acd_skill.cpp
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/*
* Copyright 2002-2014 the original author or authors.
*
* Licensed under the Apache License, Version 2.0 (the "License");
* you may not use this file except in compliance with the License.
* You may obtain a copy of the License at
*
* CC/LICENSE
*
* Unless required by applicable law or agreed to in writing, software
* distributed under the License is distributed on an "AS IS" BASIS,
* WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
* See the License for the specific language governing permissions and
* limitations under the License.
*/
#include "acd_skill.h"
#include "acd_tool.h"
requestinfo::requestinfo(const ims::RouteEventT& event) : m_transferAgent(false),
m_waitbegin(time(NULL)), m_event(event) {
}
requestinfo::~requestinfo() {
if (!m_transferAgent) {
callinfo info;
info.Initial(m_event.sessionid, m_event.callid, "", "", "", m_event.callerDn, m_event.calleeDn,
m_waitbegin, time(NULL));
info.WriteCallLog();
}
}
time_t requestinfo::GetWaitbeginTime() {
m_transferAgent = true;
return m_waitbegin;
}
ims::RouteEventT& requestinfo::GetEvent() {
return m_event;
}
free_agent::free_agent() : m_t(LLONG_MAX), m_isfree(false) {
}
free_agent::~free_agent() {
}
void free_agent::setTime(uint64_t t) {
m_t = t;
}
uint64_t free_agent::getTime() {
return m_t;
}
void free_agent::setFree() {
m_isfree = true;
}
bool free_agent::isFree() {
return m_isfree;
}
void free_agent::setAgentPtr(const acd_agent_ptr& p_agent) {
m_agent_ptr = p_agent;
}
acd_agent_ptr free_agent::GetAgentPtr() {
return m_agent_ptr;
}
void acd_skill::Method() {
while (this->mIsLoop) {
ims::RouteRequestIDT requestId;
m_queueRequest.BlockFront(requestId);
request_ptr pRequest;
if (!m_mapRequest.Find(requestId, pRequest)) {
m_queueRequest.BlockPop();
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d is invalid", m_skill_flag, m_strSkill.c_str(), requestId);
continue;
}
acd_agent_ptr p_agent;
if (!GetIdleAgent(p_agent)) {
bgcc::TimeUtil::safe_sleep_s(m_queue_timespan);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d no idle agent", m_skill_flag, m_strSkill.c_str(),
requestId);
m_mapRequest.Remove(acd_skill::isTimeoutRequest);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s erase timeout request", m_skill_flag, m_strSkill.c_str());
continue;
}
if (p_agent->GetAgentStatus() != acd::AgentStatusT::AsReadyState) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d request agentId:%s fail: agent not ready", m_skill_flag,
m_strSkill.c_str(), requestId, p_agent->GetAgentId().c_str());
continue;
}
p_agent->lock(pRequest->GetEvent(), m_strSkill, pRequest->GetWaitbeginTime());
if (acd_tool::p_m_acd_ims->RouteRequestRespond(pRequest->GetEvent().sessionid,
pRequest->GetEvent().requstid, ims::RouteEventReasonT::RouteReasonSuccess, p_agent->GetAgentDn(),
p_agent->GetAgentId())) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d request agentId:%s agentDn:%d success", m_skill_flag,
m_strSkill.c_str(), requestId, p_agent->GetAgentId().c_str(), p_agent->GetAgentDn().c_str());
} else {
p_agent->unlock(pRequest->GetEvent());
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d request agentId:%s agentDn:%d fail", m_skill_flag,
m_strSkill.c_str(), requestId, p_agent->GetAgentId().c_str(), p_agent->GetAgentDn().c_str());
}
m_queueRequest.BlockPop();
m_mapRequest.Erase(requestId);
}
}
void acd_skill::ProcessIdleAgent(const string& agentId, free_agent& agent) {
acd_agent_ptr p_agent;
if (acd_tool::m_agent_manager.GetAgent(agentId, p_agent)) {
if (acd::AgentStatusT::AsReadyState == p_agent->GetAgentStatus()
&& agent.getTime() > p_agent->GetCurrStatusTime()) {
agent.setFree();
agent.setTime(p_agent->GetCurrStatusTime());
agent.setAgentPtr(p_agent);
}
}
}
bool acd_skill::isTimeoutRequest(const request_ptr& pRequest) {
if (bgcc::TimeUtil::get_timestamp_us() - pRequest->GetEvent().timestamp >
pRequest->GetEvent().timeout * 1000000) {
acd_tool::p_m_acd_ims->RouteRequestRespond(pRequest->GetEvent().sessionid,
pRequest->GetEvent().requstid, ims::RouteEventReasonT::RouteReasonBusy, "", "");
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"requestId:%"SHOW_LONG"d is timeout", pRequest->GetEvent().requstid);
return true;
} else {
return false;
}
}
bool acd_skill::ProcessInvalidRequest(const request_ptr& pRequest) {
acd_tool::p_m_acd_ims->RouteRequestRespond(pRequest->GetEvent().sessionid,
pRequest->GetEvent().requstid, ims::RouteEventReasonT::RouteReasonWrongSkill, "", "");
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"requestId:%"SHOW_LONG"d invalid", pRequest->GetEvent().requstid);
return true;
}
void acd_skill::GetFreeAgent(const string& agentId, int32_t& freeNum) {
acd_agent_ptr p_agent;
if (acd_tool::m_agent_manager.GetAgent(agentId, p_agent)
&& acd::AgentStatusT::AsReadyState == p_agent->GetAgentStatus()) {
freeNum++;
}
}
void acd_skill::GerAgentDetail(const string& agentId, acd::AgentInfoListT& agentInfoList) {
acd_agent_ptr p_agent;
if (acd_tool::m_agent_manager.GetAgent(agentId, p_agent)) {
acd::AgentInfoT agentInfo;
p_agent->GetAgentDetail(agentInfo);
agentInfoList.push_back(agentInfo);
}
}
void acd_skill::GetWaitingCallInfo(ims::RouteRequestIDT requestId, const request_ptr& pRequest,
acd::QueueInfoListT& queueInfoList) {
acd::QueueInfoT info;
info.callId = pRequest->GetEvent().callid;
info.contactId = pRequest->GetEvent().sessionid;
info.requestId = pRequest->GetEvent().requstid;
info.origCaller = pRequest->GetEvent().callerDn;
info.origCallee = pRequest->GetEvent().calleeDn;
info.startTime = pRequest->GetEvent().timestamp;
info.currTime = time(NULL);
info.changeTime = 0;
queueInfoList.push_back(info);
}
bool acd_skill::UnlockByRequestId(const string& agentId, const ims::RouteEventT& event) {
acd_agent_ptr p_agent;
if (acd_tool::m_agent_manager.GetAgent(agentId, p_agent)) {
return p_agent->unlock(event);
}
return false;
}
bool acd_skill::GetIdleAgent(acd_agent_ptr& p_agent) {
free_agent agent;
m_setAgent.DoSomething(acd_skill::ProcessIdleAgent, agent);
if (agent.isFree()) {
p_agent = agent.GetAgentPtr();
return true;
}
return false;
}
acd_skill::acd_skill(int64_t skill_flag, uint32_t queue_timespan) : m_skill_flag(skill_flag),
m_queue_timespan(queue_timespan), m_strSkill("") {
}
acd_skill::~acd_skill() {
}
bool acd_skill::isNotUseSkill() {
return m_strSkill.empty();
}
void acd_skill::UseSkill(const string& strSkill) {
m_strSkill = strSkill;
}
void acd_skill::UnuseSkill() {
m_mapRequest.Remove(acd_skill::ProcessInvalidRequest);
m_strSkill.clear();
}
bool acd_skill::InsertAgent(const string& agentId) {
return m_setAgent.Insert(agentId);
}
bool acd_skill::EraseAgent(const string& agentId) {
return m_setAgent.Erase(agentId);
}
int32_t acd_skill::GetAgentNumber() {
return m_setAgent.Size();
}
int32_t acd_skill::GetRequestNumber() {
return m_mapRequest.Size();
}
void acd_skill::GetWaitingNumber(int32_t& queueNum, int32_t& freeNum) {
queueNum = m_mapRequest.Size();
freeNum = 0;
m_setAgent.DoSomething(acd_skill::GetFreeAgent, freeNum);
}
void acd_skill::GetAgentDetails(int32_t& agentNum, acd::AgentInfoListT& agentInfoList) {
agentNum = m_setAgent.Size();
m_setAgent.DoSomething(acd_skill::GerAgentDetail, agentInfoList);
}
void acd_skill::GetWaitingCallInfos(int32_t& queueNum, acd::QueueInfoListT& queueInfoList) {
queueNum = m_mapRequest.Size();
m_mapRequest.DoSomething(acd_skill::GetWaitingCallInfo, queueInfoList);
}
void acd_skill::RouteRequest(const ims::RouteEventT& event) {
m_mapRequest.Insert(event.requstid, request_ptr(new requestinfo(event)));
m_queueRequest.BlockPush(event.requstid);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d in queue", m_skill_flag, m_strSkill.c_str(),
event.requstid);
}
void acd_skill::RouteRequestCancel(const ims::RouteEventT& event) {
if (m_mapRequest.Erase(event.requstid)) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId:%"SHOW_LONG"d cancel success", m_skill_flag, m_strSkill.c_str(),
event.requstid);
} else {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"flag:%d skill:%s requestId %"SHOW_LONG"d cancel fail", m_skill_flag, m_strSkill.c_str(),
event.requstid);
m_setAgent.Find(event, acd_skill::UnlockByRequestId);
}
}