FS-10511: Set status as External call when using callcenter_track
This commit is contained in:
Marc Olivier Chouinard
parent
c237bd60f9
commit
1ce87dfca1
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@ -101,7 +101,8 @@ typedef enum {
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CC_AGENT_STATUS_LOGGED_OUT = 1,
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CC_AGENT_STATUS_AVAILABLE = 2,
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CC_AGENT_STATUS_AVAILABLE_ON_DEMAND = 3,
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CC_AGENT_STATUS_ON_BREAK = 4
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CC_AGENT_STATUS_ON_BREAK = 4,
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CC_AGENT_STATUS_ON_EXTERNAL_CALL = 5
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} cc_agent_status_t;
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static struct cc_status_table AGENT_STATUS_CHART[] = {
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@ -110,6 +111,7 @@ static struct cc_status_table AGENT_STATUS_CHART[] = {
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{"Available", CC_AGENT_STATUS_AVAILABLE},
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{"Available (On Demand)", CC_AGENT_STATUS_AVAILABLE_ON_DEMAND},
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{"On Break", CC_AGENT_STATUS_ON_BREAK},
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{"On External Call", CC_AGENT_STATUS_ON_EXTERNAL_CALL},
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{NULL, 0}
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};
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@ -208,6 +210,7 @@ static char agents_sql[] =
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/*User Personal Status
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Available
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On Break
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On External Call
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Logged Out
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*/
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" state VARCHAR(255),\n"
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@ -225,12 +228,14 @@ static char agents_sql[] =
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" last_bridge_start INTEGER NOT NULL DEFAULT 0,\n"
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" last_bridge_end INTEGER NOT NULL DEFAULT 0,\n"
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" last_offered_call INTEGER NOT NULL DEFAULT 0,\n"
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" last_waiting_state INTEGER NOT NULL DEFAULT 0,\n"
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" last_status_change INTEGER NOT NULL DEFAULT 0,\n"
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" no_answer_count INTEGER NOT NULL DEFAULT 0,\n"
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" calls_answered INTEGER NOT NULL DEFAULT 0,\n"
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" talk_time INTEGER NOT NULL DEFAULT 0,\n"
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" ready_time INTEGER NOT NULL DEFAULT 0,\n"
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" external_calls_count INTEGER NOT NULL DEFAULT 0\n"
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" external_calls_count INTEGER NOT NULL DEFAULT 0,\n"
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" status_before_external_calls VARCHAR(255) DEFAULT ''\n"
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");\n";
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static char tiers_sql[] =
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@ -892,6 +897,7 @@ static cc_profile_t *load_profile(const char *profile_name) {
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"alter table agents add busy_delay_time integer not null default 0;");
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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;");
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switch_cache_db_test_reactive(dbh, "select count(ready_time) from agents", "drop table agents", agents_sql);
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switch_cache_db_test_reactive(dbh, "select status_before_external_calls from agents", NULL, "alter table agents add status_before_external_calls VARCHAR(255);");
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switch_cache_db_test_reactive(dbh, "select external_calls_count from agents", NULL, "alter table agents add external_calls_count integer not null default 0;");
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switch_cache_db_test_reactive(dbh, "select count(queue) from tiers", "drop table tiers" , tiers_sql);
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switch_cache_db_test_reactive(dbh, "select count(last_waiting_state) FROM agents", NULL, "alter table agents add last_waiting_state integer not null default 0;");
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@ -903,8 +909,11 @@ static cc_profile_t *load_profile(const char *profile_name) {
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sql = switch_mprintf("update agents set state = 'Waiting', uuid = '' where system = 'single_box';"
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"update tiers set state = 'Ready' where agent IN (select name from agents where system = 'single_box');"
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"update members set state = '%q', session_uuid = '' where system = '%q';"
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"update agents set external_calls_count = 0 where system = 'single_box';",
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cc_member_state2str(CC_MEMBER_STATE_ABANDONED), globals.core_uuid);
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"update agents set external_calls_count = 0 where system = 'single_box';"
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"update agents set status_before_external_calls = '' where system = 'single_box';"
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"update agents set status = '%q' where status = '%q' and system = 'single_box'", /* This is not perfect... but better than having a call stuck on external call after a crash */
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cc_member_state2str(CC_MEMBER_STATE_ABANDONED), globals.core_uuid, cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL));
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cc_execute_sql(profile, NULL, sql, NULL);
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switch_safe_free(sql);
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@ -1648,7 +1657,6 @@ static switch_status_t load_agent(cc_profile_t *profile, const char *agent_name,
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}
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}
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if (!(x_agents = switch_xml_child(x_profile, "agents"))) {
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goto end;
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}
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@ -2511,6 +2519,9 @@ static int agents_callback(void *pArg, int argc, char **argv, char **columnNames
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if (! (strcasecmp(agent_status, cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK)))) {
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contact_agent = SWITCH_FALSE;
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}
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if (! (strcasecmp(agent_status, cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL)))) {
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contact_agent = SWITCH_FALSE;
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}
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/* XXX callcenter_track app can update this counter after we selected this agent on database */
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if (cbt->skip_agents_with_external_calls && atoi(agent_external_calls_count) > 0) {
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contact_agent = SWITCH_FALSE;
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@ -2689,7 +2700,7 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
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if (!cbt.queue_name || !(queue = get_queue(profile, cbt.queue_name))) {
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switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Queue %s not found locally, delete this member\n", cbt.queue_name);
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sql = switch_mprintf("DELETE FROM members WHERE uuid = '%q' AND system = '%q'", cbt.member_uuid, cbt.member_system);
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cc_execute_sql(NULL, sql, NULL);
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cc_execute_sql(profile, NULL, sql, NULL);
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switch_safe_free(sql);
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goto end;
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} else {
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@ -2816,38 +2827,39 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
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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, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
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" WHERE tiers.queue = '%q'"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" AND tiers.position > %d"
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" AND tiers.level = %d"
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" UNION "
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"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, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
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" WHERE tiers.queue = '%q'"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call",
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queue_name,
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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position,
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level,
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queue_name,
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND)
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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level
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);
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} else if (!strcasecmp(queue_strategy, "round-robin")) {
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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, external_calls_count, agents.last_offered_call as agents_last_offered_call, 1 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
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" WHERE tiers.queue = '%q'"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" 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)"
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" 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)"
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" UNION "
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"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, external_calls_count, agents.last_offered_call as agents_last_offered_call, 2 as dyn_order FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
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" WHERE tiers.queue = '%q'"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" ORDER BY dyn_order asc, tiers_level, tiers_position, agents_last_offered_call",
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queue_name,
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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queue_name,
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queue_name,
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queue_name,
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND)
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND)
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);
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} else {
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@ -2875,10 +2887,10 @@ static int members_callback(void *pArg, int argc, char **argv, char **columnName
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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, external_calls_count FROM agents LEFT JOIN tiers ON (agents.name = tiers.agent)"
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" WHERE tiers.queue = '%q'"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" AND (agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q' OR agents.status = '%q')"
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" ORDER BY %q",
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queue_name,
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE), cc_agent_status2str(CC_AGENT_STATUS_ON_BREAK), cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), cc_agent_status2str(CC_AGENT_STATUS_AVAILABLE_ON_DEMAND),
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sql_order_by);
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switch_safe_free(sql_order_by);
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@ -3574,6 +3586,7 @@ static switch_status_t cc_hook_state_run(switch_core_session_t *session)
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const char *profile_name = NULL;
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char *sql = NULL;
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cc_profile_t *profile = NULL;
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char agent_status[255];
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profile_name = switch_channel_get_variable(channel, "cc_profile");
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@ -3581,7 +3594,7 @@ static switch_status_t cc_hook_state_run(switch_core_session_t *session)
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switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Profile %s not found\n", profile_name);
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switch_core_event_hook_remove_state_run(session, cc_hook_state_run);
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UNPROTECT_INTERFACE(app_interface);
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return SWITCH_STATUS_SUCCESS;
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goto end;
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}
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@ -3589,20 +3602,48 @@ static switch_status_t cc_hook_state_run(switch_core_session_t *session)
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agent_name = switch_channel_get_variable(channel, "cc_tracked_agent");
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_DEBUG, "Called cc_hook_hanguphook channel %s with state %s", switch_channel_get_name(channel), switch_channel_state_name(state));
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if (cc_agent_get(profile, "status", agent_name, agent_status, sizeof(agent_status)) != CC_STATUS_SUCCESS) {
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", agent_name);
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goto end;
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}
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if (state == CS_HANGUP) {
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char agent_status_changed[255];
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switch_event_t *event;
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_DEBUG, "Tracked call for agent %s ended, decreasing external_calls_count", agent_name);
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sql = switch_mprintf("UPDATE agents SET external_calls_count = external_calls_count - 1 WHERE name = '%q'", agent_name);
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cc_execute_sql(profile, NULL, sql, NULL);
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switch_safe_free(sql);
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sql = switch_mprintf("UPDATE agents SET status = status_before_external_calls, status_before_external_calls = '' WHERE name = '%q' AND external_calls_count = 0 AND status = '%q'", agent_name, cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL));
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cc_execute_sql(profile, NULL, sql, NULL);
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switch_safe_free(sql);
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if (cc_agent_get(profile, "status", agent_name, agent_status_changed, sizeof(agent_status_changed)) != CC_STATUS_SUCCESS) {
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", agent_name);
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} else if (strcasecmp(agent_status, agent_status_changed) && switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Profile", profile_name);
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent_name);
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-status-change");
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Status", agent_status_changed);
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switch_event_fire(&event);
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}
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switch_core_event_hook_remove_state_run(session, cc_hook_state_run);
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UNPROTECT_INTERFACE(app_interface);
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}
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end:
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profile_rwunlock(profile);
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profile_rwunlock(profile);
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return SWITCH_STATUS_SUCCESS;
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}
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#define CC_TRACK_DESC "Track external mod_callcenter calls to avoid place new calls"
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#define CC_TRACK_USAGE "[profile/]queue_name"
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SWITCH_STANDARD_APP(callcenter_track)
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{
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switch_channel_t *channel = switch_core_session_get_channel(session);
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@ -3629,22 +3670,38 @@ SWITCH_STANDARD_APP(callcenter_track)
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if (!profile_name || !(profile = get_profile(profile_name))) {
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switch_log_printf(SWITCH_CHANNEL_LOG, SWITCH_LOG_WARNING, "Profile %s not found\n", profile_name);
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goto end;
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}
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switch_channel_set_variable(channel, "cc_profile", profile_name);
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if (cc_agent_get(profile, "status", data, agent_status, sizeof(agent_status)) != CC_STATUS_SUCCESS) {
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if (cc_agent_get(profile, "status", agent_name, agent_status, sizeof(agent_status)) != CC_STATUS_SUCCESS) {
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", data);
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goto end;
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}
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switch_channel_set_variable(channel, "cc_tracked_agent", agent_name);
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sql = switch_mprintf("UPDATE agents SET external_calls_count = external_calls_count + 1 WHERE name = '%q'", agent_name);
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cc_execute_sql(profile, NULL, sql, NULL);
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switch_safe_free(sql);
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if (switch_true(switch_channel_get_variable(channel, "cc_set_external_call_status"))) {
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switch_event_t *event;
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char agent_status_changed[255];
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sql = switch_mprintf("UPDATE agents SET status_before_external_calls = status, status = '%q' WHERE name = '%q' AND external_calls_count > 0 AND status != '%q'", cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL), agent_name, cc_agent_status2str(CC_AGENT_STATUS_ON_EXTERNAL_CALL));
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cc_execute_sql(profile, NULL, sql, NULL);
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switch_safe_free(sql);
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if (cc_agent_get(profile, "status", agent_name, agent_status_changed, sizeof(agent_status_changed)) != CC_STATUS_SUCCESS) {
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_WARNING, "Invalid agent %s", agent_name);
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} else if (strcasecmp(agent_status, agent_status_changed) && switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Profile", profile_name);
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", agent_name);
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "agent-status-change");
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switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Status", agent_status_changed);
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switch_event_fire(&event);
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}
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}
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switch_core_event_hook_add_state_run(session, cc_hook_state_run);
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PROTECT_INTERFACE(app_interface);
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switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(session), SWITCH_LOG_DEBUG, "Tracking this call for agent %s", data);
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@ -4647,7 +4704,7 @@ SWITCH_MODULE_LOAD_FUNCTION(mod_callcenter_load)
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*module_interface = switch_loadable_module_create_module_interface(pool, modname);
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SWITCH_ADD_APP(app_interface, "callcenter", "CallCenter", CC_DESC, callcenter_function, CC_USAGE, SAF_NONE);
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SWITCH_ADD_APP(app_interface, "callcenter_track", "CallCenter Track Call", "Track external mod_callcenter calls to avoid place new calls", callcenter_track, CC_USAGE, SAF_NONE);
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SWITCH_ADD_APP(app_interface, "callcenter_track", "CallCenter Track Call", CC_TRACK_DESC, callcenter_track, CC_TRACK_USAGE, SAF_NONE);
|
||||
SWITCH_ADD_API(api_interface, "callcenter_config", "Config of callcenter", cc_config_api_function, CC_CONFIG_API_SYNTAX);
|
||||
|
||||
SWITCH_ADD_JSON_API(json_api_interface, "callcenter_config", "JSON Callcenter API", json_callcenter_config_function, "");
|
||||
|
|
|
|||
Loading…
Reference in New Issue