diff --git a/conf/autoload_configs/callcenter.conf.xml b/conf/autoload_configs/callcenter.conf.xml index 0f4fb2a6dd..4da0c26b02 100644 --- a/conf/autoload_configs/callcenter.conf.xml +++ b/conf/autoload_configs/callcenter.conf.xml @@ -10,6 +10,10 @@ + + + + @@ -22,7 +26,7 @@ - + diff --git a/src/mod/applications/mod_callcenter/mod_callcenter.c b/src/mod/applications/mod_callcenter/mod_callcenter.c index 4c055094cb..44a5622d3e 100644 --- a/src/mod/applications/mod_callcenter/mod_callcenter.c +++ b/src/mod/applications/mod_callcenter/mod_callcenter.c @@ -34,6 +34,7 @@ #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 @@ -188,7 +189,7 @@ static char agents_sql[] = " 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 @@ -235,6 +236,7 @@ static char tiers_sql[] = " level INTEGER NOT NULL DEFAULT 1,\n" " position INTEGER NOT NULL DEFAULT 1\n" ");\n"; +static switch_xml_config_int_options_t config_int_0_10000 = { SWITCH_TRUE, 0, SWITCH_TRUE, 10000 }; const char * cc_tier_state2str(cc_tier_state_t state) { @@ -378,6 +380,11 @@ struct cc_queue { 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; @@ -475,6 +482,10 @@ cc_queue_t *queue_set_config(cc_queue_t *queue) 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); @@ -689,6 +700,8 @@ struct call_helper { 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; @@ -737,7 +750,7 @@ cc_status_t cc_agent_add(const char *agent, const char *type) 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); @@ -905,7 +918,12 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen 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); @@ -931,7 +949,7 @@ cc_status_t cc_agent_update(const char *key, const char *value, const char *agen 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; } @@ -1272,17 +1290,38 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa 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"); + 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); + 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); + 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); + } + + 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 */ @@ -1387,8 +1426,9 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa 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); @@ -1511,7 +1551,13 @@ struct agent_callback { 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; @@ -1520,10 +1566,58 @@ 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]; + 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]; - /* 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 */ + 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++; + + /* 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 */ @@ -1577,6 +1671,8 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames 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); @@ -1622,6 +1718,10 @@ 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; + 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]))) { @@ -1630,6 +1730,10 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName } 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); @@ -1639,7 +1743,14 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName } 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]; @@ -1667,18 +1778,12 @@ 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, 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 */); @@ -2393,6 +2498,7 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load) 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");