acd_skill_manager.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_manager.h"
#include "acd_tool.h"
void acd_skill_manager::Method() {
while (this->mIsLoop) {
bgcc::TimeUtil::safe_sleep_s(m_request_timespan);
acd_tool::m_agent_manager.GetAgents().DoSomething(acd_skill_manager::ProcessUnlock);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"unlock timeout agent");
}
}
void acd_skill_manager::ProcessUnlock(const string& agentId, const acd_agent_ptr& p_agent) {
if (p_agent->unlockTimeout()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s unlock success", p_agent->GetAgentId().c_str());
}
}
void acd_skill_manager::GetRequestNumber(const string& strSkill, const acd_skill_ptr& p_skill,
int32_t& num) {
num += p_skill->GetRequestNumber();
}
void acd_skill_manager::InsertSkill(const string& strSkill, acd_skill_ptr& p_skill) {
bool isAllocated = false;
for (vector<acd_skill_ptr>::iterator it = m_skill_array.begin(); it != m_skill_array.end(); it++) {
if ((*it)->isNotUseSkill()) {
p_skill = *it;
p_skill->UseSkill(strSkill);
m_mapSkill.Insert(strSkill, p_skill);
isAllocated = true;
break;
}
}
if (!isAllocated) {
for (uint32_t i = 0; i < m_skill_count; i++) {
p_skill = acd_skill_ptr(new acd_skill(acd_tool::CreatSkillId(), m_queue_timespan));
p_skill->Start();
m_skill_array.push_back(p_skill);
}
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"restart skill count:%d", m_skill_array.size());
p_skill->UseSkill(strSkill);
m_mapSkill.Insert(strSkill, p_skill);
}
}
void acd_skill_manager::EraseSkill(const string& strSkill, const acd_skill_ptr& p_skill) {
p_skill->UnuseSkill();
m_mapSkill.Erase(strSkill);
}
void acd_skill_manager::RouteRequest(const ims::RouteEventT& event) {
SingleRWLocker s(&m_RWLock, false);
acd_skill_ptr p_skill;
if (m_mapSkill.Find(event.requestArgs, p_skill)) {
p_skill->RouteRequest(event);
} else {
acd_tool::p_m_acd_ims->RouteRequestRespond(event.sessionid, event.requstid,
ims::RouteEventReasonT::RouteReasonWrongSkill, "", "");
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"requestId:%"SHOW_LONG"d request skill:%s not existed", event.requstid, event.requestArgs.c_str());
}
}
void acd_skill_manager::RouteRequestCancel(const ims::RouteEventT& event) {
SingleRWLocker s(&m_RWLock, false);
acd_skill_ptr p_skill;
if (m_mapSkill.Find(event.requestArgs, p_skill)) {
p_skill->RouteRequestCancel(event);
} else {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"requestId:%"SHOW_LONG"d cancel skill:%s not existed", event.requstid, event.requestArgs.c_str());
}
}
acd_skill_manager::acd_skill_manager() : m_request_timespan(30), m_queue_timespan(1),
m_skill_count(10) {
}
acd_skill_manager::~acd_skill_manager() {
}
void acd_skill_manager::Initialize(uint32_t request_timespan, uint32_t queue_timespan,
uint32_t skill_count) {
m_request_timespan = request_timespan;
m_queue_timespan = queue_timespan;
m_skill_count = skill_count;
for (uint32_t i = 0; i < m_skill_count; i++) {
acd_skill_ptr p_skill(new acd_skill(acd_tool::CreatSkillId(), m_queue_timespan));
p_skill->Start();
m_skill_array.push_back(p_skill);
}
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"start skill count:%d", m_skill_count);
Start();
}
void acd_skill_manager::Uninitialize() {
Stop();
for (vector<acd_skill_ptr>::iterator it = m_skill_array.begin(); it != m_skill_array.end(); it++) {
(*it)->Stop();
}
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"stop skill count:%d", m_skill_array.size());
}
void acd_skill_manager::insert_agent(const string& agentId, const string& skill) {
vector<string> vecSkill;
bgcc::StringUtil::split_string(skill, ",", vecSkill, true);
SingleRWLocker s(&m_RWLock, true);
acd_skill_ptr p_skill;
for (vector<string>::iterator it = vecSkill.begin(); it != vecSkill.end(); it++) {
if (!m_mapSkill.Find(*it, p_skill)) {
InsertSkill(*it, p_skill);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s create skill:%s", agentId.c_str(), it->c_str());
}
if (p_skill->InsertAgent(agentId)) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s insert skill:%s success", agentId.c_str(), it->c_str());
} else {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s insert skill:%s fail", agentId.c_str(), it->c_str());
}
}
}
void acd_skill_manager::erase_agent(const string& agentId, const string& skill) {
vector<string> vecSkill;
bgcc::StringUtil::split_string(skill, ",", vecSkill, true);
SingleRWLocker s(&m_RWLock, true);
acd_skill_ptr p_skill;
for (vector<string>::iterator it = vecSkill.begin(); it != vecSkill.end(); it++) {
if (m_mapSkill.Find(*it, p_skill)) {
if (p_skill->EraseAgent(agentId)) {
if (0 == p_skill->GetAgentNumber()) {
EraseSkill(*it, p_skill);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s delete skill:%s", agentId.c_str(), it->c_str());
}
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s erase skill:%s success", agentId.c_str(), it->c_str());
} else {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s erase skill:%s fail", agentId.c_str(), it->c_str());
}
} else {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s erase skill:%s not existed", agentId.c_str(), it->c_str());
}
}
}
void acd_skill_manager::ProcessIMSEvent(const ims::RouteEventT& event) {
switch (event.eventType.get_value()) {
case ims::RouteEventTypeT::RT_RouteUnknown:
acd_tool::p_m_acd_ims->RouteRequestRespond(event.sessionid, event.requstid,
ims::RouteEventReasonT::RouteReasonError, "", "");
acd_tool::m_logger.WriteLog(LOG_LEVEL_CRITICAL, __FILE__, __LINE__, __FUNCTION__,
"event type error");
break;
case ims::RouteEventTypeT::RT_RouteRequest:
RouteRequest(event);
break;
case ims::RouteEventTypeT::RT_RouteRespond:
acd_tool::p_m_acd_ims->RouteRequestRespond(event.sessionid, event.requstid,
ims::RouteEventReasonT::RouteReasonError, "", "");
acd_tool::m_logger.WriteLog(LOG_LEVEL_CRITICAL, __FILE__, __LINE__, __FUNCTION__,
"event type error");
break;
case ims::RouteEventTypeT::RT_RouteRequestCancel:
RouteRequestCancel(event);
break;
default:
acd_tool::p_m_acd_ims->RouteRequestRespond(event.sessionid, event.requstid,
ims::RouteEventReasonT::RouteReasonError, "", "");
acd_tool::m_logger.WriteLog(LOG_LEVEL_CRITICAL, __FILE__, __LINE__, __FUNCTION__,
"event type error");
break;
}
}
int32_t acd_skill_manager::GetRouteRequestNumber() {
int32_t num = 0;
m_mapSkill.DoSomething(acd_skill_manager::GetRequestNumber, num);
return num;
}
acd::AcdResultT acd_skill_manager::GetAgentNumberBySkill(int64_t handle, const string& agentId,
const string& skill, int32_t& agentNum) {
acd::AcdResultT ret = acd::AcdResultT::ArSuccess;
if (agentId.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__, "empty agentId");
ret = acd::AcdResultT::ArAgentIdIsEmpty;
return ret;
}
if (skill.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d empty skill", agentId.c_str(), handle);
ret = acd::AcdResultT::ArSkillIsEmpty;
return ret;
}
if (!acd_tool::p_m_acd_backup->GetIsMaster()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not master", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArNotMaster;
return ret;
}
acd_skill_ptr p_skill;
if (!m_mapSkill.Find(skill, p_skill)) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not existed", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArSkillNotExist;
return ret;
}
agentNum = p_skill->GetAgentNumber();
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s has agentNum:%d", agentId.c_str(), handle, skill.c_str(),
agentNum);
return ret;
}
acd::AcdResultT acd_skill_manager::GetAgentDetailsBySkill(int64_t handle, const string& agentId,
const string& skill, int32_t& agentNum, acd::AgentInfoListT& agentInfoList) {
acd::AcdResultT ret = acd::AcdResultT::ArSuccess;
if (agentId.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__, "empty agentId");
ret = acd::AcdResultT::ArAgentIdIsEmpty;
return ret;
}
if (skill.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d empty skill", agentId.c_str(), handle);
ret = acd::AcdResultT::ArSkillIsEmpty;
return ret;
}
if (!acd_tool::p_m_acd_backup->GetIsMaster()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not master", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArNotMaster;
return ret;
}
acd_skill_ptr p_skill;
if (!m_mapSkill.Find(skill, p_skill)) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not existed", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArSkillNotExist;
return ret;
}
agentNum = 0;
p_skill->GetAgentDetails(agentNum, agentInfoList);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s get agent details success", agentId.c_str(), handle,
skill.c_str());
return ret;
}
acd::AcdResultT acd_skill_manager::GetSkillWaitingNumber(int64_t handle, const string& agentId,
const string& skill, int32_t& queueNum, int32_t& freeNum) {
acd::AcdResultT ret = acd::AcdResultT::ArSuccess;
if (agentId.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__, "empty agentId");
ret = acd::AcdResultT::ArAgentIdIsEmpty;
return ret;
}
if (skill.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d empty skill", agentId.c_str(), handle);
ret = acd::AcdResultT::ArSkillIsEmpty;
return ret;
}
if (!acd_tool::p_m_acd_backup->GetIsMaster()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not master", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArNotMaster;
return ret;
}
acd_skill_ptr p_skill;
if (!m_mapSkill.Find(skill, p_skill)) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not existed", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArSkillNotExist;
return ret;
}
queueNum = freeNum = 0;
p_skill->GetWaitingNumber(queueNum, freeNum);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s has queueNum:%d freeNum:%d", agentId.c_str(), handle,
skill.c_str(), queueNum, freeNum);
return ret;
}
acd::AcdResultT acd_skill_manager::GetSkillWaitingCallInfo(int64_t handle, const string& agentId,
const string& skill, int32_t& queueNum, acd::QueueInfoListT& queueInfoList) {
acd::AcdResultT ret = acd::AcdResultT::ArSuccess;
if (agentId.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__, "empty agentId");
ret = acd::AcdResultT::ArAgentIdIsEmpty;
return ret;
}
if (skill.empty()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d empty skill", agentId.c_str(), handle);
ret = acd::AcdResultT::ArSkillIsEmpty;
return ret;
}
if (!acd_tool::p_m_acd_backup->GetIsMaster()) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not master", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArNotMaster;
return ret;
}
acd_skill_ptr p_skill;
if (!m_mapSkill.Find(skill, p_skill)) {
acd_tool::m_logger.WriteLog(LOG_LEVEL_WARNING, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s not existed", agentId.c_str(), handle, skill.c_str());
ret = acd::AcdResultT::ArSkillNotExist;
return ret;
}
queueNum = 0;
p_skill->GetWaitingCallInfos(queueNum, queueInfoList);
acd_tool::m_logger.WriteLog(LOG_LEVEL_DEBUG, __FILE__, __LINE__, __FUNCTION__,
"agentId:%s handle:%"SHOW_LONG"d skill:%s has queueNum:%d", agentId.c_str(), handle, skill.c_str(),
queueNum);
return ret;
}