mod_callcenter: Added value busy_delay_time and reject_delay_time so we can wait...

diff --git a/conf/autoload_configs/callcenter.conf.xml b/conf/autoload_configs/callcenter.conf.xml
index 5fb0ace2b79f5739a6696ee1a57766692f1bfc2c..0f4fb2a6dd51a95b6d4bab08713b3f8417885eeb 100644 (file)
--- a/conf/autoload_configs/callcenter.conf.xml
+++ b/conf/autoload_configs/callcenter.conf.xml
@@ -18,7 +18,7 @@
 <!-- WARNING : Configuring XML Tiers will reset the provided level and position if provided.-->
 <!-- WARNING : Agents and Tiers XML config shouldn't be used in a multi FS shared DB setup(Not currently supported anyway) -->
   <agents>
-    <!--<agent name="1000@default" type="callback" contact="[call_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" />-->
+    <!--<agent name="1000@default" type="callback" contact="[call_timeout=10]user/1000@default" status="Available" max-no-answer="3" wrap-up-time="10" reject-delay-time="10" busy-delay-time="60" />-->
   </agents>
   <tiers>
     <!-- if no level or position is provided, they will default to 1.  You should do this to keep db value on restart -->

diff --git a/src/mod/applications/mod_callcenter/mod_callcenter.c b/src/mod/applications/mod_callcenter/mod_callcenter.c
index 65525d1a2acd6bc6cb30d07760e2508d43ea6328..4c055094cbea96907e9eacc3f5892f87626e77c2 100644 (file)
--- a/src/mod/applications/mod_callcenter/mod_callcenter.c
+++ b/src/mod/applications/mod_callcenter/mod_callcenter.c
@@ -205,13 +205,16 @@ static char agents_sql[] =
 
 "   max_no_answer INTEGER NOT NULL DEFAULT 0,\n"
 "   wrap_up_time INTEGER NOT NULL DEFAULT 0,\n"
+"   reject_delay_time INTEGER NOT NULL DEFAULT 0,\n"
+"   busy_delay_time INTEGER NOT NULL DEFAULT 0,\n"
 "   last_bridge_start INTEGER NOT NULL DEFAULT 0,\n"
 "   last_bridge_end INTEGER NOT NULL DEFAULT 0,\n"
 "   last_offered_call INTEGER NOT NULL DEFAULT 0,\n" 
 "   last_status_change INTEGER NOT NULL DEFAULT 0,\n"
 "   no_answer_count INTEGER NOT NULL DEFAULT 0,\n"
 "   calls_answered  INTEGER NOT NULL DEFAULT 0,\n"
-"   talk_time  INTEGER NOT NULL DEFAULT 0\n"
+"   talk_time  INTEGER NOT NULL DEFAULT 0,\n"
+"   ready_time INTEGER NOT NULL DEFAULT 0\n"
 ");\n";
 
 
@@ -629,9 +632,11 @@ static cc_queue_t *load_queue(const char *queue_name)
                        goto end;
                }
 
-               //              switch_cache_db_test_reactive(dbh, "select count(name) from queues", "drop table queues", queues_sql);
                switch_cache_db_test_reactive(dbh, "select count(system_epoch) from members", "drop table members", members_sql);
-               switch_cache_db_test_reactive(dbh, "select count(max_no_answer) from agents", "drop table agents", agents_sql);
+               switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", NULL, "alter table agents add ready_time integer not null default 0;"
+                                                                                       "alter table agents add reject_delay_time integer not null default 0;"
+                                                                                       "alter table agents add busy_delay_time  integer not null default 0;");
+               switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", "drop table agents", agents_sql);
                switch_cache_db_test_reactive(dbh, "select count(queue) from tiers", "drop table tiers" , tiers_sql);
                switch_mutex_init(&queue->mutex, SWITCH_MUTEX_NESTED, queue->pool);
                switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_INFO, "Added queue %s\n", queue->name);
@@ -688,6 +693,9 @@ struct call_helper {
        const char *record_template;
        int no_answer_count;
        int max_no_answer;
+       int reject_delay_time;
+       int busy_delay_time;
+
        switch_memory_pool_t *pool;
 };
 
@@ -904,7 +912,24 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen
                switch_safe_free(sql);
 
                result = CC_STATUS_SUCCESS;
+       } else if (!strcasecmp(key, "ready_time")) {
+               sql = switch_mprintf("UPDATE agents SET ready_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(value), agent);
+               cc_execute_sql(NULL, sql, NULL);
+               switch_safe_free(sql);
+
+               result = CC_STATUS_SUCCESS;
+       } else if (!strcasecmp(key, "busy_delay_time")) {
+               sql = switch_mprintf("UPDATE agents SET busy_delay_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(value), agent);
+               cc_execute_sql(NULL, sql, NULL);
+               switch_safe_free(sql);
+
+               result = CC_STATUS_SUCCESS;
+       } else if (!strcasecmp(key, "reject_delay_time")) {
+               sql = switch_mprintf("UPDATE agents SET reject_delay_time = '%ld', system = 'single_box' WHERE name = '%q'", atol(value), agent);
+               cc_execute_sql(NULL, sql, NULL);
+               switch_safe_free(sql);
 
+               result = CC_STATUS_SUCCESS;
        } else if (!strcasecmp(key, "type")) {
                if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK)) {
                        result = CC_STATUS_AGENT_INVALID_TYPE;
@@ -1098,6 +1123,8 @@ static switch_status_t load_agent(const char *agent_name)
                const char *status = switch_xml_attr(x_agent, "status");
                const char *max_no_answer = switch_xml_attr(x_agent, "max-no-answer");
                const char *wrap_up_time = switch_xml_attr(x_agent, "wrap-up-time");
+               const char *reject_delay_time = switch_xml_attr(x_agent, "reject-delay-time");
+               const char *busy_delay_time = switch_xml_attr(x_agent, "busy-delay-time");
 
                if (type) {
                        cc_status_t res = cc_agent_add(agent_name, type);
@@ -1114,6 +1141,12 @@ static switch_status_t load_agent(const char *agent_name)
                                if (max_no_answer) {
                                        cc_agent_update("max_no_answer", max_no_answer, agent_name);
                                }
+                               if (reject_delay_time) {
+                                       cc_agent_update("reject_delay_time", reject_delay_time, agent_name);
+                               }
+                               if (busy_delay_time) {
+                                       cc_agent_update("busy_delay_time", reject_delay_time, agent_name);
+                               }
 
                                if (type && res == CC_STATUS_AGENT_ALREADY_EXIST) {
                                        cc_agent_update("type", type, agent_name);
@@ -1382,6 +1415,7 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
 
 
        } else {
+               int delay_next_agent_call = 0;
                /* Agent didn't answer or originate failed */
                sql = switch_mprintf("UPDATE members SET state = '%q', serving_agent = '', serving_system = ''"
                                " WHERE serving_agent = '%q' AND serving_system = '%q' AND uuid = '%q' AND system = 'single_box'",
@@ -1393,8 +1427,28 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
                switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s Origination Canceled : %s\n",h->agent_name, switch_channel_cause2str(cause));
 
                switch (cause) {
-                       case SWITCH_CAUSE_CALL_REJECTED:
+                       case SWITCH_CAUSE_USER_NOT_REGISTERED: /* When we are calling a unregistred device */
+                       case SWITCH_CAUSE_USER_BUSY: /* Could be the phone is in Do Not Disturb */
+                               delay_next_agent_call = (h->busy_delay_time > delay_next_agent_call?h->busy_delay_time:delay_next_agent_call);
+                               break;
+                       case SWITCH_CAUSE_CALL_REJECTED: /* User could have press the reject call on their phone */
+                               delay_next_agent_call = (h->reject_delay_time > delay_next_agent_call?h->reject_delay_time:delay_next_agent_call);
+                               break;
+                       default:
+                               break;
+               }
+
+               switch (cause) {
+                       case SWITCH_CAUSE_USER_NOT_REGISTERED: /* When we are calling a unregistred device */
+                       case SWITCH_CAUSE_USER_BUSY: /* Could be the phone is in Do Not Disturb */
+                       case SWITCH_CAUSE_CALL_REJECTED: /* User could have press the reject call on their phone */
                        case SWITCH_CAUSE_ORIGINATOR_CANCEL:
+                               if (delay_next_agent_call > 0) {
+                                       char ready_epoch[64];
+                                       switch_snprintf(ready_epoch, sizeof(ready_epoch), "%" SWITCH_TIME_T_FMT, switch_epoch_time_now(NULL) + delay_next_agent_call); /* Make the time configurable */
+                                       cc_agent_update("ready_time", ready_epoch , h->agent_name);
+                                       switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Agent %s Sleeping for %d secondes\n", h->agent_name, delay_next_agent_call);
+                               }
                                break;
                        default:
                                tiers_state = CC_TIER_STATE_NO_ANSWER;
@@ -1530,6 +1584,9 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
                                h->record_template = switch_core_strdup(h->pool, cbt->record_template);
                                h->no_answer_count = atoi(argv[4]);
                                h->max_no_answer = atoi(argv[5]);
+                               h->reject_delay_time = atoi(argv[6]);
+                               h->busy_delay_time = atoi(argv[7]);
+                       
 
                                cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_RECEIVING), h->agent_name);
 
@@ -1591,7 +1648,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
        cbt.strategy = queue_strategy;
        cbt.record_template = queue_record_template;
        
-       if (!strcasecmp(queue->strategy, "longest-idle-agent") || !strcasecmp(queue_strategy, "roundrobin") /* TODO TMP backward compatibility for taxi dispatch setup */) {
+       if (!strcasecmp(queue->strategy, "longest-idle-agent")) {
                sql_order_by = switch_mprintf("level, agents.last_offered_call, position");
        } else if (!strcasecmp(queue_strategy, "agent-with-least-talk-time")) {
                sql_order_by = switch_mprintf("level, agents.talk_time, position");
@@ -1610,16 +1667,18 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
                sql_order_by = switch_mprintf("level, position");
        }
 
-       sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer  FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
+       sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time  FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
                        " WHERE tiers.queue = '%q'"
                        " AND (tiers.state = '%q' OR tiers.state = '%q')"
                        " AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
                        " AND agents.state = '%q' AND last_bridge_end < (%ld - wrap_up_time)"
+                       " AND agents.ready_time <= %ld"
                        " ORDER BY %q",
                        queue_name,
                        cc_tier_state2str(CC_TIER_STATE_READY), cc_tier_state2str(CC_TIER_STATE_NO_ANSWER),
                        cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
                        cc_agent_state2str(CC_AGENT_STATE_WAITING), (long) switch_epoch_time_now(NULL),
+                       (long) switch_epoch_time_now(NULL),
                        sql_order_by);
 
        cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
@@ -1660,7 +1719,7 @@ void *SWITCH_THREAD_FUNC cc_agent_dispatch_thread_run(switch_thread_t *thread, v
        while (globals.running == 1) {
                char *sql = NULL;
                sql = switch_mprintf("SELECT queue,uuid,caller_number,caller_name,joined_epoch,(%ld-joined_epoch)+base_score+skill_score AS score FROM members"
-                               " WHERE state = '%q' OR (serving_agent != 'ring-all' AND state = '%q') ORDER BY score DESC",
+                               " WHERE state = '%q' OR (serving_agent = 'ring-all' AND state = '%q') ORDER BY score DESC",
                                (long) switch_epoch_time_now(NULL),
                                cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
 
@@ -1744,7 +1803,6 @@ void *SWITCH_THREAD_FUNC cc_member_thread_run(switch_thread_t *thread, void *obj
 
                /* If Agent Logoff, we might need to recalculare score based on skill */
                /* Play Announcement in order */
-               //              switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "MEMBER WAITING QUEUE EXECUTE\n");
                switch_yield(100000);
        }
        switch_core_session_rwunlock(member_session);
@@ -1963,6 +2021,9 @@ static int list_result_callback(void *pArg, int argc, char **argv, char **column
 "callcenter_config agent set status [agent_name] [status] | " \
 "callcenter_config agent set state [agent_name] [state] | " \
 "callcenter_config agent set contact [agent_name] [contact] | " \
+"callcenter_config agent set ready_time [agent_name] [wait till epoch] | "\
+"callcenter_config agent set reject_delay_time [agent_name] [wait second] | "\
+"callcenter_config agent set busy_delay_time [agent_name] [wait second] | "\
 "callcenter_config agent get status [agent_name] | " \
 "callcenter_config tier add [queue_name] [agent_name] [level] [position] | " \
 "callcenter_config tier set state [queue_name] [agent_name] [state] | " \
@@ -2118,7 +2179,6 @@ SWITCH_STANDARD_API(cc_config_api_function)
 
        } else if (section && !strcasecmp(section, "tier")) {
                if (action && !strcasecmp(action, "add")) {
-                       // queue, agent, level, position, state
                        if (argc-initial_argc < 4) {
                                stream->write_function(stream, "%s", "-ERR Invalid!\n");
                                goto done;
@@ -2334,6 +2394,9 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
        switch_console_set_complete("add callcenter_config agent set status");
        switch_console_set_complete("add callcenter_config agent set state");
        switch_console_set_complete("add callcenter_config agent set contact");
+       switch_console_set_complete("add callcenter_config agent set ready_time");
+       switch_console_set_complete("add callcenter_config agent set reject_delay_time");
+       switch_console_set_complete("add callcenter_config agent set busy_delay_time");
        switch_console_set_complete("add callcenter_config agent get status");
        switch_console_set_complete("add callcenter_config agent list");