEMBER_STATE_ANSWERED = 3,
CC_MEMBER_STATE_ABANDONED = 4
} cc_member_state_t;
static struct cc_state_table MEMBER_STATE_CHART[] = {
{"Unknown", CC_MEMBER_STATE_UNKNOWN},
{"Waiting", CC_MEMBER_STATE_WAITING},
{"Trying", CC_MEMBER_STATE_TRYING},
{"Answered", CC_MEMBER_STATE_ANSWERED},
{"Abandoned", CC_MEMBER_STATE_ABANDONED},
{NULL, 0}
};
struct cc_member_cancel_reason_table {
const char *name;
int reason;
};
typedef enum {
CC_MEMBER_CANCEL_REASON_NONE,
CC_MEMBER_CANCEL_REASON_TIMEOUT,
CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT,
CC_MEMBER_CANCEL_REASON_BREAK_OUT
} cc_member_cancel_reason_t;
static struct cc_member_cancel_reason_table MEMBER_CANCEL_REASON_CHART[] = {
{"NONE", CC_MEMBER_CANCEL_REASON_NONE},
{"TIMEOUT", CC_MEMBER_CANCEL_REASON_TIMEOUT},
{"NO_AGENT_TIMEOUT", CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT},
{"BREAK_OUT", CC_MEMBER_CANCEL_REASON_BREAK_OUT},
{NULL, 0}
};
static char members_sql[] =
"CREATE TABLE members (\n"
" queue VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255) NOT NULL DEFAULT '',\n"
" session_uuid VARCHAR(255) NOT NULL DEFAULT '',\n"
" cid_number VARCHAR(255),\n"
" cid_name VARCHAR(255),\n"
" system_epoch INTEGER NOT NULL DEFAULT 0,\n"
" joined_epoch INTEGER NOT NULL DEFAULT 0,\n"
" rejoined_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
*/
static char agents_sql[] =
"CREATE TABLE agents (\n"
" name VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255),\n"
" type VARCHAR(255),\n" /* Callback , Dial in...*/
" contact VARCHAR(255),\n"
" status VARCHAR(255),\n"
/*User Personal Status
Available
On Break
Logged Out
*/
" state VARCHAR(255),\n"
/* User Personal State
Waiting
Receiving
In a queue call
*/
" 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"
" no_answer_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"
" ready_time INTEGER NOT NULL DEFAULT 0\n"
");\n";
static char tiers_sql[] =
"CREATE TABLE tiers (\n"
" queue VARCHAR(255),\n"
" agent VARCHAR(255),\n"
" state VARCHAR(255),\n"
/*
Agent State:
Ready
Active inbound
Wrap-up inbound
Standby
No Answer
Offering
*/
" 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_86400 = { SWITCH_TRUE, 0, SWITCH_TRUE, 86400 };
/* TODO This is temporary until we either move it to the core, or use it differently in the module */
switch_time_t local_epoch_time_now(switch_time_t *t)
{
switch_time_t now = switch_micro_time_now() / 1000000; /* APR_USEC_PER_SEC */
if (t) {
*t = now;
}
return now;
}
const char * cc_tier_state2str(cc_tier_state_t state)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(STATE_CHART) / sizeof(struct cc_state_table)) - 1; x++) {
if (STATE_CHART[x].state == state) {
str = STATE_CHART[x].name;
break;
}
}
return str;
}
cc_tier_state_t cc_tier_str2state(const char *str)
{
uint8_t x;
cc_tier_state_t state = CC_TIER_STATE_UNKNOWN;
for (x = 0; x < (sizeof(STATE_CHART) / sizeof(struct cc_state_table)) - 1 && STATE_CHART[x].name; x++) {
if (!strcasecmp(STATE_CHART[x].name, str)) {
state = STATE_CHART[x].state;
break;
}
}
return state;
}
const char * cc_member_cancel_reason2str(cc_member_cancel_reason_t reason)
{
uint8_t x;
const char *str = "NONE";
for (x = 0; x < (sizeof(MEMBER_CANCEL_REASON_CHART) / sizeof(struct cc_member_cancel_reason_table)) - 1; x++) {
if (MEMBER_CANCEL_REASON_CHART[x].reason == reason) {
str = MEMBER_CANCEL_REASON_CHART[x].name;
break;
}
}
return str;
}
cc_member_cancel_reason_t cc_member_cancel_str2reason(const char *str)
{
uint8_t x;
cc_member_cancel_reason_t reason = CC_MEMBER_CANCEL_REASON_NONE;
for (x = 0; x < (sizeof(MEMBER_CANCEL_REASON_CHART) / sizeof(struct cc_member_cancel_reason_table)) - 1 && MEMBER_CANCEL_REASON_CHART[x].name; x++) {
if (!strcasecmp(MEMBER_CANCEL_REASON_CHART[x].name, str)) {
reason = MEMBER_CANCEL_REASON_CHART[x].reason;
break;
}
}
return reason;
}
const char * cc_agent_status2str(cc_agent_status_t status)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(AGENT_STATUS_CHART) / sizeof(struct cc_status_table)) - 1; x++) {
if (AGENT_STATUS_CHART[x].status == status) {
str = AGENT_STATUS_CHART[x].name;
break;
}
}
return str;
}
cc_agent_status_t cc_agent_str2status(const char *str)
{
uint8_t x;
cc_agent_status_t status = CC_AGENT_STATUS_UNKNOWN;
for (x = 0; x < (sizeof(AGENT_STATUS_CHART) / sizeof(struct cc_status_table)) - 1 && AGENT_STATUS_CHART[x].name; x++) {
if (!strcasecmp(AGENT_STATUS_CHART[x].name, str)) {
status = AGENT_STATUS_CHART[x].status;
break;
}
}
return status;
}
const char * cc_agent_state2str(cc_agent_state_t state)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(AGENT_STATE_CHART) / sizeof(struct cc_state_table)) - 1; x++) {
if (AGENT_STATE_CHART[x].state == state) {
str = AGENT_STATE_CHART[x].name;
break;
}
}
return str;
}
cc_agent_state_t cc_agent_str2state(const char *str)
{
uint8_t x;
cc_agent_state_t state = CC_AGENT_STATE_UNKNOWN;
for (x = 0; x < (sizeof(AGENT_STATE_CHART) / sizeof(struct cc_state_table)) - 1 && AGENT_STATE_CHART[x].name; x++) {
if (!strcasecmp(AGENT_STATE_CHART[x].name, str)) {
state = AGENT_STATE_CHART[x].state;
break;
}
}
return state;
}
const char * cc_member_state2str(cc_member_state_t state)
{
uint8_t x;
const char *str = "Unknown";
for (x = 0; x < (sizeof(MEMBER_STATE_CHART) / sizeof(struct cc_state_table)) - 1; x++) {
if (MEMBER_STATE_CHART[x].state == state) {
str = MEMBER_STATE_CHART[x].name;
break;
}
}
return str;
}
cc_member_state_t cc_member_str2state(const char *str)
{
uint8_t x;
cc_member_state_t state = CC_MEMBER_STATE_UNKNOWN;
for (x = 0; x < (sizeof(MEMBER_STATE_CHART) / sizeof(struct cc_state_table)) - 1 && MEMBER_STATE_CHART[x].name; x++) {
if (!strcasecmp(MEMBER_STATE_CHART[x].name, str)) {
state = MEMBER_STATE_CHART[x].state;
break;
}
}
return state;
}
typedef enum {
PFLAG_DESTROY = 1 << 0
} cc_flags_t;
static struct {
switch_hash_t *queue_hash;
int debug;
char *odbc_dsn;
char *dbname;
switch_bool_t reserve_agents;
int32_t threads;
int32_t running;
switch_mutex_t *mutex;
switch_memory_pool_t *pool;
} globals;
#define CC_QUEUE_CONFIGITEM_COUNT 100
struct cc_queue {
char *name;
char *strategy;
char *moh;
char *announce;
uint32_t announce_freq;
char *record_template;
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;
uint32_t discard_abandoned_after;
switch_bool_t abandoned_resume_allowed;
uint32_t max_wait_time;
uint32_t max_wait_time_with_no_agent;
uint32_t max_wait_time_with_no_agent_time_reached;
switch_mutex_t *mutex;
switch_thread_rwlock_t *rwlock;
switch_memory_pool_t *pool;
uint32_t flags;
switch_time_t last_agent_exist;
switch_time_t last_agent_exist_check;
switch_xml_config_item_t config[CC_QUEUE_CONFIGITEM_COUNT];
switch_xml_config_string_options_t config_str_pool;
};
typedef struct cc_queue cc_queue_t;
static void free_queue(cc_queue_t *queue)
{
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Destroying Profile %s\n", queue->name);
switch_core_destroy_memory_pool(&queue->pool);
}
static void queue_rwunlock(cc_queue_t *queue)
{
switch_thread_rwlock_unlock(queue->rwlock);
if (switch_test_flag(queue, PFLAG_DESTROY)) {
if (switch_thread_rwlock_trywrlock(queue->rwlock) == SWITCH_STATUS_SUCCESS) {
switch_thread_rwlock_unlock(queue->rwlock);
free_queue(queue);
}
}
}
static void destroy_queue(const char *queue_name)
{
cc_queue_t *queue = NULL;
switch_mutex_lock(globals.mutex);
if ((queue = switch_core_hash_find(globals.queue_hash, queue_name))) {
switch_core_hash_delete(globals.queue_hash, queue_name);
}
switch_mutex_unlock(globals.mutex);
if (!queue) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "[%s] Invalid queue\n", queue_name);
return;
}
if (switch_thread_rwlock_trywrlock(queue->rwlock) != SWITCH_STATUS_SUCCESS) {
/* Lock failed, set the destroy flag so it'll be destroyed whenever its not in use anymore */
switch_set_flag(queue, PFLAG_DESTROY);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "[%s] queue is in use, memory will be freed whenever its no longer in use\n",
queue->name);
return;
}
free_queue(queue);
}
switch_cache_db_handle_t *cc_get_db_handle(void)
{
switch_cache_db_handle_t *dbh = NULL;
char *dsn;
if (!zstr(globals.odbc_dsn)) {
dsn = globals.odbc_dsn;
} else {
dsn = globals.dbname;
}
if (switch_cache_db_get_db_handle_dsn(&dbh, dsn) != SWITCH_STATUS_SUCCESS) {
dbh = NULL;
}
return dbh;
}
/*!
* \brief Sets the queue's configuration instructions
*/
cc_queue_t *queue_set_config(cc_queue_t *queue)
{
int i = 0;
queue->config_str_pool.pool = queue->pool;
/*
SWITCH _CONFIG_SET_ITEM(item, "key", type, flags,
pointer, default, options, help_syntax, help_description)
*/
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "strategy", SWITCH_CONFIG_STRING, 0, &queue->strategy, "longest-idle-agent", &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++], "announce-sound", SWITCH_CONFIG_STRING, 0, &queue->announce, NULL, &queue->config_str_pool, NULL, NULL);
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++], "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);
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_CONFIG_SET_ITEM(queue->config[i++], "max-wait-time", SWITCH_CONFIG_INT, 0, &queue->max_wait_time, 0, &config_int_0_86400, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "max-wait-time-with-no-agent", SWITCH_CONFIG_INT, 0, &queue->max_wait_time_with_no_agent, 0, &config_int_0_86400, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "max-wait-time-with-no-agent-time-reached", SWITCH_CONFIG_INT, 0, &queue->max_wait_time_with_no_agent_time_reached, 5, &config_int_0_86400, NULL, NULL);
switch_assert(i < CC_QUEUE_CONFIGITEM_COUNT);
return queue;
}
static int cc_execute_sql_affected_rows(char *sql) {
switch_cache_db_handle_t *dbh = NULL;
if (!(dbh = cc_get_db_handle())) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
return -1;
}
switch_cache_db_execute_sql(dbh, sql, NULL);
return switch_cache_db_affected_rows(dbh);
}
char *cc_execute_sql2str(cc_queue_t *queue, switch_mutex_t *mutex, char *sql, char *resbuf, size_t len)
{
char *ret = NULL;
switch_cache_db_handle_t *dbh = NULL;
if (mutex) {
switch_mutex_lock(mutex);
} else {
switch_mutex_lock(globals.mutex);
}
if (!(dbh = cc_get_db_handle())) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
goto end;
}
ret = switch_cache_db_execute_sql2str(dbh, sql, resbuf, len, NULL);
end:
switch_cache_db_release_db_handle(&dbh);
if (mutex) {
switch_mutex_unlock(mutex);
} else {
switch_mutex_unlock(globals.mutex);
}
return ret;
}
static switch_status_t cc_execute_sql(cc_queue_t *queue, char *sql, switch_mutex_t *mutex)
{
switch_cache_db_handle_t *dbh = NULL;
switch_status_t status = SWITCH_STATUS_FALSE;
if (mutex) {
switch_mutex_lock(mutex);
} else {
switch_mutex_lock(globals.mutex);
}
if (!(dbh = cc_get_db_handle())) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
goto end;
}
status = switch_cache_db_execute_sql(dbh, sql, NULL);
end:
switch_cache_db_release_db_handle(&dbh);
if (mutex) {
switch_mutex_unlock(mutex);
} else {
switch_mutex_unlock(globals.mutex);
}
return status;
}
static switch_bool_t cc_execute_sql_callback(cc_queue_t *queue, switch_mutex_t *mutex, char *sql, switch_core_db_callback_func_t callback, void *pdata)
{
switch_bool_t ret = SWITCH_FALSE;
char *errmsg = NULL;
switch_cache_db_handle_t *dbh = NULL;
if (mutex) {
switch_mutex_lock(mutex);
} else {
switch_mutex_lock(globals.mutex);
}
if (!(dbh = cc_get_db_handle())) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Error Opening DB\n");
goto end;
}
switch_cache_db_execute_sql_callback(dbh, sql, callback, pdata, &errmsg);
if (errmsg) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "SQL ERR: [%s] %s\n", sql, errmsg);
free(errmsg);
}
end:
switch_cache_db_release_db_handle(&dbh);
if (mutex) {
switch_mutex_unlock(mutex);
} else {
switch_mutex_unlock(globals.mutex);
}
return ret;
}
static cc_queue_t *load_queue(const char *queue_name)
{
cc_queue_t *queue = NULL;
switch_xml_t x_queues, x_queue, cfg, xml;
switch_event_t *event = NULL;
switch_event_t *params = NULL;
switch_event_create(&params, SWITCH_EVENT_REQUEST_PARAMS);
switch_assert(params);
switch_event_add_header_string(params, SWITCH_STACK_BOTTOM, "CC-Queue", queue_name);
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, params))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
goto end;
}
if (!(x_queues = switch_xml_child(cfg, "queues"))) {
goto end;
}
if ((x_queue = switch_xml_find_child(x_queues, "queue", "name", queue_name))) {
switch_memory_pool_t *pool;
int count;
if (switch_core_new_memory_pool(&pool) != SWITCH_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CRIT, "Pool Failure\n");
goto end;
}
if (!(queue = switch_core_alloc(pool, sizeof(cc_queue_t)))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CRIT, "Alloc Failure\n");
switch_core_destroy_memory_pool(&pool);
goto end;
}
queue->pool = pool;
queue_set_config(queue);
/* Add the params to the event structure */
count = (int)switch_event_import_xml(switch_xml_child(x_queue, "param"), "name", "value", &event);
if (switch_xml_config_parse_event(event, count, SWITCH_FALSE, queue->config) != SWITCH_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Failed to process configuration\n");
switch_core_destroy_memory_pool(&pool);
goto end;
}
switch_thread_rwlock_create(&queue->rwlock, pool);
queue->name = switch_core_strdup(pool, queue_name);
queue->last_agent_exist = 0;
queue->last_agent_exist_check = 0;
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);
switch_core_hash_insert(globals.queue_hash, queue->name, queue);
}
end:
if (xml) {
switch_xml_free(xml);
}
if (event) {
switch_event_destroy(&event);
}
if (params) {
switch_event_destroy(&params);
}
return queue;
}
static cc_queue_t *get_queue(const char *queue_name)
{
cc_queue_t *queue = NULL;
switch_mutex_lock(globals.mutex);
if (!(queue = switch_core_hash_find(globals.queue_hash, queue_name))) {
queue = load_queue(queue_name);
}
if (queue) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG10, "[%s] rwlock\n", queue->name);
switch_thread_rwlock_rdlock(queue->rwlock);
}
switch_mutex_unlock(globals.mutex);
return queue;
}
struct call_helper {
const char *member_uuid;
const char *member_session_uuid;
const char *queue_name;
const char *queue_strategy;
const char *member_joined_epoch;
const char *member_cid_name;
const char *member_cid_number;
const char *agent_name;
const char *agent_system;
const char *agent_status;
const char *agent_type;
const char *agent_uuid;
const char *originate_string;
const char *record_template;
int no_answer_count;
int max_no_answer;
int reject_delay_time;
int busy_delay_time;
int no_answer_delay_time;
switch_memory_pool_t *pool;
};
int cc_queue_count(const char *queue)
{
char *sql;
int count = 0;
char res[256] = "0";
const char *event_name = "Single-Queue";
switch_event_t *event;
if (!switch_strlen_zero(queue)) {
if (queue[0] == '*') {
event_name = "All-Queues";
sql = switch_mprintf("SELECT count(*) FROM members WHERE state = '%q' OR state = '%q'",
cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
} else {
sql = switch_mprintf("SELECT count(*) FROM members WHERE queue = '%q' AND (state = '%q' OR state = '%q')",
queue, cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
}
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
count = atoi(res);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Queue", queue);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "members-count");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Count", res);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Selection", event_name);
switch_event_fire(&event);
}
}
return count;
}
cc_status_t cc_agent_add(const char *agent, const char *type)
{
switch_event_t *event;
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
if (!strcasecmp(type, CC_AGENT_TYPE_CALLBACK) || !strcasecmp(type, CC_AGENT_TYPE_UUID_STANDBY)) {
char res[256] = "";
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) != 0) {
result = CC_STATUS_AGENT_ALREADY_EXIST;
goto done;
}
/* Add Agent */
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Adding Agent %s with type %s with default status %s\n",
agent, type, cc_agent_status2str(CC_AGENT_STATUS_LOGGED_OUT));
sql = switch_mprintf("INSERT INTO agents (name, system, type, status, state) VALUES('%q', 'single_box', '%q', '%q', '%q');",
agent, type, cc_agent_status2str(CC_AGENT_STATUS_LOGGED_OUT), cc_agent_state2str(CC_AGENT_STATE_WAITING));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Type", type);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-add");
switch_event_fire(&event);
}
} else {
result = CC_STATUS_AGENT_INVALID_TYPE;
goto done;
}
done:
return result;
}
cc_status_t cc_agent_del(const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Deleted Agent %s\n", agent);
sql = switch_mprintf("DELETE FROM agents WHERE name = '%q';"
"DELETE FROM tiers WHERE agent = '%q';",
agent, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
return result;
}
cc_status_t cc_agent_get(const char *key, const char *agent, char *ret_result, size_t ret_result_size)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
switch_event_t *event;
char res[256];
/* Check to see if agent already exists */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
if (!strcasecmp(key, "status") || !strcasecmp(key, "state") || !strcasecmp(key, "uuid") ) {
/* Check to see if agent already exists */
sql = switch_mprintf("SELECT %q FROM agents WHERE name = '%q'", key, agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
switch_snprintf(ret_result, ret_result_size, "%s", res);
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
char tmpname[256];
if (!strcasecmp(key, "uuid")) {
switch_snprintf(tmpname, sizeof(tmpname), "CC-Agent-UUID");
} else {
switch_snprintf(tmpname, sizeof(tmpname), "CC-Agent-%c%s", (char) switch_toupper(key[0]), key+1);
}
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-%s-get", key);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, tmpname, res);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_INVALID_KEY;
goto done;
}
done:
if (result == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Get Info Agent %s %s = %s\n", agent, key, res);
}
return result;
}
cc_status_t cc_agent_update(const char *key, const char *value, const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
char res[256];
switch_event_t *event;
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
if (!strcasecmp(key, "status")) {
if (cc_agent_str2status(value) != CC_AGENT_STATUS_UNKNOWN) {
/* Reset values on available only */
if (cc_agent_str2status(value) == CC_AGENT_STATUS_AVAILABLE) {
sql = switch_mprintf("UPDATE agents SET status = '%q', last_status_change = '%" SWITCH_TIME_T_FMT "', talk_time = 0, calls_answered = 0, no_answer_count = 0"
" WHERE name = '%q' AND NOT status = '%q'",
value, local_epoch_time_now(NULL),
agent, value);
} else {
sql = switch_mprintf("UPDATE agents SET status = '%q', last_status_change = '%" SWITCH_TIME_T_FMT "' WHERE name = '%q'",
value, local_epoch_time_now(NULL), agent);
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Used to stop any active callback */
if (cc_agent_str2status(value) != CC_AGENT_STATUS_AVAILABLE) {
sql = switch_mprintf("SELECT uuid FROM members WHERE serving_agent = '%q' AND serving_system = 'single_box' AND NOT state = 'Answered'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (!switch_strlen_zero(res)) {
switch_core_session_hupall_matching_var("cc_member_pre_answer_uuid", res, SWITCH_CAUSE_ORIGINATOR_CANCEL);
}
}
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-status-change");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Status", value);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_AGENT_INVALID_STATUS;
goto done;
}
} else if (!strcasecmp(key, "state")) {
if (cc_agent_str2state(value) != CC_AGENT_STATE_UNKNOWN) {
if (cc_agent_str2state(value) != CC_AGENT_STATE_RECEIVING) {
sql = switch_mprintf("UPDATE agents SET state = '%q' WHERE name = '%q'", value, agent);
} else {
sql = switch_mprintf("UPDATE agents SET state = '%q', last_offered_call = '%" SWITCH_TIME_T_FMT "' WHERE name = '%q'",
value, local_epoch_time_now(NULL), agent);
}
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-state-change");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-State", value);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_AGENT_INVALID_STATE;
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")) {
sql = switch_mprintf("UPDATE agents SET contact = '%q', system = 'single_box' WHERE name = '%q'", value, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-contact-change");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Contact", value);
switch_event_fire(&event);
}
} 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, "no_answer_delay_time")) {
sql = switch_mprintf("UPDATE agents SET no_answer_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) && strcasecmp(value, CC_AGENT_TYPE_UUID_STANDBY)) {
result = CC_STATUS_AGENT_INVALID_TYPE;
goto done;
}
sql = switch_mprintf("UPDATE agents SET type = '%q' WHERE name = '%q'", value, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "max_no_answer")) {
sql = switch_mprintf("UPDATE agents SET max_no_answer = '%d', system = 'single_box' WHERE name = '%q'", atoi(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "wrap_up_time")) {
sql = switch_mprintf("UPDATE agents SET wrap_up_time = '%d', system = 'single_box' WHERE name = '%q'", atoi(value), agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "state_if_waiting")) {
if (cc_agent_str2state(value) == CC_AGENT_STATE_UNKNOWN) {
result = CC_STATUS_AGENT_INVALID_STATE;
goto done;
} else {
sql = switch_mprintf("UPDATE agents SET state = '%q' WHERE name = '%q' AND state = '%q' AND status IN ('%q', '%q')",
value, agent,
cc_agent_state2str(CC_AGENT_STATE_WAITING),
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE),
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND));
if (cc_execute_sql_affected_rows(sql) > 0) {
result = CC_STATUS_SUCCESS;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-state-change");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-State", value);
switch_event_fire(&event);
}
} else {
result = CC_STATUS_AGENT_NOT_FOUND;
}
switch_safe_free(sql);
}
} else {
result = CC_STATUS_INVALID_KEY;
goto done;
}
done:
if (result == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Updated Agent %s set %s = %s\n", agent, key, value);
}
return result;
}
cc_status_t cc_tier_add(const char *queue_name, const char *agent, const char *state, int level, int position)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
cc_queue_t *queue = NULL;
if (!(queue = get_queue(queue_name))) {
result = CC_STATUS_QUEUE_NOT_FOUND;
goto done;
} else {
queue_rwunlock(queue);
}
if (cc_tier_str2state(state) != CC_TIER_STATE_UNKNOWN) {
char res[256] = "";
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
/* Check to see if tier already exist */
sql = switch_mprintf("SELECT count(*) FROM tiers WHERE agent = '%q' AND queue = '%q'", agent, queue_name);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) != 0) {
result = CC_STATUS_TIER_ALREADY_EXIST;
goto done;
}
/* Add Agent in tier */
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Adding Tier on Queue %s for Agent %s, level %d, position %d\n", queue_name, agent, level, position);
sql = switch_mprintf("INSERT INTO tiers (queue, agent, state, level, position) VALUES('%q', '%q', '%q', '%d', '%d');",
queue_name, agent, state, level, position);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_TIER_INVALID_STATE;
goto done;
}
done:
return result;
}
cc_status_t cc_tier_update(const char *key, const char *value, const char *queue_name, const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
char res[256];
cc_queue_t *queue = NULL;
/* Check to see if tier already exist */
sql = switch_mprintf("SELECT count(*) FROM tiers WHERE agent = '%q' AND queue = '%q'", agent, queue_name);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_TIER_NOT_FOUND;
goto done;
}
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
result = CC_STATUS_AGENT_NOT_FOUND;
goto done;
}
if (!(queue = get_queue(queue_name))) {
result = CC_STATUS_QUEUE_NOT_FOUND;
goto done;
} else {
queue_rwunlock(queue);
}
if (!strcasecmp(key, "state")) {
if (cc_tier_str2state(value) != CC_TIER_STATE_UNKNOWN) {
sql = switch_mprintf("UPDATE tiers SET state = '%q' WHERE queue = '%q' AND agent = '%q'", value, queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_TIER_INVALID_STATE;
goto done;
}
} else if (!strcasecmp(key, "level")) {
sql = switch_mprintf("UPDATE tiers SET level = '%d' WHERE queue = '%q' AND agent = '%q'", atoi(value), queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "position")) {
sql = switch_mprintf("UPDATE tiers SET position = '%d' WHERE queue = '%q' AND agent = '%q'", atoi(value), queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
} else {
result = CC_STATUS_INVALID_KEY;
goto done;
}
done:
if (result == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Updated tier: Agent %s in Queue %s set %s = %s\n", agent, queue_name, key, value);
}
return result;
}
cc_status_t cc_tier_del(const char *queue_name, const char *agent)
{
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Deleted tier Agent %s in Queue %s\n", agent, queue_name);
sql = switch_mprintf("DELETE FROM tiers WHERE queue = '%q' AND agent = '%q';", queue_name, agent);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
result = CC_STATUS_SUCCESS;
return result;
}
static switch_status_t load_agent(const char *agent_name)
{
switch_xml_t x_agents, x_agent, cfg, xml;
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, NULL))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
return SWITCH_STATUS_FALSE;
}
if (!(x_agents = switch_xml_child(cfg, "agents"))) {
goto end;
}
if ((x_agent = switch_xml_find_child(x_agents, "agent", "name", agent_name))) {
const char *type = switch_xml_attr(x_agent, "type");
const char *contact = switch_xml_attr(x_agent, "contact");
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");
const char *no_answer_delay_time = switch_xml_attr(x_agent, "no-answer-delay-time");
if (type) {
cc_status_t res = cc_agent_add(agent_name, type);
if (res == CC_STATUS_SUCCESS || res == CC_STATUS_AGENT_ALREADY_EXIST) {
if (contact) {
cc_agent_update("contact", contact, agent_name);
}
if (status) {
cc_agent_update("status", status, agent_name);
}
if (wrap_up_time) {
cc_agent_update("wrap_up_time", wrap_up_time, 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", busy_delay_time, agent_name);
}
if (no_answer_delay_time) {
cc_agent_update("no_answer_delay_time", no_answer_delay_time, agent_name);
}
if (type && res == CC_STATUS_AGENT_ALREADY_EXIST) {
cc_agent_update("type", type, agent_name);
}
}
}
}
end:
if (xml) {
switch_xml_free(xml);
}
return SWITCH_STATUS_SUCCESS;
}
static switch_status_t load_tier(const char *queue, const char *agent, const char *level, const char *position)
{
/* Hack to check if an tier already exist */
if (cc_tier_update("unknown", "unknown", queue, agent) == CC_STATUS_TIER_NOT_FOUND) {
if (!zstr(level) && !zstr(position)) {
cc_tier_add(queue, agent, cc_tier_state2str(CC_TIER_STATE_READY), atoi(level), atoi(position));
} else if (!zstr(level) && zstr(position)) {
cc_tier_add(queue, agent, cc_tier_state2str(CC_TIER_STATE_READY), atoi(level), 1);
} else if (zstr(level) && !zstr(position)) {
cc_tier_add(queue, agent, cc_tier_state2str(CC_TIER_STATE_READY), 1, atoi(position));
} else {
/* default to level 1 and position 1 within the level */
cc_tier_add(queue, agent, cc_tier_state2str(CC_TIER_STATE_READY), 1, 1);
}
} else {
if (!zstr(level)) {
cc_tier_update("level", level, queue, agent);
} else {
cc_tier_update("level", "1", queue, agent);
}
if (!zstr(position)) {
cc_tier_update("position", position, queue, agent);
} else {
cc_tier_update("position", "1", queue, agent);
}
}
return SWITCH_STATUS_SUCCESS;
}
static switch_status_t load_tiers(switch_bool_t load_all, const char *queue_name, const char *agent_name)
{
switch_xml_t x_tiers, x_tier, cfg, xml;
switch_status_t result = SWITCH_STATUS_FALSE;
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, NULL))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
return SWITCH_STATUS_FALSE;
}
if (!(x_tiers = switch_xml_child(cfg, "tiers"))) {
goto end;
}
/* Importing from XML config Agent Tiers */
for (x_tier = switch_xml_child(x_tiers, "tier"); x_tier; x_tier = x_tier->next) {
const char *agent = switch_xml_attr(x_tier, "agent");
const char *queue = switch_xml_attr(x_tier, "queue");
const char *level = switch_xml_attr(x_tier, "level");
const char *position = switch_xml_attr(x_tier, "position");
if (load_all == SWITCH_TRUE) {
result = load_tier(queue, agent, level, position);
} else if (!zstr(agent_name) && !zstr(queue_name) && !strcasecmp(agent, agent_name) && !strcasecmp(queue, queue_name)) {
result = load_tier(queue, agent, level, position);
} else if (zstr(agent_name) && !strcasecmp(queue, queue_name)) {
result = load_tier(queue, agent, level, position);
} else if (zstr(queue_name) && !strcasecmp(agent, agent_name)) {
result = load_tier(queue, agent, level, position);
}
}
end:
if (xml) {
switch_xml_free(xml);
}
return result;
}
static switch_status_t load_config(void)
{
switch_status_t status = SWITCH_STATUS_SUCCESS;
switch_xml_t cfg, xml, settings, param, x_queues, x_queue, x_agents, x_agent;
switch_cache_db_handle_t *dbh = NULL;
char *sql = NULL;
if (!(xml = switch_xml_open_cfg(global_cf, &cfg, NULL))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Open of %s failed\n", global_cf);
status = SWITCH_STATUS_TERM;
goto end;
}
switch_mutex_lock(globals.mutex);
if ((settings = switch_xml_child(cfg, "settings"))) {
for (param = switch_xml_child(settings, "param"); param; param = param->next) {
char *var = (char *) switch_xml_attr_soft(param, "name");
char *val = (char *) switch_xml_attr_soft(param, "value");
if (!strcasecmp(var, "debug")) {
globals.debug = atoi(val);
} else if (!strcasecmp(var, "dbname")) {
globals.dbname = strdup(val);
} else if (!strcasecmp(var, "odbc-dsn")) {
globals.odbc_dsn = strdup(val);
} else if(!strcasecmp(var, "reserve-agents")) {
globals.reserve_agents = switch_true(val);
}
}
}
if (!globals.dbname) {
globals.dbname = strdup(CC_SQLITE_DB_NAME);
}
if (!globals.reserve_agents) {
globals.reserve_agents = SWITCH_FALSE;
} else {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Reserving Agents before offering calls.\n");
}
/* Initialize database */
if (!(dbh = cc_get_db_handle())) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CRIT, "Cannot open DB!\n");
status = SWITCH_STATUS_TERM;
goto end;
}
switch_cache_db_test_reactive(dbh, "select count(session_uuid) 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;");
switch_cache_db_test_reactive(dbh, "select count(no_answer_delay_time) from agents", NULL, "alter table agents add no_answer_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_cache_db_release_db_handle(&dbh);
/* 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');"
"update members set state = '%q', session_uuid = '' where system = 'single_box';",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Loading queue into memory struct */
if ((x_queues = switch_xml_child(cfg, "queues"))) {
for (x_queue = switch_xml_child(x_queues, "queue"); x_queue; x_queue = x_queue->next) {
load_queue(switch_xml_attr_soft(x_queue, "name"));
}
}
/* Importing from XML config Agents */
if ((x_agents = switch_xml_child(cfg, "agents"))) {
for (x_agent = switch_xml_child(x_agents, "agent"); x_agent; x_agent = x_agent->next) {
const char *agent = switch_xml_attr(x_agent, "name");
if (agent) {
load_agent(agent);
}
}
}
/* Importing from XML config Agent Tiers */
load_tiers(SWITCH_TRUE, NULL, NULL);
end:
switch_mutex_unlock(globals.mutex);
if (xml) {
switch_xml_free(xml);
}
return status;
}
static switch_status_t playback_array(switch_core_session_t *session, const char *str) {
switch_status_t status = SWITCH_STATUS_FALSE;
if (str && !strncmp(str, "ARRAY::", 7)) {
char *i = (char*) str + 7, *j = i;
while (1) {
if ((j = strstr(i, "::"))) {
*j = 0;
}
status = switch_ivr_play_file(session, NULL, i, NULL);
if (status == SWITCH_STATUS_FALSE /* Invalid Recording */ && SWITCH_READ_ACCEPTABLE(status)) {
/* Sadly, there doesn't seem to be a return to switch_ivr_play_file that tell you the file wasn't found. FALSE also mean that the channel got switch to BRAKE state, so we check for read acceptable */
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Couldn't play file '%s'\n", i);
} else if (!SWITCH_READ_ACCEPTABLE(status)) {
break;
}
if (!j) break;
i = j + 2;
}
} else {
status = switch_ivr_play_file(session, NULL, str, NULL);
}
return status;
}
static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *thread, void *obj)
{
struct call_helper *h = (struct call_helper *) obj;
switch_core_session_t *agent_session = NULL;
switch_call_cause_t cause = SWITCH_CAUSE_NONE;
switch_status_t status = SWITCH_STATUS_FALSE;
char *sql = NULL;
char *dialstr = NULL;
cc_tier_state_t tiers_state = CC_TIER_STATE_READY;
switch_core_session_t *member_session = switch_core_session_locate(h->member_session_uuid);
switch_event_t *ovars;
switch_time_t t_agent_called = 0;
switch_time_t t_agent_answered = 0;
switch_time_t t_member_called = atoi(h->member_joined_epoch);
switch_event_t *event = NULL;
switch_mutex_lock(globals.mutex);
globals.threads++;
switch_mutex_unlock(globals.mutex);
/* member is gone before we could process it */
if (!member_session) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_ERROR, "Member %s <%s> with uuid %s in queue %s is gone just before we assigned an agent\n", h->member_cid_name, h->member_cid_number, h->member_session_uuid, h->queue_name);
sql = switch_mprintf("UPDATE members SET state = '%q', session_uuid = '', abandoned_epoch = '%" SWITCH_TIME_T_FMT "' WHERE system = 'single_box' AND uuid = '%q' AND state != '%q'",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED), local_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;
}
/* Proceed contact the agent to offer the member */
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
switch_caller_profile_t *member_profile = switch_channel_get_caller_profile(member_channel);
const char *member_dnis = member_profile->rdnis;
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Queue", h->queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-offering");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Type", h->agent_type);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", h->member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", h->member_cid_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", h->member_cid_number);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-DNIS", member_dnis);
switch_event_fire(&event);
}
/* CallBack Mode */
if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_CALLBACK)) {
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
const char *cid_name = NULL;
char *cid_name_freeable = NULL;
const char *cid_number = NULL;
const char *cid_name_prefix = NULL;
if (!(cid_name = switch_channel_get_variable(member_channel, "effective_caller_id_name"))) {
cid_name = h->member_cid_name;
}
if (!(cid_number = switch_channel_get_variable(member_channel, "effective_caller_id_number"))) {
cid_number = h->member_cid_number;
}
if ((cid_name_prefix = switch_channel_get_variable(member_channel, "cc_outbound_cid_name_prefix"))) {
cid_name_freeable = switch_mprintf("%s%s", cid_name_prefix, cid_name);
cid_name = cid_name_freeable;
}
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Setting outbound caller_id_name to: %s\n", cid_name);
switch_event_create(&ovars, SWITCH_EVENT_REQUEST_PARAMS);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_queue", "%s", h->queue_name);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_uuid", "%s", h->member_uuid);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_member_session_uuid", "%s", h->member_session_uuid);
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_agent", "%s", h->agent_name);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_agent_type", "%s", h->agent_type);
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "cc_side", "%s", "agent");
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "loopback_bowout", "false");
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "loopback_bowout_on_execute", "false");
switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "ignore_early_media", "true");
switch_channel_process_export(member_channel, NULL, ovars, "cc_export_vars");
t_agent_called = local_epoch_time_now(NULL);
dialstr = switch_channel_expand_variables(member_channel, h->originate_string);
status = switch_ivr_originate(NULL, &agent_session, &cause, dialstr, 60, NULL, cid_name ? cid_name : h->member_cid_name, cid_number ? cid_number : h->member_cid_number, NULL, ovars, SOF_NONE, NULL);
if (dialstr != h->originate_string) {
switch_safe_free(dialstr);
}
switch_safe_free(cid_name_freeable);
switch_event_destroy(&ovars);
/* UUID Standby Mode */
} 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 *e;
const char *cc_warning_tone = switch_channel_get_variable(agent_channel, "cc_warning_tone");
switch_channel_set_variable(agent_channel, "cc_side", "agent");
switch_channel_set_variable(agent_channel, "cc_queue", h->queue_name);
switch_channel_set_variable(agent_channel, "cc_agent", h->agent_name);
switch_channel_set_variable(agent_channel, "cc_agent_type", h->agent_type);
switch_channel_set_variable(agent_channel, "cc_member_uuid", h->member_uuid);
switch_channel_set_variable(agent_channel, "cc_member_session_uuid", h->member_session_uuid);
/* Playback this to the agent */
if (cc_warning_tone && switch_event_create(&e, SWITCH_EVENT_COMMAND) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(e, SWITCH_STACK_BOTTOM, "call-command", "execute");
switch_event_add_header_string(e, SWITCH_STACK_BOTTOM, "execute-app-name", "playback");
switch_event_add_header_string(e, SWITCH_STACK_BOTTOM, "execute-app-arg", cc_warning_tone);
switch_core_session_queue_private_event(agent_session, &e, 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);
}
} else {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Invalid agent type '%s' for agent '%s', aborting member offering", h->agent_type, h->agent_name);
cause = SWITCH_CAUSE_USER_NOT_REGISTERED;
}
/* Originate/Bridge is not finished, processing the return value */
if (status == SWITCH_STATUS_SUCCESS) {
/* Agent Answered */
const char *agent_uuid = switch_core_session_get_uuid(agent_session);
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
switch_channel_t *agent_channel = switch_core_session_get_channel(agent_session);
const char *other_loopback_leg_uuid = switch_channel_get_variable(agent_channel, "other_loopback_leg_uuid");
const char *o_announce = NULL;
switch_channel_set_variable(agent_channel, "cc_member_pre_answer_uuid", NULL);
/* Our agent channel is a loopback. Try to find if a real channel is bridged to it in order
to use it as our new agent channel.
- Locate the loopback-b channel using 'other_loopback_leg_uuid' variable
- Locate the real agent channel using 'signal_bond' variable from loopback-b
*/
if (other_loopback_leg_uuid) {
switch_core_session_t *other_loopback_session = NULL;
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Agent '%s' is a loopback channel. Searching for real channel...\n", h->agent_name);
if ((other_loopback_session = switch_core_session_locate(other_loopback_leg_uuid))) {
switch_channel_t *other_loopback_channel = switch_core_session_get_channel(other_loopback_session);
const char *real_uuid = NULL;
/* Wait for the real channel to be fully bridged */
switch_channel_wait_for_flag(other_loopback_channel, CF_BRIDGED, SWITCH_TRUE, 5000, member_channel);
real_uuid = switch_channel_get_partner_uuid(other_loopback_channel);
switch_channel_set_variable(other_loopback_channel, "cc_member_pre_answer_uuid", NULL);
/* Switch the agent session */
if (real_uuid) {
switch_core_session_rwunlock(agent_session);
if (!(agent_session = switch_core_session_locate(real_uuid))) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Real session is already gone (agent '%s')\n", h->agent_name);
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'",
cc_member_state2str(CC_MEMBER_STATE_WAITING), h->agent_name, h->agent_system, h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
goto done;
}
agent_uuid = switch_core_session_get_uuid(agent_session);
agent_channel = switch_core_session_get_channel(agent_session);
if (!switch_channel_test_flag(agent_channel, CF_BRIDGED)) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Timeout waiting for real channel to be bridged (agent '%s')\n", h->agent_name);
} else {
switch_channel_set_variable(agent_channel, "cc_queue", h->queue_name);
switch_channel_set_variable(agent_channel, "cc_agent", h->agent_name);
switch_channel_set_variable(agent_channel, "cc_agent_type", h->agent_type);
switch_channel_set_variable(agent_channel, "cc_member_uuid", h->member_uuid);
switch_channel_set_variable(agent_channel, "cc_member_session_uuid", h->member_session_uuid);
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Real channel found behind loopback agent '%s'\n", h->agent_name);
}
} else {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Failed to find a real channel behind loopback agent '%s'\n", h->agent_name);
}
switch_core_session_rwunlock(other_loopback_session);
} else {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Failed to locate loopback-b channel of agent '%s'\n", h->agent_name);
}
}
if (!strcasecmp(h->queue_strategy,"ring-all")) {
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'",
h->agent_name, cc_member_state2str(CC_MEMBER_STATE_TRYING),
cc_member_state2str(CC_MEMBER_STATE_TRYING), h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Check if we won the race to get the member to our selected agent (Used for Multi system purposes) */
sql = switch_mprintf("SELECT count(*) FROM members"
" WHERE serving_agent = '%q' AND serving_system = 'single_box' AND uuid = '%q' AND system = 'single_box'",
h->agent_name, h->member_uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atoi(res) == 0) {
goto done;
}
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) {
switch_caller_profile_t *member_profile = switch_channel_get_caller_profile(member_channel);
const char *member_dnis = member_profile->rdnis;
switch_channel_event_set_data(agent_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Queue", h->queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "bridge-agent-start");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-UUID", agent_uuid);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Called-Time", "%" SWITCH_TIME_T_FMT, t_agent_called);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Answered-Time", "%" SWITCH_TIME_T_FMT, t_agent_answered);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Joined-Time", "%" SWITCH_TIME_T_FMT, t_member_called);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", h->member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", h->member_cid_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", h->member_cid_number);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-DNIS", member_dnis);
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable(member_channel, "cc_agent", h->agent_name);
switch_channel_set_variable_printf(member_channel, "cc_queue_answered_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
/* Set UUID of the Agent channel */
sql = switch_mprintf("UPDATE agents SET uuid = '%q', last_bridge_start = '%" SWITCH_TIME_T_FMT "', calls_answered = calls_answered + 1, no_answer_count = 0"
" WHERE name = '%q' AND system = '%q'",
agent_uuid, local_epoch_time_now(NULL),
h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Change the agents Status in the tiers */
cc_tier_update("state", cc_tier_state2str(CC_TIER_STATE_ACTIVE_INBOUND), h->queue_name, h->agent_name);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_IN_A_QUEUE_CALL), h->agent_name);
/* Record session if record-template is provided */
if (h->record_template) {
char *expanded = switch_channel_expand_variables(member_channel, h->record_template);
switch_channel_set_variable(member_channel, "cc_record_filename", expanded);
switch_ivr_record_session(member_session, expanded, 0, NULL);
if (expanded != h->record_template) {
switch_safe_free(expanded);
}
}
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Agent %s answered \"%s\" <%s> from queue %s%s\n",
h->agent_name, h->member_cid_name, h->member_cid_number, h->queue_name, (h->record_template?" (Recorded)":""));
if ((o_announce = switch_channel_get_variable(member_channel, "cc_outbound_announce"))) {
playback_array(agent_session, o_announce);
}
/* This is used for the waiting caller to quit waiting for a agent */
switch_channel_set_variable(member_channel, "cc_agent_found", "true");
switch_channel_set_variable(member_channel, "cc_agent_uuid", agent_uuid);
switch_ivr_uuid_bridge(h->member_session_uuid, switch_core_session_get_uuid(agent_session));
switch_channel_wait_for_flag(agent_channel, CF_BRIDGED, SWITCH_TRUE, 1000, NULL);
/* Wait until the agent hangup. This will quit also if the agent transfer the call */
while(switch_channel_up(agent_channel) && globals.running) {
if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)) {
if (!switch_channel_test_flag(agent_channel, CF_BRIDGED)) {
break;
}
}
switch_yield(100000);
}
tiers_state = CC_TIER_STATE_READY;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(agent_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Queue", h->queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "bridge-agent-end");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Hangup-Cause", switch_channel_cause2str(cause));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-UUID", agent_uuid);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Called-Time", "%" SWITCH_TIME_T_FMT, t_agent_called);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Answered-Time", "%" SWITCH_TIME_T_FMT, t_agent_answered);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Joined-Time", "%" SWITCH_TIME_T_FMT, t_member_called);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Bridge-Terminated-Time", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", h->member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", h->member_cid_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", h->member_cid_number);
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
/* Update Agents Items */
/* Do not remove uuid of the agent if we are a standby agent */
sql = switch_mprintf("UPDATE agents SET %s last_bridge_end = %" SWITCH_TIME_T_FMT ", talk_time = talk_time + (%" SWITCH_TIME_T_FMT "-last_bridge_start) WHERE name = '%q' AND system = '%q';"
, (strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)?"uuid = '',":""), local_epoch_time_now(NULL), local_epoch_time_now(NULL), h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Remove the member entry from the db (Could become optional to support latter processing) */
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Caller off event */
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-Queue", h->queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-end");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Hangup-Cause", switch_channel_cause2str(cause));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Cause", "Terminated");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-UUID", agent_uuid);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Called-Time", "%" SWITCH_TIME_T_FMT, t_agent_called);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Answered-Time", "%" SWITCH_TIME_T_FMT, t_agent_answered);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Leaving-Time", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Joined-Time", "%" SWITCH_TIME_T_FMT, t_member_called);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", h->member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", h->member_cid_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", h->member_cid_number);
switch_event_fire(&event);
}
} else {
/* Agent didn't answer or originate failed */
int delay_next_agent_call = 0;
sql = switch_mprintf("UPDATE members SET state = case state when '%q' then '%q' else state end, serving_agent = '', serving_system = ''"
" WHERE serving_agent = '%q' AND serving_system = '%q' AND uuid = '%q' AND system = 'single_box'",
cc_member_state2str(CC_MEMBER_STATE_TRYING), /* Only switch to Waiting from Trying (state may be set to Abandoned in callcenter_function()) */
cc_member_state2str(CC_MEMBER_STATE_WAITING),
h->agent_name, h->agent_system, h->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Agent %s Origination Canceled : %s\n", h->agent_name, switch_channel_cause2str(cause));
switch (cause) {
/* When we hang-up agents that did not answer in ring-all strategy */
case SWITCH_CAUSE_ORIGINATOR_CANCEL:
break;
/* Busy: Do Not Disturb, Circuit congestion */
case SWITCH_CAUSE_NORMAL_CIRCUIT_CONGESTION:
case SWITCH_CAUSE_USER_BUSY:
delay_next_agent_call = (h->busy_delay_time > delay_next_agent_call? h->busy_delay_time : delay_next_agent_call);
break;
/* Reject: User rejected the call */
case SWITCH_CAUSE_CALL_REJECTED:
delay_next_agent_call = (h->reject_delay_time > delay_next_agent_call? h->reject_delay_time : delay_next_agent_call);
break;
/* Protection againts super fast loop due to unregistrer */
case SWITCH_CAUSE_USER_NOT_REGISTERED:
delay_next_agent_call = 5;
break;
/* No answer: Destination does not answer for some other reason */
default:
delay_next_agent_call = (h->no_answer_delay_time > delay_next_agent_call? h->no_answer_delay_time : delay_next_agent_call);
tiers_state = CC_TIER_STATE_NO_ANSWER;
/* Update Agent NO Answer count */
sql = switch_mprintf("UPDATE agents SET no_answer_count = no_answer_count + 1 WHERE name = '%q' AND system = '%q';",
h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Put Agent on break because he didn't answer often */
if (h->max_no_answer > 0 && (h->no_answer_count + 1) >= h->max_no_answer) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Agent %s reach maximum no answer of %d, Putting agent on break\n",
h->agent_name, h->max_no_answer);
cc_agent_update("status", cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), h->agent_name);
}
break;
}
/* Put agent to sleep for some time if necessary */
if (delay_next_agent_call > 0) {
char ready_epoch[64];
switch_snprintf(ready_epoch, sizeof(ready_epoch), "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL) + delay_next_agent_call);
cc_agent_update("ready_time", ready_epoch , h->agent_name);
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Agent %s sleeping for %d seconds\n", h->agent_name, delay_next_agent_call);
}
/* Fire up event when contact agent fails */
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Queue", h->queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "bridge-agent-fail");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Hangup-Cause", switch_channel_cause2str(cause));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Called-Time", "%" SWITCH_TIME_T_FMT, t_agent_called);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Aborted-Time", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-UUID", h->member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", h->member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", h->member_cid_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", h->member_cid_number);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Joined-Time", "%" SWITCH_TIME_T_FMT, t_member_called);
switch_event_fire(&event);
}
}
done:
/* Make Agent Available Again */
sql = switch_mprintf(
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND queue = '%q' AND (state = '%q' OR state = '%q' OR state = '%q');"
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND NOT queue = '%q' AND state = '%q'"
, cc_tier_state2str(tiers_state), h->agent_name, h->queue_name, cc_tier_state2str(CC_TIER_STATE_ACTIVE_INBOUND), cc_tier_state2str(CC_TIER_STATE_STANDBY), cc_tier_state2str(CC_TIER_STATE_OFFERING),
cc_tier_state2str(CC_TIER_STATE_READY), h->agent_name, h->queue_name, cc_tier_state2str(CC_TIER_STATE_STANDBY));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* If we are in Status Available On Demand, set state to Idle so we do not receive another call until state manually changed to Waiting */
if (!strcasecmp(cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND), h->agent_status)) {
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_IDLE), h->agent_name);
} else {
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_WAITING), h->agent_name);
}
if (agent_session) {
switch_core_session_rwunlock(agent_session);
}
if (member_session) {
switch_core_session_rwunlock(member_session);
}
switch_core_destroy_memory_pool(&h->pool);
switch_mutex_lock(globals.mutex);
globals.threads--;
switch_mutex_unlock(globals.mutex);
return NULL;
}
struct agent_callback {
const char *queue_name;
const char *system;
const char *member_uuid;
const char *member_session_uuid;
const char *member_cid_number;
const char *member_cid_name;
const char *member_joined_epoch;
const char *member_score;
const char *strategy;
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;
switch_bool_t agent_found;
int tier;
int tier_agent_available;
};
typedef struct agent_callback agent_callback_t;
static int agents_callback(void *pArg, int argc, char **argv, char **columnNames)
{
agent_callback_t *cbt = (agent_callback_t *) pArg;
char *sql = NULL;
char res[256];
const char *agent_system = argv[0];
const char *agent_name = argv[1];
const char *agent_status = argv[2];
const char *agent_originate_string = argv[3];
const char *agent_no_answer_count = argv[4];
const char *agent_max_no_answer = argv[5];
const char *agent_reject_delay_time = argv[6];
const char *agent_busy_delay_time = argv[7];
const char *agent_no_answer_delay_time = argv[8];
const char *agent_tier_state = argv[9];
const char *agent_last_bridge_end = argv[10];
const char *agent_wrap_up_time = argv[11];
const char *agent_state = argv[12];
const char *agent_ready_time = argv[13];
const char *agent_tier_position = argv[14];
const char *agent_tier_level = argv[15];
const char *agent_type = argv[16];
const char *agent_uuid = argv[17];
switch_bool_t contact_agent = SWITCH_TRUE;
cbt->agent_found = SWITCH_TRUE;
/* 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) local_epoch_time_now(NULL) - atol(cbt->member_joined_epoch) >= atoi(agent_tier_level) * (int)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) local_epoch_time_now(NULL) - atol(cbt->member_joined_epoch) >= (int)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) local_epoch_time_now(NULL) - atol(agent_wrap_up_time)))) {
contact_agent = SWITCH_FALSE;
}
if (! (atol(agent_ready_time) <= (long) local_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 (strcasecmp(agent_system,"single_box" /* SELF */)) {
if (!strcasecmp(cbt->strategy, "ring-all")) {
return 1; /* Abort finding agent for member if we found a match but for a different Server */
} else {
return 0; /* Skip this Agents only, so we can ring the other one */
}
}
if (globals.reserve_agents) {
/* Updating agent state to Reserved only if it was Waiting previously, this is done to avoid race conditions
when updating agents table with external applications */
if (cc_agent_update("state_if_waiting", cc_agent_state2str(CC_AGENT_STATE_RESERVED), agent_name) == CC_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Reserved Agent %s\n", agent_name);
} else {
/* Agent changed state just before we tried to update his state to Reserved. */
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Failed to Reserve Agent: %s. Skipping...\n", agent_name);
return 0;
}
}
if (!strcasecmp(cbt->strategy,"ring-all")) {
/* 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);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
} else {
/* 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'",
agent_name, cc_member_state2str(CC_MEMBER_STATE_TRYING),
cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt->member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Check if we won the race to get the member to our selected agent (Used for Multi system purposes) */
sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = '%q' AND serving_system = 'single_box' AND uuid = '%q' AND system = 'single_box'",
agent_name, cbt->member_uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
}
switch (atoi(res)) {
case 0: /* Ok, someone else took it, or user hanged up already */
return 1;
/* We default to default even if more entry is returned... Should never happen anyway */
default: /* Go ahead, start thread to try to bridge these 2 caller */
{
switch_thread_t *thread;
switch_threadattr_t *thd_attr = NULL;
switch_memory_pool_t *pool;
struct call_helper *h;
switch_core_new_memory_pool(&pool);
h = switch_core_alloc(pool, sizeof(*h));
h->pool = pool;
h->member_uuid = switch_core_strdup(h->pool, cbt->member_uuid);
h->member_session_uuid = switch_core_strdup(h->pool, cbt->member_session_uuid);
h->queue_strategy = switch_core_strdup(h->pool, cbt->strategy);
h->originate_string = switch_core_strdup(h->pool, agent_originate_string);
h->agent_name = switch_core_strdup(h->pool, agent_name);
h->agent_system = switch_core_strdup(h->pool, "single_box");
h->agent_status = switch_core_strdup(h->pool, agent_status);
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->member_joined_epoch);
h->member_cid_name = switch_core_strdup(h->pool, cbt->member_cid_name);
h->member_cid_number = switch_core_strdup(h->pool, cbt->member_cid_number);
h->queue_name = switch_core_strdup(h->pool, cbt->queue_name);
h->record_template = switch_core_strdup(h->pool, cbt->record_template);
h->no_answer_count = atoi(agent_no_answer_count);
h->max_no_answer = atoi(agent_max_no_answer);
h->reject_delay_time = atoi(agent_reject_delay_time);
h->busy_delay_time = atoi(agent_busy_delay_time);
h->no_answer_delay_time = atoi(agent_no_answer_delay_time);
if (!strcasecmp(cbt->strategy, "top-down")) {
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(member_channel, "cc_last_agent_tier_position", agent_tier_position);
switch_channel_set_variable(member_channel, "cc_last_agent_tier_level", agent_tier_level);
switch_core_session_rwunlock(member_session);
}
}
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_RECEIVING), h->agent_name);
sql = switch_mprintf(
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND queue = '%q';"
"UPDATE tiers SET state = '%q' WHERE agent = '%q' AND NOT queue = '%q' AND state = '%q';",
cc_tier_state2str(CC_TIER_STATE_OFFERING), h->agent_name, h->queue_name,
cc_tier_state2str(CC_TIER_STATE_STANDBY), h->agent_name, h->queue_name, cc_tier_state2str(CC_TIER_STATE_READY));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
switch_threadattr_create(&thd_attr, h->pool);
switch_threadattr_detach_set(thd_attr, 1);
switch_threadattr_stacksize_set(thd_attr, SWITCH_THREAD_STACKSIZE);
switch_thread_create(&thread, thd_attr, outbound_agent_thread_run, h, h->pool);
}
if (!strcasecmp(cbt->strategy,"ring-all")) {
return 0;
} else {
return 1;
}
}
}
static int members_callback(void *pArg, int argc, char **argv, char **columnNames)
{
cc_queue_t *queue = NULL;
char *sql = NULL;
char *sql_order_by = NULL;
char *queue_name = NULL;
char *queue_strategy = 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;
uint32_t discard_abandoned_after;
agent_callback_t cbt;
const char *member_state = NULL;
const char *member_abandoned_epoch = NULL;
const char *serving_agent = NULL;
memset(&cbt, 0, sizeof(cbt));
cbt.queue_name = argv[0];
cbt.member_uuid = argv[1];
cbt.member_session_uuid = argv[2];
cbt.member_cid_number = argv[3];
cbt.member_cid_name = argv[4];
cbt.member_joined_epoch = argv[5];
cbt.member_score = argv[6];
member_state = argv[7];
member_abandoned_epoch = argv[8];
serving_agent = argv[9];
if (!cbt.queue_name || !(queue = get_queue(cbt.queue_name))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Queue %s not found locally, skip this member\n", cbt.queue_name);
goto end;
} else {
queue_name = strdup(queue->name);
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;
discard_abandoned_after = queue->discard_abandoned_after;
if (queue->record_template) {
queue_record_template = strdup(queue->record_template);
}
queue_rwunlock(queue);
}
/* Checking for cleanup Abandonded calls from the db */
if (!strcasecmp(member_state, cc_member_state2str(CC_MEMBER_STATE_ABANDONED))) {
switch_time_t abandoned_epoch = atoll(member_abandoned_epoch);
if (abandoned_epoch == 0) {
abandoned_epoch = atoll(cbt.member_joined_epoch);
}
/* Once we pass a certain point, we want to get rid of the abandoned call */
if (abandoned_epoch + discard_abandoned_after < local_epoch_time_now(NULL)) {
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q' AND (abandoned_epoch = '%" SWITCH_TIME_T_FMT "' OR joined_epoch = '%q')", cbt.member_uuid, abandoned_epoch, cbt.member_joined_epoch);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* Skip this member */
goto end;
}
/* Tracking queue strategy changes */
/* 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));
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));
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* Check if member is in the queue waiting */
if (zstr(cbt.member_session_uuid)) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Member %s <%s> in Queue %s have no session uuid, skip this member\n", cbt.member_cid_name, cbt.member_cid_number, cbt.queue_name);
}
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.strategy = queue_strategy;
cbt.record_template = queue_record_template;
cbt.agent_found = SWITCH_FALSE;
if (!strcasecmp(queue->strategy, "top-down")) {
/* WARNING this use channel variable to help dispatch... might need to be reviewed to save it in DB to make this multi server prooft in the future */
switch_core_session_t *member_session = switch_core_session_locate(cbt.member_session_uuid);
int position = 0, level = 0;
const char *last_agent_tier_position, *last_agent_tier_level;
if (member_session) {
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
if ((last_agent_tier_position = switch_channel_get_variable(member_channel, "cc_last_agent_tier_position"))) {
position = atoi(last_agent_tier_position);
}
if ((last_agent_tier_level = switch_channel_get_variable(member_channel, "cc_last_agent_tier_level"))) {
level = atoi(last_agent_tier_level);
}
switch_core_session_rwunlock(member_session);
}
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND tiers.position > %d"
" AND tiers.level = %d"
" UNION "
"SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call",
queue_name,
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
position,
level,
queue_name,
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND)
);
} else if (!strcasecmp(queue->strategy, "round-robin")) {
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" AND tiers.position > (SELECT tiers.position FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = '%q' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1)"
" AND tiers.level = (SELECT tiers.level FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent) WHERE tiers.queue = '%q' AND agents.last_offered_call > 0 ORDER BY agents.last_offered_call DESC LIMIT 1)"
" UNION "
"SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position as tiers_position, tiers.level as tiers_level, agents.type, agents.uuid, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call",
queue_name,
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
queue_name,
queue_name,
queue_name,
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND)
);
} else {
if (!strcasecmp(queue->strategy, "longest-idle-agent")) {
sql_order_by = switch_mprintf("level, agents.last_bridge_end, position");
} else if (!strcasecmp(queue_strategy, "agent-with-least-talk-time")) {
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")) {
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);
switch_safe_free(sql);
sql_order_by = switch_mprintf("level, position");
} else if(!strcasecmp(queue_strategy, "random")) {
sql_order_by = switch_mprintf("level, random()");
} else if(!strcasecmp(queue_strategy, "sequentially-by-agent-order")) {
sql_order_by = switch_mprintf("level, position, agents.last_offered_call"); /* Default to last_offered_call, let add new strategy if needing it differently */
} else {
/* If the strategy doesn't exist, just fallback to the following */
sql_order_by = switch_mprintf("level, position, agents.last_offered_call");
}
sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time, no_answer_delay_time, tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.position, tiers.level, agents.type, agents.uuid FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
" ORDER BY %q",
queue_name,
cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
sql_order_by);
switch_safe_free(sql_order_by);
}
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
/* We update a field in the queue struct so we can kick caller out if waiting for too long with no agent */
if (!cbt.queue_name || !(queue = get_queue(cbt.queue_name))) {
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Queue %s not found locally, skip this member\n", cbt.queue_name);
goto end;
} else {
queue->last_agent_exist_check = local_epoch_time_now(NULL);
if (cbt.agent_found) {
queue->last_agent_exist = queue->last_agent_exist_check;
}
queue_rwunlock(queue);
}
end:
switch_safe_free(queue_name);
switch_safe_free(queue_strategy);
switch_safe_free(queue_record_template);
return 0;
}
static int AGENT_DISPATCH_THREAD_RUNNING = 0;
static int AGENT_DISPATCH_THREAD_STARTED = 0;
void *SWITCH_THREAD_FUNC cc_agent_dispatch_thread_run(switch_thread_t *thread, void *obj)
{
int done = 0;
switch_mutex_lock(globals.mutex);
if (!AGENT_DISPATCH_THREAD_RUNNING) {
AGENT_DISPATCH_THREAD_RUNNING++;
globals.threads++;
} else {
done = 1;
}
switch_mutex_unlock(globals.mutex);
if (done) {
return NULL;
}
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CONSOLE, "Agent Dispatch Thread Started\n");
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",
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_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, members_callback, NULL /* Call back variables */);
switch_safe_free(sql);
switch_yield(100000);
}
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_CONSOLE, "Agent Dispatch Thread Ended\n");
switch_mutex_lock(globals.mutex);
globals.threads--;
AGENT_DISPATCH_THREAD_RUNNING = AGENT_DISPATCH_THREAD_STARTED = 0;
switch_mutex_unlock(globals.mutex);
return NULL;
}
void cc_agent_dispatch_thread_start(void)
{
switch_thread_t *thread;
switch_threadattr_t *thd_attr = NULL;
int done = 0;
switch_mutex_lock(globals.mutex);
if (!AGENT_DISPATCH_THREAD_STARTED) {
AGENT_DISPATCH_THREAD_STARTED++;
} else {
done = 1;
}
switch_mutex_unlock(globals.mutex);
if (done) {
return;
}
switch_threadattr_create(&thd_attr, globals.pool);
switch_threadattr_detach_set(thd_attr, 1);
switch_threadattr_stacksize_set(thd_attr, SWITCH_THREAD_STACKSIZE);
switch_threadattr_priority_set(thd_attr, SWITCH_PRI_REALTIME);
switch_thread_create(&thread, thd_attr, cc_agent_dispatch_thread_run, NULL, globals.pool);
}
struct member_thread_helper {
const char *queue_name;
const char *member_uuid;
const char *member_session_uuid;
const char *member_cid_name;
const char *member_cid_number;
switch_time_t t_member_called;
cc_member_cancel_reason_t member_cancel_reason;
int running;
switch_memory_pool_t *pool;
};
void *SWITCH_THREAD_FUNC cc_member_thread_run(switch_thread_t *thread, void *obj)
{
struct member_thread_helper *m = (struct member_thread_helper *) obj;
switch_core_session_t *member_session = switch_core_session_locate(m->member_session_uuid);
switch_channel_t *member_channel = NULL;
switch_time_t last_announce = local_epoch_time_now(NULL);
switch_bool_t announce_valid = SWITCH_TRUE;
if (member_session) {
member_channel = switch_core_session_get_channel(member_session);
} else {
switch_core_destroy_memory_pool(&m->pool);
return NULL;
}
switch_mutex_lock(globals.mutex);
globals.threads++;
switch_mutex_unlock(globals.mutex);
while(switch_channel_ready(member_channel) && m->running && globals.running) {
cc_queue_t *queue = NULL;
switch_time_t time_now = local_epoch_time_now(NULL);
if (!m->queue_name || !(queue = get_queue(m->queue_name))) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_WARNING, "Queue %s not found\n", m->queue_name);
break;
}
/* Make the Caller Leave if he went over his max wait time */
if (queue->max_wait_time > 0 && queue->max_wait_time <= time_now - m->t_member_called) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait time\n", m->member_cid_name, m->member_cid_number, m->queue_name);
m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_TIMEOUT;
switch_channel_set_flag_value(member_channel, CF_BREAK, 2);
}
/* Check if max wait time no agent is Active AND if there is no Agent AND if the last agent check was after the member join */
if (queue->max_wait_time_with_no_agent > 0 && queue->last_agent_exist_check > queue->last_agent_exist && m->t_member_called <= queue->last_agent_exist_check) {
/* Check if the time without agent is bigger or equal than out threshold */
if (queue->last_agent_exist_check - queue->last_agent_exist >= queue->max_wait_time_with_no_agent) {
/* Check for grace period with no agent when member join */
if (queue->max_wait_time_with_no_agent_time_reached > 0) {
/* Check if the last agent check was after the member join, and we waited atless the extra time */
if (queue->last_agent_exist_check - m->t_member_called >= queue->max_wait_time_with_no_agent_time_reached + queue->max_wait_time_with_no_agent) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait of %d sec. with no agent plus join grace period of %d sec.\n", m->member_cid_name, m->member_cid_number, m->queue_name, queue->max_wait_time_with_no_agent, queue->max_wait_time_with_no_agent_time_reached);
m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT;
switch_channel_set_flag_value(member_channel, CF_BREAK, 2);
}
} else {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> in queue '%s' reached max wait of %d sec. with no agent\n", m->member_cid_name, m->member_cid_number, m->queue_name, queue->max_wait_time_with_no_agent);
m->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NO_AGENT_TIMEOUT;
switch_channel_set_flag_value(member_channel, CF_BREAK, 2);
}
}
}
/* TODO Go thought the list of phrases */
/* SAMPLE CODE to playback something over the MOH
switch_event_t *event;
if (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", "tone_stream://%(200,0,500,600,700)");
switch_core_session_queue_private_event(member_session, &event, SWITCH_TRUE);
}
*/
/* If Agent Logoff, we might need to recalculare score based on skill */
/* Play the periodic announcement if it is time to do so */
if (announce_valid == SWITCH_TRUE && queue->announce && queue->announce_freq > 0 &&
queue->announce_freq <= time_now - last_announce) {
switch_status_t status = SWITCH_STATUS_FALSE;
/* Stop previous announcement in case it's still running */
switch_ivr_stop_displace_session(member_session, queue->announce);
/* Play the announcement */
status = switch_ivr_displace_session(member_session, queue->announce, 0, NULL);
if (status != SWITCH_STATUS_SUCCESS) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_WARNING,
"Couldn't play announcement '%s'\n", queue->announce);
announce_valid = SWITCH_FALSE;
}
else {
last_announce = time_now;
}
}
queue_rwunlock(queue);
switch_yield(500000);
}
switch_core_session_rwunlock(member_session);
switch_core_destroy_memory_pool(&m->pool);
switch_mutex_lock(globals.mutex);
globals.threads--;
switch_mutex_unlock(globals.mutex);
return NULL;
}
struct moh_dtmf_helper {
const char *queue_name;
const char *exit_keys;
char dtmf;
};
static switch_status_t moh_on_dtmf(switch_core_session_t *session, void *input, switch_input_type_t itype, void *buf, unsigned int buflen) {
struct moh_dtmf_helper *h = (struct moh_dtmf_helper *) buf;
switch (itype) {
case SWITCH_INPUT_TYPE_DTMF:
if (h->exit_keys && *(h->exit_keys)) {
switch_dtmf_t *dtmf = (switch_dtmf_t *) input;
if (strchr(h->exit_keys, dtmf->digit)) {
h->dtmf = dtmf->digit;
return SWITCH_STATUS_BREAK;
}
}
break;
default:
break;
}
return SWITCH_STATUS_SUCCESS;
}
#define CC_DESC "callcenter"
#define CC_USAGE "queue_name"
SWITCH_STANDARD_APP(callcenter_function)
{
char *argv[6] = { 0 };
char *mydata = NULL;
cc_queue_t *queue = NULL;
const char *queue_name = NULL;
switch_core_session_t *member_session = session;
switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
char *sql = NULL;
char *member_session_uuid = switch_core_session_get_uuid(member_session);
struct member_thread_helper *h = NULL;
switch_thread_t *thread;
switch_threadattr_t *thd_attr = NULL;
switch_memory_pool_t *pool;
switch_channel_timetable_t *times = NULL;
const char *cc_moh_override = switch_channel_get_variable(member_channel, "cc_moh_override");
const char *cc_base_score = switch_channel_get_variable(member_channel, "cc_base_score");
int cc_base_score_int = 0;
const char *cur_moh = NULL;
char *moh_expanded = NULL;
char start_epoch[64];
switch_event_t *event;
switch_time_t t_member_called = local_epoch_time_now(NULL);
long abandoned_epoch = 0;
switch_uuid_t smember_uuid;
char member_uuid[SWITCH_UUID_FORMATTED_LENGTH + 1] = "";
switch_bool_t agent_found = SWITCH_FALSE;
switch_bool_t moh_valid = SWITCH_TRUE;
const char *p;
if (!zstr(data)) {
mydata = switch_core_session_strdup(member_session, data);
switch_separate_string(mydata, ' ', argv, (sizeof(argv) / sizeof(argv[0])));
} else {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_WARNING, "No Queue name provided\n");
goto end;
}
if (argv[0]) {
queue_name = argv[0];
}
if (!queue_name || !(queue = get_queue(queue_name))) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_WARNING, "Queue %s not found\n", queue_name);
goto end;
}
/* Make sure we answer the channel before getting the switch_channel_time_table_t answer time */
switch_channel_answer(member_channel);
/* Grab the start epoch of a channel */
times = switch_channel_get_timetable(member_channel);
switch_snprintf(start_epoch, sizeof(start_epoch), "%" SWITCH_TIME_T_FMT, times->answered / 1000000);
/* Check if we support and 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 uuid FROM members WHERE queue = '%q' AND cid_number = '%q' AND state = '%q' ORDER BY abandoned_epoch DESC",
queue_name, 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);
strncpy(member_uuid, res, sizeof(member_uuid));
if (!zstr(member_uuid)) {
sql = switch_mprintf("SELECT abandoned_epoch FROM members WHERE uuid = '%q'", member_uuid);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
abandoned_epoch = atol(res);
}
}
/* If no existing uuid is restored, let create a new one */
if (abandoned_epoch == 0) {
switch_uuid_get(&smember_uuid);
switch_uuid_format(member_uuid, &smember_uuid);
}
switch_channel_set_variable(member_channel, "cc_side", "member");
switch_channel_set_variable(member_channel, "cc_member_uuid", member_uuid);
/* Add manually imported score */
if (cc_base_score) {
cc_base_score_int += atoi(cc_base_score);
}
/* If system, will add the total time the session is up to the base score */
if (!switch_strlen_zero(start_epoch) && !strcasecmp("system", queue->time_base_score)) {
cc_base_score_int += ((long) local_epoch_time_now(NULL) - atol(start_epoch));
}
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-Queue", queue_name);
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-Member-UUID", member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_joined_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_channel_set_variable(member_channel, "cc_queue", queue_name);
if (abandoned_epoch == 0) {
/* 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);
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')",
queue_name,
member_uuid,
member_session_uuid,
start_epoch,
local_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];
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> restoring it previous position in 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);
/* Update abandoned member */
sql = switch_mprintf("UPDATE members SET session_uuid = '%q', state = '%q', rejoined_epoch = '%" SWITCH_TIME_T_FMT "' WHERE uuid = '%q' AND state = '%q'",
member_session_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING), local_epoch_time_now(NULL), member_uuid, 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 session_uuid = '%q' AND state = '%q' AND queue = '%q'", member_uuid, member_session_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING), queue_name);
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
if (atol(res) == 0) {
/* Failed to get the member !!! */
/* TODO Loop back to just create a uuid and add the member as a new member */
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_ERROR, "Member %s <%s> restoring action failed in queue %s, exiting\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);
queue_rwunlock(queue);
goto end;
}
}
/* Send Event with queue count */
cc_queue_count(queue_name);
/* Start Thread that will playback different prompt to the channel */
switch_core_new_memory_pool(&pool);
h = switch_core_alloc(pool, sizeof(*h));
h->pool = pool;
h->member_uuid = switch_core_strdup(h->pool, member_uuid);
h->member_session_uuid = switch_core_strdup(h->pool, member_session_uuid);
h->member_cid_name = switch_core_strdup(h->pool, switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
h->member_cid_number = switch_core_strdup(h->pool, switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
h->queue_name = switch_core_strdup(h->pool, queue_name);
h->t_member_called = t_member_called;
h->member_cancel_reason = CC_MEMBER_CANCEL_REASON_NONE;
h->running = 1;
switch_threadattr_create(&thd_attr, h->pool);
switch_threadattr_detach_set(thd_attr, 1);
switch_threadattr_stacksize_set(thd_attr, SWITCH_THREAD_STACKSIZE);
switch_thread_create(&thread, thd_attr, cc_member_thread_run, h, h->pool);
/* Playback MOH */
if (cc_moh_override) {
cur_moh = switch_core_session_strdup(member_session, cc_moh_override);
} else {
cur_moh = switch_core_session_strdup(member_session, queue->moh);
}
queue_rwunlock(queue);
moh_expanded = switch_channel_expand_variables(member_channel, cur_moh);
while (switch_channel_ready(member_channel)) {
switch_input_args_t args = { 0 };
struct moh_dtmf_helper ht;
ht.exit_keys = switch_channel_get_variable(member_channel, "cc_exit_keys");
ht.dtmf = '\0';
args.input_callback = moh_on_dtmf;
args.buf = (void *) &ht;
args.buflen = sizeof(h);
/* An agent was found, time to exit and let the bridge do it job */
if ((p = switch_channel_get_variable(member_channel, "cc_agent_found")) && (agent_found = switch_true(p))) {
break;
}
/* If the member thread set a different reason, we monitor it so we can quit the wait */
if (h->member_cancel_reason != CC_MEMBER_CANCEL_REASON_NONE) {
break;
}
switch_core_session_flush_private_events(member_session);
if (moh_valid && moh_expanded) {
switch_status_t status = switch_ivr_play_file(member_session, NULL, moh_expanded, &args);
if (status == SWITCH_STATUS_FALSE /* Invalid Recording */ && SWITCH_READ_ACCEPTABLE(status)) {
/* Sadly, there doesn't seem to be a return to switch_ivr_play_file that tell you the file wasn't found. FALSE also mean that the channel got switch to BRAKE state, so we check for read acceptable */
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_WARNING, "Couldn't play file '%s', continuing wait with no audio\n", cur_moh);
moh_valid = SWITCH_FALSE;
} else if (status == SWITCH_STATUS_BREAK) {
char buf[2] = { ht.dtmf, 0 };
switch_channel_set_variable(member_channel, "cc_exit_key", buf);
break;
} else if (!SWITCH_READ_ACCEPTABLE(status)) {
break;
}
} else {
if ((switch_ivr_collect_digits_callback(member_session, &args, 0, 0)) == SWITCH_STATUS_BREAK) {
char buf[2] = { ht.dtmf, 0 };
switch_channel_set_variable(member_channel, "cc_exit_key", buf);
break;
}
}
switch_yield(1000);
}
if (moh_expanded != cur_moh) {
switch_safe_free(moh_expanded);
}
/* Make sure an agent was found, as we might break above without setting it */
if (!agent_found && (p = switch_channel_get_variable(member_channel, "cc_agent_found"))) {
agent_found = switch_true(p);
}
/* Stop member thread */
if (h) {
h->running = 0;
}
/* Check if we were removed because FS Core(BREAK) asked us to */
if (h->member_cancel_reason == CC_MEMBER_CANCEL_REASON_NONE && !agent_found) {
h->member_cancel_reason = CC_MEMBER_CANCEL_REASON_BREAK_OUT;
}
switch_channel_set_variable(member_channel, "cc_agent_found", NULL);
/* Canceled for some reason */
if (!switch_channel_up(member_channel) || h->member_cancel_reason != CC_MEMBER_CANCEL_REASON_NONE) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> abandoned waiting in 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);
/* Update member state */
sql = switch_mprintf("UPDATE members SET state = '%q', session_uuid = '', abandoned_epoch = '%" SWITCH_TIME_T_FMT "' WHERE system = 'single_box' AND uuid = '%q'",
cc_member_state2str(CC_MEMBER_STATE_ABANDONED), local_epoch_time_now(NULL), member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Hangup any callback agents */
switch_core_session_hupall_matching_var("cc_member_pre_answer_uuid", member_uuid, SWITCH_CAUSE_ORIGINATOR_CANCEL);
/* Generate an event */
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-Queue", queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "member-queue-end");
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Leaving-Time", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Joined-Time", "%" SWITCH_TIME_T_FMT, t_member_called);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Cause", "Cancel");
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Cancel-Reason", cc_member_cancel_reason2str(h->member_cancel_reason));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-UUID", member_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-Session-UUID", member_session_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Name", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")));
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")));
switch_event_fire(&event);
}
/* Update some channel variables for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_canceled_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
switch_channel_set_variable_printf(member_channel, "cc_cause", "%s", "cancel");
switch_channel_set_variable_printf(member_channel, "cc_cancel_reason", "%s", cc_member_cancel_reason2str(h->member_cancel_reason));
/* Print some debug log information */
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member \"%s\" <%s> exit queue %s due to %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, cc_member_cancel_reason2str(h->member_cancel_reason));
} else {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> is answered by an agent in 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);
/* Update member state */
sql = switch_mprintf("UPDATE members SET state = '%q', bridge_epoch = '%" SWITCH_TIME_T_FMT "' WHERE system = 'single_box' AND uuid = '%q'",
cc_member_state2str(CC_MEMBER_STATE_ANSWERED), local_epoch_time_now(NULL), member_uuid);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Update some channel variables for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_cause", "%s", "answered");
}
/* Send Event with queue count */
cc_queue_count(queue_name);
end:
return;
}
struct list_result {
const char *name;
const char *format;
int row_process;
switch_stream_handle_t *stream;
};
static int list_result_callback(void *pArg, int argc, char **argv, char **columnNames)
{
struct list_result *cbt = (struct list_result *) pArg;
int i = 0;
cbt->row_process++;
if (cbt->row_process == 1) {
for ( i = 0; i < argc; i++) {
cbt->stream->write_function(cbt->stream,"%s", columnNames[i]);
if (i < argc - 1) {
cbt->stream->write_function(cbt->stream,"|");
}
}
cbt->stream->write_function(cbt->stream,"\n");
}
for ( i = 0; i < argc; i++) {
cbt->stream->write_function(cbt->stream,"%s", argv[i]);
if (i < argc - 1) {
cbt->stream->write_function(cbt->stream,"|");
}
}
cbt->stream->write_function(cbt->stream,"\n");
return 0;
}
#define CC_CONFIG_API_SYNTAX "callcenter_config <target> <args>,\n"\
"\tcallcenter_config agent add [name] [type] | \n" \
"\tcallcenter_config agent del [name] | \n" \
"\tcallcenter_config agent reload [name] | \n" \
"\tcallcenter_config agent set status [agent_name] [status] | \n" \
"\tcallcenter_config agent set state [agent_name] [state] | \n" \
"\tcallcenter_config agent set contact [agent_name] [contact] | \n" \
"\tcallcenter_config agent set ready_time [agent_name] [wait till epoch] | \n"\
"\tcallcenter_config agent set reject_delay_time [agent_name] [wait second] | \n"\
"\tcallcenter_config agent set busy_delay_time [agent_name] [wait second] | \n"\
"\tcallcenter_config agent set no_answer_delay_time [agent_name] [wait second] | \n"\
"\tcallcenter_config agent get status [agent_name] | \n" \
"\tcallcenter_config agent get state [agent_name] | \n" \
"\tcallcenter_config agent get uuid [agent_name] | \n" \
"\tcallcenter_config agent list [[agent_name]] | \n" \
"\tcallcenter_config tier add [queue_name] [agent_name] [[level]] [[position]] | \n" \
"\tcallcenter_config tier set state [queue_name] [agent_name] [state] | \n" \
"\tcallcenter_config tier set level [queue_name] [agent_name] [level] | \n" \
"\tcallcenter_config tier set position [queue_name] [agent_name] [position] | \n" \
"\tcallcenter_config tier del [queue_name] [agent_name] | \n" \
"\tcallcenter_config tier reload [queue_name] [agent_name] | \n" \
"\tcallcenter_config tier list | \n" \
"\tcallcenter_config queue load [queue_name] | \n" \
"\tcallcenter_config queue unload [queue_name] | \n" \
"\tcallcenter_config queue reload [queue_name] | \n" \
"\tcallcenter_config queue list | \n" \
"\tcallcenter_config queue list agents [queue_name] [status] [state] | \n" \
"\tcallcenter_config queue list members [queue_name] | \n" \
"\tcallcenter_config queue list tiers [queue_name] | \n" \
"\tcallcenter_config queue count | \n" \
"\tcallcenter_config queue count agents [queue_name] [status] [state] | \n" \
"\tcallcenter_config queue count members [queue_name] | \n" \
"\tcallcenter_config queue count tiers [queue_name]"
SWITCH_STANDARD_API(cc_config_api_function)
{
char *mydata = NULL, *argv[8] = { 0 };
const char *section = NULL;
const char *action = NULL;
char *sql;
int initial_argc = 2;
int argc;
if (!globals.running) {
return SWITCH_STATUS_FALSE;
}
if (zstr(cmd)) {
stream->write_function(stream, "-USAGE: \n%s\n", CC_CONFIG_API_SYNTAX);
return SWITCH_STATUS_SUCCESS;
}
mydata = strdup(cmd);
switch_assert(mydata);
argc = switch_separate_string(mydata, ' ', argv, (sizeof(argv) / sizeof(argv[0])));
if (argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
}
section = argv[0];
action = argv[1];
if (section && !strcasecmp(section, "agent")) {
if (action && !strcasecmp(action, "add")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *name = argv[0 + initial_argc];
const char *type = argv[1 + initial_argc];
switch (cc_agent_add(name, type)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_AGENT_ALREADY_EXIST:
stream->write_function(stream, "%s", "-ERR Agent already exist!\n");
goto done;
case CC_STATUS_AGENT_INVALID_TYPE:
stream->write_function(stream, "%s", "-ERR Agent type invalid!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "del")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *agent = argv[0 + initial_argc];
switch (cc_agent_del(agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "reload")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *agent = argv[0 + initial_argc];
switch (load_agent(agent)) {
case SWITCH_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "set")) {
if (argc-initial_argc < 3) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *key = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
const char *value = argv[2 + initial_argc];
switch (cc_agent_update(key, value, agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_AGENT_INVALID_STATUS:
stream->write_function(stream, "%s", "-ERR Invalid Agent Status!\n");
goto done;
case CC_STATUS_AGENT_INVALID_STATE:
stream->write_function(stream, "%s", "-ERR Invalid Agent State!\n");
goto done;
case CC_STATUS_AGENT_INVALID_TYPE:
stream->write_function(stream, "%s", "-ERR Invalid Agent Type!\n");
goto done;
case CC_STATUS_INVALID_KEY:
stream->write_function(stream, "%s", "-ERR Invalid Agent Update KEY!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "get")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *key = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
char ret[64];
switch (cc_agent_get(key, agent, ret, sizeof(ret))) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", ret);
break;
case CC_STATUS_INVALID_KEY:
stream->write_function(stream, "%s", "-ERR Invalid Agent Update KEY!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "list")) {
struct list_result cbt;
cbt.row_process = 0;
cbt.stream = stream;
if ( argc-initial_argc > 1 ) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else if ( argc-initial_argc == 1 ) {
sql = switch_mprintf("SELECT * FROM agents WHERE name='%q'", argv[0 + initial_argc]);
} else {
sql = switch_mprintf("SELECT * FROM agents");
}
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, list_result_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
stream->write_function(stream, "%s", "+OK\n");
}
} else if (section && !strcasecmp(section, "tier")) {
if (action && !strcasecmp(action, "add")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
int i_level=1, i_position=1;
const char *queue_name = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
const char *level = argv[2 + initial_argc];
const char *position = argv[3 + initial_argc];
if (!zstr(level)) {
i_level=atoi(level);
}
if (!zstr(position)) {
i_position=atoi(position);
}
switch(cc_tier_add(queue_name, agent, cc_tier_state2str(CC_TIER_STATE_READY), i_level, i_position)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_QUEUE_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Queue not found!\n");
goto done;
case CC_STATUS_TIER_INVALID_STATE:
stream->write_function(stream, "%s", "-ERR Invalid Tier State!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
case CC_STATUS_TIER_ALREADY_EXIST:
stream->write_function(stream, "%s", "-ERR Tier already exist!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "set")) {
if (argc-initial_argc < 4) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *key = argv[0 + initial_argc];
const char *queue_name = argv[1 + initial_argc];
const char *agent = argv[2 + initial_argc];
const char *value = argv[3 + initial_argc];
switch(cc_tier_update(key, value, queue_name, agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
case CC_STATUS_AGENT_INVALID_STATUS:
stream->write_function(stream, "%s", "-ERR Invalid Agent Status!\n");
goto done;
case CC_STATUS_TIER_INVALID_STATE:
stream->write_function(stream, "%s", "-ERR Invalid Tier State!\n");
goto done;
case CC_STATUS_INVALID_KEY:
stream->write_function(stream, "%s", "-ERR Invalid Tier Update KEY!\n");
goto done;
case CC_STATUS_AGENT_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
case CC_STATUS_QUEUE_NOT_FOUND:
stream->write_function(stream, "%s", "-ERR Agent not found!\n");
goto done;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "del")) {
if (argc-initial_argc < 2) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
switch (cc_tier_del(queue, agent)) {
case CC_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "reload")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue = argv[0 + initial_argc];
const char *agent = argv[1 + initial_argc];
switch_bool_t load_all = SWITCH_FALSE;
if (!strcasecmp(queue, "all")) {
load_all = SWITCH_TRUE;
}
switch (load_tiers(load_all, queue, agent)) {
case SWITCH_STATUS_SUCCESS:
stream->write_function(stream, "%s", "+OK\n");
break;
default:
stream->write_function(stream, "%s", "-ERR Unknown Error!\n");
goto done;
}
}
} else if (action && !strcasecmp(action, "list")) {
struct list_result cbt;
cbt.row_process = 0;
cbt.stream = stream;
sql = switch_mprintf("SELECT * FROM tiers ORDER BY level, position");
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, list_result_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
stream->write_function(stream, "%s", "+OK\n");
}
} else if (section && !strcasecmp(section, "queue")) {
if (action && !strcasecmp(action, "load")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue_name = argv[0 + initial_argc];
cc_queue_t *queue = NULL;
if ((queue = get_queue(queue_name))) {
queue_rwunlock(queue);
stream->write_function(stream, "%s", "+OK\n");
} else {
stream->write_function(stream, "%s", "-ERR Invalid Queue not found!\n");
}
}
} else if (action && !strcasecmp(action, "unload")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue_name = argv[0 + initial_argc];
destroy_queue(queue_name);
stream->write_function(stream, "%s", "+OK\n");
}
} else if (action && !strcasecmp(action, "reload")) {
if (argc-initial_argc < 1) {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
} else {
const char *queue_name = argv[0 + initial_argc];
cc_queue_t *queue = NULL;
destroy_queue(queue_name);
if ((queue = get_queue(queue_name))) {
queue_rwunlock(queue);
stream->write_function(stream, "%s", "+OK\n");
} else {
stream->write_function(stream, "%s", "-ERR Invalid Queue not found!\n");
}
}
} else if (action && !strcasecmp(action, "list")) {
/* queue list */
if (argc-initial_argc < 1) {
switch_hash_index_t *hi;
stream->write_function(stream, "%s", "name|strategy|moh_sound|time_base_score|tier_rules_apply|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\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;
const void *key;
switch_ssize_t keylen;
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\n", queue->name, queue->strategy, queue->moh, queue->time_base_score, (queue->tier_rules_apply?"true":"false"), queue->tier_rule_wait_second, (queue->tier_rule_wait_multiply_level?"true":"false"), (queue->tier_rule_no_agent_no_wait?"true":"false"), queue->discard_abandoned_after, (queue->abandoned_resume_allowed?"true":"false"), queue->max_wait_time, queue->max_wait_time_with_no_agent, queue->max_wait_time_with_no_agent_time_reached, queue->record_template);
queue = NULL;
}
switch_mutex_unlock(globals.mutex);
stream->write_function(stream, "%s", "+OK\n");
goto done;
} else {
const char *sub_action = argv[0 + initial_argc];
const char *queue_name = argv[1 + initial_argc];
const char *status = NULL;
const char *state = NULL;
struct list_result cbt;
/* queue list agents */
if (sub_action && !strcasecmp(sub_action, "agents")) {
if (argc-initial_argc > 2) {
status = argv[2 + initial_argc];
}
if (argc-initial_argc > 3) {
state = argv[3 + initial_argc];
}
if (state) {
sql = switch_mprintf("SELECT agents.* FROM agents,tiers WHERE tiers.agent = agents.name AND tiers.queue = '%q' AND agents.status = '%q' AND agents.state = '%q'", queue_name, status, state);
}
else if (status) {
sql = switch_mprintf("SELECT agents.* FROM agents,tiers WHERE tiers.agent = agents.name AND tiers.queue = '%q' AND agents.status = '%q'", queue_name, status);
} else {
sql = switch_mprintf("SELECT agents.* FROM agents,tiers WHERE tiers.agent = agents.name AND tiers.queue = '%q'", queue_name);
}
/* queue list members */
} else if (sub_action && !strcasecmp(sub_action, "members")) {
sql = switch_mprintf("SELECT *,(%" SWITCH_TIME_T_FMT "-joined_epoch)+base_score+skill_score AS score FROM members WHERE queue = '%q' ORDER BY score DESC;", local_epoch_time_now(NULL), queue_name);
/* queue list tiers */
} else if (sub_action && !strcasecmp(sub_action, "tiers")) {
sql = switch_mprintf("SELECT * FROM tiers WHERE queue = '%q';", queue_name);
} else {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
}
cbt.row_process = 0;
cbt.stream = stream;
cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, list_result_callback, &cbt /* Call back variables */);
switch_safe_free(sql);
stream->write_function(stream, "%s", "+OK\n");
}
} else if (action && !strcasecmp(action, "count")) {
/* queue count */
if (argc-initial_argc < 1) {
switch_hash_index_t *hi;
int queue_count = 0;
switch_mutex_lock(globals.mutex);
for (hi = switch_core_hash_first(globals.queue_hash); hi; hi = switch_core_hash_next(&hi)) {
queue_count++;
}
switch_mutex_unlock(globals.mutex);
stream->write_function(stream, "%d\n", queue_count);
goto done;
} else {
const char *sub_action = argv[0 + initial_argc];
const char *queue_name = argv[1 + initial_argc];
const char *status = NULL;
const char *state = NULL;
char res[256] = "";
/* queue count agents */
if (sub_action && !strcasecmp(sub_action, "agents")) {
if (argc-initial_argc > 2) {
status = argv[2 + initial_argc];
}
if (argc-initial_argc > 3) {
state = argv[3 + initial_argc];
}
if (state) {
sql = switch_mprintf("SELECT count(*) FROM agents,tiers WHERE tiers.agent = agents.name AND tiers.queue = '%q' AND agents.status = '%q' AND agents.state = '%q'", queue_name, status, state);
}
else if (status) {
sql = switch_mprintf("SELECT count(*) FROM agents,tiers WHERE tiers.agent = agents.name AND tiers.queue = '%q' AND agents.status = '%q'", queue_name, status);
} else {
sql = switch_mprintf("SELECT count(*) FROM agents,tiers WHERE tiers.agent = agents.name AND tiers.queue = '%q'", queue_name);
}
/* queue count members */
} else if (sub_action && !strcasecmp(sub_action, "members")) {
sql = switch_mprintf("SELECT count(*) FROM members WHERE queue = '%q';", queue_name);
/* queue count tiers */
} else if (sub_action && !strcasecmp(sub_action, "tiers")) {
sql = switch_mprintf("SELECT count(*) FROM tiers WHERE queue = '%q';", queue_name);
} else {
stream->write_function(stream, "%s", "-ERR Invalid!\n");
goto done;
}
cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
switch_safe_free(sql);
stream->write_function(stream, "%d\n", atoi(res));
}
}
}
goto done;
done:
free(mydata);
return SWITCH_STATUS_SUCCESS;
}
/* Macro expands to: switch_status_t mod_callcenter_load(switch_loadable_module_interface_t **module_interface, switch_memory_pool_t *pool) */
SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
{
switch_application_interface_t *app_interface;
switch_api_interface_t *api_interface;
switch_status_t status;
memset(&globals, 0, sizeof(globals));
globals.pool = pool;
switch_core_hash_init(&globals.queue_hash);
switch_mutex_init(&globals.mutex, SWITCH_MUTEX_NESTED, globals.pool);
if ((status = load_config()) != SWITCH_STATUS_SUCCESS) {
return status;
}
switch_mutex_lock(globals.mutex);
globals.running = 1;
switch_mutex_unlock(globals.mutex);
/* connect my internal structure to the blank pointer passed to me */
*module_interface = switch_loadable_module_create_module_interface(pool, modname);
if (!AGENT_DISPATCH_THREAD_STARTED) {
cc_agent_dispatch_thread_start();
}
SWITCH_ADD_APP(app_interface, "callcenter", "CallCenter", CC_DESC, callcenter_function, CC_USAGE, SAF_NONE);
SWITCH_ADD_API(api_interface, "callcenter_config", "Config of callcenter", cc_config_api_function, CC_CONFIG_API_SYNTAX);
switch_console_set_complete("add callcenter_config agent add");
switch_console_set_complete("add callcenter_config agent del");
switch_console_set_complete("add callcenter_config agent reload");
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 uuid");
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 set no_answer_delay_time");
switch_console_set_complete("add callcenter_config agent get status");
switch_console_set_complete("add callcenter_config agent list");
switch_console_set_complete("add callcenter_config tier add");
switch_console_set_complete("add callcenter_config tier del");
switch_console_set_complete("add callcenter_config tier reload");
switch_console_set_complete("add callcenter_config tier set state");
switch_console_set_complete("add callcenter_config tier set level");
switch_console_set_complete("add callcenter_config tier set position");
switch_console_set_complete("add callcenter_config tier list");
switch_console_set_complete("add callcenter_config queue load");
switch_console_set_complete("add callcenter_config queue unload");
switch_console_set_complete("add callcenter_config queue reload");
switch_console_set_complete("add callcenter_config queue list");
switch_console_set_complete("add callcenter_config queue list agents");
switch_console_set_complete("add callcenter_config queue list members");
switch_console_set_complete("add callcenter_config queue list tiers");
switch_console_set_complete("add callcenter_config queue count");
switch_console_set_complete("add callcenter_config queue count agents");
switch_console_set_complete("add callcenter_config queue count members");
switch_console_set_complete("add callcenter_config queue count tiers");
/* indicate that the module should continue to be loaded */
return SWITCH_STATUS_SUCCESS;
}
/*
Called when the system shuts down
Macro expands to: switch_status_t mod_callcenter_shutdown() */
SWITCH_MODULE_SHUTDOWN_FUNCTION(mod_callcenter_shutdown)
{
switch_hash_index_t *hi = NULL;
cc_queue_t *queue;
void *val = NULL;
const void *key;
switch_ssize_t keylen;
int sanity = 0;
switch_mutex_lock(globals.mutex);
if (globals.running == 1) {
globals.running = 0;
}
switch_mutex_unlock(globals.mutex);
while (globals.threads) {
switch_cond_next();
if (++sanity >= 60000) {
break;
}
}
switch_mutex_lock(globals.mutex);
while ((hi = switch_core_hash_first_iter( globals.queue_hash, hi))) {
switch_core_hash_this(hi, &key, &keylen, &val);
queue = (cc_queue_t *) val;
switch_core_hash_delete(globals.queue_hash, queue->name);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Waiting for write lock (queue %s)\n", queue->name);
switch_thread_rwlock_wrlock(queue->rwlock);
switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Destroying queue %s\n", queue->name);
switch_core_destroy_memory_pool(&queue->pool);
queue = NULL;
}
switch_safe_free(globals.odbc_dsn);
switch_safe_free(globals.dbname);
switch_mutex_unlock(globals.mutex);
return SWITCH_STATUS_SUCCESS;
}
/* For Emacs:
* Local Variables:
* mode:c
* indent-tabs-mode:t
* tab-width:4
* c-basic-offset:4
* End:
* For VIM:
* vim:set softtabstop=4 shiftwidth=4 tabstop=4 noet
*/
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