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Dialplan - Feature code to control agent Break status.

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fusionate 2023-03-16 20:23:39 +00:00
parent 9a565cdb14
commit c41121a00f
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2 changed files with 147 additions and 119 deletions
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17
app/dialplans/resources/switch/conf/dialplan/215_agent_status_break.xml Normal file
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@ -0,0 +1,17 @@
<context name="{v_context}">
<extension name="agent-status-break" number="*24" continue="false" app_uuid="17a937f4-82f1-4a0f-b3a8-213db15127cf" order="215">
<condition field="destination_number" expression="^\*24$" break="on-true">
<action application="set" data="agent_id=${sip_from_user}" enabled="true"/>
<action application="set" data="agent_authorized=true" enabled="false"/>
<action application="set" data="agent_action=break" enabled="true"/>
<action application="lua" data="app.lua agent_status" enabled="true"/>
</condition>
<condition field="destination_number" expression="^(?:agent\+|\*24)(.+)$">
<action application="set" data="agent_id=$1" enabled="true"/>
<action application="set" data="agent_name=$1" enabled="false"/>
<action application="set" data="agent_authorized=true" enabled="false"/>
<action application="set" data="agent_action=break" enabled="true"/>
<action application="lua" data="app.lua agent_status" enabled="true"/>
</condition>
</extension>
</context>

249
app/scripts/resources/scripts/app/agent_status/index.lua
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@ -5,65 +5,65 @@
digit_timeout = 5000; digit_timeout = 5000;
debug["sql"] = true; debug["sql"] = true;
--general functions --general functions
require "resources.functions.trim"; require "resources.functions.trim";
--connect to the database --connect to the database
local Database = require "resources.functions.database"; local Database = require "resources.functions.database";
dbh = Database.new('system'); dbh = Database.new('system');
--include json library --include json library
local json local json
if (debug["sql"]) then if (debug["sql"]) then
json = require "resources.functions.lunajson" json = require "resources.functions.lunajson"
end end
local presence_in = require "resources.functions.presence_in" local presence_in = require "resources.functions.presence_in"
--set the api --set the api
api = freeswitch.API(); api = freeswitch.API();
--get the argv values --get the argv values
action = argv[2]; action = argv[2];
--get the session variables --get the session variables
if (session:ready()) then if (session:ready()) then
session:answer(); session:answer();
session:sleep('1000'); session:sleep('1000');
end end
--get the session variables --get the session variables
if (session:ready()) then if (session:ready()) then
--general variables --general variables
domain_uuid = session:getVariable("domain_uuid"); domain_uuid = session:getVariable("domain_uuid");
domain_name = session:getVariable("domain_name"); domain_name = session:getVariable("domain_name");
context = session:getVariable("context"); context = session:getVariable("context");
uuid = session:get_uuid(); uuid = session:get_uuid();
agent_authorized = session:getVariable("agent_authorized"); agent_authorized = session:getVariable("agent_authorized");
agent_action = session:getVariable("agent_action"); agent_action = session:getVariable("agent_action");
agent_id = session:getVariable("agent_id"); agent_id = session:getVariable("agent_id");
agent_name = session:getVariable("agent_name"); agent_name = session:getVariable("agent_name");
agent_password = session:getVariable("agent_password"); agent_password = session:getVariable("agent_password");
--set the sounds path for the language, dialect and voice --set the sounds path for the language, dialect and voice
default_language = session:getVariable("default_language"); default_language = session:getVariable("default_language");
default_dialect = session:getVariable("default_dialect"); default_dialect = session:getVariable("default_dialect");
default_voice = session:getVariable("default_voice"); default_voice = session:getVariable("default_voice");
if (not default_language) then default_language = 'en'; end if (not default_language) then default_language = 'en'; end
if (not default_dialect) then default_dialect = 'us'; end if (not default_dialect) then default_dialect = 'us'; end
if (not default_voice) then default_voice = 'callie'; end if (not default_voice) then default_voice = 'callie'; end
end end
--set default as access denied --set default as access denied
if (agent_authorized == nil or agent_authorized ~= 'true') then if (agent_authorized == nil or agent_authorized ~= 'true') then
agent_authorized = 'false'; agent_authorized = 'false';
end end
--define the sounds directory --define the sounds directory
sounds_dir = session:getVariable("sounds_dir"); sounds_dir = session:getVariable("sounds_dir");
sounds_dir = sounds_dir.."/"..default_language.."/"..default_dialect.."/"..default_voice; sounds_dir = sounds_dir.."/"..default_language.."/"..default_dialect.."/"..default_voice;
--get the agent_id from the caller --get the agent_id from the caller
if (agent_id == nil and agent_name == nil) then if (agent_id == nil and agent_name == nil) then
min_digits = 2; min_digits = 2;
max_digits = 20; max_digits = 20;
@ -71,7 +71,7 @@
agent_id = session:playAndGetDigits(min_digits, max_digits, max_tries, digit_timeout, "#", "phrase:voicemail_enter_id:#", "", "\\d+"); agent_id = session:playAndGetDigits(min_digits, max_digits, max_tries, digit_timeout, "#", "phrase:voicemail_enter_id:#", "", "\\d+");
end end
--get the pin number from the caller --get the pin number from the caller
if (agent_password == nil and agent_authorized ~= 'true') then if (agent_password == nil and agent_authorized ~= 'true') then
min_digits = 3; min_digits = 3;
max_digits = 20; max_digits = 20;
@ -79,7 +79,7 @@
agent_password = session:playAndGetDigits(min_digits, max_digits, max_tries, digit_timeout, "#", "phrase:voicemail_enter_pass:#", "", "\\d+"); agent_password = session:playAndGetDigits(min_digits, max_digits, max_tries, digit_timeout, "#", "phrase:voicemail_enter_pass:#", "", "\\d+");
end end
--get the agent password --get the agent password
local params = {domain_uuid = domain_uuid, agent_id = agent_id, agent_name = agent_name} local params = {domain_uuid = domain_uuid, agent_id = agent_id, agent_name = agent_name}
local sql = "SELECT * FROM v_call_center_agents "; local sql = "SELECT * FROM v_call_center_agents ";
sql = sql .. "WHERE domain_uuid = :domain_uuid "; sql = sql .. "WHERE domain_uuid = :domain_uuid ";
@ -97,16 +97,16 @@
end end
dbh:query(sql, params, function(row) dbh:query(sql, params, function(row)
--set the variables --set the variables
agent_uuid = row.call_center_agent_uuid; agent_uuid = row.call_center_agent_uuid;
agent_name = row.agent_name; agent_name = row.agent_name;
agent_id = row.agent_id; agent_id = row.agent_id;
user_uuid = row.user_uuid; user_uuid = row.user_uuid;
--authorize the user --authorize the user
agent_authorized = 'true'; agent_authorized = 'true';
end); end);
--show the results --show the results
if (agent_id) then if (agent_id) then
freeswitch.consoleLog("notice", "[user status][login] agent id: " .. agent_id .. " authorized: " .. agent_authorized .. "\n"); freeswitch.consoleLog("notice", "[user status][login] agent id: " .. agent_id .. " authorized: " .. agent_authorized .. "\n");
end end
@ -114,109 +114,117 @@
freeswitch.consoleLog("notice", "[user status][login] agent password: " .. agent_password .. "\n"); freeswitch.consoleLog("notice", "[user status][login] agent password: " .. agent_password .. "\n");
end end
--get the user_uuid --get the user_uuid
if (agent_authorized == 'true') then if (agent_authorized == 'true') then
--get the agent status from mod_callcenter --get the agent status from mod_callcenter
cmd = "callcenter_config agent get status "..agent_uuid..""; cmd = "callcenter_config agent get status "..agent_uuid.."";
freeswitch.consoleLog("notice", "[user status][login] "..cmd.."\n"); freeswitch.consoleLog("notice", "[user status][login] "..cmd.."\n");
user_status = trim(api:executeString(cmd)); user_status = trim(api:executeString(cmd));
--get the user info --get the user info
if (agent_action == nil) then if (agent_action == nil) then
if (user_status == "Available") then if (user_status == "Available") then
action = "logout"; action = "logout";
status = 'Logged Out'; status = 'Logged Out';
else else
action = "login"; action = "login";
status = 'Available'; status = 'Available';
end
elseif (agent_action == "login") then
action = "login";
status = 'Available';
elseif (agent_action == "logout") then
action = "logout";
status = 'Logged Out';
end end
elseif (agent_action == "break") then
if (user_status == "On Break") then
action = "login";
status = 'Available';
else
action = "break";
status = 'On Break';
end
elseif (agent_action == "login") then
action = "login";
status = 'Available';
elseif (agent_action == "logout") then
action = "logout";
status = 'Logged Out';
end
--send a login or logout to mod_callcenter --send a login or logout to mod_callcenter
cmd = "sched_api +5 none callcenter_config agent set status "..agent_uuid.." '"..status.."'"; cmd = "sched_api +5 none callcenter_config agent set status "..agent_uuid.." '"..status.."'";
freeswitch.consoleLog("notice", "[user status][login] "..cmd.."\n"); freeswitch.consoleLog("notice", "[user status][login] "..cmd.."\n");
result = api:executeString(cmd); result = api:executeString(cmd);
--update the user status --update the user status
if (user_uuid ~= nil and user_uuid ~= '') then if (user_uuid ~= nil and user_uuid ~= '') then
local sql = "SELECT user_status FROM v_users "; local sql = "SELECT user_status FROM v_users ";
sql = sql .. "WHERE user_uuid = :user_uuid "; sql = sql .. "WHERE user_uuid = :user_uuid ";
sql = sql .. "AND domain_uuid = :domain_uuid "; sql = sql .. "AND domain_uuid = :domain_uuid ";
local params = {user_uuid = user_uuid, domain_uuid = domain_uuid}; local params = {user_uuid = user_uuid, domain_uuid = domain_uuid};
if (debug["sql"]) then if (debug["sql"]) then
freeswitch.consoleLog("notice", "[call_center] SQL: " .. sql .. "; params:" .. json.encode(params) .. "\n"); freeswitch.consoleLog("notice", "[call_center] SQL: " .. sql .. "; params:" .. json.encode(params) .. "\n");
end
dbh:query(sql, params, function(row)
--set the user_status in the users table
local sql = "UPDATE v_users SET ";
sql = sql .. "user_status = :status ";
sql = sql .. "WHERE user_uuid = :user_uuid ";
local params = {status = status, user_uuid = user_uuid};
if (debug["sql"]) then
freeswitch.consoleLog("notice", "[call_center] SQL: " .. sql .. "; params:" .. json.encode(params) .. "\n");
end
dbh:query(sql, params);
end);
end end
dbh:query(sql, params, function(row)
--set the user_status in the users table
local sql = "UPDATE v_users SET ";
sql = sql .. "user_status = :status ";
sql = sql .. "WHERE user_uuid = :user_uuid ";
local params = {status = status, user_uuid = user_uuid};
if (debug["sql"]) then
freeswitch.consoleLog("notice", "[call_center] SQL: " .. sql .. "; params:" .. json.encode(params) .. "\n");
end
dbh:query(sql, params);
end);
end
--set the presence to terminated - turn the lamp off: --set the presence to terminated - turn the lamp off:
if (action == "logout") then if (action == "logout" or action == "break") then
event = freeswitch.Event("PRESENCE_IN"); event = freeswitch.Event("PRESENCE_IN");
event:addHeader("proto", "sip"); event:addHeader("proto", "sip");
event:addHeader("event_type", "presence"); event:addHeader("event_type", "presence");
event:addHeader("alt_event_type", "dialog"); event:addHeader("alt_event_type", "dialog");
event:addHeader("Presence-Call-Direction", "outbound"); event:addHeader("Presence-Call-Direction", "outbound");
event:addHeader("state", "Active (1 waiting)"); event:addHeader("state", "Active (1 waiting)");
event:addHeader("from", agent_name.."@"..domain_name); event:addHeader("from", agent_name.."@"..domain_name);
event:addHeader("login", agent_name.."@"..domain_name); event:addHeader("login", agent_name.."@"..domain_name);
event:addHeader("unique-id", agent_uuid); event:addHeader("unique-id", agent_uuid);
event:addHeader("answer-state", "terminated"); event:addHeader("answer-state", "terminated");
event:fire(); event:fire();
end end
--set presence in - turn lamp on --set presence in - turn lamp on
if (action == "login") then if (action == "login") then
event = freeswitch.Event("PRESENCE_IN"); event = freeswitch.Event("PRESENCE_IN");
event:addHeader("proto", "sip"); event:addHeader("proto", "sip");
event:addHeader("login", agent_name.."@"..domain_name); event:addHeader("login", agent_name.."@"..domain_name);
event:addHeader("from", agent_name.."@"..domain_name); event:addHeader("from", agent_name.."@"..domain_name);
event:addHeader("status", "Active (1 waiting)"); event:addHeader("status", "Active (1 waiting)");
event:addHeader("rpid", "unknown"); event:addHeader("rpid", "unknown");
event:addHeader("event_type", "presence"); event:addHeader("event_type", "presence");
event:addHeader("alt_event_type", "dialog"); event:addHeader("alt_event_type", "dialog");
event:addHeader("event_count", "1"); event:addHeader("event_count", "1");
event:addHeader("unique-id", agent_uuid); event:addHeader("unique-id", agent_uuid);
event:addHeader("Presence-Call-Direction", "outbound"); event:addHeader("Presence-Call-Direction", "outbound");
event:addHeader("answer-state", "confirmed"); event:addHeader("answer-state", "confirmed");
event:fire(); event:fire();
end end
if (action == "login") then if (action == "login") then
blf_status = "false" blf_status = "false"
end end
if string.find(agent_name, 'agent+', nil, true) ~= 1 then if string.find(agent_name, 'agent+', nil, true) ~= 1 then
presence_in.turn_lamp( blf_status, presence_in.turn_lamp( blf_status,
'agent+'..agent_name.."@"..domain_name, 'agent+'..agent_name.."@"..domain_name,
uuid uuid
); );
end end
end end
--unauthorized --unauthorized
if (agent_authorized == 'false') then if (agent_authorized == 'false') then
result = session:streamFile(sounds_dir.."/voicemail/vm-fail_auth.wav"); result = session:streamFile(sounds_dir.."/voicemail/vm-fail_auth.wav");
status = "Invalid ID or Password"; status = "Invalid ID or Password";
end end
--set the status and presence --set the status and presence
if (session:ready()) then if (session:ready()) then
if (action == "login") then if (action == "login") then
session:execute("playback", sounds_dir.."/ivr/ivr-you_are_now_logged_in.wav"); session:execute("playback", sounds_dir.."/ivr/ivr-you_are_now_logged_in.wav");
@ -224,14 +232,17 @@
if (action == "logout") then if (action == "logout") then
session:execute("playback", sounds_dir.."/ivr/ivr-you_are_now_logged_out.wav"); session:execute("playback", sounds_dir.."/ivr/ivr-you_are_now_logged_out.wav");
end end
if (action == "break") then
session:execute("playback", sounds_dir.."/ivr/ivr-thank_you.wav");
end
end end
--send the status to the display --send the status to the display
if (status ~= nil) then if (status ~= nil) then
reply = api:executeString("uuid_display "..uuid.." '"..status.."'"); reply = api:executeString("uuid_display "..uuid.." '"..status.."'");
end end
--set the session sleep to give time to see the display --set the session sleep to give time to see the display
if (session:ready()) then if (session:ready()) then
session:execute("sleep", "2000"); session:execute("sleep", "2000");
end end