#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"
/* TODO
" name VARCHAR(255),\n"
" system VARCHAR(255),\n"
" uuid VARCHAR(255),\n"
-" type VARCHAR(255),\n" // Callback , Dial in...
+" type VARCHAR(255),\n" /* Callback , Dial in...*/
" contact VARCHAR(255),\n"
" status VARCHAR(255),\n"
/*User Personal Status
" level INTEGER NOT NULL DEFAULT 1,\n"
" position INTEGER NOT NULL DEFAULT 1\n" ");\n";
+static switch_xml_config_int_options_t config_int_0_10000 = { SWITCH_TRUE, 0, SWITCH_TRUE, 10000 };
const char * cc_tier_state2str(cc_tier_state_t state)
{
char *moh;
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;
+
switch_mutex_t *mutex;
switch_thread_rwlock_t *rwlock;
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "moh-sound", SWITCH_CONFIG_STRING, 0, &queue->moh, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "record-template", SWITCH_CONFIG_STRING, 0, &queue->record_template, NULL, &queue->config_str_pool, NULL, NULL);
SWITCH_CONFIG_SET_ITEM(queue->config[i++], "time-base-score", SWITCH_CONFIG_STRING, 0, &queue->time_base_score, "queue", &queue->config_str_pool, NULL, NULL);
+ SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rules-apply", SWITCH_CONFIG_BOOL, 0, &queue->tier_rules_apply, SWITCH_FALSE, NULL, NULL, NULL);
+ SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-wait-second", SWITCH_CONFIG_INT, 0, &queue->tier_rule_wait_second, 0, &config_int_0_10000, NULL, NULL);
+ SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-wait-multiply-level", SWITCH_CONFIG_BOOL, 0, &queue->tier_rule_wait_multiply_level, SWITCH_FALSE, NULL, NULL, NULL);
+ SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-no-agent-no-wait", SWITCH_CONFIG_BOOL, 0, &queue->tier_rule_no_agent_no_wait, SWITCH_TRUE, NULL, NULL, NULL);
switch_assert(i < CC_QUEUE_CONFIGITEM_COUNT);
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;
cc_status_t result = CC_STATUS_SUCCESS;
char *sql;
- if (!strcasecmp(type, CC_AGENT_TYPE_CALLBACK)) {
+ if (!strcasecmp(type, CC_AGENT_TYPE_CALLBACK) || !strcasecmp(type, CC_AGENT_TYPE_UUID_STANDBY)) {
char res[256] = "";
/* Check to see if agent already exist */
sql = switch_mprintf("SELECT count(*) FROM agents WHERE name = '%q'", agent);
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);
result = CC_STATUS_SUCCESS;
} else if (!strcasecmp(key, "type")) {
- if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK)) {
+ if (strcasecmp(value, CC_AGENT_TYPE_CALLBACK) && strcasecmp(value, CC_AGENT_TYPE_UUID_STANDBY)) {
result = CC_STATUS_AGENT_INVALID_TYPE;
goto done;
}
switch_safe_free(sql);
goto done;
}
- switch_event_create(&ovars, SWITCH_EVENT_REQUEST_PARAMS);
- 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_pre_answer_uuid", "%s", h->member_uuid);
- switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "ignore_early_media", "true");
-
- t_agent_called = switch_epoch_time_now(NULL);
- dialstr = switch_mprintf("%s", h->originate_string);
- status = switch_ivr_originate(NULL, &agent_session, &cause, dialstr, 60, NULL, h->member_caller_name, h->member_caller_number, NULL, ovars, SOF_NONE, NULL);
- switch_safe_free(dialstr);
+ if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_CALLBACK)) {
+ switch_event_create(&ovars, SWITCH_EVENT_REQUEST_PARAMS);
+ 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_pre_answer_uuid", "%s", h->member_uuid);
+ switch_event_add_header(ovars, SWITCH_STACK_BOTTOM, "ignore_early_media", "true");
+
+ t_agent_called = switch_epoch_time_now(NULL);
+ dialstr = switch_mprintf("%s", h->originate_string);
+ status = switch_ivr_originate(NULL, &agent_session, &cause, dialstr, 60, NULL, h->member_caller_name, h->member_caller_number, NULL, ovars, SOF_NONE, NULL);
+ switch_safe_free(dialstr);
+
+ switch_event_destroy(&ovars);
+ } else if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)) {
+ agent_session = switch_core_session_locate(h->agent_uuid);
+ if (agent_session) {
+ switch_channel_t *agent_channel = switch_core_session_get_channel(agent_session);
+ switch_event_t *event;
+ const char *cc_warning_tone = switch_channel_get_variable(agent_channel, "cc_warning_tone");
+ /* Playback this to the agent */
+ if (cc_warning_tone && switch_event_create(&event, SWITCH_EVENT_COMMAND) == SWITCH_STATUS_SUCCESS) {
+ switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "call-command", "execute");
+ switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "execute-app-name", "playback");
+ switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "execute-app-arg", cc_warning_tone);
+ switch_core_session_queue_private_event(agent_session, &event, SWITCH_TRUE);
+ }
- switch_event_destroy(&ovars);
+ status = SWITCH_STATUS_SUCCESS;
+ } else {
+ cc_agent_update("status", cc_agent_status2str(CC_AGENT_STATUS_LOGGED_OUT), h->agent_name);
+ cc_agent_update("uuid", "", h->agent_name);
+ }
+ }
if (status == SWITCH_STATUS_SUCCESS) {
/* Agent Answered */
switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%ld", (long) switch_epoch_time_now(NULL));
/* Update Agents Items */
- sql = switch_mprintf("UPDATE agents SET uuid = '', last_bridge_end = %ld, talk_time = talk_time + (%ld-last_bridge_start) WHERE name = '%q' AND system = '%q';"
- , (long) switch_epoch_time_now(NULL), (long) switch_epoch_time_now(NULL), h->agent_name, h->agent_system);
+ /* Do not remove uuid of the agent if we are a standby agent */
+ sql = switch_mprintf("UPDATE agents SET %q last_bridge_end = %ld, talk_time = talk_time + (%ld-last_bridge_start) WHERE name = '%q' AND system = '%q';"
+ , (strcasecmp(h->agent_type, "uuid-standby")?"uuid = '',":""), (long) switch_epoch_time_now(NULL), (long) switch_epoch_time_now(NULL), h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
const char *joined_epoch;
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;
+
int tier;
+ int tier_agent_available;
};
typedef struct agent_callback agent_callback_t;
agent_callback_t *cbt = (agent_callback_t *) pArg;
char *sql = NULL;
char res[256];
+ char *agent_status = argv[2];
+ char *agent_tier_state = argv[8];
+ char *agent_last_bridge_end = argv[9];
+ char *agent_wrap_up_time = argv[10];
+ char *agent_state = argv[11];
+ char *agent_ready_time = argv[12];
+ char *agent_tier_level = argv[13];
+ char *agent_type = argv[14];
+ char *agent_uuid = argv[15];
+
+ switch_bool_t contact_agent = 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) switch_epoch_time_now(NULL) - atol(cbt->joined_epoch) >= atoi(agent_tier_level) * cbt->tier_rule_wait_second) {
+ cbt->tier = atoi(agent_tier_level);
+ cbt->tier_agent_available = 0;
+ /* Just check if joined is bigger than next tier wait time */
+ } else if (cbt->tier_rule_wait_multiply_level == SWITCH_FALSE && (long) switch_epoch_time_now(NULL) - atol(cbt->joined_epoch) >= cbt->tier_rule_wait_second) {
+ cbt->tier = atoi(agent_tier_level);
+ cbt->tier_agent_available = 0;
+ } else {
+ /* We are not allowed to continue to the next tier of agent */
+ return 1;
+ }
+ }
+ cbt->tier_agent_available++;
- /* More Advanced rules based on On Break still being available for near future call */
- if (!strcasecmp(argv[2], cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK))) {
- return 0; /* Skip this agent for the moment */
+ /* If Agent is not in a acceptable tier state, continue */
+ if (! (!strcasecmp(agent_tier_state, cc_tier_state2str(CC_TIER_STATE_NO_ANSWER)) || !strcasecmp(agent_tier_state, cc_tier_state2str(CC_TIER_STATE_READY)))) {
+ contact_agent = SWITCH_FALSE;
+ }
+ if (! (!strcasecmp(agent_state, cc_agent_state2str(CC_AGENT_STATE_WAITING)))) {
+ contact_agent = SWITCH_FALSE;
+ }
+ if (! (atol(agent_last_bridge_end) < ((long) switch_epoch_time_now(NULL) - atol(agent_wrap_up_time)))) {
+ contact_agent = SWITCH_FALSE;
+ }
+ if (! (atol(agent_ready_time) <= (long) switch_epoch_time_now(NULL))) {
+ contact_agent = SWITCH_FALSE;
+ }
+ if (! (strcasecmp(agent_status, cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK)))) {
+ contact_agent = SWITCH_FALSE;
+ }
+
+ if (contact_agent == SWITCH_FALSE) {
+ return 0; /* Continue to next Agent */
}
/* If agent isn't on this box */
h->agent_name = switch_core_strdup(h->pool, argv[1]);
h->agent_system = switch_core_strdup(h->pool, "single_box");
h->agent_status = switch_core_strdup(h->pool, argv[2]);
+ h->agent_type = switch_core_strdup(h->pool, agent_type);
+ h->agent_uuid = switch_core_strdup(h->pool, agent_uuid);
h->member_joined_epoch = switch_core_strdup(h->pool, cbt->joined_epoch);
h->member_caller_name = switch_core_strdup(h->pool, cbt->caller_name);
h->member_caller_number = switch_core_strdup(h->pool, cbt->caller_number);
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;
agent_callback_t cbt;
if (!argv[0] || !(queue = get_queue(argv[0]))) {
} 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;
if (queue->record_template) {
queue_record_template = strdup(queue->record_template);
}
memset(&cbt, 0, sizeof(cbt));
- cbt.tier = 1;
+ cbt.tier = 0;
+ cbt.tier_agent_available = 0;
+
+ cbt.tier_rules_apply = tier_rules_apply;
+ cbt.tier_rule_wait_second = tier_rule_wait_second;
+ cbt.tier_rule_wait_multiply_level = tier_rule_wait_multiply_level;
+ cbt.tier_rule_no_agent_no_wait = tier_rule_no_agent_no_wait;
+
cbt.uuid = argv[1];
cbt.caller_number = argv[2];
cbt.caller_name = argv[3];
sql_order_by = switch_mprintf("level, position");
}
- sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
+ sql = switch_mprintf("SELECT system, name, status, contact, no_answer_count, max_no_answer, reject_delay_time, busy_delay_time,tiers.state, agents.last_bridge_end, agents.wrap_up_time, agents.state, agents.ready_time, tiers.level, agents.type, agents.uuid FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
" WHERE tiers.queue = '%q'"
- " 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 */);
switch_console_set_complete("add callcenter_config agent del");
switch_console_set_complete("add callcenter_config agent set status");
switch_console_set_complete("add callcenter_config agent set 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");
projects / thirdparty / freeswitch.git / commitdiff
