FS-9079: [mod_callcenter] Add ring-progressively strategy

A new strategy is now available through mod_callcenter, which aim
is to provide a mix between top-down and ring-all strategies.

If set to ring-progressively, the strategy will call an agent, and
then a second agent, and then a third agent, without cancelling
previous calls.

The delay between each call is 10 sec by default, but it can be
changed using the queue variable ring-progressively-delay.

diff --git a/src/mod/applications/mod_callcenter/mod_callcenter.c b/src/mod/applications/mod_callcenter/mod_callcenter.c
index 0c2a24512c21f81e46ffa5b85144633e8267cf86..47c39575684d47825fe6b8915a08f2a4930978c5 100644 (file)
--- a/src/mod/applications/mod_callcenter/mod_callcenter.c
+++ b/src/mod/applications/mod_callcenter/mod_callcenter.c
@@ -432,6 +432,7 @@ struct cc_queue {
        uint32_t announce_freq;
        char *record_template;
        char *time_base_score;
+       uint32_t ring_progressively_delay;
 
        switch_bool_t tier_rules_apply;
        uint32_t tier_rule_wait_second;
@@ -542,6 +543,7 @@ cc_queue_t *queue_set_config(cc_queue_t *queue)
        SWITCH_CONFIG_SET_ITEM(queue->config[i++], "announce-frequency", SWITCH_CONFIG_INT, 0, &queue->announce_freq, 0, &config_int_0_86400, NULL, NULL);
        SWITCH_CONFIG_SET_ITEM(queue->config[i++], "record-template", SWITCH_CONFIG_STRING, 0, &queue->record_template, NULL, &queue->config_str_pool, NULL, NULL);
        SWITCH_CONFIG_SET_ITEM(queue->config[i++], "time-base-score", SWITCH_CONFIG_STRING, 0, &queue->time_base_score, "queue", &queue->config_str_pool, NULL, NULL);
+       SWITCH_CONFIG_SET_ITEM(queue->config[i++], "ring-progressively-delay", SWITCH_CONFIG_INT, 0, &queue->ring_progressively_delay, NULL, &config_int_0_86400, NULL, NULL);
 
        SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rules-apply", SWITCH_CONFIG_BOOL, 0, &queue->tier_rules_apply, SWITCH_FALSE, NULL, NULL, NULL);
        SWITCH_CONFIG_SET_ITEM(queue->config[i++], "tier-rule-wait-second", SWITCH_CONFIG_INT, 0, &queue->tier_rule_wait_second, 0, &config_int_0_86400, NULL, NULL);
@@ -1701,13 +1703,13 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
                }
 
 
-               if (!strcasecmp(h->queue_strategy,"ring-all")) {
+               if (!strcasecmp(h->queue_strategy,"ring-all") || !strcasecmp(h->queue_strategy,"ring-progressively")) {
                        char res[256];
                        /* Map the Agent to the member */
                        sql = switch_mprintf("UPDATE members SET serving_agent = '%q', serving_system = 'single_box', state = '%q'"
-                                       " WHERE state = '%q' AND uuid = '%q' AND system = 'single_box' AND serving_agent = 'ring-all'",
+                                       " WHERE state = '%q' AND uuid = '%q' AND system = 'single_box' AND serving_agent = '%q'",
                                        h->agent_name, cc_member_state2str(CC_MEMBER_STATE_TRYING),
-                                       cc_member_state2str(CC_MEMBER_STATE_TRYING), h->member_uuid);
+                                       cc_member_state2str(CC_MEMBER_STATE_TRYING), h->member_uuid, h->queue_strategy);
                        cc_execute_sql(NULL, sql, NULL);
 
                        switch_safe_free(sql);
@@ -1725,6 +1727,8 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
                        switch_core_session_hupall_matching_var("cc_member_pre_answer_uuid", h->member_uuid, SWITCH_CAUSE_LOSE_RACE);
 
                }
+
+
                t_agent_answered = local_epoch_time_now(NULL);
 
                if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
@@ -2079,9 +2083,9 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
                }
        }
 
-       if (!strcasecmp(cbt->strategy,"ring-all")) {
+       if (!strcasecmp(cbt->strategy,"ring-all") || !strcasecmp(cbt->strategy,"ring-progressively")) {
                /* Check if member is a ring-all mode */
-               sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = 'ring-all' AND uuid = '%q' AND system = 'single_box'", cbt->member_uuid);
+               sql = switch_mprintf("SELECT count(*) FROM members WHERE serving_agent = '%q' AND uuid = '%q' AND system = 'single_box'", cbt->strategy, cbt->member_uuid);
                cc_execute_sql2str(NULL, NULL, sql, res, sizeof(res));
 
                switch_safe_free(sql);
@@ -2135,6 +2139,15 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
                                h->busy_delay_time = atoi(agent_busy_delay_time);
                                h->no_answer_delay_time = atoi(agent_no_answer_delay_time);
 
+                               if (!strcasecmp(cbt->strategy, "ring-progressively")) {
+                                       switch_core_session_t *member_session = switch_core_session_locate(cbt->member_session_uuid);
+                                       if (member_session) {
+                                               switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
+                                               switch_channel_set_variable_printf(member_channel, "cc_last_originated_call", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
+                                               switch_core_session_rwunlock(member_session);
+                                       }
+                               }
+
                                if (!strcasecmp(cbt->strategy, "top-down")) {
                                        switch_core_session_t *member_session = switch_core_session_locate(cbt->member_session_uuid);
                                        if (member_session) {
@@ -2162,6 +2175,8 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
 
                        if (!strcasecmp(cbt->strategy,"ring-all")) {
                                return 0;
+                       } else if (!strcasecmp(cbt->strategy,"ring-progressively")) {
+                               return 1;
                        } else {
                                return 1;
                        }
@@ -2176,6 +2191,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
        char *queue_name = NULL;
        char *queue_strategy = NULL;
        char *queue_record_template = NULL;
+       uint32_t ring_progressively_delay = 10; /* default ring-progressively-delay set to 10 seconds */
        switch_bool_t tier_rules_apply;
        uint32_t tier_rule_wait_second;
        switch_bool_t tier_rule_wait_multiply_level;
@@ -2185,6 +2201,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
        const char *member_state = NULL;
        const char *member_abandoned_epoch = NULL;
        const char *serving_agent = NULL;
+       const char *last_originated_call = NULL;
        memset(&cbt, 0, sizeof(cbt));
 
        cbt.queue_name = argv[0];
@@ -2209,6 +2226,9 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
                tier_rule_wait_multiply_level = queue->tier_rule_wait_multiply_level;
                tier_rule_no_agent_no_wait = queue->tier_rule_no_agent_no_wait;
                discard_abandoned_after = queue->discard_abandoned_after;
+               if (queue->ring_progressively_delay) {
+                       ring_progressively_delay = queue->ring_progressively_delay;
+               }
 
                if (queue->record_template) {
                        queue_record_template = strdup(queue->record_template);
@@ -2237,14 +2257,48 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
        /* member is ring-all but not the queue */
        if (!strcasecmp(serving_agent, "ring-all") && (strcasecmp(queue_strategy, "ring-all") != 0)) {
                switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
-               sql = switch_mprintf("UPDATE members SET serving_agent = '', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               /* member was ring-all, becomes ring-progressively (no state change because of strategy similarities) */
+               if (!strcasecmp(queue_strategy, "ring-progressively")) {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-progressively' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               } else {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = '', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               }
+               cc_execute_sql(NULL, sql, NULL);
+               switch_safe_free(sql);
+       }
+       /* member is ring-progressively but not the queue */
+       else if (!strcasecmp(serving_agent, "ring-progressively") && (strcasecmp(queue_strategy, "ring-progressively") != 0)) {
+               switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
+               /* member was ring-progressively, becomes ring-all (no state change because of strategy similarities) */
+               if (!strcasecmp(queue_strategy, "ring-all")) {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-progressively'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               } else {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = '', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-progressively'", cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               }
                cc_execute_sql(NULL, sql, NULL);
                switch_safe_free(sql);
        }
        /* Queue is now ring-all and not the member */
        else if (!strcasecmp(queue_strategy, "ring-all") && (strcasecmp(serving_agent, "ring-all") != 0)) {
                switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
-               sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = ''", cc_member_state2str(CC_MEMBER_STATE_TRYING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
+               /* member was ring-progressively, its state is already set to TRYING */
+               if (!strcasecmp(serving_agent, "ring-progressively")) {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-progressively'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               } else {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-all', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = ''", cc_member_state2str(CC_MEMBER_STATE_TRYING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
+               }
+               cc_execute_sql(NULL, sql, NULL);
+               switch_safe_free(sql);
+       }
+       /* Queue is now ring-progressively and not the member */
+       else if (!strcasecmp(queue_strategy, "ring-progressively") && (strcasecmp(serving_agent, "ring-progressively") != 0)) {
+               switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_DEBUG, "Queue '%s' changed strategy, adjusting member parameters", queue_name);
+               /* member was ring-all, its state is already set to TRYING */
+               if (!strcasecmp(serving_agent, "ring-all")) {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-progressively' WHERE uuid = '%s' AND state = '%s' AND serving_agent = 'ring-all'", cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_TRYING));
+               } else {
+                       sql = switch_mprintf("UPDATE members SET serving_agent = 'ring-progressively', state = '%s' WHERE uuid = '%s' AND state = '%s' AND serving_agent = ''", cc_member_state2str(CC_MEMBER_STATE_TRYING), cbt.member_uuid, cc_member_state2str(CC_MEMBER_STATE_WAITING));
+               }
                cc_execute_sql(NULL, sql, NULL);
                switch_safe_free(sql);
        }
@@ -2327,7 +2381,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
                        sql_order_by = switch_mprintf("level, agents.talk_time, position");
                } else if (!strcasecmp(queue_strategy, "agent-with-fewest-calls")) {
                        sql_order_by = switch_mprintf("level, agents.calls_answered, position");
-               } else if (!strcasecmp(queue_strategy, "ring-all")) {
+               } else if (!strcasecmp(queue_strategy, "ring-all") || !strcasecmp(queue_strategy, "ring-progressively")) {
                        sql = switch_mprintf("UPDATE members SET state = '%q' WHERE state = '%q' AND uuid = '%q' AND system = 'single_box'",
                                        cc_member_state2str(CC_MEMBER_STATE_TRYING), cc_member_state2str(CC_MEMBER_STATE_WAITING), cbt.member_uuid);
                        cc_execute_sql(NULL, sql, NULL);
@@ -2353,6 +2407,24 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
 
        }
 
+       if (!strcasecmp(queue->strategy, "ring-progressively")) {
+               switch_core_session_t *member_session = switch_core_session_locate(cbt.member_session_uuid);
+               
+               if (member_session) {
+                       switch_channel_t *member_channel = switch_core_session_get_channel(member_session);
+                       last_originated_call = switch_channel_get_variable(member_channel, "cc_last_originated_call");
+                       
+                       if (last_originated_call && switch_channel_ready(member_channel) && ((long) local_epoch_time_now(NULL) < atoi(last_originated_call) + ring_progressively_delay) && !switch_true(switch_channel_get_variable(member_channel, "cc_agent_found"))) {
+                               /* We wait for 500 ms here */
+                               switch_yield(500000);
+                               switch_core_session_rwunlock(member_session);
+                               goto end;
+                       }
+                       
+                       switch_core_session_rwunlock(member_session);
+               }
+       }
+
        cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, agents_callback, &cbt /* Call back variables */);
 
        switch_safe_free(sql);
@@ -2402,9 +2474,9 @@ void *SWITCH_THREAD_FUNC cc_agent_dispatch_thread_run(switch_thread_t *thread, v
        while (globals.running == 1) {
                char *sql = NULL;
                sql = switch_mprintf("SELECT queue,uuid,session_uuid,cid_number,cid_name,joined_epoch,(%" SWITCH_TIME_T_FMT "-joined_epoch)+base_score+skill_score AS score, state, abandoned_epoch, serving_agent FROM members"
-                               " WHERE state = '%q' OR state = '%q' OR (serving_agent = 'ring-all' AND state = '%q') ORDER BY score DESC",
+                               " WHERE state = '%q' OR state = '%q' OR (serving_agent = 'ring-all' AND state = '%q') OR (serving_agent = 'ring-progressively' AND state = '%q') ORDER BY score DESC",
                                local_epoch_time_now(NULL),
-                               cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_ABANDONED), cc_member_state2str(CC_MEMBER_STATE_TRYING));
+                               cc_member_state2str(CC_MEMBER_STATE_WAITING), cc_member_state2str(CC_MEMBER_STATE_ABANDONED), cc_member_state2str(CC_MEMBER_STATE_TRYING), cc_member_state2str(CC_MEMBER_STATE_TRYING));
 
                cc_execute_sql_callback(NULL /* queue */, NULL /* mutex */, sql, members_callback, NULL /* Call back variables */);
                switch_safe_free(sql);
@@ -2730,9 +2802,17 @@ SWITCH_STANDARD_APP(callcenter_function)
 
 
        if (abandoned_epoch == 0) {
+               char *strategy_str = NULL;
                /* Add the caller to the member queue */
                switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member %s <%s> joining queue %s\n", switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")), switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")), queue_name);
 
+               if (!strcasecmp(queue->strategy,"ring-all")) {
+                       strategy_str = "ring-all";
+               } else if (!strcasecmp(queue->strategy,"ring-progressively")) {
+                       strategy_str = "ring-progressively";
+               } else {
+                       strategy_str = "";
+               }
                sql = switch_mprintf("INSERT INTO members"
                                " (queue,system,uuid,session_uuid,system_epoch,joined_epoch,base_score,skill_score,cid_number,cid_name,serving_agent,serving_system,state)"
                                " VALUES('%q','single_box','%q','%q','%q','%" SWITCH_TIME_T_FMT "','%d','%d','%q','%q','%q','','%q')", 
@@ -2745,7 +2825,7 @@ SWITCH_STANDARD_APP(callcenter_function)
                                0 /*TODO SKILL score*/,
                                switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_number")),
                                switch_str_nil(switch_channel_get_variable(member_channel, "caller_id_name")),
-                               (!strcasecmp(queue->strategy,"ring-all")?"ring-all":""),
+                               strategy_str,
                                cc_member_state2str(CC_MEMBER_STATE_WAITING));
                cc_execute_sql(queue, sql, NULL);
                switch_safe_free(sql);
@@ -3320,7 +3400,7 @@ SWITCH_STANDARD_API(cc_config_api_function)
                                                       "tier_rule_wait_second|tier_rule_wait_multiply_level|"\
                                                       "tier_rule_no_agent_no_wait|discard_abandoned_after|"\
                                                       "abandoned_resume_allowed|max_wait_time|max_wait_time_with_no_agent|"\
-                                                      "max_wait_time_with_no_agent_time_reached|record_template|calls_answered|calls_abandoned\n");
+                                                      "max_wait_time_with_no_agent_time_reached|record_template|calls_answered|calls_abandoned|ring_progressively_delay\n");
                                switch_mutex_lock(globals.mutex);
                                for (hi = switch_core_hash_first(globals.queue_hash); hi; hi = switch_core_hash_next(&hi)) {
                                        void *val = NULL;
@@ -3329,7 +3409,7 @@ SWITCH_STANDARD_API(cc_config_api_function)
                                        cc_queue_t *queue;
                                        switch_core_hash_this(hi, &key, &keylen, &val);
                                        queue = (cc_queue_t *) val;
-                                       stream->write_function(stream, "%s|%s|%s|%s|%s|%d|%s|%s|%d|%s|%d|%d|%d|%s|%d|%d\n",
+                                       stream->write_function(stream, "%s|%s|%s|%s|%s|%d|%s|%s|%d|%s|%d|%d|%d|%s|%d|%d|%d\n",
                                                               queue->name,
                                                               queue->strategy,
                                                               queue->moh,
@@ -3345,7 +3425,8 @@ SWITCH_STANDARD_API(cc_config_api_function)
                                                               queue->max_wait_time_with_no_agent_time_reached,
                                                               queue->record_template,
                                                               queue->calls_answered,
-                                                              queue->calls_abandoned);
+                                                              queue->calls_abandoned,
+                                                              queue->ring_progressively_delay);
                                        queue = NULL;
                                }
                                switch_mutex_unlock(globals.mutex);