#227 enhance automatic service dist

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDAgentService.java

@@ -0,0 +1,97 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.acd.visitor.ACDVisAllocatorMw;
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.model.*;
+import com.chatopera.cc.proxy.AgentUserProxy;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import java.util.List;
+
+@Component
+public class ACDAgentService {
+    private final static Logger logger = LoggerFactory.getLogger(ACDAgentService.class);
+
+    @Autowired
+    private ACDVisAllocatorMw acdAgentAllocatorMw;
+
+    @Autowired
+    private AgentUserProxy agentUserProxy;
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
+    @Autowired
+    private ACDQueueService acdQueueService;
+
+    /**
+     * 为访客分配坐席
+     *
+     * @param agentUser
+     */
+    @SuppressWarnings("unchecked")
+    public AgentService allotAgent(
+            final AgentUser agentUser,
+            final String orgi) {
+        /**
+         * 查询条件，当前在线的 坐席，并且 未达到最大 服务人数的坐席
+         */
+        List<AgentStatus> agentStatusList = acdAgentAllocatorMw.filterOutAvailableAgentStatus(agentUser, orgi);
+
+        /**
+         * 处理ACD 的 技能组请求和 坐席请求
+         */
+        AgentStatus agentStatus = null;
+        AgentService agentService = null;    //放入缓存的对象
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+        if (agentStatusList.size() > 0) {
+            agentStatus = agentStatusList.get(0);
+            if (agentStatus.getUsers() >= sessionConfig.getMaxuser()) {
+                agentStatus = null;
+                /**
+                 * 判断当前有多少人排队中 ， 分三种情况：1、请求技能组的，2、请求坐席的，3，默认请求的
+                 *
+                 */
+            }
+        }
+
+        try {
+            agentService = acdAgentAllocatorMw.processAgentService(agentStatus, agentUser, orgi, false, sessionConfig);
+            // 处理结果：进入排队队列
+            if (StringUtils.equals(MainContext.AgentUserStatusEnum.INQUENE.toString(), agentService.getStatus())) {
+                agentService.setQueneindex(
+                        acdQueueService.getQueueIndex(agentUser.getAgentno(), orgi, agentUser.getSkill()));
+            }
+        } catch (Exception ex) {
+            logger.warn("[allotAgent] exception: ", ex);
+        }
+        agentUserProxy.broadcastAgentsStatus(
+                orgi, "user", agentService != null && agentService.getStatus().equals(
+                        MainContext.AgentUserStatusEnum.INSERVICE.toString()) ? "inservice" : "inquene",
+                agentUser.getId()
+                                            );
+        return agentService;
+    }
+
+
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDChatbotService.java

@@ -0,0 +1,88 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.model.AgentService;
+import com.chatopera.cc.model.AgentUser;
+import com.chatopera.cc.persistence.repository.AgentServiceRepository;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import java.util.Date;
+
+@Component
+public class ACDChatbotService {
+    private final static Logger logger = LoggerFactory.getLogger(ACDChatbotService.class);
+
+    @Autowired
+    private AgentServiceRepository agentServiceRes;
+
+    /**
+     * 为访客分配机器人客服， ACD策略，此处 AgentStatus 是建议 的 坐席，  如果启用了  历史服务坐席 优先策略， 则会默认检查历史坐席是否空闲，如果空闲，则分配，如果不空闲，则 分配当前建议的坐席
+     *
+     * @param agentUser
+     * @param orgi
+     * @return
+     * @throws Exception
+     */
+    public AgentService processChatbotService(final String botName, final AgentUser agentUser, final String orgi) {
+        AgentService agentService = new AgentService();    //放入缓存的对象
+        Date now = new Date();
+        if (StringUtils.isNotBlank(agentUser.getAgentserviceid())) {
+            agentService = agentServiceRes.findByIdAndOrgi(agentUser.getAgentserviceid(), orgi);
+            agentService.setEndtime(now);
+            if (agentService.getServicetime() != null) {
+                agentService.setSessiontimes(System.currentTimeMillis() - agentService.getServicetime().getTime());
+            }
+            agentService.setStatus(MainContext.AgentUserStatusEnum.END.toString());
+        } else {
+            agentService.setServicetime(now);
+            agentService.setLogindate(now);
+            agentService.setOrgi(orgi);
+            agentService.setOwner(agentUser.getContextid());
+            agentService.setSessionid(agentUser.getSessionid());
+            agentService.setRegion(agentUser.getRegion());
+            agentService.setUsername(agentUser.getUsername());
+            agentService.setChannel(agentUser.getChannel());
+            if (botName != null) {
+                agentService.setAgentusername(botName);
+            }
+
+            if (StringUtils.isNotBlank(agentUser.getContextid())) {
+                agentService.setContextid(agentUser.getContextid());
+            } else {
+                agentService.setContextid(agentUser.getSessionid());
+            }
+
+            agentService.setUserid(agentUser.getUserid());
+            agentService.setAiid(agentUser.getAgentno());
+            agentService.setAiservice(true);
+            agentService.setStatus(MainContext.AgentUserStatusEnum.INSERVICE.toString());
+
+            agentService.setAppid(agentUser.getAppid());
+            agentService.setLeavemsg(false);
+        }
+
+        agentServiceRes.save(agentService);
+        return agentService;
+    }
+
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDComposeContext.java

@@ -0,0 +1,320 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.model.*;
+import com.chatopera.cc.socketio.message.Message;
+import com.chatopera.cc.util.IP;
+
+public class ACDComposeContext extends Message {
+
+    // 技能组及渠道
+    private String orgi;
+    private String organid;
+    private Organ organ;
+    private String appid;
+    private String channel;
+    private SNSAccount snsAccount;
+    private String sessionid;
+
+    // 策略
+    private SessionConfig sessionConfig;
+    // 坐席报告
+    private AgentReport agentReport;
+
+    // 机器人客服
+    private String aiid;
+    private boolean isAi;
+
+    // 是否是邀请
+    private boolean isInvite;
+
+    private User agent;
+    private String agentno;
+    private String agentUserId;
+
+    private String agentServiceId;
+
+    private AgentUser agentUser;
+
+    private AgentService agentService;
+
+    // 访客
+    private String onlineUserId;
+    private OnlineUser onlineUser;
+    private String onlineUserNickname;
+    private String onlineUserHeadimgUrl;
+
+    // 其它信息
+    private IP ipdata;
+    private String initiator;
+    private String title;
+    private String url;
+    private String browser;
+    private String osname;
+    private String traceid;
+    private String ownerid;
+    private String ip;
+
+    public String getOrganid() {
+        return organid;
+    }
+
+    public void setOrganid(String organid) {
+        this.organid = organid;
+    }
+
+    public Organ getOrgan() {
+        return organ;
+    }
+
+    public void setOrgan(Organ organ) {
+        this.organ = organ;
+    }
+
+    public String getAppid() {
+        return appid;
+    }
+
+    public void setAppid(String appid) {
+        this.appid = appid;
+    }
+
+    public String getChannel() {
+        return channel;
+    }
+
+    public void setChannel(String channel) {
+        this.channel = channel;
+    }
+
+    public SNSAccount getSnsAccount() {
+        return snsAccount;
+    }
+
+    public void setSnsAccount(SNSAccount snsAccount) {
+        this.snsAccount = snsAccount;
+    }
+
+    public SessionConfig getSessionConfig() {
+        return sessionConfig;
+    }
+
+    public void setSessionConfig(SessionConfig sessionConfig) {
+        this.sessionConfig = sessionConfig;
+    }
+
+    public String getAiid() {
+        return aiid;
+    }
+
+    public void setAiid(String aiid) {
+        this.aiid = aiid;
+    }
+
+    public boolean isAi() {
+        return isAi;
+    }
+
+    public void setAi(boolean ai) {
+        isAi = ai;
+    }
+
+    public boolean isInvite() {
+        return isInvite;
+    }
+
+    public void setInvite(boolean invite) {
+        isInvite = invite;
+    }
+
+    public User getAgent() {
+        return agent;
+    }
+
+    public void setAgent(User agent) {
+        this.agent = agent;
+    }
+
+    public String getAgentno() {
+        return agentno;
+    }
+
+    public void setAgentno(String agentno) {
+        this.agentno = agentno;
+    }
+
+    public String getAgentUserId() {
+        return agentUserId;
+    }
+
+    public void setAgentUserId(String agentUserId) {
+        this.agentUserId = agentUserId;
+    }
+
+    public String getOnlineUserId() {
+        return onlineUserId;
+    }
+
+    public void setOnlineUserId(String onlineUserId) {
+        this.onlineUserId = onlineUserId;
+    }
+
+    public String getAgentServiceId() {
+        return agentServiceId;
+    }
+
+    public void setAgentServiceId(String agentServiceId) {
+        this.agentServiceId = agentServiceId;
+    }
+
+    public AgentUser getAgentUser() {
+        return agentUser;
+    }
+
+    public void setAgentUser(AgentUser agentUser) {
+        this.agentUser = agentUser;
+    }
+
+    public OnlineUser getOnlineUser() {
+        return onlineUser;
+    }
+
+    public void setOnlineUser(OnlineUser onlineUser) {
+        this.onlineUser = onlineUser;
+    }
+
+    public AgentService getAgentService() {
+        return agentService;
+    }
+
+    public void setAgentService(AgentService agentService) {
+        this.agentService = agentService;
+    }
+
+    public String getSessionid() {
+        return sessionid;
+    }
+
+    public void setSessionid(String sessionid) {
+        this.sessionid = sessionid;
+    }
+
+    public String getOnlineUserNickname() {
+        return onlineUserNickname;
+    }
+
+    public void setOnlineUserNickname(String onlineUserNickname) {
+        this.onlineUserNickname = onlineUserNickname;
+    }
+
+    public IP getIpdata() {
+        return ipdata;
+    }
+
+    public void setIpdata(IP ipdata) {
+        this.ipdata = ipdata;
+    }
+
+    public String getInitiator() {
+        return initiator;
+    }
+
+    public void setInitiator(String initiator) {
+        this.initiator = initiator;
+    }
+
+    public String getTitle() {
+        return title;
+    }
+
+    public void setTitle(String title) {
+        this.title = title;
+    }
+
+    public String getUrl() {
+        return url;
+    }
+
+    public void setUrl(String url) {
+        this.url = url;
+    }
+
+    public String getBrowser() {
+        return browser;
+    }
+
+    public void setBrowser(String browser) {
+        this.browser = browser;
+    }
+
+    public String getOsname() {
+        return osname;
+    }
+
+    public void setOsname(String osname) {
+        this.osname = osname;
+    }
+
+    public String getTraceid() {
+        return traceid;
+    }
+
+    public void setTraceid(String traceid) {
+        this.traceid = traceid;
+    }
+
+    public String getOwnerid() {
+        return ownerid;
+    }
+
+    public void setOwnerid(String ownerid) {
+        this.ownerid = ownerid;
+    }
+
+    public String getOrgi() {
+        return orgi;
+    }
+
+    public void setOrgi(String orgi) {
+        this.orgi = orgi;
+    }
+
+    public String getOnlineUserHeadimgUrl() {
+        return onlineUserHeadimgUrl;
+    }
+
+    public void setOnlineUserHeadimgUrl(String onlineUserHeadimgUrl) {
+        this.onlineUserHeadimgUrl = onlineUserHeadimgUrl;
+    }
+
+    public String getIp() {
+        return ip;
+    }
+
+    public void setIp(String ip) {
+        this.ip = ip;
+    }
+
+    public AgentReport getAgentReport() {
+        return agentReport;
+    }
+
+    public void setAgentReport(AgentReport agentReport) {
+        this.agentReport = agentReport;
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDMessageHelper.java

@@ -0,0 +1,119 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.model.AgentService;
+import com.chatopera.cc.model.SessionConfig;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+@Component
+public class ACDMessageHelper {
+    private final static Logger logger = LoggerFactory.getLogger(ACDMessageHelper.class);
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
+    /**
+     * 通知消息内容：分配到坐席
+     *
+     * @param agentService
+     * @param channel
+     * @param orgi
+     * @return
+     */
+    public String getSuccessMessage(AgentService agentService, String channel, String orgi) {
+        String queneTip = "<span id='agentno'>" + agentService.getAgentusername() + "</span>";
+        if (!MainContext.ChannelType.WEBIM.toString().equals(channel)) {
+            queneTip = agentService.getAgentusername();
+        }
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+        String successMsg = "坐席分配成功，" + queneTip + "为您服务。";
+        if (StringUtils.isNotBlank(sessionConfig.getSuccessmsg())) {
+            successMsg = sessionConfig.getSuccessmsg().replaceAll("\\{agent\\}", queneTip);
+        }
+        return successMsg;
+    }
+
+    /**
+     * 通知消息内容：和坐席断开
+     *
+     * @param channel
+     * @param orgi
+     * @return
+     */
+    public String getServiceFinishMessage(String channel, String orgi) {
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+        String queneTip = "坐席已断开和您的对话";
+        if (StringUtils.isNotBlank(sessionConfig.getFinessmsg())) {
+            queneTip = sessionConfig.getFinessmsg();
+        }
+        return queneTip;
+    }
+
+
+    /**
+     * 通知消息内容：和坐席断开，刷新页面
+     *
+     * @param channel
+     * @param orgi
+     * @return
+     */
+    public String getServiceOffMessage(String channel, String orgi) {
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+        String queneTip = "坐席已断开和您的对话，刷新页面为您分配新的坐席";
+        if (StringUtils.isNotBlank(sessionConfig.getFinessmsg())) {
+            queneTip = sessionConfig.getFinessmsg();
+        }
+        return queneTip;
+    }
+
+    public String getNoAgentMessage(int queneIndex, String channel, String orgi) {
+        if (queneIndex < 0) {
+            queneIndex = 0;
+        }
+        String queneTip = "<span id='queneindex'>" + queneIndex + "</span>";
+        if (!MainContext.ChannelType.WEBIM.toString().equals(channel)) {
+            queneTip = String.valueOf(queneIndex);
+        }
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+        String noAgentTipMsg = "坐席全忙，已进入等待队列，您也可以在其他时间再来咨询。";
+        if (StringUtils.isNotBlank(sessionConfig.getNoagentmsg())) {
+            noAgentTipMsg = sessionConfig.getNoagentmsg().replaceAll("\\{num\\}", queneTip);
+        }
+        return noAgentTipMsg;
+    }
+
+    public String getQueneMessage(int queneIndex, String channel, String orgi) {
+
+        String queneTip = "<span id='queneindex'>" + queneIndex + "</span>";
+        if (!MainContext.ChannelType.WEBIM.toString().equals(channel)) {
+            queneTip = String.valueOf(queneIndex);
+        }
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+        String agentBusyTipMsg = "正在排队，请稍候,在您之前，还有  " + queneTip + " 位等待用户。";
+        if (StringUtils.isNotBlank(sessionConfig.getAgentbusymsg())) {
+            agentBusyTipMsg = sessionConfig.getAgentbusymsg().replaceAll("\\{num\\}", queneTip);
+        }
+        return agentBusyTipMsg;
+    }
+
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDPolicyService.java

@@ -0,0 +1,78 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.model.SessionConfig;
+import com.chatopera.cc.persistence.repository.SessionConfigRepository;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import java.util.List;
+
+/**
+ * 坐席自动分配策略集
+ */
+@Component
+public class ACDPolicyService {
+    private final static Logger logger = LoggerFactory.getLogger(ACDPolicyService.class);
+
+    @Autowired
+    private Cache cache;
+
+    @Autowired
+    private SessionConfigRepository sessionConfigRes;
+
+    /**
+     * 载入坐席 ACD策略配置
+     *
+     * @return
+     */
+    @SuppressWarnings("unchecked")
+    public List<SessionConfig> initSessionConfigList() {
+        List<SessionConfig> sessionConfigList;
+        if ((sessionConfigList = cache.findOneSessionConfigListByOrgi(MainContext.SYSTEM_ORGI)) == null) {
+            sessionConfigList = sessionConfigRes.findAll();
+            if (sessionConfigList != null && sessionConfigList.size() > 0) {
+                cache.putSessionConfigListByOrgi(sessionConfigList, MainContext.SYSTEM_ORGI);
+            }
+        }
+        return sessionConfigList;
+    }
+
+    /**
+     * 载入坐席 ACD策略配置
+     *
+     * @param orgi
+     * @return
+     */
+    public SessionConfig initSessionConfig(final String orgi) {
+        SessionConfig sessionConfig;
+        if ((sessionConfig = cache.findOneSessionConfigByOrgi(orgi)) == null) {
+            sessionConfig = sessionConfigRes.findByOrgi(orgi);
+            if (sessionConfig == null) {
+                sessionConfig = new SessionConfig();
+            } else {
+                cache.putSessionConfigByOrgi(sessionConfig, orgi);
+            }
+        }
+        return sessionConfig;
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDQueueService.java

@@ -0,0 +1,61 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.model.AgentUser;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import java.util.Map;
+
+@Component
+public class ACDQueueService {
+    private final static Logger logger = LoggerFactory.getLogger(ACDQueueService.class);
+
+
+    @Autowired
+    private Cache cache;
+
+    @SuppressWarnings("unchecked")
+    public int getQueueIndex(String agent, String orgi, String skill) {
+        int queneUsers = 0;
+        Map<String, AgentUser> map = cache.getAgentUsersInQueByOrgi(orgi);
+
+        for (Map.Entry<String, AgentUser> entry : map.entrySet()) {
+            if (StringUtils.isNotBlank(skill)) {
+                if (StringUtils.equals(entry.getValue().getSkill(), skill)) {
+                    queneUsers++;
+                }
+                continue;
+            } else {
+                if (StringUtils.isNotBlank(agent)) {
+                    if (StringUtils.equals(entry.getValue().getAgentno(), agent)) {
+                        queneUsers++;
+                    }
+                    continue;
+                } else {
+                    queneUsers++;
+                }
+            }
+        }
+        return queneUsers;
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDServiceRouter.java

@@ -0,0 +1,665 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.acd.agent.ACDAgentMw1;
+import com.chatopera.cc.acd.visitor.*;
+import com.chatopera.cc.basic.Constants;
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.basic.MainUtils;
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.cache.RedisCommand;
+import com.chatopera.cc.cache.RedisKey;
+import com.chatopera.cc.exception.CSKefuException;
+import com.chatopera.cc.model.*;
+import com.chatopera.cc.peer.PeerSyncIM;
+import com.chatopera.cc.persistence.repository.*;
+import com.chatopera.cc.proxy.AgentUserProxy;
+import com.chatopera.cc.socketio.client.NettyClients;
+import com.chatopera.cc.socketio.message.Message;
+import com.chatopera.cc.util.IP;
+import com.chatopera.cc.util.SerializeUtil;
+import com.chatopera.compose4j.Composer;
+import com.chatopera.compose4j.exception.Compose4jRuntimeException;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import javax.annotation.PostConstruct;
+import java.util.Date;
+import java.util.List;
+import java.util.Map;
+
+/**
+ * Automatic Call Distribution Main Entry
+ */
+@SuppressWarnings("deprecation")
+@Component
+public class ACDServiceRouter {
+    private final static Logger logger = LoggerFactory.getLogger(ACDServiceRouter.class);
+
+    // Redis缓存: 缓存的底层实现接口
+    @Autowired
+    private RedisCommand redisCommand;
+
+    // 缓存管理：高级缓存实现接口
+    @Autowired
+    private Cache cache;
+
+    // 在线访客与坐席关联表
+    @Autowired
+    private AgentUserRepository agentUserRes;
+
+    // 在线访客
+    @Autowired
+    private OnlineUserRepository onlineUserRes;
+
+    // 坐席服务记录
+    @Autowired
+    private AgentServiceRepository agentServiceRes;
+
+
+    @Autowired
+    private AgentUserProxy agentUserProxy;
+
+    // 坐席服务任务
+    @Autowired
+    private AgentUserTaskRepository agentUserTaskRes;
+
+    // 机器人坐席
+    @Autowired
+    private ACDChatbotService acdChatbotService;
+
+    // 坐席状态
+    @Autowired
+    private AgentStatusRepository agentStatusRes;
+
+    // 消息工厂
+    @Autowired
+    private ACDMessageHelper acdMessageHelper;
+
+    // 坐席服务
+    @Autowired
+    private ACDAgentService acdAgentService;
+
+    // 消息分发
+    @Autowired
+    private PeerSyncIM peerSyncIM;
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
+    @Autowired
+    private ACDQueueService acdQueueService;
+
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
+    /**
+     * 为坐席安排访客
+     */
+    private Composer<ACDComposeContext> agentPipeline;
+
+    @Autowired
+    private ACDAgentMw1 acdAgentMw1;
+
+    /**
+     * 为访客安排坐席
+     */
+    private Composer<ACDComposeContext> visitorPipeline;
+
+    @Autowired
+    private ACDVisBodyParserMw acdVisBodyParserMw;
+
+    @Autowired
+    private ACDVisBindingMw acdVisBindingMw;
+
+    @Autowired
+    private ACDVisSessionCfgMw acdVisSessionCfgMw;
+
+    @Autowired
+    private ACDVisServiceMw acdVisServiceMw;
+
+    @Autowired
+    private ACDVisAllocatorMw acdVisAllocatorMw;
+
+    @PostConstruct
+    private void setup() {
+        logger.info("[setup] setup ACD Algorithm Service ...");
+
+        setUpAgentPipeline();
+        setUpVisitorPipeline();
+    }
+
+    /**
+     * 建立坐席处理管道
+     */
+    private void setUpAgentPipeline() {
+        agentPipeline = new Composer<>();
+        agentPipeline.use(acdAgentMw1);
+    }
+
+
+    /**
+     * 建立访客处理管道
+     */
+    private void setUpVisitorPipeline() {
+        visitorPipeline = new Composer<>();
+
+        /**
+         * 1) 设置基本信息
+         */
+        visitorPipeline.use(acdVisBodyParserMw);
+
+        /**
+         * 1) 绑定技能组或坐席(包括邀请时的坐席)
+         */
+        visitorPipeline.use(acdVisBindingMw);
+
+        /**
+         * 1) 坐席配置:工作时间段，有无就绪在线坐席
+         *
+         */
+        visitorPipeline.use(acdVisSessionCfgMw);
+
+        /**
+         * 1）选择坐席，确定AgentService
+         */
+        visitorPipeline.use(acdVisServiceMw);
+
+        /**
+         * 1）根据策略筛选坐席
+         */
+        visitorPipeline.use(acdVisAllocatorMw);
+    }
+
+
+    /**
+     * 为坐席批量分配用户
+     *
+     * @param agentno
+     * @param orgi
+     */
+    @SuppressWarnings("unchecked")
+    public void allotVisitors(String agentno, String orgi) {
+        // 获得目标坐席的状态
+        AgentStatus agentStatus = SerializeUtil.deserialize(
+                redisCommand.getHashKV(RedisKey.getAgentStatusReadyHashKey(orgi), agentno));
+
+        if (agentStatus == null) {
+            logger.warn("[allotAgent] can not find AgentStatus for agentno {}", agentno);
+            return;
+        }
+
+        // 获得所有待服务访客的列表
+        Map<String, AgentUser> pendingAgentUsers = cache.getAgentUsersInQueByOrgi(orgi);
+
+        for (Map.Entry<String, AgentUser> entry : pendingAgentUsers.entrySet()) {
+            AgentUser agentUser = entry.getValue();
+            boolean process = false;
+
+            if ((StringUtils.equals(agentUser.getAgentno(), agentno))) {
+                // 待服务的访客指定了该坐席
+                process = true;
+            } else {
+                if (agentStatus != null &&
+                        agentStatus.getSkills() != null &&
+                        agentStatus.getSkills().size() > 0) {
+                    // 目标坐席有状态，并且坐席属于某技能组
+                    if ((StringUtils.isBlank(agentUser.getAgentno()) &&
+                            StringUtils.isBlank(agentUser.getSkill()))) {
+                        // 待服务的访客还没有指定坐席，并且也没有绑定技能组
+                        process = true;
+                    } else {
+                        if (StringUtils.isBlank(agentUser.getAgentno()) &&
+                                agentStatus.getSkills().containsKey(agentUser.getSkill())) {
+                            // 待服务的访客还没有指定坐席，并且指定的技能组和该坐席的技能组一致
+                            process = true;
+                        }
+                    }
+                } else {
+                    // 目标坐席没有状态，或该目标坐席有状态但是没有属于任何一个技能组
+                    if (StringUtils.isBlank(agentUser.getAgentno()) &&
+                            StringUtils.isBlank(agentUser.getSkill())) {
+                        // 待服务访客没有指定坐席，并且没有指定技能组
+                        process = true;
+                    }
+                }
+            }
+
+            if (!process) {
+                continue;
+            }
+
+            SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+            long maxusers = sessionConfig == null ? Constants.AGENT_STATUS_MAX_USER : sessionConfig.getMaxuser();
+            if (agentStatus.getUsers() < maxusers) {   //坐席未达到最大咨询访客数量
+                // 从排队队列移除
+                cache.deleteAgentUserInqueByAgentUserIdAndOrgi(agentUser.getUserid(), orgi);
+
+                // 下面开始处理其加入到服务中的队列
+                try {
+                    AgentService agentService = acdVisAllocatorMw.processAgentService(
+                            agentStatus, agentUser, orgi, false, sessionConfig);
+
+                    // 处理完成得到 agentService
+                    Message outMessage = new Message();
+                    outMessage.setMessage(acdMessageHelper.getSuccessMessage(
+                            agentService,
+                            agentUser.getChannel(),
+                            orgi));
+                    outMessage.setMessageType(MainContext.MediaType.TEXT.toString());
+                    outMessage.setCalltype(MainContext.CallType.IN.toString());
+                    outMessage.setCreatetime(MainUtils.dateFormate.format(new Date()));
+
+                    if (StringUtils.isNotBlank(agentUser.getUserid())) {
+                        outMessage.setAgentUser(agentUser);
+                        outMessage.setChannelMessage(agentUser);
+
+                        // 向访客推送消息
+                        peerSyncIM.send(
+                                MainContext.ReceiverType.VISITOR,
+                                MainContext.ChannelType.toValue(agentUser.getChannel()), agentUser.getAppid(),
+                                MainContext.MessageType.STATUS, agentUser.getUserid(), outMessage, true
+                                       );
+
+                        // 向坐席推送消息
+                        peerSyncIM.send(MainContext.ReceiverType.AGENT, MainContext.ChannelType.WEBIM,
+                                        agentUser.getAppid(),
+                                        MainContext.MessageType.NEW, agentUser.getAgentno(), outMessage, true);
+                    }
+                } catch (Exception ex) {
+                    logger.warn("[allotAgent] fail to process service", ex);
+                }
+            } else {
+                logger.info("[allotAgent] agentno {} reach the max users limit", agentno);
+                break;
+            }
+        }
+        agentUserProxy.broadcastAgentsStatus(orgi, "agent", "success", agentno);
+    }
+
+    /**
+     * 访客服务结束
+     *
+     * @param agentUser
+     * @param orgi
+     * @throws Exception
+     */
+    public void serviceFinish(final AgentUser agentUser, final String orgi) {
+        if (agentUser != null) {
+            // 获得坐席状态
+            AgentStatus agentStatus = null;
+            if (StringUtils.equals(MainContext.AgentUserStatusEnum.INSERVICE.toString(), agentUser.getStatus()) &&
+                    agentUser.getAgentno() != null) {
+                agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(agentUser.getAgentno(), orgi);
+            }
+
+            // 设置新AgentUser的状态
+            agentUser.setStatus(MainContext.AgentUserStatusEnum.END.toString());
+            if (agentUser.getServicetime() != null) {
+                agentUser.setSessiontimes(System.currentTimeMillis() - agentUser.getServicetime().getTime());
+            }
+
+            // 从缓存中删除agentUser缓存
+            agentUserRes.save(agentUser);
+
+            final SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+
+            // 坐席服务
+            AgentService service = null;
+            if (StringUtils.isNotBlank(agentUser.getAgentserviceid())) {
+                service = agentServiceRes.findByIdAndOrgi(agentUser.getAgentserviceid(), agentUser.getOrgi());
+            } else if (agentStatus != null) {
+                // 该访客没有和坐席对话，因此没有 AgentService
+                // 当做留言处理，创建一个新的 AgentService
+                service = acdVisAllocatorMw.processAgentService(agentStatus, agentUser, orgi, true, sessionConfig);
+            }
+
+            if (service != null) {
+                service.setStatus(MainContext.AgentUserStatusEnum.END.toString());
+                service.setEndtime(new Date());
+                if (service.getServicetime() != null) {
+                    service.setSessiontimes(System.currentTimeMillis() - service.getServicetime().getTime());
+                }
+
+                final List<AgentUserTask> agentUserTaskList = agentUserTaskRes.findByIdAndOrgi(
+                        agentUser.getId(), agentUser.getOrgi());
+                if (agentUserTaskList.size() > 0) {
+                    final AgentUserTask agentUserTask = agentUserTaskList.get(0);
+                    service.setAgentreplyinterval(agentUserTask.getAgentreplyinterval());
+                    service.setAgentreplytime(agentUserTask.getAgentreplytime());
+                    service.setAvgreplyinterval(agentUserTask.getAvgreplyinterval());
+                    service.setAvgreplytime(agentUserTask.getAvgreplytime());
+
+                    service.setUserasks(agentUserTask.getUserasks());
+                    service.setAgentreplys(agentUserTask.getAgentreplys());
+
+                    // 开启了质检，并且是有效对话
+                    if (sessionConfig.isQuality()) {
+                        // 未分配质检任务
+                        service.setQualitystatus(MainContext.QualityStatusEnum.NODIS.toString());
+                    }
+                }
+
+                /**
+                 * 启用了质检任务，开启质检
+                 */
+                if ((!sessionConfig.isQuality()) || service.getUserasks() == 0) {
+                    // 未开启质检 或无效对话无需质检
+                    service.setQualitystatus(MainContext.QualityStatusEnum.NO.toString());
+                }
+                agentServiceRes.save(service);
+            }
+
+            /**
+             * 发送到访客端的通知
+             */
+            switch (MainContext.ChannelType.toValue(agentUser.getChannel())) {
+                case WEBIM:
+                    // WebIM 发送对话结束事件
+                    // 向访客发送消息
+                    Message outMessage = new Message();
+                    outMessage.setAgentStatus(agentStatus);
+                    outMessage.setMessage(acdMessageHelper.getServiceFinishMessage(agentUser.getChannel(), orgi));
+                    outMessage.setMessageType(MainContext.AgentUserStatusEnum.END.toString());
+                    outMessage.setCalltype(MainContext.CallType.IN.toString());
+                    outMessage.setCreatetime(MainUtils.dateFormate.format(new Date()));
+                    outMessage.setAgentUser(agentUser);
+
+                    // 向访客发送消息
+                    peerSyncIM.send(
+                            MainContext.ReceiverType.VISITOR,
+                            MainContext.ChannelType.toValue(agentUser.getChannel()), agentUser.getAppid(),
+                            MainContext.MessageType.STATUS, agentUser.getUserid(), outMessage, true
+                                   );
+
+                    if (agentStatus != null) {
+                        // 坐席在线，通知结束会话
+                        outMessage.setChannelMessage(agentUser);
+                        outMessage.setAgentUser(agentUser);
+                        peerSyncIM.send(MainContext.ReceiverType.AGENT, MainContext.ChannelType.WEBIM,
+                                        agentUser.getAppid(),
+                                        MainContext.MessageType.END, agentUser.getAgentno(), outMessage, true);
+                    }
+                    break;
+                case PHONE:
+                    // 语音渠道，强制发送
+                    logger.info("[serviceFinish] send notify to callout channel agentno {}", agentUser.getAgentno());
+                    NettyClients.getInstance().sendCalloutEventMessage(
+                            agentUser.getAgentno(), MainContext.MessageType.END.toString(), agentUser);
+                    break;
+                default:
+                    logger.info(
+                            "[serviceFinish] ignore notify agent service end for channel {}, agent user id {}",
+                            agentUser.getChannel(), agentUser.getId());
+            }
+
+            // 更新访客的状态为可以接收邀请
+            final OnlineUser onlineUser = onlineUserRes.findOneByUseridAndOrgi(
+                    agentUser.getUserid(), agentUser.getOrgi());
+            if (onlineUser != null) {
+                onlineUser.setInvitestatus(MainContext.OnlineUserInviteStatus.DEFAULT.toString());
+                onlineUserRes.save(onlineUser);
+                logger.info(
+                        "[online] onlineUser id {}, status {}, invite status {}", onlineUser.getId(),
+                        onlineUser.getStatus(), onlineUser.getInvitestatus());
+            }
+
+            // 当前访客服务已经结束，为坐席寻找新访客
+            if (agentStatus != null) {
+                long maxusers = sessionConfig != null ? sessionConfig.getMaxuser() : Constants.AGENT_STATUS_MAX_USER;
+                if ((agentStatus.getUsers() - 1) < maxusers) {
+                    allotVisitors(agentStatus.getAgentno(), orgi);
+                }
+            }
+            agentUserProxy.broadcastAgentsStatus(orgi, "end", "success", agentUser != null ? agentUser.getId() : null);
+        } else {
+            logger.info("[serviceFinish] orgi {}, invalid agent user, should not be null", orgi);
+        }
+    }
+
+
+    /**
+     * 撤退一个坐席
+     * 1）将该坐席状态置为"非就绪"
+     * 2) 将该坐席的访客重新分配给其它坐席
+     *
+     * @param orgi
+     * @param agentno
+     * @return 有没有成功将所有其服务的访客都分配出去
+     */
+    public boolean withdrawAgent(final String orgi, final String agentno) {
+        // 先将该客服切换到非就绪状态
+        final AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(agentno, orgi);
+        if (agentStatus != null) {
+            agentStatus.setBusy(false);
+            agentStatus.setUpdatetime(new Date());
+            agentStatus.setStatus(MainContext.AgentStatusEnum.NOTREADY.toString());
+            agentStatusRes.save(agentStatus);
+            cache.putAgentStatusByOrgi(agentStatus, orgi);
+        }
+
+        // 然后将该坐席的访客分配给其它坐席
+        // 获得该租户在线的客服的多少
+        // TODO 对于agentUser的技能组过滤，在下面再逐个考虑？
+        // 该信息同样也包括当前用户
+        List<AgentUser> agentUsers = cache.findInservAgentUsersByAgentnoAndOrgi(agentno, orgi);
+        int sz = agentUsers.size();
+        for (final AgentUser x : agentUsers) {
+            try {
+                // TODO 此处没有考虑遍历过程中，系统中坐席的服务访客的信息实际上是变化的
+                // 可能会发生maxusers超过设置的情况，如果做很多检查，会带来一定一系统开销
+                // 因为影响不大，放弃实时的检查
+                acdAgentService.allotAgent(x, x.getOrgi());
+                // 因为重新分配该访客，将其从撤离的坐席中服务集合中删除
+                // 此处类似于 Transfer
+                redisCommand.removeSetVal(
+                        RedisKey.getInServAgentUsersByAgentnoAndOrgi(agentno, orgi), x.getUserid());
+                sz--;
+            } catch (Exception e) {
+                logger.warn("[withdrawAgent] throw error:", e);
+            }
+        }
+
+        if (sz == 0) {
+            logger.info("[withdrawAgent] after re-allotAgent, the agentUsers size is {} for agentno {}", sz, agentno);
+        } else {
+            logger.warn("[withdrawAgent] after re-allotAgent, the agentUsers size is {} for agentno {}", sz, agentno);
+        }
+
+        return sz == 0;
+    }
+
+    /**
+     * 邀请访客进入当前对话，如果当前操作的 坐席是已就绪状态，则直接加入到当前坐席的
+     * 对话列表中，如果未登录，则分配给其他坐席
+     *
+     * @param agentno
+     * @param agentUser
+     * @param orgi
+     * @return
+     * @throws Exception
+     */
+    public AgentService allotAgentForInvite(
+            final String agentno,
+            final AgentUser agentUser,
+            final String orgi
+                                           ) throws Exception {
+        AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(agentno, orgi);
+        AgentService agentService;
+        if (agentStatus != null) {
+            SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
+            agentService = acdVisAllocatorMw.processAgentService(agentStatus, agentUser, orgi, false, sessionConfig);
+            agentUserProxy.broadcastAgentsStatus(orgi, "invite", "success", agentno);
+
+            /**
+             * 通知坐席新的访客邀请成功
+             */
+            Message outMessage = new Message();
+            outMessage.setAgentUser(agentUser);
+            outMessage.setChannelMessage(agentUser);
+            peerSyncIM.send(MainContext.ReceiverType.AGENT, MainContext.ChannelType.WEBIM,
+                            agentUser.getAppid(),
+                            MainContext.MessageType.NEW, agentUser.getAgentno(), outMessage, true);
+        } else {
+            agentService = acdAgentService.allotAgent(agentUser, orgi);
+        }
+        return agentService;
+    }
+
+
+    /**
+     * 删除AgentUser
+     * 包括数据库记录及缓存信息
+     *
+     * @param agentUser
+     * @param orgi
+     * @return
+     */
+    public void deleteAgentUser(final AgentUser agentUser, final String orgi) throws CSKefuException {
+        logger.info("[deleteAgentUser] userId {}, orgi {}", agentUser.getUserid(), orgi);
+
+        if (agentUser == null || agentUser.getId() == null) {
+            throw new CSKefuException("Invalid agentUser info");
+        }
+
+        if (!StringUtils.equals(MainContext.AgentUserStatusEnum.END.toString(), agentUser.getStatus())) {
+            /**
+             * 未结束聊天，先结束对话，然后删除记录
+             */
+            // 删除缓存
+            serviceFinish(agentUser, orgi);
+        }
+
+        // 删除数据库里的AgentUser记录
+        agentUserRes.delete(agentUser);
+    }
+
+
+    /**
+     * 为新增加的访客会话分配坐席和开启访客与坐席的对话
+     *
+     * @param onlineUserId
+     * @param nickname
+     * @param orgi
+     * @param session
+     * @param appid
+     * @param ip
+     * @param osname
+     * @param browser
+     * @param headimg
+     * @param ipdata
+     * @param channel
+     * @param skill
+     * @param agent
+     * @param title
+     * @param url
+     * @param traceid
+     * @param ownerid
+     * @param initiator
+     * @return
+     * @throws Exception
+     */
+    public Message allocateAgentService(
+            final String onlineUserId,
+            final String nickname,
+            final String orgi,
+            final String session,
+            final String appid,
+            final String ip,
+            final String osname,
+            final String browser,
+            final String headimg,
+            final IP ipdata,
+            final String channel,
+            final String skill,
+            final String agent,
+            final String title,
+            final String url,
+            final String traceid,
+            final String ownerid,
+            final boolean isInvite,
+            final String initiator) {
+        logger.info(
+                "[allocateAgentService] user {}, appid {}, agent {}, skill {}, nickname {}, initiator {}, isInvite {}",
+                onlineUserId,
+                appid,
+                agent,
+                skill,
+                nickname, initiator, isInvite);
+
+        // 坐席服务请求，分配 坐席
+        Message result = new Message();
+
+        final ACDComposeContext ctx = new ACDComposeContext();
+        ctx.setOnlineUserId(onlineUserId);
+        ctx.setOnlineUserNickname(nickname);
+        ctx.setOrganid(skill);
+        ctx.setOrgi(orgi);
+        ctx.setChannel(channel);
+        ctx.setAgentno(agent);
+        ctx.setBrowser(browser);
+        ctx.setOsname(osname);
+        ctx.setAppid(appid);
+        ctx.setTitle(title);
+        ctx.setSessionid(session);
+        ctx.setUrl(url);
+        ctx.setOnlineUserHeadimgUrl(headimg);
+        ctx.setTraceid(traceid);
+        ctx.setOwnerid(ownerid);
+        ctx.setInitiator(initiator);
+        ctx.setIpdata(ipdata);
+        ctx.setIp(ip);
+        ctx.setInvite(isInvite);
+
+        try {
+            visitorPipeline.handle(ctx);
+            result = (Message) ctx;
+        } catch (Compose4jRuntimeException e) {
+            logger.error("[allocateAgentService] error", e);
+        }
+
+        return result;
+    }
+
+
+    public ACDPolicyService getAcdPolicyService() {
+        return acdPolicyService;
+    }
+
+    public ACDMessageHelper getAcdMessageHelper() {
+        return acdMessageHelper;
+    }
+
+    public ACDAgentService getAcdAgentService() {
+        return acdAgentService;
+    }
+
+    public ACDChatbotService getAcdChatbotService() {
+        return acdChatbotService;
+    }
+
+    public ACDQueueService getAcdQueueService() {
+        return acdQueueService;
+    }
+
+    public ACDWorkMonitor getAcdWorkMonitor() {
+        return acdWorkMonitor;
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/ACDWorkMonitor.java

@@ -0,0 +1,179 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.basic.MainUtils;
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.model.AgentReport;
+import com.chatopera.cc.model.AgentStatus;
+import com.chatopera.cc.model.WorkMonitor;
+import com.chatopera.cc.persistence.repository.WorkMonitorRepository;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import java.util.Date;
+import java.util.List;
+import java.util.Map;
+
+@Component
+public class ACDWorkMonitor {
+    private final static Logger logger = LoggerFactory.getLogger(ACDWorkMonitor.class);
+
+    @Autowired
+    private WorkMonitorRepository workMonitorRes;
+
+    @Autowired
+    private Cache cache;
+
+    /**
+     * 获得 当前服务状态
+     *
+     * @param orgi
+     * @return
+     */
+    @SuppressWarnings({"unchecked", "rawtypes"})
+    public AgentReport getAgentReport(String orgi) {
+        return getAgentReport(null, orgi);
+    }
+
+    /**
+     * 获得一个技能组的坐席状态
+     *
+     * @param organ
+     * @param orgi
+     * @return
+     */
+    public AgentReport getAgentReport(String organ, String orgi) {
+        /**
+         * 统计当前在线的坐席数量
+         */
+        AgentReport report = new AgentReport();
+
+        Map<String, AgentStatus> readys = cache.getAgentStatusReadyByOrig(orgi);
+        int readyNum = 0;
+        int busyNum = 0;
+
+        for (Map.Entry<String, AgentStatus> entry : readys.entrySet()) {
+            if (organ == null) {
+                readyNum++;
+                if (entry.getValue().isBusy()) {
+                    busyNum++;
+                }
+                continue;
+            }
+
+            if (entry.getValue().getSkills() != null &&
+                    entry.getValue().getSkills().containsKey(organ)) {
+                readyNum++;
+                if (entry.getValue().isBusy()) {
+                    busyNum++;
+                }
+
+            }
+        }
+        report.setAgents(readyNum);
+        report.setBusy(busyNum);
+        report.setOrgi(orgi);
+
+        /**
+         * 统计当前服务中的用户数量
+         */
+        // 服务中
+        report.setUsers(cache.getInservAgentUsersSizeByOrgi(orgi));
+        // 等待中
+        report.setInquene(cache.getInqueAgentUsersSizeByOrgi(orgi));
+
+        // DEBUG
+//        logger.info(
+//                "[getAgentReport] orgi {}, organ {}, agents {}, busy {}, users {}, inqueue {}", orgi, organ,
+//                report.getAgents(), report.getBusy(), report.getUsers(), report.getInquene()
+//                   );
+        return report;
+    }
+
+    /**
+     * @param agent    坐席
+     * @param userid   用户ID
+     * @param status   工作状态，也就是上一个状态
+     * @param current  下一个工作状态
+     * @param worktype 类型 ： 语音OR 文本
+     * @param orgi
+     * @param lasttime
+     */
+    public void recordAgentStatus(
+            String agent,
+            String username,
+            String extno,
+            boolean admin,
+            String userid,
+            String status,
+            String current,
+            String worktype,
+            String orgi,
+            Date lasttime
+                                 ) {
+        WorkMonitor workMonitor = new WorkMonitor();
+        if (StringUtils.isNotBlank(agent) && StringUtils.isNotBlank(status)) {
+            workMonitor.setAgent(agent);
+            workMonitor.setAgentno(agent);
+            workMonitor.setStatus(status);
+            workMonitor.setAdmin(admin);
+            workMonitor.setUsername(username);
+            workMonitor.setExtno(extno);
+            workMonitor.setWorktype(worktype);
+            if (lasttime != null) {
+                workMonitor.setDuration((int) (System.currentTimeMillis() - lasttime.getTime()) / 1000);
+            }
+            if (status.equals(MainContext.AgentStatusEnum.BUSY.toString())) {
+                workMonitor.setBusy(true);
+            }
+            if (status.equals(MainContext.AgentStatusEnum.READY.toString())) {
+                int count = workMonitorRes.countByAgentAndDatestrAndStatusAndOrgi(
+                        agent, MainUtils.simpleDateFormat.format(new Date()),
+                        MainContext.AgentStatusEnum.READY.toString(), orgi
+                                                                                 );
+                if (count == 0) {
+                    workMonitor.setFirsttime(true);
+                }
+            }
+            if (current.equals(MainContext.AgentStatusEnum.NOTREADY.toString())) {
+                List<WorkMonitor> workMonitorList = workMonitorRes.findByOrgiAndAgentAndDatestrAndFirsttime(
+                        orgi, agent, MainUtils.simpleDateFormat.format(new Date()), true);
+                if (workMonitorList.size() > 0) {
+                    WorkMonitor firstWorkMonitor = workMonitorList.get(0);
+                    if (firstWorkMonitor.getFirsttimes() == 0) {
+                        firstWorkMonitor.setFirsttimes(
+                                (int) (System.currentTimeMillis() - firstWorkMonitor.getCreatetime().getTime()));
+                        workMonitorRes.save(firstWorkMonitor);
+                    }
+                }
+            }
+            workMonitor.setCreatetime(new Date());
+            workMonitor.setDatestr(MainUtils.simpleDateFormat.format(new Date()));
+
+            workMonitor.setName(agent);
+            workMonitor.setOrgi(orgi);
+            workMonitor.setUserid(userid);
+
+            workMonitorRes.save(workMonitor);
+        }
+    }
+
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/agent/ACDAgentMw1.java

@@ -0,0 +1,37 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd.agent;
+
+import com.chatopera.cc.acd.ACDComposeContext;
+import com.chatopera.compose4j.Functional;
+import com.chatopera.compose4j.Middleware;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.stereotype.Component;
+
+/**
+ * 为坐席分配访客
+ */
+@Component
+public class ACDAgentMw1 implements Middleware<ACDComposeContext> {
+    private final static Logger logger = LoggerFactory.getLogger(ACDAgentMw1.class);
+
+    @Override
+    public void apply(final ACDComposeContext ctx, final Functional next) {
+
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisAllocatorMw.java

@@ -0,0 +1,351 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd.visitor;
+
+import com.chatopera.cc.acd.ACDComposeContext;
+import com.chatopera.cc.acd.ACDQueueService;
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.basic.MainUtils;
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.model.*;
+import com.chatopera.cc.persistence.repository.AgentServiceRepository;
+import com.chatopera.cc.persistence.repository.AgentUserRepository;
+import com.chatopera.cc.persistence.repository.OnlineUserRepository;
+import com.chatopera.cc.persistence.repository.UserRepository;
+import com.chatopera.cc.proxy.AgentUserProxy;
+import com.chatopera.cc.util.WebIMReport;
+import com.chatopera.compose4j.Functional;
+import com.chatopera.compose4j.Middleware;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+import java.util.ArrayList;
+import java.util.Date;
+import java.util.List;
+import java.util.Map;
+
+@Component
+public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
+    private final static Logger logger = LoggerFactory.getLogger(ACDVisAllocatorMw.class);
+
+    @Autowired
+    private Cache cache;
+
+    @Autowired
+    private ACDQueueService acdQueueService;
+
+    @Autowired
+    private AgentServiceRepository agentServiceRes;
+
+    @Autowired
+    private OnlineUserRepository onlineUserRes;
+
+    @Autowired
+    private UserRepository userRes;
+
+    @Autowired
+    private AgentUserRepository agentUserRes;
+
+    @Autowired
+    private AgentUserProxy agentUserProxy;
+
+    @Override
+    public void apply(final ACDComposeContext ctx, final Functional next) {
+
+        /**
+         * 查询条件，当前在线的 坐席，并且 未达到最大 服务人数的坐席
+         */
+        List<AgentStatus> agentStatuses = filterOutAvailableAgentStatus(
+                ctx.getAgentUser(), ctx.getOrgi());
+        /**
+         * 处理ACD 的 技能组请求和 坐席请求
+         */
+        AgentStatus agentStatus = null;
+        AgentService agentService = null;    //放入缓存的对象
+
+        if (agentStatuses.size() > 0) {
+            agentStatus = agentStatuses.get(0);
+            if (agentStatus.getUsers() >= ctx.getSessionConfig().getMaxuser()) {
+                agentStatus = null;
+                /**
+                 * 判断当前有多少人排队中 ， 分三种情况：1、请求技能组的，2、请求坐席的，3，默认请求的
+                 *
+                 */
+            }
+        }
+
+        try {
+            agentService = processAgentService(
+                    agentStatus, ctx.getAgentUser(), ctx.getOrgi(), false, ctx.getSessionConfig());
+            // 处理结果：进入排队队列
+            if (StringUtils.equals(MainContext.AgentUserStatusEnum.INQUENE.toString(), agentService.getStatus())) {
+                agentService.setQueneindex(
+                        acdQueueService.getQueueIndex(
+                                ctx.getAgentUser().getAgentno(), ctx.getOrgi(), ctx.getAgentUser().getSkill()));
+            }
+        } catch (Exception ex) {
+            logger.warn("[allotAgent] exception: ", ex);
+        }
+
+        agentUserProxy.broadcastAgentsStatus(
+                ctx.getOrgi(), "user", agentService != null && agentService.getStatus().equals(
+                        MainContext.AgentUserStatusEnum.INSERVICE.toString()) ? "inservice" : "inquene",
+                ctx.getAgentUser().getId());
+        ctx.setAgentService(agentService);
+
+    }
+
+    /**
+     * 过滤在线客服
+     * 优先级: 1. 指定坐席;2. 指定技能组; 3. 租户所有的坐席
+     *
+     * @param agentUser
+     * @param orgi
+     * @return
+     */
+    public List<AgentStatus> filterOutAvailableAgentStatus(
+            final AgentUser agentUser,
+            final String orgi
+                                                          ) {
+        logger.info(
+                "[filterOutAvailableAgentStatus] agentUser {}, orgi {}, skill {}, onlineUser {}",
+                agentUser.getAgentno(), orgi, agentUser.getSkill(), agentUser.getUserid()
+                   );
+        List<AgentStatus> agentStatuses = new ArrayList<>();
+        Map<String, AgentStatus> map = cache.findAllReadyAgentStatusByOrgi(orgi);
+
+        if (agentUser != null && StringUtils.isNotBlank(agentUser.getAgentno())) {
+            // 指定坐席
+            for (Map.Entry<String, AgentStatus> entry : map.entrySet()) {
+                if ((!entry.getValue().isBusy()) && (StringUtils.equals(
+                        entry.getValue().getAgentno(), agentUser.getAgentno()))) {
+                    agentStatuses.add(entry.getValue());
+                }
+            }
+        }
+
+        /**
+         * 指定坐席未查询到就绪的
+         */
+        if (agentStatuses.size() == 0) {
+            if (StringUtils.isNotBlank(agentUser.getSkill())) {
+                // 指定技能组
+                for (Map.Entry<String, AgentStatus> entry : map.entrySet()) {
+                    if ((!entry.getValue().isBusy()) &&
+                            (entry.getValue().getSkills() != null &&
+                                    entry.getValue().getSkills().containsKey(agentUser.getSkill()))) {
+                        agentStatuses.add(entry.getValue());
+                    }
+                }
+            }
+        }
+
+        /**
+         * 在指定的坐席和技能组中未查到坐席
+         * 接下来进行无差别查询
+         */
+        if (agentStatuses.size() == 0) {
+            // 对于该租户的所有客服
+            for (Map.Entry<String, AgentStatus> entry : map.entrySet()) {
+                if (!entry.getValue().isBusy()) {
+                    agentStatuses.add(entry.getValue());
+                }
+            }
+        }
+
+        logger.info("[filterOutAvailableAgentStatus] agent status list size: {}", agentStatuses.size());
+        return agentStatuses;
+    }
+
+
+    /**
+     * 为agentUser生成对应的AgentService
+     * 使用场景：
+     * 1. 在AgentUser服务结束并且还没有对应的AgentService
+     * 2. 在新服务开始，安排坐席
+     *
+     * @param agentStatus   坐席状态
+     * @param agentUser     坐席访客会话
+     * @param orgi          租户ID
+     * @param finished      结束服务
+     * @param sessionConfig 坐席配置
+     * @return
+     */
+    public AgentService processAgentService(
+            AgentStatus agentStatus,
+            final AgentUser agentUser,
+            final String orgi,
+            final boolean finished,
+            final SessionConfig sessionConfig) {
+        AgentService agentService = new AgentService();
+        if (StringUtils.isNotBlank(agentUser.getAgentserviceid())) {
+            agentService.setId(agentUser.getAgentserviceid());
+        }
+        agentService.setOrgi(orgi);
+
+        final Date now = new Date();
+        // 批量复制属性
+        MainUtils.copyProperties(agentUser, agentService);
+        agentService.setChannel(agentUser.getChannel());
+        agentService.setSessionid(agentUser.getSessionid());
+
+        // 此处为何设置loginDate为现在
+        agentUser.setLogindate(now);
+        OnlineUser onlineUser = onlineUserRes.findOneByUseridAndOrgi(agentUser.getUserid(), orgi);
+
+        if (finished == true) {
+            // 服务结束
+            agentUser.setStatus(MainContext.AgentUserStatusEnum.END.toString());
+            agentService.setStatus(MainContext.AgentUserStatusEnum.END.toString());
+            agentService.setSessiontype(MainContext.AgentUserStatusEnum.END.toString());
+            if (agentStatus == null) {
+                // 没有满足条件的坐席，留言
+                agentService.setLeavemsg(true);
+                agentService.setLeavemsgstatus(MainContext.LeaveMsgStatus.NOTPROCESS.toString()); //未处理的留言
+            }
+
+            if (onlineUser != null) {
+                //  更新OnlineUser对象，变更为默认状态，可以接受邀请
+                onlineUser.setInvitestatus(MainContext.OnlineUserInviteStatus.DEFAULT.toString());
+            }
+        } else if (agentStatus != null) {
+            agentService.setAgent(agentStatus.getAgentno());
+            agentService.setSkill(agentUser.getSkill());
+
+            if (sessionConfig.isLastagent()) {
+                // 启用了历史坐席优先 ， 查找 历史服务坐席
+                List<com.chatopera.cc.util.WebIMReport> webIMaggList = MainUtils.getWebIMDataAgg(
+                        onlineUserRes.findByOrgiForDistinctAgent(orgi, agentUser.getUserid()));
+                if (webIMaggList.size() > 0) {
+                    for (WebIMReport report : webIMaggList) {
+                        if (report.getData().equals(agentStatus.getAgentno())) {
+                            break;
+                        } else {
+                            AgentStatus hisAgentStatus = cache.findOneAgentStatusByAgentnoAndOrig(
+                                    report.getData(), orgi);
+                            if (hisAgentStatus != null && hisAgentStatus.getUsers() < hisAgentStatus.getMaxusers()) {
+                                // 变更为 历史服务坐席
+                                agentStatus = hisAgentStatus;
+                                break;
+                            }
+                        }
+
+                    }
+                }
+            }
+
+            agentUser.setStatus(MainContext.AgentUserStatusEnum.INSERVICE.toString());
+            agentService.setStatus(MainContext.AgentUserStatusEnum.INSERVICE.toString());
+            agentService.setSessiontype(MainContext.AgentUserStatusEnum.INSERVICE.toString());
+
+            // 设置坐席名字
+            agentService.setAgentno(agentStatus.getUserid());
+            agentService.setAgentusername(agentStatus.getUsername());
+        } else {
+            // 不是服务结束，但是没有满足条件的坐席
+            // 加入到排队中
+            agentUser.setStatus(MainContext.AgentUserStatusEnum.INQUENE.toString());
+            agentService.setStatus(MainContext.AgentUserStatusEnum.INQUENE.toString());
+            agentService.setSessiontype(MainContext.AgentUserStatusEnum.INQUENE.toString());
+        }
+
+        if (finished || agentStatus != null) {
+            agentService.setAgentuserid(agentUser.getId());
+            agentService.setInitiator(MainContext.ChatInitiatorType.USER.toString());
+
+            long waittingtime = 0;
+            if (agentUser.getWaittingtimestart() != null) {
+                waittingtime = System.currentTimeMillis() - agentUser.getWaittingtimestart().getTime();
+            } else {
+                if (agentUser.getCreatetime() != null) {
+                    waittingtime = System.currentTimeMillis() - agentUser.getCreatetime().getTime();
+                }
+            }
+
+            agentUser.setWaittingtime((int) waittingtime);
+            agentUser.setServicetime(now);
+            agentService.setOwner(agentUser.getOwner());
+            agentService.setTimes(0);
+
+            final User agent = userRes.findOne(agentService.getAgentno());
+            agentUser.setAgentname(agent.getUname());
+            agentUser.setAgentno(agentService.getAgentno());
+
+            if (StringUtils.isNotBlank(agentUser.getName())) {
+                agentService.setName(agentUser.getName());
+            }
+            if (StringUtils.isNotBlank(agentUser.getPhone())) {
+                agentService.setPhone(agentUser.getPhone());
+            }
+            if (StringUtils.isNotBlank(agentUser.getEmail())) {
+                agentService.setEmail(agentUser.getEmail());
+            }
+            if (StringUtils.isNotBlank(agentUser.getResion())) {
+                agentService.setResion(agentUser.getResion());
+            }
+
+            if (StringUtils.isNotBlank(agentUser.getSkill())) {
+                agentService.setAgentskill(agentUser.getSkill());
+            }
+
+            agentService.setServicetime(now);
+
+            if (agentUser.getCreatetime() != null) {
+                agentService.setWaittingtime((int) (System.currentTimeMillis() - agentUser.getCreatetime().getTime()));
+                agentUser.setWaittingtime(agentService.getWaittingtime());
+            }
+            if (onlineUser != null) {
+                agentService.setOsname(onlineUser.getOpersystem());
+                agentService.setBrowser(onlineUser.getBrowser());
+                // 记录onlineUser的id
+                agentService.setDataid(onlineUser.getId());
+            }
+
+            agentService.setLogindate(agentUser.getCreatetime());
+            agentServiceRes.save(agentService);
+
+            agentUser.setAgentserviceid(agentService.getId());
+            agentUser.setLastgetmessage(now);
+            agentUser.setLastmessage(now);
+        }
+
+        agentService.setDataid(agentUser.getId());
+
+        /**
+         * 分配成功以后， 将用户和坐席的对应关系放入到缓存
+         * 将 AgentUser 放入到当前坐席的服务队列
+         */
+        agentUserRes.save(agentUser);
+
+        /**
+         * 更新OnlineUser对象，变更为服务中，不可邀请
+         */
+        if (onlineUser != null && !finished) {
+            onlineUser.setInvitestatus(MainContext.OnlineUserInviteStatus.INSERV.toString());
+            onlineUserRes.save(onlineUser);
+        }
+
+        // 更新坐席服务人数，坐席更新时间到缓存
+        if (agentStatus != null) {
+            agentUserProxy.updateAgentStatus(agentStatus, orgi);
+        }
+        return agentService;
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisBindingMw.java

@@ -0,0 +1,92 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd.visitor;
+
+import com.chatopera.cc.acd.ACDComposeContext;
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.model.Organ;
+import com.chatopera.cc.model.User;
+import com.chatopera.cc.persistence.repository.OrganRepository;
+import com.chatopera.cc.persistence.repository.UserRepository;
+import com.chatopera.compose4j.Functional;
+import com.chatopera.compose4j.Middleware;
+import org.apache.commons.lang3.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+@Component
+public class ACDVisBindingMw implements Middleware<ACDComposeContext> {
+
+    private final static Logger logger = LoggerFactory.getLogger(ACDVisBindingMw.class);
+
+    @Autowired
+    private UserRepository userRes;
+
+    @Autowired
+    private OrganRepository organRes;
+
+    @Autowired
+    private Cache cache;
+
+    /**
+     * 绑定技能组或坐席
+     *
+     * @param ctx
+     * @param next
+     */
+    @Override
+    public void apply(final ACDComposeContext ctx, final Functional next) {
+        /**
+         * 访客新上线的请求
+         */
+        /**
+         * 技能组 和 坐席
+         */
+        if (StringUtils.isNotBlank(ctx.getOrganid())) {
+            logger.info("[apply] bind skill {}", ctx.getOrganid());
+            // 绑定技能组
+            Organ organ = organRes.findOne(ctx.getOrganid());
+            if (organ != null) {
+                ctx.getAgentUser().setSkill(organ.getId());
+                ctx.setOrgan(organ);
+            }
+        } else {
+            // 如果没有绑定技能组，则清除之前的标记
+            ctx.getAgentUser().setSkill(null);
+        }
+
+        if (StringUtils.isNotBlank(ctx.getAgentno())) {
+            logger.info("[apply] bind agentno {}", ctx.getAgentno());
+            // 绑定坐席
+            // 绑定坐席有可能是因为前端展示了技能组和坐席
+            // 也有可能是坐席发送了邀请，该访客接收邀请
+            ctx.getAgentUser().setAgentno(ctx.getAgentno());
+            User agent = userRes.findOne(ctx.getAgentno());
+            ctx.setAgent(agent);
+            ctx.getAgentUser().setAgentname(agent.getUname());
+        } else {
+            // 如果没有绑定坐席，则清除之前的标记
+            ctx.getAgentUser().setAgentno(null);
+            ctx.getAgentUser().setAgentname(null);
+            ctx.setAgent(null);
+        }
+
+        next.apply();
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisBodyParserMw.java

@@ -0,0 +1,149 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd.visitor;
+
+import com.chatopera.cc.acd.ACDComposeContext;
+import com.chatopera.cc.cache.Cache;
+import com.chatopera.cc.model.AgentUser;
+import com.chatopera.cc.model.AgentUserContacts;
+import com.chatopera.cc.model.Contacts;
+import com.chatopera.cc.persistence.es.ContactsRepository;
+import com.chatopera.cc.persistence.repository.AgentUserContactsRepository;
+import com.chatopera.compose4j.Functional;
+import com.chatopera.compose4j.Middleware;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+/**
+ * Resolve AgentUser
+ */
+@Component
+public class ACDVisBodyParserMw implements Middleware<ACDComposeContext> {
+    private final static Logger logger = LoggerFactory.getLogger(ACDVisBodyParserMw.class);
+
+    @Autowired
+    private AgentUserContactsRepository agentUserContactsRes;
+
+    @Autowired
+    private ContactsRepository contactsRes;
+
+    @Autowired
+    private Cache cache;
+
+    /**
+     * 设置AgentUser基本信息
+     *
+     * @param ctx
+     * @param next
+     */
+    @Override
+    public void apply(final ACDComposeContext ctx, final Functional next) {
+
+        /**
+         * NOTE AgentUser代表一次会话记录，在上一个会话结束，并且由坐席人员点击"清除"后，会从数据库中删除
+         * 此处查询到的，可能是之前的会话。其状态需要验证，所以不一定是由TA来服务本次会话。
+         */
+        AgentUser agentUser = cache.findOneAgentUserByUserIdAndOrgi(ctx.getOnlineUserId(), ctx.getOrgi()).orElseGet(
+                () -> {
+                    /**
+                     * NOTE 新创建的AgentUser不需要设置Status和Agentno
+                     * 因为两个值在后面会检查，如果存在则不会申请新的Agent
+                     */
+                    AgentUser p = new AgentUser(
+                            ctx.getOnlineUserId(),
+                            ctx.getChannel(),
+                            ctx.getOnlineUserId(),
+                            ctx.getOnlineUserNickname(),
+                            ctx.getOrgi(),
+                            ctx.getAppid());
+                    logger.info("[apply] create new agent user id {}", p.getId());
+                    return p;
+                });
+
+
+        logger.info("[apply] resolve agent user id {}", agentUser.getId());
+
+        agentUser.setOrgi(ctx.getOrgi());
+        agentUser.setUsername(resolveAgentUsername(agentUser, ctx.getOnlineUserNickname()));
+        agentUser.setOsname(ctx.getOsname());
+        agentUser.setBrowser(ctx.getBrowser());
+        agentUser.setAppid(ctx.getAppid());
+        agentUser.setSessionid(ctx.getSessionid());
+
+        if (ctx.getIpdata() != null) {
+            logger.info("[apply] set IP data for agentUser {}", agentUser.getId());
+            agentUser.setCountry(ctx.getIpdata().getCountry());
+            agentUser.setProvince(ctx.getIpdata().getProvince());
+            agentUser.setCity(ctx.getIpdata().getCity());
+            if (StringUtils.isNotBlank(ctx.getIp())) {
+                agentUser.setRegion(ctx.getIpdata().toString() + "[" + ctx.getIp() + "]");
+            } else {
+                agentUser.setRegion(ctx.getIpdata().toString());
+            }
+        }
+
+        agentUser.setOwner(ctx.getOwnerid());        // 智能IVR的 EventID
+        agentUser.setHeadimgurl(ctx.getOnlineUserHeadimgUrl());
+        agentUser.setTitle(ctx.getTitle());
+        agentUser.setUrl(ctx.getUrl());
+        agentUser.setTraceid(ctx.getTraceid());
+
+        ctx.setAgentUser(agentUser);
+        next.apply();
+
+        logger.info(
+                "[apply] message text: {}, noagent {}", ctx.getMessage(), ctx.isNoagent());
+
+    }
+
+
+    /**
+     * 确定该访客的名字，优先级
+     * 1. 如果AgentUser username 与 nickName 不一致，则用 agentUser username
+     * 2. 如果AgentUser username 与 nickName 一致，则查找 AgentUserContact对应的联系人
+     * 2.1 如果联系人存在，则用联系人的名字
+     * 2.2 如果联系人不存在，则使用 nickName
+     * <p>
+     * TODO 此处有一些问题：如果联系人更新了名字，那么么后面TA的会话用的还是旧的名字，
+     * 所以，在更新联系人名字的时候，也应更新其对应的AgentUser里面的名字
+     *
+     * @param agentUser
+     * @param nickname
+     * @return
+     */
+    private String resolveAgentUsername(final AgentUser agentUser, final String nickname) {
+        if (!StringUtils.equals(agentUser.getUsername(), nickname)) {
+            return agentUser.getUsername();
+        }
+
+        // 查找会话联系人关联表
+        AgentUserContacts agentUserContact = agentUserContactsRes.findOneByUseridAndOrgi(
+                agentUser.getUserid(), agentUser.getOrgi()).orElse(null);
+        if (agentUserContact != null) {
+            Contacts contact = contactsRes.findOneById(agentUserContact.getContactsid()).orElseGet(null);
+            if (contact != null) {
+                return contact.getName();
+            }
+        }
+
+        return nickname;
+    }
+
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisServiceMw.java

@@ -0,0 +1,162 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd.visitor;
+
+import com.chatopera.cc.acd.ACDComposeContext;
+import com.chatopera.cc.acd.ACDMessageHelper;
+import com.chatopera.cc.acd.ACDQueueService;
+import com.chatopera.cc.basic.MainContext;
+import com.chatopera.cc.proxy.AgentUserProxy;
+import com.chatopera.compose4j.Functional;
+import com.chatopera.compose4j.Middleware;
+import org.apache.commons.lang.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+/**
+ * 寻找或为绑定服务访客的坐席，建立双方通话
+ */
+@Component
+public class ACDVisServiceMw implements Middleware<ACDComposeContext> {
+    private final static Logger logger = LoggerFactory.getLogger(ACDVisServiceMw.class);
+
+    @Autowired
+    private ACDQueueService acdQueueService;
+
+    @Autowired
+    private ACDMessageHelper acdMessageHelper;
+
+    @Autowired
+    private AgentUserProxy agentUserProxy;
+
+    @Override
+    public void apply(final ACDComposeContext ctx, final Functional next) {
+        ctx.setMessageType(MainContext.MessageType.STATUS.toString());
+        /**
+         * 首先交由 IMR处理 MESSAGE指令 ， 如果当前用户是在 坐席对话列表中， 则直接推送给坐席，如果不在，则执行 IMR
+         */
+        if (StringUtils.isNotBlank(ctx.getAgentUser().getStatus())) {
+            // 该AgentUser已经在数据库中
+            switch (MainContext.AgentUserStatusEnum.toValue(ctx.getAgentUser().getStatus())) {
+                case INQUENE:
+                    logger.info("[apply] agent user is in queue");
+                    int queueIndex = acdQueueService.getQueueIndex(
+                            ctx.getAgentUser().getAgentno(), ctx.getOrgi(),
+                            ctx.getOrganid());
+                    ctx.setMessage(
+                            acdMessageHelper.getQueneMessage(
+                                    queueIndex,
+                                    ctx.getChannel(),
+                                    ctx.getOrgi()));
+                    break;
+                case INSERVICE:
+                    // 该访客与坐席正在服务中，忽略新的连接
+                    logger.info(
+                            "[apply] agent user {} is in service, userid {}, agentno {}", ctx.getAgentUser().getId(),
+                            ctx.getAgentUser().getUserid(), ctx.getAgentUser().getAgentno());
+                    break;
+                case END:
+                    logger.info("[apply] agent user is null or END");
+                    // 过滤坐席，获得 Agent Service
+                    next.apply();
+                    if (ctx.getAgentService() != null) {
+                        // 没有得到agent service
+                        postResolveAgentService(ctx);
+                    }
+            }
+        } else {
+            // 该AgentUser为新建
+            // 过滤坐席，获得 Agent Service
+            next.apply();
+            if (ctx.getAgentService() != null) {
+                // 没有得到agent service
+                postResolveAgentService(ctx);
+            }
+        }
+    }
+
+    /**
+     * 根据AgentService，按照逻辑继续执行
+     *
+     * @param ctx
+     */
+    private void postResolveAgentService(final ACDComposeContext ctx) {
+        /**
+         * 找到空闲坐席，如果未找到坐席，则将该用户放入到 排队队列
+         */
+        switch (MainContext.AgentUserStatusEnum.toValue(ctx.getAgentService().getStatus())) {
+            case INSERVICE:
+                ctx.setMessage(
+                        acdMessageHelper.getSuccessMessage(
+                                ctx.getAgentService(),
+                                ctx.getChannel(),
+                                ctx.getOrgi()));
+
+                // TODO 判断 INSERVICE 时，agentService 对应的  agentUser
+                logger.info(
+                        "[apply] agent service: agentno {}, \n agentuser id {} \n user {} \n channel {} \n status {} \n queue index {}",
+                        ctx.getAgentService().getAgentno(), ctx.getAgentService().getAgentuserid(),
+                        ctx.getAgentService().getUserid(),
+                        ctx.getAgentService().getChannel(),
+                        ctx.getAgentService().getStatus(),
+                        ctx.getAgentService().getQueneindex());
+
+                if (StringUtils.isNotBlank(ctx.getAgentService().getAgentuserid())) {
+                    agentUserProxy.findOne(ctx.getAgentService().getAgentuserid()).ifPresent(p -> {
+                        ctx.setAgentUser(p);
+                    });
+                }
+
+                // TODO 如果是 INSERVICE 那么  agentService.getAgentuserid 就一定不能为空？
+//                            // TODO 此处需要考虑 agentService.getAgentuserid 为空的情况
+//                            // 那么什么情况下，agentService.getAgentuserid为空？
+//                            if (StringUtils.isNotBlank(agentService.getAgentuserid())) {
+//                                logger.info("[handle] set Agent User with agentUser Id {}", agentService.getAgentuserid());
+//                                getAgentUserProxy().findOne(agentService.getAgentuserid()).ifPresent(p -> {
+//                                    outMessage.setChannelMessage(p);
+//                                });
+//                            } else {
+//                                logger.info("[handle] agent user id is null.");
+//                            }
+                break;
+            case INQUENE:
+                if (ctx.getAgentService().getQueneindex() > 0) {
+                    // 当前有坐席，要排队
+                    ctx.setMessage(acdMessageHelper.getQueneMessage(
+                            ctx.getAgentService().getQueneindex(),
+                            ctx.getAgentUser().getChannel(),
+                            ctx.getOrgi()));
+                } else {
+                    // TODO 什么是否返回 noAgentMessage, 是否在是 INQUENE 时 getQueneindex == 0
+                    // 当前没有坐席，要留言
+                    ctx.setMessage(acdMessageHelper.getNoAgentMessage(
+                            ctx.getAgentService().getQueneindex(),
+                            ctx.getChannel(),
+                            ctx.getOrgi()));
+                }
+                break;
+            case END:
+                logger.info("[handler] should not happen for new onlineUser service request.");
+            default:
+        }
+        ctx.setChannelMessage(ctx.getAgentUser());
+    }
+
+
+}

contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisSessionCfgMw.java

@@ -0,0 +1,78 @@
+/*
+ * Copyright (C) 2019 Chatopera Inc, <https://www.chatopera.com>
+ *
+ * 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
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * 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.
+ */
+
+package com.chatopera.cc.acd.visitor;
+
+import com.chatopera.cc.acd.ACDComposeContext;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDWorkMonitor;
+import com.chatopera.cc.basic.MainUtils;
+import com.chatopera.cc.model.AgentReport;
+import com.chatopera.cc.model.SessionConfig;
+import com.chatopera.compose4j.Functional;
+import com.chatopera.compose4j.Middleware;
+import org.apache.commons.lang3.StringUtils;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+import org.springframework.beans.factory.annotation.Autowired;
+import org.springframework.stereotype.Component;
+
+/**
+ *
+ */
+@Component
+public class ACDVisSessionCfgMw implements Middleware<ACDComposeContext> {
+    private final static Logger logger = LoggerFactory.getLogger(ACDVisSessionCfgMw.class);
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
+
+    @Override
+    public void apply(final ACDComposeContext ctx, final Functional next) {
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(
+                ctx.getOrgi());
+
+        ctx.setSessionConfig(sessionConfig);
+
+        // 查询就绪的坐席，如果指定技能组则按照技能组查询
+        AgentReport report;
+        if (StringUtils.isNotBlank(ctx.getOrganid())) {
+            report = acdWorkMonitor.getAgentReport(ctx.getOrganid(), ctx.getOrgi());
+        } else {
+            report = acdWorkMonitor.getAgentReport(ctx.getOrgi());
+        }
+
+        ctx.setAgentReport(report);
+
+        // 不在工作时间段
+        if (sessionConfig.isHourcheck() && !MainUtils.isInWorkingHours(sessionConfig.getWorkinghours())) {
+            logger.info("[apply] not in working hours");
+            ctx.setMessage(sessionConfig.getNotinwhmsg());
+        } else if (report.getAgents() == 0) {
+            // 没有就绪的坐席
+            logger.info("[apply] find no agents, redirect to leave a message.");
+            ctx.setNoagent(true);
+        } else {
+            logger.info("[apply] find agents size {}, allocate agent in next.", report.getAgents());
+            // 具备工作中的就绪坐席，进入筛选坐席
+            next.apply();
+        }
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/activemq/SocketioConnEventSubscription.java

@@ -10,12 +10,13 @@
  */
 package com.chatopera.cc.activemq;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDWorkMonitor;
+import com.chatopera.cc.acd.ACDServiceRouter;
+import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.model.AgentStatus;
 import com.chatopera.cc.persistence.repository.AgentStatusRepository;
-import com.chatopera.cc.basic.Constants;
 import com.google.gson.JsonObject;
 import com.google.gson.JsonParser;
 import org.slf4j.Logger;
@@ -36,6 +37,12 @@ public class SocketioConnEventSubscription {
 
     private final static Logger logger = LoggerFactory.getLogger(SocketioConnEventSubscription.class);
 
+    @Autowired
+    private ACDServiceRouter acdServiceRouter;
+
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
     @Autowired
     private AgentStatusRepository agentStatusRes;
 
@@ -58,14 +65,15 @@ public class SocketioConnEventSubscription {
             JsonParser parser = new JsonParser();
             JsonObject j = parser.parse(payload).getAsJsonObject();
             if (j.has("userId") && j.has("orgi") && j.has("isAdmin")) {
-                final AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(j.get("userId").getAsString(),
+                final AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(
+                        j.get("userId").getAsString(),
                         j.get("orgi").getAsString());
                 if (agentStatus != null && (!agentStatus.isConnected())) {
                     /**
                      * 处理该坐席为离线
                      */
                     // 重分配坐席
-                    if (AutomaticServiceDist.withdrawAgent(agentStatus.getOrgi(), agentStatus.getAgentno())) {
+                    if (acdServiceRouter.withdrawAgent(agentStatus.getOrgi(), agentStatus.getAgentno())) {
                         logger.info("[onMessage] re-allotAgent for user's visitors successfully.");
                     } else {
                         logger.info("[onMessage] re-allotAgent, error happens.");
@@ -81,15 +89,15 @@ public class SocketioConnEventSubscription {
                     agentStatusRes.save(agentStatus);
 
                     // 记录坐席工作日志
-                    AutomaticServiceDist.recordAgentStatus(agentStatus.getAgentno(),
-                            agentStatus.getUsername(),
-                            agentStatus.getAgentno(),
-                            j.get("isAdmin").getAsBoolean(),
-                            agentStatus.getAgentno(),
-                            agentStatus.getStatus(),
-                            MainContext.AgentStatusEnum.OFFLINE.toString(),
-                            MainContext.AgentWorkType.MEIDIACHAT.toString(),
-                            agentStatus.getOrgi(), null);
+                    acdWorkMonitor.recordAgentStatus(agentStatus.getAgentno(),
+                                                     agentStatus.getUsername(),
+                                                     agentStatus.getAgentno(),
+                                                     j.get("isAdmin").getAsBoolean(),
+                                                     agentStatus.getAgentno(),
+                                                     agentStatus.getStatus(),
+                                                     MainContext.AgentStatusEnum.OFFLINE.toString(),
+                                                     MainContext.AgentWorkType.MEIDIACHAT.toString(),
+                                                     agentStatus.getOrgi(), null);
                 } else if (agentStatus == null) {
                     // 该坐席已经完成离线设置
                     logger.info("[onMessage] agent is already offline, skip any further operations");

contact-center/app/src/main/java/com/chatopera/cc/aspect/OnlineUserAspect.java

@@ -43,9 +43,9 @@ public class OnlineUserAspect {
     @Before("execution(* com.chatopera.cc.persistence.repository.OnlineUserRepository.save(..))")
     public void save(final JoinPoint joinPoint) {
         final OnlineUser onlineUser = (OnlineUser) joinPoint.getArgs()[0];
-        logger.info(
-                "[save] put onlineUser id {}, status {}, invite status {}", onlineUser.getId(), onlineUser.getStatus(),
-                onlineUser.getInvitestatus());
+//        logger.info(
+//                "[save] put onlineUser id {}, status {}, invite status {}", onlineUser.getId(), onlineUser.getStatus(),
+//                onlineUser.getInvitestatus());
         if (StringUtils.isNotBlank(onlineUser.getStatus())) {
             switch (MainContext.OnlineUserStatusEnum.toValue(onlineUser.getStatus())) {
                 case OFFLINE:

contact-center/app/src/main/java/com/chatopera/cc/basic/MainContext.java

@@ -17,6 +17,7 @@
 
 package com.chatopera.cc.basic;
 
+import com.chatopera.cc.acd.ACDServiceRouter;
 import com.chatopera.cc.basic.resource.ActivityResource;
 import com.chatopera.cc.basic.resource.BatchResource;
 import com.chatopera.cc.cache.Cache;
@@ -59,6 +60,8 @@ public class MainContext {
 
     private static PeerSyncIM peerSyncIM;
 
+    private static ACDServiceRouter acdServiceRouter;
+
     static {
         ConvertUtils.register(new DateConverter(), java.util.Date.class);
         enableModule("report");
@@ -594,8 +597,6 @@ public class MainContext {
     }
 
 
-
-
     /**
      * 会话监控消息类型
      */
@@ -1088,4 +1089,13 @@ public class MainContext {
         return modules;
     }
 
+    public static ACDServiceRouter getACDServiceRouter() {
+        if (acdServiceRouter == null) {
+            acdServiceRouter = getContext().getBean(ACDServiceRouter.class);
+        }
+        return acdServiceRouter;
+    }
+
+
+
 }

contact-center/app/src/main/java/com/chatopera/cc/basic/MainUtils.java

@@ -1396,4 +1396,34 @@ public class MainUtils {
         }
         return strb.toString();
     }
+
+    public static void putMapEntry(
+            Map<String, String[]> map, String name,
+            String value) {
+        String[] newValues = null;
+        String[] oldValues = (String[]) (String[]) map.get(name);
+        if (oldValues == null) {
+            newValues = new String[1];
+            newValues[0] = value;
+        } else {
+            newValues = new String[oldValues.length + 1];
+            System.arraycopy(oldValues, 0, newValues, 0, oldValues.length);
+            newValues[oldValues.length] = value;
+        }
+        map.put(name, newValues);
+    }
+
+    public static byte convertHexDigit(byte b) {
+        if ((b >= 48) && (b <= 57)) {
+            return (byte) (b - 48);
+        }
+        if ((b >= 97) && (b <= 102)) {
+            return (byte) (b - 97 + 10);
+        }
+        if ((b >= 65) && (b <= 70)) {
+            return (byte) (b - 65 + 10);
+        }
+        return 0;
+    }
+
 }

contact-center/app/src/main/java/com/chatopera/cc/controller/ApplicationController.java

@@ -16,7 +16,9 @@
  */
 package com.chatopera.cc.controller;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDAgentService;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDWorkMonitor;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.model.User;
@@ -36,6 +38,9 @@ import java.util.TimeZone;
 public class ApplicationController extends Handler {
     private final static Logger logger = LoggerFactory.getLogger(ApplicationController.class);
 
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
     @Value("${git.build.version}")
     private String appVersionNumber;
 
@@ -58,7 +63,7 @@ public class ApplicationController extends Handler {
         User logined = super.getUser(request);
         TimeZone timezone = TimeZone.getDefault();
 
-        view.addObject("agentStatusReport", AutomaticServiceDist.getAgentReport(logined.getOrgi()));
+        view.addObject("agentStatusReport", acdWorkMonitor.getAgentReport(logined.getOrgi()));
         view.addObject("tenant", super.getTenant(request));
         view.addObject("istenantshare", super.isEnabletneant());
         view.addObject("timeDifference", timezone.getRawOffset());

contact-center/app/src/main/java/com/chatopera/cc/controller/LoginController.java

@@ -16,13 +16,16 @@
  */
 package com.chatopera.cc.controller;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDWorkMonitor;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.basic.auth.AuthToken;
 import com.chatopera.cc.cache.Cache;
-import com.chatopera.cc.model.*;
+import com.chatopera.cc.model.AgentStatus;
+import com.chatopera.cc.model.SystemConfig;
+import com.chatopera.cc.model.User;
+import com.chatopera.cc.model.UserRole;
 import com.chatopera.cc.persistence.repository.AgentStatusRepository;
 import com.chatopera.cc.persistence.repository.UserRepository;
 import com.chatopera.cc.persistence.repository.UserRoleRepository;
@@ -84,6 +87,9 @@ public class LoginController extends Handler {
     @Autowired
     private UserProxy userProxy;
 
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
     /**
      * 登录页面
      *
@@ -208,7 +214,7 @@ public class LoginController extends Handler {
                             agentStatusRes.save(agentStatus);
 
                             // 工作状态记录
-                            AutomaticServiceDist.recordAgentStatus(agentStatus.getAgentno(),
+                            acdWorkMonitor.recordAgentStatus(agentStatus.getAgentno(),
                                                                    agentStatus.getUsername(),
                                                                    agentStatus.getAgentno(),
                                                                    user.isAdmin(), // 0代表admin

contact-center/app/src/main/java/com/chatopera/cc/controller/admin/AdminController.java

@@ -16,21 +16,23 @@
  */
 package com.chatopera.cc.controller.admin;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDAgentService;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDWorkMonitor;
+import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.controller.Handler;
-import com.chatopera.cc.socketio.client.NettyClients;
 import com.chatopera.cc.model.SysDic;
 import com.chatopera.cc.model.User;
 import com.chatopera.cc.persistence.repository.OnlineUserRepository;
 import com.chatopera.cc.persistence.repository.SysDicRepository;
 import com.chatopera.cc.persistence.repository.UserEventRepository;
 import com.chatopera.cc.persistence.repository.UserRepository;
-import com.chatopera.cc.basic.Constants;
-import com.chatopera.cc.util.Menu;
 import com.chatopera.cc.proxy.OnlineUserProxy;
+import com.chatopera.cc.socketio.client.NettyClients;
+import com.chatopera.cc.util.Menu;
 import org.apache.commons.lang.StringUtils;
 import org.springframework.beans.factory.annotation.Autowired;
 import org.springframework.stereotype.Controller;
@@ -47,6 +49,9 @@ import java.util.List;
 @Controller
 public class AdminController extends Handler {
 
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
     @Autowired
     private UserRepository userRes;
 
@@ -66,7 +71,7 @@ public class AdminController extends Handler {
     public ModelAndView index(ModelMap map, HttpServletRequest request) {
         ModelAndView view = request(super.createRequestPageTempletResponse("redirect:/"));
         User user = super.getUser(request);
-        view.addObject("agentStatusReport", AutomaticServiceDist.getAgentReport(user.getOrgi()));
+        view.addObject("agentStatusReport", acdWorkMonitor.getAgentReport(user.getOrgi()));
         view.addObject("agentStatus", cache.findOneAgentStatusByAgentnoAndOrig(user.getId(), user.getOrgi()));
         return view;
     }
@@ -78,7 +83,7 @@ public class AdminController extends Handler {
         map.put("chatClients", NettyClients.getInstance().size());
         map.put("systemCaches", cache.getSystemSizeByOrgi(MainContext.SYSTEM_ORGI));
 
-        map.put("agentReport", AutomaticServiceDist.getAgentReport(orgi));
+        map.put("agentReport", acdWorkMonitor.getAgentReport(orgi));
         map.put("webIMReport", MainUtils.getWebIMReport(userEventRes.findByOrgiAndCreatetimeRange(super.getOrgi(request), MainUtils.getStartTime(), MainUtils.getEndTime())));
 
         map.put("agents", getAgent(request).size());

contact-center/app/src/main/java/com/chatopera/cc/controller/api/ApiAgentUserController.java

@@ -16,13 +16,14 @@
  */
 package com.chatopera.cc.controller.api;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDMessageHelper;
+import com.chatopera.cc.acd.ACDServiceRouter;
 import com.chatopera.cc.basic.MainContext.*;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
-import com.chatopera.cc.exception.CSKefuException;
 import com.chatopera.cc.controller.Handler;
 import com.chatopera.cc.controller.api.request.RestUtils;
+import com.chatopera.cc.exception.CSKefuException;
 import com.chatopera.cc.model.*;
 import com.chatopera.cc.peer.PeerSyncIM;
 import com.chatopera.cc.persistence.repository.AgentServiceRepository;
@@ -61,6 +62,12 @@ public class ApiAgentUserController extends Handler {
 
     private final static Logger logger = LoggerFactory.getLogger(ApiAgentUserController.class);
 
+    @Autowired
+    private ACDMessageHelper acdMessageHelper;
+
+    @Autowired
+    private ACDServiceRouter acdServiceRouter;
+
     @Autowired
     private Cache cache;
 
@@ -201,7 +208,7 @@ public class ApiAgentUserController extends Handler {
                     // 更新当前坐席的服务访客列表
                     if (currentAgentStatus != null) {
                         cache.deleteOnlineUserIdFromAgentStatusByUseridAndAgentnoAndOrgi(userId, currentAgentno, orgi);
-                        AutomaticServiceDist.updateAgentStatus(currentAgentStatus, orgi);
+                        agentUserProxy.updateAgentStatus(currentAgentStatus, orgi);
                     }
 
                     if (transAgentStatus != null) {
@@ -212,7 +219,7 @@ public class ApiAgentUserController extends Handler {
                     // 转接坐席提示消息
                     Message outMessage = new Message();
                     outMessage.setMessage(
-                            AutomaticServiceDist.getSuccessMessage(agentService, agentUser.getChannel(), orgi));
+                            acdMessageHelper.getSuccessMessage(agentService, agentUser.getChannel(), orgi));
                     outMessage.setMessageType(MediaType.TEXT.toString());
                     outMessage.setCalltype(CallType.IN.toString());
                     outMessage.setCreatetime(MainUtils.dateFormate.format(new Date()));
@@ -292,7 +299,7 @@ public class ApiAgentUserController extends Handler {
                     logined.getId(), agentUser.getAgentno()) || logined.isAdmin())) {
                 // 删除访客-坐席关联关系，包括缓存
                 try {
-                    AutomaticServiceDist.deleteAgentUser(agentUser, orgi);
+                    acdServiceRouter.deleteAgentUser(agentUser, orgi);
                 } catch (CSKefuException e) {
                     // 未能删除成功
                     logger.error("[end]", e);
@@ -322,7 +329,7 @@ public class ApiAgentUserController extends Handler {
      */
     private JsonObject withdraw(final HttpServletRequest request, final JsonObject j) {
         JsonObject resp = new JsonObject();
-        AutomaticServiceDist.withdrawAgent(super.getOrgi(request), super.getUser(request).getId());
+        acdServiceRouter.withdrawAgent(super.getOrgi(request), super.getUser(request).getId());
         resp.addProperty(RestUtils.RESP_KEY_RC, RestUtils.RESP_RC_SUCC);
         return resp;
     }

contact-center/app/src/main/java/com/chatopera/cc/controller/api/ApiAppsController.java

@@ -55,7 +55,8 @@ public class ApiAppsController extends Handler {
     @Menu(type = "apps", subtype = "apps", access = true)
     public ResponseEntity<String> operations(HttpServletRequest request, @RequestBody final String body, @Valid String q) {
         logger.info("[operations] body {}, q {}", body, q);
-        final JsonObject j = StringUtils.isBlank(body) ? (new JsonObject()) : (new JsonParser()).parse(body).getAsJsonObject();
+        final JsonObject j = StringUtils.isBlank(body) ? (new JsonObject()) : (new JsonParser()).parse(
+                body).getAsJsonObject();
 
         JsonObject json = new JsonObject();
         HttpHeaders headers = RestUtils.header();
@@ -111,7 +112,7 @@ public class ApiAppsController extends Handler {
             logger.info("[invite] new invite record {} of onlineUser id {} saved.", record.getId(), onlineUser.getId());
 
             try {
-                OnlineUserProxy.sendWebIMClients(onlineUser.getUserid(), "invite");
+                OnlineUserProxy.sendWebIMClients(onlineUser.getUserid(), "invite:" + agentno);
                 resp.addProperty(RestUtils.RESP_KEY_RC, RestUtils.RESP_RC_SUCC);
             } catch (Exception e) {
                 logger.error("[invite] error", e);

contact-center/app/src/main/java/com/chatopera/cc/controller/api/ApiServiceQueneController.java

@@ -16,7 +16,9 @@
  */
 package com.chatopera.cc.controller.api;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDServiceRouter;
+import com.chatopera.cc.acd.ACDWorkMonitor;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.controller.Handler;
@@ -25,7 +27,7 @@ import com.chatopera.cc.model.SessionConfig;
 import com.chatopera.cc.model.User;
 import com.chatopera.cc.persistence.repository.AgentStatusRepository;
 import com.chatopera.cc.persistence.repository.AgentUserRepository;
-import com.chatopera.cc.persistence.repository.OrganRepository;
+import com.chatopera.cc.proxy.AgentUserProxy;
 import com.chatopera.cc.util.Menu;
 import com.chatopera.cc.util.RestResult;
 import com.chatopera.cc.util.RestResultType;
@@ -51,17 +53,24 @@ import java.util.List;
 @RequestMapping("/api/servicequene")
 public class ApiServiceQueneController extends Handler {
 
+    @Autowired
+    private AgentUserProxy agentUserProxy;
+
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
     @Autowired
     private AgentStatusRepository agentStatusRepository;
 
+    @Autowired
+    private ACDServiceRouter acdServiceRouter;
 
     @Autowired
     private AgentUserRepository agentUserRepository;
 
-    @Autowired
-    private OrganRepository organRes;
-
-
     @Autowired
     private Cache cache;
 
@@ -75,7 +84,7 @@ public class ApiServiceQueneController extends Handler {
     @Menu(type = "apps", subtype = "user", access = true)
     public ResponseEntity<RestResult> list(HttpServletRequest request) {
         return new ResponseEntity<>(
-                new RestResult(RestResultType.OK, AutomaticServiceDist.getAgentReport(super.getOrgi(request))),
+                new RestResult(RestResultType.OK, acdWorkMonitor.getAgentReport(super.getOrgi(request))),
                 HttpStatus.OK);
     }
 
@@ -106,7 +115,7 @@ public class ApiServiceQueneController extends Handler {
                 agentStatus.setLogindate(new Date());
                 agentStatus.setSkills(logined.getSkills());
 
-                SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(super.getOrgi(request));
+                SessionConfig sessionConfig = acdPolicyService.initSessionConfig(super.getOrgi(request));
 
                 agentStatus.setUsers(agentUserRepository.countByAgentnoAndStatusAndOrgi(
                         logined.getId(),
@@ -130,19 +139,19 @@ public class ApiServiceQueneController extends Handler {
                 agentStatus.setStatus(MainContext.AgentStatusEnum.READY.toString());
                 cache.putAgentStatusByOrgi(agentStatus, super.getOrgi(request));
 
-                AutomaticServiceDist.recordAgentStatus(
+                acdWorkMonitor.recordAgentStatus(
                         agentStatus.getAgentno(), agentStatus.getUsername(), agentStatus.getAgentno(),
                         logined.isAdmin(), agentStatus.getAgentno(),
                         MainContext.AgentStatusEnum.OFFLINE.toString(), MainContext.AgentStatusEnum.READY.toString(),
                         MainContext.AgentWorkType.MEIDIACHAT.toString(), agentStatus.getOrgi(), null);
-                AutomaticServiceDist.allotAgent(agentStatus.getAgentno(), super.getOrgi(request));
+                acdServiceRouter.allotVisitors(agentStatus.getAgentno(), super.getOrgi(request));
             }
         } else if (StringUtils.isNotBlank(status)) {
             if (status.equals(MainContext.AgentStatusEnum.NOTREADY.toString())) {
                 List<AgentStatus> agentStatusList = agentStatusRepository.findByAgentnoAndOrgi(
                         logined.getId(), super.getOrgi(request));
                 for (AgentStatus temp : agentStatusList) {
-                    AutomaticServiceDist.recordAgentStatus(
+                    acdWorkMonitor.recordAgentStatus(
                             temp.getAgentno(), temp.getUsername(), temp.getAgentno(),
                             logined.isAdmin(),
                             temp.getAgentno(),
@@ -158,7 +167,7 @@ public class ApiServiceQueneController extends Handler {
                 if (agentStatusList.size() > 0) {
                     agentStatus = agentStatusList.get(0);
                     agentStatus.setBusy(true);
-                    AutomaticServiceDist.recordAgentStatus(
+                    acdWorkMonitor.recordAgentStatus(
                             agentStatus.getAgentno(), agentStatus.getUsername(), agentStatus.getAgentno(),
                             logined.isAdmin(), agentStatus.getAgentno(),
                             MainContext.AgentStatusEnum.READY.toString(), MainContext.AgentStatusEnum.BUSY.toString(),
@@ -176,7 +185,7 @@ public class ApiServiceQueneController extends Handler {
                 if (agentStatusList.size() > 0) {
                     agentStatus = agentStatusList.get(0);
                     agentStatus.setBusy(false);
-                    AutomaticServiceDist.recordAgentStatus(
+                    acdWorkMonitor.recordAgentStatus(
                             agentStatus.getAgentno(), agentStatus.getUsername(), agentStatus.getAgentno(),
                             logined.isAdmin(), agentStatus.getAgentno(),
                             MainContext.AgentStatusEnum.BUSY.toString(), MainContext.AgentStatusEnum.READY.toString(),
@@ -187,9 +196,9 @@ public class ApiServiceQueneController extends Handler {
                     agentStatusRepository.save(agentStatus);
                     cache.putAgentStatusByOrgi(agentStatus, super.getOrgi(request));
                 }
-                AutomaticServiceDist.allotAgent(agentStatus.getAgentno(), super.getOrgi(request));
+                acdServiceRouter.allotVisitors(agentStatus.getAgentno(), super.getOrgi(request));
             }
-            AutomaticServiceDist.broadcastAgentsStatus(
+            agentUserProxy.broadcastAgentsStatus(
                     super.getOrgi(request), "agent", "api", super.getUser(request).getId());
         }
         return new ResponseEntity<>(new RestResult(RestResultType.OK, agentStatus), HttpStatus.OK);

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/AgentAuditController.java

@@ -17,7 +17,10 @@
 package com.chatopera.cc.controller.apps;
 
 import com.alibaba.fastjson.JSONObject;
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDAgentService;
+import com.chatopera.cc.acd.ACDMessageHelper;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDServiceRouter;
 import com.chatopera.cc.activemq.BrokerPublisher;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainUtils;
@@ -57,6 +60,18 @@ import java.util.*;
 public class AgentAuditController extends Handler {
     private final static Logger logger = LoggerFactory.getLogger(AgentAuditController.class);
 
+    @Autowired
+    private ACDAgentService acdAgentService;
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
+    @Autowired
+    private ACDMessageHelper acdMessageHelper;
+
+    @Autowired
+    private ACDServiceRouter acdServiceRouter;
+
     @Autowired
     private AgentUserRepository agentUserRes;
 
@@ -128,7 +143,7 @@ public class AgentAuditController extends Handler {
             @Valid final String skill,
             @Valid final String agentno,
             @Valid String sort
-    ) {
+                             ) {
         final String orgi = super.getOrgi(request);
         final User logined = super.getUser(request);
         logger.info("[index] skill {}, agentno {}, logined {}", skill, agentno, logined.getId());
@@ -256,7 +271,7 @@ public class AgentAuditController extends Handler {
             HttpServletRequest request,
             String id,
             String channel
-    ) throws IOException, TemplateException {
+                                 ) throws IOException, TemplateException {
         String mainagentuser = "/apps/cca/mainagentuser";
         if (channel.equals("phone")) {
             mainagentuser = "/apps/cca/mainagentuser_callout";
@@ -287,11 +302,11 @@ public class AgentAuditController extends Handler {
             view.addObject(
                     "agentUserMessageList",
                     this.chatMessageRepository.findByUsessionAndOrgi(agentUser.getUserid(), orgi,
-                            new PageRequest(0, 20, Sort.Direction.DESC,
-                                    "updatetime"
-                            )
-                    )
-            );
+                                                                     new PageRequest(0, 20, Sort.Direction.DESC,
+                                                                                     "updatetime"
+                                                                     )
+                                                                    )
+                          );
             AgentService agentService = null;
             if (StringUtils.isNotBlank(agentUser.getAgentserviceid())) {
                 agentService = this.agentServiceRes.findOne(agentUser.getAgentserviceid());
@@ -320,20 +335,20 @@ public class AgentAuditController extends Handler {
             }
             view.addObject("serviceCount", Integer
                     .valueOf(this.agentServiceRes
-                            .countByUseridAndOrgiAndStatus(agentUser
-                                            .getUserid(), orgi,
-                                    MainContext.AgentUserStatusEnum.END
-                                            .toString())));
+                                     .countByUseridAndOrgiAndStatus(agentUser
+                                                                            .getUserid(), orgi,
+                                                                    MainContext.AgentUserStatusEnum.END
+                                                                            .toString())));
             view.addObject("tagRelationList", tagRelationRes.findByUserid(agentUser.getUserid()));
         }
-            SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(super.getOrgi(request));
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(super.getOrgi(request));
 
-            view.addObject("sessionConfig", sessionConfig);
-            if (sessionConfig.isOtherquickplay()) {
-                view.addObject("topicList", OnlineUserProxy.search(null, orgi, super.getUser(request)));
-            }
+        view.addObject("sessionConfig", sessionConfig);
+        if (sessionConfig.isOtherquickplay()) {
+            view.addObject("topicList", OnlineUserProxy.search(null, orgi, super.getUser(request)));
+        }
 
-            view.addObject("tags", tagRes.findByOrgiAndTagtype(orgi, MainContext.ModelType.USER.toString()));
+        view.addObject("tags", tagRes.findByOrgiAndTagtype(orgi, MainContext.ModelType.USER.toString()));
         return view;
     }
 
@@ -357,7 +372,7 @@ public class AgentAuditController extends Handler {
             final @Valid String agentserviceid,
             final @Valid String agentnoid,
             final @Valid String agentuserid
-    ) {
+                                ) {
         logger.info("[transfer] userId {}, agentUser {}", userid, agentuserid);
         final String orgi = super.getOrgi(request);
         final User logined = super.getUser(request);
@@ -422,7 +437,7 @@ public class AgentAuditController extends Handler {
             HttpServletRequest request,
             @Valid String agentnoid,
             @Valid String organ
-    ) {
+                                     ) {
         final String orgi = super.getOrgi(request);
         if (StringUtils.isNotBlank(organ)) {
             List<String> usersids = new ArrayList<String>();
@@ -473,7 +488,7 @@ public class AgentAuditController extends Handler {
             @Valid final String currentAgentnoid,
             @Valid final String agentno,   // 会话转接给下一个坐席
             @Valid final String memo
-    ) throws CSKefuException {
+                                    ) throws CSKefuException {
         final String currentAgentno = currentAgentnoid; // 当前会话坐席的agentno
 
         final String orgi = super.getOrgi(request);
@@ -506,7 +521,7 @@ public class AgentAuditController extends Handler {
                 // 更新当前坐席的服务访客列表
                 if (currentAgentStatus != null) {
                     cache.deleteOnlineUserIdFromAgentStatusByUseridAndAgentnoAndOrgi(userid, currentAgentno, orgi);
-                    AutomaticServiceDist.updateAgentStatus(currentAgentStatus, super.getOrgi(request));
+                    agentUserProxy.updateAgentStatus(currentAgentStatus, super.getOrgi(request));
                 }
 
                 if (transAgentStatus != null) {
@@ -518,7 +533,7 @@ public class AgentAuditController extends Handler {
                 try {
                     Message outMessage = new Message();
                     outMessage.setMessage(
-                            AutomaticServiceDist.getSuccessMessage(agentService, agentUser.getChannel(), orgi));
+                            acdMessageHelper.getSuccessMessage(agentService, agentUser.getChannel(), orgi));
                     outMessage.setMessageType(MainContext.MediaType.TEXT.toString());
                     outMessage.setCalltype(MainContext.CallType.IN.toString());
                     outMessage.setCreatetime(MainUtils.dateFormate.format(new Date()));
@@ -534,7 +549,7 @@ public class AgentAuditController extends Handler {
                                 agentUser.getUserid(),
                                 outMessage,
                                 true
-                        );
+                                       );
                     }
 
                     // 通知转接消息给新坐席
@@ -544,7 +559,7 @@ public class AgentAuditController extends Handler {
                             MainContext.ReceiverType.AGENT, MainContext.ChannelType.WEBIM,
                             agentUser.getAppid(), MainContext.MessageType.NEW, agentService.getAgentno(),
                             outMessage, true
-                    );
+                                   );
 
                 } catch (Exception ex) {
                     logger.error("[transfersave]", ex);
@@ -588,7 +603,7 @@ public class AgentAuditController extends Handler {
                     logined.getId(), agentUser.getAgentno()) || logined.isAdmin())) {
                 // 删除访客-坐席关联关系，包括缓存
                 try {
-                    AutomaticServiceDist.deleteAgentUser(agentUser, orgi);
+                    acdServiceRouter.deleteAgentUser(agentUser, orgi);
                 } catch (CSKefuException e) {
                     // 未能删除成功
                     logger.error("[end]", e);

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/AgentController.java

@@ -17,7 +17,10 @@
  package com.chatopera.cc.controller.apps;
 
  import com.alibaba.fastjson.JSONObject;
- import com.chatopera.cc.acd.AutomaticServiceDist;
+ import com.chatopera.cc.acd.ACDAgentService;
+ import com.chatopera.cc.acd.ACDPolicyService;
+ import com.chatopera.cc.acd.ACDWorkMonitor;
+ import com.chatopera.cc.acd.ACDServiceRouter;
  import com.chatopera.cc.activemq.BrokerPublisher;
  import com.chatopera.cc.basic.Constants;
  import com.chatopera.cc.basic.MainContext;
@@ -72,6 +75,18 @@
 
      static final Logger logger = LoggerFactory.getLogger(AgentController.class);
 
+     @Autowired
+     private ACDWorkMonitor acdWorkMonitor;
+
+     @Autowired
+     private ACDPolicyService acdPolicyService;
+
+     @Autowired
+     private ACDAgentService acdAgentService;
+
+     @Autowired
+     private ACDServiceRouter acdServiceRouter;
+
      @Autowired
      private ContactsRepository contactsRes;
 
@@ -448,7 +463,7 @@
              view.addObject("tagRelationList", tagRelationRes.findByUserid(agentUser.getUserid()));
          }
 
-         SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(super.getOrgi(request));
+         SessionConfig sessionConfig = acdPolicyService.initSessionConfig(super.getOrgi(request));
 
          view.addObject("sessionConfig", sessionConfig);
          if (sessionConfig.isOtherquickplay()) {
@@ -472,7 +487,7 @@
      @RequestMapping("/other/topic")
      @Menu(type = "apps", subtype = "othertopic")
      public ModelAndView othertopic(ModelMap map, HttpServletRequest request, String q) throws IOException, TemplateException {
-         SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(super.getOrgi(request));
+         SessionConfig sessionConfig = acdPolicyService.initSessionConfig(super.getOrgi(request));
 
          map.put("sessionConfig", sessionConfig);
          if (sessionConfig.isOtherquickplay()) {
@@ -485,7 +500,7 @@
      @RequestMapping("/other/topic/detail")
      @Menu(type = "apps", subtype = "othertopicdetail")
      public ModelAndView othertopicdetail(ModelMap map, HttpServletRequest request, String id) throws IOException, TemplateException {
-         SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(super.getOrgi(request));
+         SessionConfig sessionConfig = acdPolicyService.initSessionConfig(super.getOrgi(request));
 
          map.put("sessionConfig", sessionConfig);
          if (sessionConfig.isOtherquickplay()) {
@@ -538,8 +553,8 @@
          agentStatusRes.save(agentStatus);
 
          // 为该坐席分配访客
-         AutomaticServiceDist.allotAgent(agentStatus.getAgentno(), orgi);
-         AutomaticServiceDist.recordAgentStatus(agentStatus.getAgentno(),
+         acdServiceRouter.allotVisitors(agentStatus.getAgentno(), orgi);
+         acdWorkMonitor.recordAgentStatus(agentStatus.getAgentno(),
                                                 agentStatus.getUsername(),
                                                 agentStatus.getAgentno(),
                                                 logined.isAdmin(), // 0代表admin
@@ -575,7 +590,7 @@
          cache.putAgentStatusByOrgi(agentStatus, orgi);
          agentStatusRes.save(agentStatus);
 
-         AutomaticServiceDist.recordAgentStatus(agentStatus.getAgentno(),
+         acdWorkMonitor.recordAgentStatus(agentStatus.getAgentno(),
                                                 agentStatus.getUsername(),
                                                 agentStatus.getAgentno(),
                                                 logined.isAdmin(), // 0代表admin
@@ -603,7 +618,7 @@
                  logined.getId(), logined.getOrgi(), logined.getSkills());
 
          agentStatus.setBusy(true);
-         AutomaticServiceDist.recordAgentStatus(
+         acdWorkMonitor.recordAgentStatus(
                  agentStatus.getAgentno(),
                  agentStatus.getUsername(),
                  agentStatus.getAgentno(),
@@ -618,7 +633,7 @@
          cache.putAgentStatusByOrgi(agentStatus, super.getOrgi(request));
          agentStatusRes.save(agentStatus);
 
-         AutomaticServiceDist.broadcastAgentsStatus(super.getOrgi(request), "agent", "busy", logined.getId());
+         agentUserProxy.broadcastAgentsStatus(super.getOrgi(request), "agent", "busy", logined.getId());
 
          return request(super.createRequestPageTempletResponse("/public/success"));
      }
@@ -644,7 +659,7 @@
          agentStatus.setStatus(MainContext.AgentStatusEnum.READY.toString());
 
          // 更新工作记录
-         AutomaticServiceDist.recordAgentStatus(
+         acdWorkMonitor.recordAgentStatus(
                  agentStatus.getAgentno(),
                  agentStatus.getUsername(),
                  agentStatus.getAgentno(),
@@ -661,7 +676,7 @@
          agentStatusRes.save(agentStatus);
 
          // 重新分配访客给坐席
-         AutomaticServiceDist.allotAgent(agentStatus.getAgentno(), super.getOrgi(request));
+         acdServiceRouter.allotVisitors(agentStatus.getAgentno(), super.getOrgi(request));
 
          return request(super.createRequestPageTempletResponse("/public/success"));
      }
@@ -676,7 +691,7 @@
          List<AgentService> agentServiceList = new ArrayList<AgentService>();
          for (AgentUser agentUser : agentUserList) {
              if (agentUser != null && super.getUser(request).getId().equals(agentUser.getAgentno())) {
-                 AutomaticServiceDist.deleteAgentUser(agentUser, orgi);
+                 acdServiceRouter.deleteAgentUser(agentUser, orgi);
                  AgentService agentService = agentServiceRes.findByIdAndOrgi(agentUser.getAgentserviceid(), orgi);
                  if (agentService != null) {
                      agentService.setStatus(MainContext.AgentUserStatusEnum.END.toString());
@@ -712,7 +727,7 @@
                      logined.getId(), agentUser.getAgentno()) || logined.isAdmin())) {
                  // 删除访客-坐席关联关系，包括缓存
                  try {
-                     AutomaticServiceDist.deleteAgentUser(agentUser, orgi);
+                     acdServiceRouter.deleteAgentUser(agentUser, orgi);
                  } catch (CSKefuException e) {
                      // 未能删除成功
                      logger.error("[end]", e);

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/AgentQualityController.java

@@ -17,7 +17,7 @@
 
 package com.chatopera.cc.controller.apps;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.controller.Handler;
@@ -44,6 +44,8 @@ import java.util.List;
 @RequestMapping("/apps/quality")
 public class AgentQualityController extends Handler {
 
+    @Autowired
+    private ACDPolicyService acdPolicyService;
 
     @Autowired
     private QualityRepository qualityRes;
@@ -60,7 +62,7 @@ public class AgentQualityController extends Handler {
     @RequestMapping(value = "/index")
     @Menu(type = "agent", subtype = "quality", access = false)
     public ModelAndView index(ModelMap map, HttpServletRequest request) {
-        map.addAttribute("sessionConfig", AutomaticServiceDist.initSessionConfig(super.getOrgi(request)));
+        map.addAttribute("sessionConfig", acdPolicyService.initSessionConfig(super.getOrgi(request)));
         map.addAttribute("qualityList", qualityRes.findByQualitytypeAndOrgi(MainContext.QualityType.CHAT.toString(), super.getOrgi(request)));
         map.addAttribute("tagList", tagRes.findByOrgiAndTagtype(super.getOrgi(request), MainContext.TagType.QUALITY.toString()));
         return request(super.createAppsTempletResponse("/apps/quality/index"));
@@ -92,7 +94,7 @@ public class AgentQualityController extends Handler {
             if (tempList.size() > 0) {
                 qualityRes.save(tempList);
             }
-            SessionConfig config = AutomaticServiceDist.initSessionConfig(super.getOrgi(request));
+            SessionConfig config = acdPolicyService.initSessionConfig(super.getOrgi(request));
             if (config != null) {
                 if ("points".equals(request.getParameter("qualityscore"))) {
                     config.setQualityscore("points");

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/AgentSettingsController.java

@@ -16,14 +16,14 @@
  */
 package com.chatopera.cc.controller.apps;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.controller.Handler;
 import com.chatopera.cc.model.*;
 import com.chatopera.cc.persistence.repository.*;
-import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.util.Menu;
 import org.apache.commons.lang.StringUtils;
 import org.springframework.beans.factory.annotation.Autowired;
@@ -47,6 +47,9 @@ import java.util.List;
 @RequestMapping("/setting")
 public class AgentSettingsController extends Handler {
 
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
     @Autowired
     private SessionConfigRepository sessionConfigRes;
 
@@ -117,7 +120,7 @@ public class AgentSettingsController extends Handler {
         cache.putSessionConfigByOrgi(tempSessionConfig, orgi);
         cache.deleteSessionConfigListByOrgi(orgi);
 
-        AutomaticServiceDist.initSessionConfigList();
+        acdPolicyService.initSessionConfigList();
         map.put("sessionConfig", tempSessionConfig);
 
         return request(super.createRequestPageTempletResponse("redirect:/setting/agent/index.html"));

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/AppsController.java

@@ -16,7 +16,7 @@
  */
 package com.chatopera.cc.controller.apps;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDWorkMonitor;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
@@ -33,7 +33,6 @@ import org.apache.commons.lang.StringUtils;
 import org.slf4j.Logger;
 import org.slf4j.LoggerFactory;
 import org.springframework.beans.factory.annotation.Autowired;
-import org.springframework.beans.factory.annotation.Value;
 import org.springframework.data.domain.Page;
 import org.springframework.data.domain.PageRequest;
 import org.springframework.data.domain.Sort;
@@ -52,6 +51,9 @@ import java.util.List;
 public class AppsController extends Handler {
     private final static Logger logger = LoggerFactory.getLogger(AppsController.class);
 
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
     @Autowired
     private UserRepository userRes;
 
@@ -137,7 +139,7 @@ public class AppsController extends Handler {
     }
 
     private void aggValues(ModelMap map, HttpServletRequest request) {
-        map.put("agentReport", AutomaticServiceDist.getAgentReport(super.getOrgi(request)));
+        map.put("agentReport", acdWorkMonitor.getAgentReport(super.getOrgi(request)));
         map.put(
                 "webIMReport", MainUtils.getWebIMReport(
                         userEventRes.findByOrgiAndCreatetimeRange(super.getOrgi(request), MainUtils.getStartTime(),

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/IMController.java

@@ -17,18 +17,20 @@
 
 package com.chatopera.cc.controller.apps;
 
-import com.chatopera.cc.proxy.OnlineUserProxy;
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDAgentService;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDWorkMonitor;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.controller.Handler;
-import com.chatopera.cc.socketio.util.RichMediaUtils;
 import com.chatopera.cc.model.*;
 import com.chatopera.cc.persistence.blob.JpaBlobHelper;
 import com.chatopera.cc.persistence.es.ContactsRepository;
 import com.chatopera.cc.persistence.repository.*;
+import com.chatopera.cc.proxy.OnlineUserProxy;
+import com.chatopera.cc.socketio.util.RichMediaUtils;
 import com.chatopera.cc.util.*;
 import freemarker.template.TemplateException;
 import org.apache.commons.io.FileUtils;
@@ -68,6 +70,12 @@ import java.util.*;
 public class IMController extends Handler {
     private final static Logger logger = LoggerFactory.getLogger(IMController.class);
 
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
     @Autowired
     private OnlineUserRepository onlineUserRes;
 
@@ -539,8 +547,9 @@ public class IMController extends Handler {
             @Valid final String description,
             @Valid final String imgurl,
             @Valid final String pid,
-            @Valid final String purl) throws Exception {
-        logger.info("[index] orgi {}, skill {}, agent {}, traceid {}", orgi, skill, agent, traceid);
+            @Valid final String purl,
+            @Valid final boolean isInvite) throws Exception {
+        logger.info("[index] orgi {}, skill {}, agent {}, traceid {}, isInvite {}", orgi, skill, agent, traceid, isInvite);
         Map<String, String> sessionMessageObj = cache.findOneSystemMapByIdAndOrgi(sessionid, orgi);
 
         if (sessionMessageObj != null) {
@@ -581,7 +590,7 @@ public class IMController extends Handler {
             view.addObject("nickname", nickname);
 
             boolean consult = true;                //是否已收集用户信息
-            SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(orgi);
+            SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
 
             // 强制开启满意调查问卷
             sessionConfig.setSatisfaction(true);
@@ -599,6 +608,8 @@ public class IMController extends Handler {
             map.addAttribute("userid", userid);
             map.addAttribute("schema", request.getScheme());
             map.addAttribute("sessionid", sessionid);
+            map.addAttribute("isInvite", isInvite);
+
 
             view.addObject("product", product);
             view.addObject("description", description);
@@ -640,9 +651,9 @@ public class IMController extends Handler {
                 AgentReport report;
 
                 if (invite.isSkill() && invite.isConsult_skill_fixed()) { // 绑定技能组
-                    report = AutomaticServiceDist.getAgentReport(invite.getConsult_skill_fixed_id(), invite.getOrgi());
+                    report = acdWorkMonitor.getAgentReport(invite.getConsult_skill_fixed_id(), invite.getOrgi());
                 } else {
-                    report = AutomaticServiceDist.getAgentReport(invite.getOrgi());
+                    report = acdWorkMonitor.getAgentReport(invite.getOrgi());
                 }
 
                 if (report.getAgents() == 0 ||

contact-center/app/src/main/java/com/chatopera/cc/controller/apps/service/ChatServiceController.java

@@ -16,7 +16,8 @@
  */
 package com.chatopera.cc.controller.apps.service;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDAgentService;
+import com.chatopera.cc.acd.ACDServiceRouter;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
@@ -24,6 +25,7 @@ import com.chatopera.cc.controller.Handler;
 import com.chatopera.cc.model.*;
 import com.chatopera.cc.peer.PeerSyncIM;
 import com.chatopera.cc.persistence.repository.*;
+import com.chatopera.cc.proxy.AgentUserProxy;
 import com.chatopera.cc.proxy.OnlineUserProxy;
 import com.chatopera.cc.proxy.UserProxy;
 import com.chatopera.cc.socketio.message.Message;
@@ -59,6 +61,15 @@ public class ChatServiceController extends Handler {
 
     private final static Logger logger = LoggerFactory.getLogger(ChatServiceController.class);
 
+    @Autowired
+    private AgentUserProxy agentUserProxy;
+
+    @Autowired
+    private ACDAgentService acdAgentService;
+
+    @Autowired
+    private ACDServiceRouter acdServiceRouter;
+
     @Autowired
     private AgentServiceRepository agentServiceRes;
 
@@ -228,13 +239,13 @@ public class ChatServiceController extends Handler {
                             super.getUser(request).getId(), super.getOrgi(request));
 
                     if (agentStatus != null) {
-                        AutomaticServiceDist.updateAgentStatus(agentStatus, super.getOrgi(request));
+                        agentUserProxy.updateAgentStatus(agentStatus, super.getOrgi(request));
                     }
 
                     AgentStatus transAgentStatus = cache.findOneAgentStatusByAgentnoAndOrig(
                             agentno, super.getOrgi(request));
                     if (transAgentStatus != null) {
-                        AutomaticServiceDist.updateAgentStatus(transAgentStatus, super.getOrgi(request));
+                        agentUserProxy.updateAgentStatus(transAgentStatus, super.getOrgi(request));
                         agentService.setAgentno(agentno);
                         agentService.setAgentusername(transAgentStatus.getUsername());
                     }
@@ -279,7 +290,7 @@ public class ChatServiceController extends Handler {
                 AgentUser agentUser = agentUserRepository.findByIdAndOrgi(
                         agentService.getAgentuserid(), super.getOrgi(request));
                 if (agentUser != null) {
-                    AutomaticServiceDist.deleteAgentUser(agentUser, user.getOrgi());
+                    acdServiceRouter.deleteAgentUser(agentUser, user.getOrgi());
                 }
                 agentService.setStatus(MainContext.AgentUserStatusEnum.END.toString());
                 agentServiceRes.save(agentService);
@@ -320,7 +331,7 @@ public class ChatServiceController extends Handler {
 
                     if (onlineUser != null) {
                         IP ipdata = IPTools.getInstance().findGeography(onlineUser.getIp());
-                        OnlineUserProxy.allocateAgentService(
+                        acdServiceRouter.allocateAgentService(
                                 onlineUser.getUserid(),
                                 onlineUser.getUsername(),
                                 user.getOrgi(),
@@ -337,7 +348,9 @@ public class ChatServiceController extends Handler {
                                 null,
                                 null,
                                 agentService.getContactsid(),
-                                onlineUser.getOwner());
+                                onlineUser.getOwner(),
+                                true,
+                                MainContext.ChatInitiatorType.AGENT.toString());
                     }
                 }
             }
@@ -384,7 +397,7 @@ public class ChatServiceController extends Handler {
             agentUser.setAgentno(null);
             agentUser.setSkill(null);
             agentUserRes.save(agentUser);
-            AutomaticServiceDist.allotAgent(agentUser, super.getOrgi(request));
+            acdAgentService.allotAgent(agentUser, super.getOrgi(request));
         }
         return request(super.createRequestPageTempletResponse("redirect:/service/quene/index.html"));
     }
@@ -394,7 +407,7 @@ public class ChatServiceController extends Handler {
     public ModelAndView invite(ModelMap map, HttpServletRequest request, @Valid String id) throws Exception {
         AgentUser agentUser = agentUserRes.findByIdAndOrgi(id, super.getOrgi(request));
         if (agentUser != null && agentUser.getStatus().equals(MainContext.AgentUserStatusEnum.INQUENE.toString())) {
-            AutomaticServiceDist.allotAgentForInvite(super.getUser(request).getId(), agentUser, super.getOrgi(request));
+            acdServiceRouter.allotAgentForInvite(super.getUser(request).getId(), agentUser, super.getOrgi(request));
         }
         return request(super.createRequestPageTempletResponse("redirect:/service/quene/index.html"));
     }
@@ -438,7 +451,8 @@ public class ChatServiceController extends Handler {
         }
         cache.deleteAgentStatusByAgentnoAndOrgi(agentStatus.getAgentno(), super.getOrgi(request));
 
-        AutomaticServiceDist.broadcastAgentsStatus(super.getOrgi(request), "agent", "offline", super.getUser(request).getId());
+        agentUserProxy.broadcastAgentsStatus(
+                super.getOrgi(request), "agent", "offline", super.getUser(request).getId());
 
         return request(super.createRequestPageTempletResponse("redirect:/service/agent/index.html"));
     }

contact-center/app/src/main/java/com/chatopera/cc/interceptor/UserInterceptorHandler.java

@@ -16,7 +16,6 @@
  */
 package com.chatopera.cc.interceptor;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
@@ -125,7 +124,9 @@ public class UserInterceptorHandler extends HandlerInterceptorAdapter {
             view.addObject("models", MainContext.getModules());
 
             if (user != null) {
-                view.addObject("agentStatusReport", AutomaticServiceDist.getAgentReport(user.getOrgi()));
+                view.addObject(
+                        "agentStatusReport",
+                        MainContext.getACDServiceRouter().getAcdWorkMonitor().getAgentReport(user.getOrgi()));
             }
             /**
              * WebIM共享用户

contact-center/app/src/main/java/com/chatopera/cc/model/AgentStatus.java

@@ -16,11 +16,12 @@
  */
 package com.chatopera.cc.model;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.Constants;
 import org.apache.commons.lang3.StringUtils;
 import org.hibernate.annotations.GenericGenerator;
+import org.springframework.beans.factory.annotation.Autowired;
 
 import javax.persistence.*;
 import java.util.Date;
@@ -161,7 +162,7 @@ public class AgentStatus implements java.io.Serializable, Comparable<AgentStatus
 
     @Transient
     public int getMaxusers() {
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(this.orgi);
+        SessionConfig sessionConfig = MainContext.getACDServiceRouter().getAcdPolicyService().initSessionConfig(this.orgi);
         return sessionConfig != null ? sessionConfig.getMaxuser() : Constants.AGENT_STATUS_MAX_USER;
     }
 
@@ -171,7 +172,7 @@ public class AgentStatus implements java.io.Serializable, Comparable<AgentStatus
 
     @Transient
     public int getInitmaxusers() {
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(this.orgi);
+        SessionConfig sessionConfig = MainContext.getACDServiceRouter().getAcdPolicyService().initSessionConfig(this.orgi);
         return sessionConfig != null ? sessionConfig.getInitmaxuser() : getMaxusers();
     }
 
@@ -214,7 +215,7 @@ public class AgentStatus implements java.io.Serializable, Comparable<AgentStatus
     @Override
     public int compareTo(AgentStatus o) {
         int retValue = 0;
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(this.orgi);
+        SessionConfig sessionConfig = MainContext.getACDServiceRouter().getAcdPolicyService().initSessionConfig(this.orgi);
         if (sessionConfig != null && !StringUtils.isBlank(sessionConfig.getDistribution()) && sessionConfig.getDistribution().equals("0")) {
             if (this.getUpdatetime() != null && o.getUpdatetime() != null) {
                 retValue = (int) (this.getUpdatetime().getTime() - o.getUpdatetime().getTime());

contact-center/app/src/main/java/com/chatopera/cc/proxy/AgentProxy.java

@@ -1,6 +1,6 @@
 package com.chatopera.cc.proxy;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
@@ -33,12 +33,14 @@ import java.util.List;
 
 @Component
 public class AgentProxy {
-
     private final static Logger logger = LoggerFactory.getLogger(AgentProxy.class);
 
     @Value("${web.upload-path}")
     private String webUploadPath;
 
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
     @Autowired
     private AttachmentRepository attachementRes;
 
@@ -77,7 +79,7 @@ public class AgentProxy {
         agentStatus.setOrgi(agentStatus.getOrgi());
         agentStatus.setUpdatetime(new Date());
         agentStatus.setSkills(user.getSkills());
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(agentStatus.getOrgi());
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(agentStatus.getOrgi());
         agentStatus.setMaxusers(sessionConfig.getMaxuser());
 
         /**

contact-center/app/src/main/java/com/chatopera/cc/proxy/AgentUserProxy.java

@@ -15,7 +15,8 @@
  */
 package com.chatopera.cc.proxy;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDWorkMonitor;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
@@ -25,6 +26,7 @@ import com.chatopera.cc.peer.PeerSyncIM;
 import com.chatopera.cc.persistence.es.ContactsRepository;
 import com.chatopera.cc.persistence.repository.*;
 import com.chatopera.cc.socketio.message.Message;
+import com.corundumstudio.socketio.SocketIONamespace;
 import freemarker.template.TemplateException;
 import org.apache.commons.lang.StringUtils;
 import org.slf4j.Logger;
@@ -60,6 +62,16 @@ public class AgentUserProxy {
     // 转接聊天
     private final static String AUTH_KEY_AUDIT_TRANS = "A13_A01_A03";
 
+
+    @Autowired
+    private ACDWorkMonitor acdWorkMonitor;
+
+    @Autowired
+    private AgentReportRepository agentReportRes;
+
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
     @Autowired
     private AgentUserRepository agentUserRes;
 
@@ -246,7 +258,7 @@ public class AgentUserProxy {
             agentUserList.add(agentUser);
         }
 
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(logined.getOrgi());
+        SessionConfig sessionConfig = acdPolicyService.initSessionConfig(logined.getOrgi());
 
         view.addObject("sessionConfig", sessionConfig);
         if (sessionConfig.isOtherquickplay()) {
@@ -369,14 +381,18 @@ public class AgentUserProxy {
 
     }
 
+
     /**
      * 创建AgentUser
      *
-     * @param contact 联系人
-     * @param agent   坐席
+     * @param onlineUser
+     * @param contact
+     * @param agent
      * @param channel
-     * @param logined
+     * @param status
+     * @param creator
      * @return
+     * @throws CSKefuException
      */
     public AgentUser createAgentUserWithContactAndAgentAndChannelAndStatus(
             final OnlineUser onlineUser,
@@ -461,6 +477,42 @@ public class AgentUserProxy {
         return opt.get();
     }
 
+    /**
+     * 更新坐席当前服务中的用户状态
+     * #TODO 需要分布式锁
+     *
+     * @param agentStatus
+     * @param orgi
+     */
+    public synchronized void updateAgentStatus(AgentStatus agentStatus, String orgi) {
+        int users = cache.getInservAgentUsersSizeByAgentnoAndOrgi(agentStatus.getAgentno(), orgi);
+        agentStatus.setUsers(users);
+        agentStatus.setUpdatetime(new Date());
+        cache.putAgentStatusByOrgi(agentStatus, orgi);
+    }
+
+    /**
+     * 向所有坐席client通知坐席状态变化
+     *
+     * @param orgi
+     * @param worktype
+     * @param workresult
+     * @param dataid
+     */
+    public void broadcastAgentsStatus(final String orgi, final String worktype, final String workresult, final String dataid) {
+        /**
+         * 坐席状态改变，通知监测服务
+         */
+        AgentReport agentReport = acdWorkMonitor.getAgentReport(orgi);
+        agentReport.setOrgi(orgi);
+        agentReport.setWorktype(worktype);
+        agentReport.setWorkresult(workresult);
+        agentReport.setDataid(dataid);
+        agentReportRes.save(agentReport);
+        MainContext.getContext().getBean("agentNamespace", SocketIONamespace.class).getBroadcastOperations().sendEvent(
+                "status", agentReport);
+    }
+
     /**
      * 使用AgentUser查询
      *

contact-center/app/src/main/java/com/chatopera/cc/proxy/OnlineUserProxy.java

@@ -16,19 +16,14 @@
  */
 package com.chatopera.cc.proxy;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
-import com.chatopera.cc.basic.MainContext.ChannelType;
-import com.chatopera.cc.basic.MainContext.MessageType;
-import com.chatopera.cc.basic.MainContext.ReceiverType;
 import com.chatopera.cc.basic.MainUtils;
 import com.chatopera.cc.cache.Cache;
 import com.chatopera.cc.model.*;
 import com.chatopera.cc.persistence.es.ContactsRepository;
 import com.chatopera.cc.persistence.interfaces.DataExchangeInterface;
 import com.chatopera.cc.persistence.repository.*;
-import com.chatopera.cc.socketio.message.Message;
 import com.chatopera.cc.socketio.message.OtherMessageItem;
 import com.chatopera.cc.util.*;
 import com.fasterxml.jackson.databind.JavaType;
@@ -39,7 +34,6 @@ import org.slf4j.Logger;
 import org.slf4j.LoggerFactory;
 import org.springframework.data.domain.Page;
 import org.springframework.data.domain.PageRequest;
-import org.springframework.data.domain.Sort;
 import org.springframework.web.servlet.mvc.method.annotation.SseEmitter;
 
 import javax.servlet.http.Cookie;
@@ -62,19 +56,13 @@ public class OnlineUserProxy {
     private static UserRepository userRes;
     private static Cache cache;
     private static ConsultInviteRepository consultInviteRes;
-    private static InviteRecordRepository inviteRecordRes;
     private static OnlineUserHisRepository onlineUserHisRes;
     private static UserTraceRepository userTraceRes;
     private static OrgiSkillRelRepository orgiSkillRelRes;
-    private static AgentUserProxy agentUserProxy;
     private static AgentUserContactsRepository agentUserContactsRes;
     private static ContactsRepository contactsRes;
     private static UserProxy userProxy;
 
-    // Compare two onlineUser by createtime
-    public final static Comparator<OnlineUser> compareByCreateTime = (OnlineUser o1, OnlineUser o2) -> o1.getCreatetime().compareTo(
-            o2.getCreatetime());
-
     /**
      * @param id
      * @return
@@ -725,7 +713,7 @@ public class OnlineUserProxy {
     public static String getKeyword(String url) {
         Map<String, String[]> values = new HashMap<String, String[]>();
         try {
-            parseParameters(values, url, "UTF-8");
+            OnlineUserUtils.parseParameters(values, url, "UTF-8");
         } catch (UnsupportedEncodingException e) {
             e.printStackTrace();
         }
@@ -750,505 +738,6 @@ public class OnlineUserProxy {
         return source;
     }
 
-    /**
-     * 在访客启动聊天窗口后，建立访客和坐席的连接关系
-     * 1）在inMessage中如果绑定了坐席，就联系该坐席服务这个访客
-     * 2）在inMessage中如果没有绑定坐席，就寻找一个符合要求的坐席（比如技能组）
-     * 找不到坐席时进入排队，找到坐席通知双方加入会话
-     *
-     * @param agentUser 预连接的坐席人员
-     * @return
-     */
-    private static Optional<Message> dispatchAgentService(final AgentUser agentUser) {
-        Message result = new Message();
-        AgentService agentService = null;
-        result.setOrgi(agentUser.getOrgi());
-        result.setMessageType(MainContext.MessageType.STATUS.toString());
-        result.setAgentUser(agentUser);
-
-        /**
-         * 首先交由 IMR处理 MESSAGE指令 ， 如果当前用户是在 坐席对话列表中， 则直接推送给坐席，如果不在，则执行 IMR
-         */
-        if (agentUser != null && StringUtils.isNotBlank(agentUser.getStatus())) {
-            switch (MainContext.AgentUserStatusEnum.toValue(agentUser.getStatus())) {
-                case INQUENE:
-                    int queueIndex = AutomaticServiceDist.getQueueIndex(
-                            agentUser.getAgentno(), agentUser.getOrgi(),
-                            agentUser.getSkill());
-                    result.setMessage(
-                            AutomaticServiceDist.getQueneMessage(queueIndex, agentUser.getChannel(),
-                                                                 agentUser.getOrgi()));
-                    break;
-                case INSERVICE:
-                    // 该访客与坐席正在服务中，忽略新的连接
-                    logger.info(
-                            "[handler] agent user {} is in service, userid {}, agentno {}", agentUser.getId(),
-                            agentUser.getUserid(), agentUser.getAgentno());
-                    break;
-            }
-        } else if ((agentService = AutomaticServiceDist.allotAgent(
-                agentUser, agentUser.getOrgi())) != null) {
-            /**
-             * 找到空闲坐席，如果未找到坐席，则将该用户放入到 排队队列
-             */
-            switch (MainContext.AgentUserStatusEnum.toValue(agentService.getStatus())) {
-                case INSERVICE:
-                    result.setMessage(
-                            AutomaticServiceDist.getSuccessMessage(agentService, agentUser.getChannel(),
-                                                                   agentUser.getOrgi()));
-
-                    // TODO 判断 INSERVICE 时，agentService 对应的  agentUser
-                    logger.info("[handle] agent service: agentno {}", agentService.getAgentno());
-                    logger.info("[handle] agent service: agentuser id {}", agentService.getAgentuserid());
-                    logger.info(
-                            "[handle] agent service: user {}, channle {}", agentService.getUserid(),
-                            agentService.getChannel());
-                    logger.info("[handle] agent service: status {}, queue index {}", agentService.getStatus(),
-                                agentService.getQueneindex());
-
-                    if (StringUtils.isNotBlank(agentService.getAgentuserid())) {
-                        getAgentUserProxy().findOne(agentService.getAgentuserid()).ifPresent(p -> {
-                            result.setAgentUser(p);
-                        });
-                    }
-
-                    // TODO 如果是 INSERVICE 那么  agentService.getAgentuserid 就一定不能为空？
-//                            // TODO 此处需要考虑 agentService.getAgentuserid 为空的情况
-//                            // 那么什么情况下，agentService.getAgentuserid为空？
-//                            if (StringUtils.isNotBlank(agentService.getAgentuserid())) {
-//                                logger.info("[handle] set Agent User with agentUser Id {}", agentService.getAgentuserid());
-//                                getAgentUserProxy().findOne(agentService.getAgentuserid()).ifPresent(p -> {
-//                                    outMessage.setChannelMessage(p);
-//                                });
-//                            } else {
-//                                logger.info("[handle] agent user id is null.");
-//                            }
-                    break;
-                case INQUENE:
-                    if (agentService.getQueneindex() > 0) {
-                        // 当前有坐席，要排队
-                        result.setMessage(AutomaticServiceDist.getQueneMessage(
-                                agentService.getQueneindex(),
-                                agentUser.getChannel(),
-                                agentUser.getOrgi()));
-                    } else {
-                        // TODO 什么是否返回 noAgentMessage, 是否在是 INQUENE 时 getQueneindex == 0
-                        // 当前没有坐席，要留言
-                        result.setMessage(AutomaticServiceDist.getNoAgentMessage(
-                                agentService.getQueneindex(),
-                                agentUser.getChannel(),
-                                agentUser.getOrgi()));
-                    }
-                    break;
-                case END:
-                    logger.info("[handler] should not happen for new onlineUser service request.");
-                default:
-            }
-
-            result.setAgentService(agentService);
-        }
-
-        return Optional.ofNullable(result);
-    }
-
-    /**
-     * 为新增加的访客会话分配坐席和开启访客与坐席的对话
-     *
-     * @param onlineUserId
-     * @param nickname
-     * @param orgi
-     * @param session
-     * @param appid
-     * @param ip
-     * @param osname
-     * @param browser
-     * @param headimg
-     * @param ipdata
-     * @param channel
-     * @param skill
-     * @param agent
-     * @param title
-     * @param url
-     * @param traceid
-     * @param eventid
-     * @return
-     * @throws Exception
-     */
-    public static Message allocateAgentService(
-            final String onlineUserId,
-            final String nickname,
-            final String orgi,
-            final String session,
-            final String appid,
-            final String ip,
-            final String osname,
-            final String browser,
-            final String headimg,
-            final IP ipdata,
-            final String channel,
-            final String skill,
-            final String agent,
-            final String title,
-            final String url,
-            final String traceid,
-            final String eventid) {
-        logger.info(
-                "[allocateAgentService] user {}, appid {}, agent {}, skill {}, nickname {}", onlineUserId, appid,
-                agent,
-                skill,
-                nickname);
-        // 坐席服务请求，分配 坐席
-        final Message result = new Message();
-
-        /**
-         * NOTE AgentUser代表一次会话记录，在上一个会话结束，并且由坐席人员点击"清除"后，会从数据库中删除
-         * 此处查询到的，可能是之前的会话。其状态需要验证，所以不一定是由TA来服务本次会话。
-         */
-        AgentUser agentUser = getCache().findOneAgentUserByUserIdAndOrgi(onlineUserId, orgi).orElseGet(() -> {
-            /**
-             * NOTE 新创建的AgentUser不需要设置Status和Agentno
-             * 因为两个值在后面会检查，如果存在则不会申请新的Agent
-             */
-            AgentUser p = new AgentUser(
-                    onlineUserId,
-                    channel,
-                    onlineUserId,
-                    nickname,
-                    orgi,
-                    appid);
-            logger.info("[allocateAgentService] create new agent user id {}", p.getId());
-            return p;
-        });
-
-        logger.info("[allocateAgentService] resolve agent user id {}", agentUser.getId());
-
-        agentUser.setUsername(resolveAgentUsername(agentUser, nickname));
-
-        agentUser.setOsname(osname);
-        agentUser.setBrowser(browser);
-        agentUser.setAppid(appid);
-        agentUser.setSessionid(session);
-
-        if (ipdata != null) {
-            logger.info("[allocateAgentService] set IP data for agentUser {}", agentUser.getId());
-            agentUser.setCountry(ipdata.getCountry());
-            agentUser.setProvince(ipdata.getProvince());
-            agentUser.setCity(ipdata.getCity());
-            if (StringUtils.isNotBlank(ip)) {
-                agentUser.setRegion(ipdata.toString() + "[" + ip + "]");
-            } else {
-                agentUser.setRegion(ipdata.toString());
-            }
-        }
-
-        agentUser.setOwner(eventid);        // 智能IVR的 EventID
-        agentUser.setHeadimgurl(headimg);
-        agentUser.setStatus(null);          // 修改状态
-        agentUser.setTitle(title);
-        agentUser.setUrl(url);
-        agentUser.setTraceid(traceid);
-
-        /**
-         * 访客新上线的请求
-         */
-        /**
-         * 技能组 和 坐席
-         */
-        if (StringUtils.isNotBlank(skill)) {
-            // 绑定技能组
-            agentUser.setSkill(skill);
-        } else if (StringUtils.isNotBlank(agent)) {
-            // 绑定坐席
-            agentUser.setAgentno(agent);
-            agentUser.setAgentname(getUserRes().findOne(agent).getUname());
-        } else {
-            /**
-             * NOTE 处理和"邀请"的关联
-             * 要关联访客与发出邀请的坐席
-             * 当访客接受邀请后，让该坐席与之对话
-             * 方案是从数据库InviteRecord查询最近10条，然后时间降序匹配在线客服进行发送
-             */
-            // 根据邀请信息锁定目标坐席
-            // 从邀请信息中查看，是否有Agent
-            // 增加时间校验，如果这个邀请是很久之前的，就忽略
-            logger.info("[allocateAgentService] process invite events");
-            final Date threshold = new Date(System.currentTimeMillis() - Constants.WEBIM_AGENT_INVITE_TIMEOUT);
-            Page<InviteRecord> inviteRecords = getInviteRecordRes().findByUseridAndOrgiAndResultAndCreatetimeGreaterThan(
-                    onlineUserId,
-                    orgi,
-                    MainContext.OnlineUserInviteStatus.ACCEPT.toString(),
-                    threshold,
-                    new PageRequest(0, 10, Sort.Direction.DESC, "createtime"));
-            logger.info("[allocateAgentService] get inviteRecords size {}", inviteRecords.getContent().size());
-
-            for (final InviteRecord inviteRecord : inviteRecords.getContent()) {
-                // most recent invite
-                // 判断该坐席是否在线，就绪
-                // TODO 此处还需要限制技能组，即在有请求技能组的前提下，确认该坐席属于这个技能组
-                final AgentStatus as = cache.findOneAgentStatusByAgentnoAndOrig(
-                        inviteRecord.getAgentno(), inviteRecord.getOrgi());
-                if (as != null &&
-                        StringUtils.equals(MainContext.AgentStatusEnum.READY.toString(), as.getStatus()) &&
-                        (!as.isBusy())) { // 该坐席就绪且置闲
-                    logger.info(
-                            "[allocateAgentService] find an agent {} for user {} with InviteRecord {}",
-                            inviteRecord.getAgentno(), inviteRecord.getUserid(), inviteRecord.getId());
-                    agentUser.setAgentno(inviteRecord.getAgentno());
-                    agentUser.setAgentname(getUserRes().findOne(inviteRecord.getAgentno()).getUname());
-                    break;
-                }
-            }
-        }
-
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(orgi);
-        AgentReport report;
-        if (StringUtils.isNotBlank(skill)) {
-            report = AutomaticServiceDist.getAgentReport(skill, orgi);
-        } else {
-            report = AutomaticServiceDist.getAgentReport(orgi);
-        }
-
-        if (sessionConfig.isHourcheck() && !MainUtils.isInWorkingHours(sessionConfig.getWorkinghours())) {
-            result.setMessage(sessionConfig.getNotinwhmsg());
-        } else {
-            if (report.getAgents() == 0) {
-                result.setNoagent(true);
-            }
-            // 寻找或为绑定服务访客的坐席，建立双方通话
-            dispatchAgentService(agentUser).ifPresent(p -> {
-                result.setMessage(p.getMessage());
-                // 为新访客找到了服务坐席
-                result.setAgentService(p.getAgentService());
-                result.setChannelMessage(p.getAgentUser());
-                result.setAgentUser(p.getAgentUser());
-            });
-        }
-
-        return result;
-    }
-
-    /**
-     * 确定该访客的名字，优先级
-     * 1. 如果AgentUser username 与 nickName 不一致，则用 agentUser username
-     * 2. 如果AgentUser username 与 nickName 一致，则查找 AgentUserContact对应的联系人
-     * 2.1 如果联系人存在，则用联系人的名字
-     * 2.2 如果联系人不存在，则使用 nickName
-     *
-     * TODO 此处有一些问题：如果联系人更新了名字，那么么后面TA的会话用的还是旧的名字，
-     * 所以，在更新联系人名字的时候，也应更新其对应的AgentUser里面的名字
-     * @param agentUser
-     * @param nickname
-     * @return
-     */
-    private static String resolveAgentUsername(final AgentUser agentUser, final String nickname) {
-        if (!StringUtils.equals(agentUser.getUsername(), nickname)) {
-            return agentUser.getUsername();
-        }
-
-        // 查找会话联系人关联表
-        AgentUserContacts agentUserContact = getAgentUserContactsRes().findOneByUseridAndOrgi(
-                agentUser.getUserid(), agentUser.getOrgi()).orElse(null);
-        if (agentUserContact != null) {
-            Contacts contact = getContactsRes().findOneById(agentUserContact.getContactsid()).orElseGet(null);
-            if (contact != null) {
-                return contact.getName();
-            }
-        }
-
-        return nickname;
-    }
-
-    /**
-     * @param userid
-     * @param orgi
-     * @param session
-     * @param appid
-     * @param ip
-     * @param osname
-     * @param browser
-     * @param channel
-     * @param skill
-     * @param agent
-     * @param nickname
-     * @param title
-     * @param url
-     * @param traceid
-     * @param initiator
-     * @return
-     * @throws Exception
-     */
-
-    public static Message allocateAgentService(
-            String userid,
-            String orgi,
-            String session,
-            String appid,
-            String ip,
-            String osname,
-            String browser,
-            String channel,
-            String skill,
-            String agent,
-            String nickname,
-            String title,
-            String url,
-            String traceid,
-            String initiator) {
-        IP ipdata = null;
-        if (StringUtils.isNotBlank(ip)) {
-            ipdata = IPTools.getInstance().findGeography(ip);
-            logger.info("[allocateAgentService] find ipdata {}", ipdata.toString());
-        } else {
-            logger.info("[allocateAgentService] no IP present");
-        }
-
-        if (StringUtils.isBlank(nickname)) {
-            logger.info("[allocateAgentService] reset nickname as it does not present.");
-            nickname = "Guest_" + userid;
-        }
-
-        return allocateAgentService(
-                userid, nickname, orgi, session, appid, ip, osname, browser, "", ipdata, channel, skill, agent, title,
-                url, traceid, session);
-    }
-
-    /**
-     * Create agentuser object for Wechat Channel
-     *
-     * @param openid
-     * @param nickname
-     * @param orgi
-     * @param session
-     * @param appid
-     * @param headimg
-     * @param country
-     * @param province
-     * @param city
-     * @param channel
-     * @param skill
-     * @param agent
-     * @param initiator
-     * @return
-     * @throws Exception
-     */
-    public static Message allocateAgentService(
-            String openid,
-            String nickname,
-            String orgi,
-            String session,
-            String appid,
-            String headimg,
-            String country,
-            String province,
-            String city,
-            String channel,
-            String skill,
-            String agent,
-            String initiator) throws Exception {
-        IP ipdata = new IP();
-        ipdata.setCountry(country);
-        ipdata.setProvince(province);
-        ipdata.setCity(city);
-        return allocateAgentService(
-                openid, nickname, orgi, session, appid, null, null, null, headimg, ipdata, channel, skill, agent, null,
-                null, null, session);
-    }
-
-    public static void parseParameters(
-            Map<String, String[]> map, String data,
-            String encoding) throws UnsupportedEncodingException {
-        if ((data == null) || (data.length() <= 0)) {
-            return;
-        }
-
-        byte[] bytes = null;
-        try {
-            if (encoding == null) {
-                bytes = data.getBytes();
-            } else {
-                bytes = data.getBytes(encoding);
-            }
-
-        } catch (UnsupportedEncodingException uee) {
-        }
-        parseParameters(map, bytes, encoding);
-    }
-
-    public static void parseParameters(
-            Map<String, String[]> map, byte[] data,
-            String encoding) throws UnsupportedEncodingException {
-        if ((data != null) && (data.length > 0)) {
-            int ix = 0;
-            int ox = 0;
-            String key = null;
-            String value = null;
-            while (ix < data.length) {
-                byte c = data[(ix++)];
-                switch ((char) c) {
-                    case '&':
-                        value = new String(data, 0, ox, encoding);
-                        if (key != null) {
-                            putMapEntry(map, key, value);
-                            key = null;
-                        }
-                        ox = 0;
-                        break;
-                    case '=':
-                        if (key == null) {
-                            key = new String(data, 0, ox, encoding);
-                            ox = 0;
-                        } else {
-                            data[(ox++)] = c;
-                        }
-                        break;
-                    case '+':
-                        data[(ox++)] = 32;
-                        break;
-                    case '%':
-                        data[(ox++)] = (byte) ((convertHexDigit(data[(ix++)]) << 4) + convertHexDigit(data[(ix++)]));
-
-                        break;
-                    default:
-                        data[(ox++)] = c;
-                }
-            }
-
-            if (key != null) {
-                value = new String(data, 0, ox, encoding);
-                putMapEntry(map, key, value);
-            }
-        }
-    }
-
-    private static void putMapEntry(
-            Map<String, String[]> map, String name,
-            String value) {
-        String[] newValues = null;
-        String[] oldValues = (String[]) (String[]) map.get(name);
-        if (oldValues == null) {
-            newValues = new String[1];
-            newValues[0] = value;
-        } else {
-            newValues = new String[oldValues.length + 1];
-            System.arraycopy(oldValues, 0, newValues, 0, oldValues.length);
-            newValues[oldValues.length] = value;
-        }
-        map.put(name, newValues);
-    }
-
-    private static byte convertHexDigit(byte b) {
-        if ((b >= 48) && (b <= 57)) {
-            return (byte) (b - 48);
-        }
-        if ((b >= 97) && (b <= 102)) {
-            return (byte) (b - 97 + 10);
-        }
-        if ((b >= 65) && (b <= 70)) {
-            return (byte) (b - 65 + 10);
-        }
-        return 0;
-    }
-
     /**
      * 发送邀请
      *
@@ -1357,7 +846,8 @@ public class OnlineUserProxy {
     public static List<OtherMessageItem> search(String q, String orgi, User user) throws IOException, TemplateException {
         List<OtherMessageItem> otherMessageItemList = null;
         String param = "";
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(orgi);
+        SessionConfig sessionConfig = MainContext.getACDServiceRouter().getAcdPolicyService().initSessionConfig(
+                orgi);
         if (StringUtils.isNotBlank(sessionConfig.getOqrsearchurl())) {
             Template templet = MainUtils.getTemplate(sessionConfig.getOqrsearchinput());
             Map<String, Object> values = new HashMap<String, Object>();
@@ -1416,7 +906,8 @@ public class OnlineUserProxy {
     public static OtherMessageItem detail(String id, String orgi, User user) throws IOException, TemplateException {
         OtherMessageItem otherMessageItem = null;
         String param = "";
-        SessionConfig sessionConfig = AutomaticServiceDist.initSessionConfig(orgi);
+        SessionConfig sessionConfig = MainContext.getACDServiceRouter().getAcdPolicyService().initSessionConfig(
+                orgi);
         if (StringUtils.isNotBlank(sessionConfig.getOqrdetailinput())) {
             Template templet = MainUtils.getTemplate(sessionConfig.getOqrdetailinput());
             Map<String, Object> values = new HashMap<String, Object>();
@@ -1510,13 +1001,6 @@ public class OnlineUserProxy {
         return cache;
     }
 
-    private static AgentUserProxy getAgentUserProxy() {
-        if (agentUserProxy == null) {
-            agentUserProxy = MainContext.getContext().getBean(AgentUserProxy.class);
-        }
-        return agentUserProxy;
-    }
-
     private static ConsultInviteRepository getConsultInviteRes() {
         if (consultInviteRes == null) {
             consultInviteRes = MainContext.getContext().getBean(ConsultInviteRepository.class);
@@ -1524,13 +1008,6 @@ public class OnlineUserProxy {
         return consultInviteRes;
     }
 
-    private static InviteRecordRepository getInviteRecordRes() {
-        if (inviteRecordRes == null) {
-            inviteRecordRes = MainContext.getContext().getBean(InviteRecordRepository.class);
-        }
-        return inviteRecordRes;
-    }
-
     private static OnlineUserHisRepository getOnlineUserHisRes() {
         if (onlineUserHisRes == null) {
             onlineUserHisRes = MainContext.getContext().getBean(OnlineUserHisRepository.class);

contact-center/app/src/main/java/com/chatopera/cc/schedule/WebIMTask.java

@@ -15,7 +15,8 @@
  */
 package com.chatopera.cc.schedule;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
+import com.chatopera.cc.acd.ACDPolicyService;
+import com.chatopera.cc.acd.ACDServiceRouter;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
@@ -42,7 +43,6 @@ import org.springframework.scheduling.annotation.Scheduled;
 import java.util.ArrayList;
 import java.util.Date;
 import java.util.List;
-import java.util.Map;
 
 @Configuration
 @EnableScheduling
@@ -50,6 +50,12 @@ public class WebIMTask {
 
     private final static Logger logger = LoggerFactory.getLogger(WebIMTask.class);
 
+    @Autowired
+    private ACDPolicyService acdPolicyService;
+
+    @Autowired
+    private ACDServiceRouter acdServiceRouter;
+
     @Autowired
     private AgentUserTaskRepository agentUserTaskRes;
 
@@ -70,7 +76,7 @@ public class WebIMTask {
 
     @Scheduled(fixedDelay = 5000, initialDelay = 20000) // 处理超时消息，每5秒执行一次
     public void task() {
-        final List<SessionConfig> sessionConfigList = AutomaticServiceDist.initSessionConfigList();
+        final List<SessionConfig> sessionConfigList = acdPolicyService.initSessionConfigList();
         if (sessionConfigList != null && sessionConfigList.size() > 0 && MainContext.getContext() != null) {
             for (final SessionConfig sessionConfig : sessionConfigList) {
                 if (sessionConfig.isSessiontimeout()) {        //设置了启用 超时提醒
@@ -104,7 +110,7 @@ public class WebIMTask {
                                             sessionConfig.getServicename(),
                                             p, agentStatus, task);
                                     try {
-                                        AutomaticServiceDist.serviceFinish(p, task.getOrgi());
+                                        acdServiceRouter.serviceFinish(p, task.getOrgi());
                                     } catch (Exception e) {
                                         logger.warn("[task] exception: ", e);
                                     }
@@ -130,7 +136,7 @@ public class WebIMTask {
                                         sessionConfig, sessionConfig.getRetimeoutmsg(), agentStatus.getUsername(),
                                         p, agentStatus, task);
                                 try {
-                                    AutomaticServiceDist.serviceFinish(p, task.getOrgi());
+                                    acdServiceRouter.serviceFinish(p, task.getOrgi());
                                 } catch (Exception e) {
                                     logger.warn("[task] exception: ", e);
                                 }
@@ -152,7 +158,7 @@ public class WebIMTask {
                                     sessionConfig, sessionConfig.getQuenetimeoutmsg(), sessionConfig.getServicename(),
                                     p, null, task);
                             try {
-                                AutomaticServiceDist.serviceFinish(p, task.getOrgi());
+                                acdServiceRouter.serviceFinish(p, task.getOrgi());
                             } catch (Exception e) {
                                 logger.warn("[task] exception: ", e);
                             }
@@ -165,11 +171,11 @@ public class WebIMTask {
 
     @Scheduled(fixedDelay = 5000, initialDelay = 20000) // 每5秒执行一次
     public void agent() {
-        List<SessionConfig> sessionConfigList = AutomaticServiceDist.initSessionConfigList();
+        List<SessionConfig> sessionConfigList = acdPolicyService.initSessionConfigList();
         if (sessionConfigList != null && sessionConfigList.size() > 0) {
             for (final SessionConfig sessionConfig : sessionConfigList) {
                 // ? 为什么还要重新取一次？
-//                sessionConfig = AutomaticServiceDist.initSessionConfig(sessionConfig.getOrgi());
+//                sessionConfig = automaticServiceDist.initSessionConfig(sessionConfig.getOrgi());
                 if (sessionConfig != null && MainContext.getContext() != null && sessionConfig.isAgentreplaytimeout()) {
                     List<AgentUserTask> agentUserTask = agentUserTaskRes.findByLastgetmessageLessThanAndStatusAndOrgi(
                             MainUtils.getLastTime(sessionConfig.getAgenttimeout()),

contact-center/app/src/main/java/com/chatopera/cc/socketio/handler/IMEventHandler.java

@@ -16,14 +16,12 @@
  */
 package com.chatopera.cc.socketio.handler;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
 import com.chatopera.cc.basic.MainContext;
-import com.chatopera.cc.basic.MainContext.ReceiverType;
-import com.chatopera.cc.basic.MainContext.MessageType;
-import com.chatopera.cc.basic.MainContext.ChannelType;
 import com.chatopera.cc.basic.MainContext.CallType;
+import com.chatopera.cc.basic.MainContext.ChannelType;
+import com.chatopera.cc.basic.MainContext.MessageType;
+import com.chatopera.cc.basic.MainContext.ReceiverType;
 import com.chatopera.cc.basic.MainUtils;
-import com.chatopera.cc.model.AgentService;
 import com.chatopera.cc.model.Contacts;
 import com.chatopera.cc.model.CousultInvite;
 import com.chatopera.cc.persistence.repository.AgentServiceRepository;
@@ -35,6 +33,8 @@ import com.chatopera.cc.socketio.message.ChatMessage;
 import com.chatopera.cc.socketio.message.Message;
 import com.chatopera.cc.socketio.util.HumanUtils;
 import com.chatopera.cc.socketio.util.IMServiceUtils;
+import com.chatopera.cc.util.IP;
+import com.chatopera.cc.util.IPTools;
 import com.corundumstudio.socketio.AckRequest;
 import com.corundumstudio.socketio.SocketIOClient;
 import com.corundumstudio.socketio.SocketIOServer;
@@ -47,7 +47,6 @@ import org.slf4j.LoggerFactory;
 
 import java.net.InetSocketAddress;
 import java.util.Date;
-import java.util.List;
 
 public class IMEventHandler {
     private final static Logger logger = LoggerFactory.getLogger(IMEventHandler.class);
@@ -71,27 +70,40 @@ public class IMEventHandler {
             final String user = client.getHandshakeData().getSingleUrlParam("userid");
             final String orgi = client.getHandshakeData().getSingleUrlParam("orgi");
             final String session = MainUtils.getContextID(client.getHandshakeData().getSingleUrlParam("session"));
+            // 渠道标识
             final String appid = client.getHandshakeData().getSingleUrlParam("appid");
+            // 要求目标坐席服务
             final String agent = client.getHandshakeData().getSingleUrlParam("agent");
+            // 要求目标技能组服务
             final String skill = client.getHandshakeData().getSingleUrlParam("skill");
+            // 是否是邀请后加入会话
+            final boolean isInvite = StringUtils.equalsIgnoreCase(
+                    client.getHandshakeData().getSingleUrlParam("isInvite"), "true");
 
             final String title = client.getHandshakeData().getSingleUrlParam("title");
             final String url = client.getHandshakeData().getSingleUrlParam("url");
             final String traceid = client.getHandshakeData().getSingleUrlParam("traceid");
 
-            final String nickname = client.getHandshakeData().getSingleUrlParam("nickname");
+            String nickname = client.getHandshakeData().getSingleUrlParam("nickname");
 
             final String osname = client.getHandshakeData().getSingleUrlParam("osname");
             final String browser = client.getHandshakeData().getSingleUrlParam("browser");
 
             logger.info(
-                    "[onConnect] user {}, orgi {}, session {}, appid {}, agent {}, skill {}, title {}, url {}, traceid {}, nickname {}",
-                    user, orgi, session, appid, agent, skill, title, url, traceid, nickname);
+                    "[onConnect] user {}, orgi {}, session {}, appid {}, agent {}, skill {}, title {}, url {}, traceid {}, nickname {}, isInvite {}",
+                    user, orgi, session, appid, agent, skill, title, url, traceid, nickname, isInvite);
 
             // save connection info
             client.set("session", session);
             client.set("userid", user);
             client.set("appid", appid);
+            client.set("isInvite", isInvite);
+
+            // 保证传入的Nickname不是null
+            if (StringUtils.isBlank(nickname)) {
+                logger.info("[onConnect] reset nickname as it does not present.");
+                nickname = "Guest_" + user;
+            }
 
             if (StringUtils.isNotBlank(user)) {
                 InetSocketAddress address = (InetSocketAddress) client.getRemoteAddress();
@@ -107,26 +119,35 @@ public class IMEventHandler {
                  */
                 IMServiceUtils.shiftOpsType(user, orgi, MainContext.OptType.HUMAN);
 
+                IP ipdata = null;
+                if ((StringUtils.isNotBlank(ip))) {
+                    ipdata = IPTools.getInstance().findGeography(ip);
+                }
+
                 /**
                  * 用户进入到对话连接 ， 排队用户请求 , 如果返回失败，
                  * 表示当前坐席全忙，用户进入排队状态，当前提示信息 显示 当前排队的队列位置，
                  * 不可进行对话，用户发送的消息作为留言处理
                  */
-                Message agentServiceMessage = OnlineUserProxy.allocateAgentService(
+                Message agentServiceMessage = MainContext.getACDServiceRouter().allocateAgentService(
                         user,
+                        nickname,
                         orgi,
                         session,
                         appid,
                         ip,
                         osname,
                         browser,
+                        "",
+                        ipdata,
                         MainContext.ChannelType.WEBIM.toString(),
                         skill,
                         agent,
-                        nickname,
                         title,
                         url,
                         traceid,
+                        user,
+                        isInvite,
                         MainContext.ChatInitiatorType.USER.toString());
 
                 if (agentServiceMessage != null && StringUtils.isNotBlank(
@@ -190,7 +211,7 @@ public class IMEventHandler {
                  * 用户主动断开服务
                  */
                 MainContext.getCache().findOneAgentUserByUserIdAndOrgi(user, orgi).ifPresent(p -> {
-                    AutomaticServiceDist.serviceFinish(p
+                    MainContext.getACDServiceRouter().serviceFinish(p
                             , orgi);
                 });
             } catch (Exception e) {

contact-center/app/src/main/java/com/chatopera/cc/socketio/message/Message.java

@@ -18,6 +18,7 @@
 package com.chatopera.cc.socketio.message;
 
 import com.chatopera.cc.model.*;
+import com.chatopera.compose4j.AbstractContext;
 
 import java.io.Serializable;
 import java.util.List;
@@ -25,7 +26,7 @@ import java.util.List;
 /**
  * 发送消息的高级封装
  */
-public class Message implements java.io.Serializable {
+public class Message extends AbstractContext {
 
     public String id;
     private String orgi;                   // 租户

contact-center/app/src/main/java/com/chatopera/cc/util/OnlineUserUtils.java

@@ -0,0 +1,77 @@
+package com.chatopera.cc.util;
+
+import com.chatopera.cc.basic.MainUtils;
+
+import java.io.UnsupportedEncodingException;
+import java.util.Map;
+
+public class OnlineUserUtils {
+
+    public static void parseParameters(
+            Map<String, String[]> map, String data,
+            String encoding) throws UnsupportedEncodingException {
+        if ((data == null) || (data.length() <= 0)) {
+            return;
+        }
+
+        byte[] bytes = null;
+        try {
+            if (encoding == null) {
+                bytes = data.getBytes();
+            } else {
+                bytes = data.getBytes(encoding);
+            }
+
+        } catch (UnsupportedEncodingException uee) {
+        }
+        parseParameters(map, bytes, encoding);
+    }
+
+
+    public static void parseParameters(
+            Map<String, String[]> map, byte[] data,
+            String encoding) throws UnsupportedEncodingException {
+        if ((data != null) && (data.length > 0)) {
+            int ix = 0;
+            int ox = 0;
+            String key = null;
+            String value = null;
+            while (ix < data.length) {
+                byte c = data[(ix++)];
+                switch ((char) c) {
+                    case '&':
+                        value = new String(data, 0, ox, encoding);
+                        if (key != null) {
+                            MainUtils.putMapEntry(map, key, value);
+                            key = null;
+                        }
+                        ox = 0;
+                        break;
+                    case '=':
+                        if (key == null) {
+                            key = new String(data, 0, ox, encoding);
+                            ox = 0;
+                        } else {
+                            data[(ox++)] = c;
+                        }
+                        break;
+                    case '+':
+                        data[(ox++)] = 32;
+                        break;
+                    case '%':
+                        data[(ox++)] = (byte) ((MainUtils.convertHexDigit(
+                                data[(ix++)]) << 4) + MainUtils.convertHexDigit(data[(ix++)]));
+
+                        break;
+                    default:
+                        data[(ox++)] = c;
+                }
+            }
+
+            if (key != null) {
+                value = new String(data, 0, ox, encoding);
+                MainUtils.putMapEntry(map, key, value);
+            }
+        }
+    }
+}

contact-center/app/src/main/resources/templates/apps/im/index.html

@@ -563,7 +563,7 @@
 	var hostname = location.hostname ;
     var protocol = window.location.protocol.replace(/:/g,'');
 	var username = encodeURIComponent("${username}");
-	var socket = io(protocol + '://'+hostname+':${port}/im/user?userid=${userid!''}&orgi=${orgi!''}&session=${sessionid!''}&appid=${appid!''}&osname=${(osname!'')?url}&browser=${(browser!'')?url}<#if skill??>&skill=${skill}</#if><#if username??>&nickname='+username+'</#if><#if agent??>&agent=${agent}</#if><#if title??>&title=${title?url}</#if><#if traceid??>&url=${url?url}</#if><#if traceid??>&traceid=${traceid}</#if>', {transports: ['websocket', 'polling']});
+	var socket = io(protocol + '://'+hostname+':${port}/im/user?userid=${userid!''}&orgi=${orgi!''}&session=${sessionid!''}&appid=${appid!''}&osname=${(osname!'')?url}&browser=${(browser!'')?url}<#if skill??>&skill=${skill}</#if><#if username??>&nickname='+username+'</#if><#if agent??>&agent=${agent}</#if><#if title??>&title=${title?url}</#if><#if traceid??>&url=${url?url}</#if><#if traceid??>&traceid=${traceid}</#if><#if isInvite??>&isInvite=${isInvite}</#if>', {transports: ['websocket', 'polling']});
 	
 	console.log('connect debug', protocol, hostname);
 

contact-center/app/src/main/resources/templates/apps/im/point.html

@@ -146,6 +146,7 @@ location.reload();
 var protocol = window.location.protocol.replace(/:/g,'');
 <!--var protocol = "$!''}"-->
 var cskefu = {
+	service: {agentno: null},
 	time : new Date().getTime(),
 	in: protocol + "://${hostname!''}<#if port?? && port != 80>:${port!''}</#if>/im/${appid!''}/userlist.html?appid=${appid!''}<#if aiid??>&aiid=${aiid}</#if>&orgi=${orgi!''}&client=${client}" ,
 	url: protocol + "://${hostname!''}<#if port?? && port != 80>:${port!''}</#if>/im/online?appid=${appid!''}&orgi=${orgi!''}<#if aiid??>&aiid=${aiid}</#if>&client=${client}" ,
@@ -176,13 +177,15 @@ var cskefu = {
 			if (xhr.readyState == 4) {
 				var status = xhr.status;
 				if (status >= 200 && status < 300) {
-					var event = xhr.responseText ;
+					var event = xhr.responseText;
 					if(event && event.indexOf('invite') >= 0){
-						cskefu.writeinvite() ;
+						var agentno = event.substring(event.lastIndexOf(":") + 1).trim();
+						cskefu.service.agentno = agentno;
+						cskefu.writeinvite();
 					}else if(event && event.indexOf('refuse') >= 0){
 						cskefu.refuseInvite() ;
 					}else if(event && event.indexOf('accept') >= 0){
-						cskefu.acceptInvite() ;
+						cskefu.acceptInvite();
 					}
 					if(success){
 						success(event);
@@ -281,7 +284,7 @@ var cskefu = {
 						"</div></div></#if>" ;
 <#if webimexist == true >
 		append(document.body, '<div class="ukefu-im-point" id="ukefu-point" style="display:none;z-index:100000;font-family:14px \5FAE\8F6F\96C5\9ED1,Helvetica Neue,Helvetica,PingFang SC,Tahoma,Arial,sans-serif;position: fixed;${position};<#if inviteData?? && inviteData.skill == true && inviteData.consult_skill_fixed == false>cursor:default;<#else>cursor: pointer;</#if>">	<div class="ukefu-point-theme${inviteData.consult_vsitorbtn_model!'1'} ukefu-theme-color theme1" style="${style}${theme}" id="ukefu-point-theme"><div class="ukefu-im-point-text" id="ukefu-im-point-text" style="cursor: pointer;${text};line-height: 23px;font-size: 15px;text-align: center;margin: 0 auto;"><i style="width:24px;height:24px;display: inline-block;font: normal normal normal 14px/1 FontAwesome;font-size: inherit;text-rendering: auto;-webkit-font-smoothing: antialiased;background-image:url(data:image/png;base64,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);"></i><br>${(inviteData.consult_vsitorbtn_content!'在线客服')?no_esc}</div></div><#if inviteData?? && inviteData.skill == true && inviteData.consult_skill_fixed == false>'+skillHtml+'</#if></div>');
-		append(document.body, "<div class='ukefu-im-preview' id='ukefu-invite-dialog' style='z-index: 2147483648;display:none;height:177px;position: fixed;z-index:10000;<#if phone?? && phone == true>bottom:0px;width:100%;<#else>top:"+top+";width: 420px;left:"+left+";</#if>border-radius: 2px;padding: 0px;overflow: hidden;margin: 0px;${invitetheme!''}'>	<div id='ukefu-cousult-invite-dialog' class='ukefu-im-preview-bar ukefu-cousult-invite-dialog ukefu-theme-color theme1' style='padding:0px;height:100%;width:100%;background-size: cover;background:url(${schema!'http'}://${hostname!''}<#if port?? && port != 80>:${port!''}</#if>/res/image.html?id=${inviteData.consult_invite_bg}) no-repeat'><a href='javascript:void(0)' onclick='cskefu.refuseInvite();'><span style='float: right;width: 20px;height: 20px;color: #ffffff;font-size: 20px;' >×</span></a><div class='ukefu-consult-body' id='ukefu_consult_body' style='width:100%;height:100%;'><div class='ukefu-cousult-invite-content' id='ukefu-cousult-invite-content' style='color: #FFFFFF;width: 70%;height: 70px;line-height: 35px;font-size: 13pt;font-weight: 200;word-wrap: break-word;word-break: break-all;position: absolute;top: 30px;left: 25%;'>${inviteData.consult_invite_content!'欢迎来到本网站，请问有什么可以帮您？'}</div></div><div class='ukefu-cousult-invite-btn' style='position: absolute;bottom: 0px;right: 0px;margin: 0px 10px 10px 0px;'><button class='theme1' id='invite-btn' style='border-color:#FFFFFF !important;color:#FFFFFF;display: inline-block;height: 38px;line-height: 38px;padding: 0 18px;background-color: #009688;color: #fff;white-space: nowrap;text-align: center;font-size: 14px;margin-right:10px;border: none;border-radius: 2px;cursor: pointer;opacity: .9;filter: alpha(opacity=90);${invitetheme!''}border:1px solid #FFFFFF;' onclick='cskefu.refuseInvite();' ><#if inviteData.consult_invite_later?? && inviteData.consult_invite_later != ''>${inviteData.consult_invite_later}<#else>稍后再说</#if></button><button class='' style='display: inline-block;height: 38px;line-height: 38px;padding: 0 18px;background-color: #009688;color: #fff;white-space: nowrap;text-align: center;font-size: 14px;border: none;border-radius: 2px;cursor: pointer;opacity: .9;filter: alpha(opacity=90);background-color:#FFFFFF;color:#333333;' onclick='cskefu.openChatDialog();'><#if inviteData.consult_invite_accept?? && inviteData.consult_invite_accept!=''>${inviteData.consult_invite_accept}<#else>现在咨询</#if></button></div></div></div>");
+		append(document.body, "<div class='ukefu-im-preview' id='ukefu-invite-dialog' style='z-index: 2147483648;display:none;height:177px;position: fixed;z-index:10000;<#if phone?? && phone == true>bottom:0px;width:100%;<#else>top:"+top+";width: 420px;left:"+left+";</#if>border-radius: 2px;padding: 0px;overflow: hidden;margin: 0px;${invitetheme!''}'>	<div id='ukefu-cousult-invite-dialog' class='ukefu-im-preview-bar ukefu-cousult-invite-dialog ukefu-theme-color theme1' style='padding:0px;height:100%;width:100%;background-size: cover;background:url(${schema!'http'}://${hostname!''}<#if port?? && port != 80>:${port!''}</#if>/res/image.html?id=${inviteData.consult_invite_bg}) no-repeat'><a href='javascript:void(0)' onclick='cskefu.refuseInvite();'><span style='float: right;width: 20px;height: 20px;color: #ffffff;font-size: 20px;' >×</span></a><div class='ukefu-consult-body' id='ukefu_consult_body' style='width:100%;height:100%;'><div class='ukefu-cousult-invite-content' id='ukefu-cousult-invite-content' style='color: #FFFFFF;width: 70%;height: 70px;line-height: 35px;font-size: 13pt;font-weight: 200;word-wrap: break-word;word-break: break-all;position: absolute;top: 30px;left: 25%;'>${inviteData.consult_invite_content!'欢迎来到本网站，请问有什么可以帮您？'}</div></div><div class='ukefu-cousult-invite-btn' style='position: absolute;bottom: 0px;right: 0px;margin: 0px 10px 10px 0px;'><button class='theme1' id='invite-btn' style='border-color:#FFFFFF !important;color:#FFFFFF;display: inline-block;height: 38px;line-height: 38px;padding: 0 18px;background-color: #009688;color: #fff;white-space: nowrap;text-align: center;font-size: 14px;margin-right:10px;border: none;border-radius: 2px;cursor: pointer;opacity: .9;filter: alpha(opacity=90);${invitetheme!''}border:1px solid #FFFFFF;' onclick='cskefu.refuseInvite();' ><#if inviteData.consult_invite_later?? && inviteData.consult_invite_later != ''>${inviteData.consult_invite_later}<#else>稍后再说</#if></button><button class='' style='display: inline-block;height: 38px;line-height: 38px;padding: 0 18px;background-color: #009688;color: #fff;white-space: nowrap;text-align: center;font-size: 14px;border: none;border-radius: 2px;cursor: pointer;opacity: .9;filter: alpha(opacity=90);background-color:#FFFFFF;color:#333333;' onclick='openInviteChatDialog();'><#if inviteData.consult_invite_accept?? && inviteData.consult_invite_accept!=''>${inviteData.consult_invite_accept}<#else>现在咨询</#if></button></div></div></div>");
 </#if>
 		<#if inviteData?? && inviteData.skill == true && inviteData.consult_skill_fixed == false>
 			document.getElementById("ukefu-im-point-text").onclick=function(){
@@ -419,9 +422,17 @@ document.getElementById("ukefu-point").style.display = "block" ;
 
 }
 
-function openAgentChatDialog(url){
-	return cskefu.openChatDialogWithURL(url) ;
+// 邀请聊天
+function openInviteChatDialog(){
+    var url = cskefu.chat + "&agent=" + cskefu.service.agentno + "&isInvite=true";
+	return cskefu.openChatDialogWithURL(url);
 }
+
+// 技能组或坐席聊天
+function openAgentChatDialog(url){
+	return cskefu.openChatDialogWithURL(url);
+}
+
 Fingerprint2.get({}, function(components){
     var glue = components.map(function (component) { return component.value })
 	cskefuOnlineUserId =  Fingerprint2.x64hash128(glue.join(''), 31)

contact-center/app/src/test/java/com/chatopera/cc/acd/ACDComposeContextTest.java

@@ -0,0 +1,32 @@
+package com.chatopera.cc.acd;
+
+import com.chatopera.cc.model.AgentUser;
+import junit.framework.Test;
+import junit.framework.TestCase;
+import junit.framework.TestSuite;
+import org.slf4j.Logger;
+import org.slf4j.LoggerFactory;
+
+public class ACDComposeContextTest extends TestCase {
+
+    private final static Logger logger = LoggerFactory.getLogger(ACDComposeContextTest.class);
+
+    public ACDComposeContextTest(String testName) {
+        super(testName);
+    }
+
+    /**
+     * @return the suite of tests being tested
+     */
+    public static Test suite() {
+        return new TestSuite(ACDComposeContextTest.class);
+    }
+
+    public void testSetAndGet(){
+        ACDComposeContext ctx = new ACDComposeContext();
+        ctx.setAgentUser(new AgentUser());
+        ctx.getAgentUser().setOrgi("foo");
+        assertEquals(ctx.getAgentUser().getOrgi(), "foo");
+    }
+
+}

contact-center/app/src/test/java/com/chatopera/cc/basic/MainContextTest.java

@@ -43,4 +43,5 @@ public class MainContextTest extends TestCase {
         assertEquals(MainContext.ChannelType.WEBIM.toString(), "webim");
         assertEquals(MainContext.ChannelType.toValue("webim"), MainContext.ChannelType.WEBIM);
     }
+
 }

docker-compose.yml

@@ -18,7 +18,7 @@ services:
     restart: always
     ports:
       - "${CC_WEB_PORT:-8035}:8035"
-      - "${CC_SOCKET_PORT:-8036}:8036"
+      - "8036:8036"
     volumes:
       - ./contact-center/data:/data
       - ./contact-center/logs:/logs

public/plugins/chatbot/classes/ChatbotEventHandler.java

@@ -15,7 +15,6 @@
  */
 package com.chatopera.cc.plugins.chatbot;
 
-import com.chatopera.cc.acd.AutomaticServiceDist;
 import com.chatopera.cc.basic.Constants;
 import com.chatopera.cc.basic.MainContext;
 import com.chatopera.cc.basic.MainUtils;
@@ -209,7 +208,7 @@ public class ChatbotEventHandler {
                 agentUser.setCity(onlineUser.getCity());
                 agentUser.setProvince(onlineUser.getProvince());
                 agentUser.setCountry(onlineUser.getCountry());
-                AgentService agentService = AutomaticServiceDist.processChatbotService(
+                AgentService agentService = MainContext.getACDServiceRouter().getAcdChatbotService().processChatbotService(
                         invite != null ? invite.getAiname() : "机器人客服", agentUser, orgi);
                 agentUser.setAgentserviceid(agentService.getId());
 
@@ -236,7 +235,7 @@ public class ChatbotEventHandler {
             OnlineUser onlineUser = MainContext.getCache().findOneOnlineUserByUserIdAndOrgi(user, orgi);
 
             MainContext.getCache().findOneAgentUserByUserIdAndOrgi(user, orgi).ifPresent(p -> {
-                AutomaticServiceDist.processChatbotService(null, p, orgi);
+                MainContext.getACDServiceRouter().getAcdChatbotService().processChatbotService(null, p, orgi);
 
                 MainContext.getCache().deleteAgentUserByUserIdAndOrgi(user, orgi);
                 MainContext.getCache().deleteOnlineUserByIdAndOrgi(user, orgi);
@@ -271,7 +270,9 @@ public class ChatbotEventHandler {
         String user = client.get("userid");
         String sessionid = client.get("session");
         String appid = client.get("appid");
-        logger.info("[onEvent]  message: session {}, aiid {}, userid {}, dataType {}, appid {}, orgi {}", sessionid, aiid, user, data.getType(), appid, orgi);
+        logger.info(
+                "[onEvent]  message: session {}, aiid {}, userid {}, dataType {}, appid {}, orgi {}", sessionid, aiid,
+                user, data.getType(), appid, orgi);
 
         // ignore event if dataType is not message.
         if (!StringUtils.equals(data.getType(), Constants.IM_MESSAGE_TYPE_MESSAGE)) {

scripts/plugins.install.all.sh

@@ -0,0 +1,20 @@
+#! /bin/bash 
+###########################################
+#
+###########################################
+
+# constants
+baseDir=$(cd `dirname "$0"`;pwd)
+# functions
+
+# main 
+[ -z "${BASH_SOURCE[0]}" -o "${BASH_SOURCE[0]}" = "$0" ] || return
+cd $baseDir/..
+
+if [ -d ./private/plugins ]; then
+    ./private/plugins/scripts/install-all.sh
+fi
+
+if [ -d ./public/plugins ]; then
+    ./public/plugins/scripts/install-all.sh 
+fi

scripts/plugins.uninstall.all.sh

@@ -0,0 +1,20 @@
+#! /bin/bash 
+###########################################
+#
+###########################################
+
+# constants
+baseDir=$(cd `dirname "$0"`;pwd)
+# functions
+
+# main 
+[ -z "${BASH_SOURCE[0]}" -o "${BASH_SOURCE[0]}" = "$0" ] || return
+cd $baseDir/..
+
+if [ -d ./private/plugins ]; then
+    ./private/plugins/scripts/uninstall-all.sh
+fi
+
+if [ -d ./public/plugins ]; then
+    ./public/plugins/scripts/uninstall-all.sh 
+fi