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Code Issues Releases Wiki Activity

#227 route visitor with ACD rules

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This commit is contained in:
Hai Liang Wang 2019-11-19 20:21:47 +08:00
parent 20287ead02
commit 26baf7a5d7
11 changed files with 423 additions and 198 deletions
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2
contact-center/app/src/main/java/com/chatopera/cc/acd/ACDAgentService.java
View File

@ -76,7 +76,7 @@ public class ACDAgentService {
}
try {
agentService = acdAgentAllocatorMw.processAgentService(agentStatus, agentUser, orgi, false, sessionConfig);
agentService = acdAgentAllocatorMw.processAgentService(agentStatus, agentUser, orgi, false);
// 处理结果：进入排队队列
if (StringUtils.equals(MainContext.AgentUserStatusEnum.INQUENE.toString(), agentService.getStatus())) {
agentService.setQueneindex(

41
contact-center/app/src/main/java/com/chatopera/cc/acd/ACDPolicyService.java
View File

@ -18,6 +18,7 @@ package com.chatopera.cc.acd;
import com.chatopera.cc.basic.MainContext;
import com.chatopera.cc.cache.Cache;
import com.chatopera.cc.model.AgentStatus;
import com.chatopera.cc.model.SessionConfig;
import com.chatopera.cc.persistence.repository.SessionConfigRepository;
import org.slf4j.Logger;
@ -75,4 +76,44 @@ public class ACDPolicyService {
}
return sessionConfig;
}
/**
* 确定AgentStatus：空闲坐席优先
*
* @param agentStatuses
* @return
*/
public AgentStatus decideAgentStatusWithIdleAgent(final List<AgentStatus> agentStatuses) {
for (final AgentStatus o : agentStatuses) {
if (o.getUsers() == 0) {
logger.info("[decideAgentStatusWithIdleAgent] choose agentno {} by idle status.", o.getAgentno());
return o;
}
}
return null;
}
/**
* 确定AgentStatus：坐席平均分配
*
* @param agentStatuses
* @return
*/
public AgentStatus decideAgentStatusInAverage(final List<AgentStatus> agentStatuses) {
// 查找最少人数的AgentStatus
AgentStatus x = null;
int min = 0;
for (final AgentStatus o : agentStatuses) {
if (o.getUsers() <= min) {
x = o;
min = o.getUsers();
}
}
if (x != null) {
logger.info("[decideAgentStatusWithIdleAgent] choose agentno {} in average.", x.getAgentno());
}
return x;
}
}

7
contact-center/app/src/main/java/com/chatopera/cc/acd/ACDServiceRouter.java
View File

@ -255,7 +255,7 @@ public class ACDServiceRouter {
// 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);
agentStatus, agentUser, orgi, false);
// 处理完成得到 agentService
Message outMessage = new Message();
@ -328,7 +328,7 @@ public class ACDServiceRouter {
} 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);
service = acdVisAllocatorMw.processAgentService(agentStatus, agentUser, orgi, true);
}
if (service != null) {
@ -504,8 +504,7 @@ public class ACDServiceRouter {
AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(agentno, orgi);
AgentService agentService;
if (agentStatus != null) {
SessionConfig sessionConfig = acdPolicyService.initSessionConfig(orgi);
agentService = acdVisAllocatorMw.processAgentService(agentStatus, agentUser, orgi, false, sessionConfig);
agentService = acdVisAllocatorMw.processAgentService(agentStatus, agentUser, orgi, false);
agentUserProxy.broadcastAgentsStatus(orgi, "invite", "success", agentno);
/**

255
contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisAllocatorMw.java
View File

@ -17,7 +17,7 @@
package com.chatopera.cc.acd.visitor;
import com.chatopera.cc.acd.ACDComposeContext;
import com.chatopera.cc.acd.ACDQueueService;
import com.chatopera.cc.acd.ACDPolicyService;
import com.chatopera.cc.basic.MainContext;
import com.chatopera.cc.basic.MainUtils;
import com.chatopera.cc.cache.Cache;
@ -27,6 +27,7 @@ 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.HashMapUtils;
import com.chatopera.cc.util.WebIMReport;
import com.chatopera.compose4j.Functional;
import com.chatopera.compose4j.Middleware;
@ -48,9 +49,6 @@ public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
@Autowired
private Cache cache;
@Autowired
private ACDQueueService acdQueueService;
@Autowired
private AgentServiceRepository agentServiceRes;
@ -66,54 +64,127 @@ public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
@Autowired
private AgentUserProxy agentUserProxy;
@Autowired
private ACDPolicyService acdPolicyService;
@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(
final 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
*
*/
}
}
AgentStatus agentStatus = filterOutAgentStatusWithPolicies(
ctx.getSessionConfig(), agentStatuses, ctx.getOrgi(), ctx.getOnlineUserId(), ctx.isInvite());
AgentService agentService = null;
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()));
}
agentStatus, ctx.getAgentUser(), ctx.getOrgi(), false);
} 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
* 根据坐席配置的策略输出符合要求的AgentStatus，确定最终的坐席
*
* @param sessionConfig
* @param agentStatuses
* @return
*/
private AgentStatus filterOutAgentStatusWithPolicies(
final SessionConfig sessionConfig,
final List<AgentStatus> agentStatuses,
final String orgi,
final String onlineUserId,
final boolean isInvite) {
AgentStatus agentStatus = null;
// 邀请功能
if (isInvite) {
logger.info("[filterOutAgentStatusWithPolicies] is invited onlineUser.");
if (agentStatuses.size() == 1) {
agentStatus = agentStatuses.get(0);
// Note: 如何该邀请人离线了，恰巧只有一个其它就绪坐席，也会进入这种条件。
logger.info(
"[filterOutAgentStatusWithPolicies] resolve agent as the invitee {}.",
agentStatus.getAgentno());
}
// 邀请功能，但是agentStatuses大小不是1，则进入后续决策
}
// 启用历史坐席优先
if ((agentStatus == null) && sessionConfig.isLastagent()) {
logger.info("[filterOutAgentStatusWithPolicies] check agent against chat history.");
// 启用了历史坐席优先 ， 查找 历史服务坐席
List<com.chatopera.cc.util.WebIMReport> webIMaggs = MainUtils.getWebIMDataAgg(
onlineUserRes.findByOrgiForDistinctAgent(orgi, onlineUserId));
for (WebIMReport report : webIMaggs) {
for (final AgentStatus o : agentStatuses) {
if (StringUtils.equals(
o.getAgentno(), report.getData()) && o.getUsers() < sessionConfig.getMaxuser()) {
logger.info(
"[filterOutAgentStatusWithPolicies] choose agentno {} by chat history.",
agentStatus.getAgentno());
agentStatus = o;
break;
}
}
if (agentStatus != null) {
break;
}
}
}
// 新客服接入人工坐席分配策略
if (agentStatus == null) {
// 设置默认为空闲坐席优先
if (StringUtils.isBlank(sessionConfig.getDistribution())) {
sessionConfig.setDistribution("0");
}
switch (sessionConfig.getDistribution()) {
case "0":
// 空闲坐席优先
agentStatus = acdPolicyService.decideAgentStatusWithIdleAgent(agentStatuses);
if (agentStatus == null) {
// 如果没有空闲坐席，则按照平均分配
agentStatus = acdPolicyService.decideAgentStatusInAverage(agentStatuses);
}
break;
case "1":
// 坐席平均分配
agentStatus = acdPolicyService.decideAgentStatusInAverage(agentStatuses);
break;
default:
logger.warn(
"[filterOutAgentStatusWithPolicies] unexpected Distribution Strategy 【{}】",
sessionConfig.getDistribution());
}
}
if (agentStatus != null) {
logger.info(
"[filterOutAgentStatusWithPolicies] final agentStatus {}, agentno {}", agentStatus.getId(),
agentStatus.getAgentno());
} else {
logger.info("[filterOutAgentStatusWithPolicies] oops, no agent satisfy rules.");
}
return agentStatus;
}
/**
* 过滤就绪坐席
* 优先级: 1. 指定坐席;2. 指定技能组; 3. 租户所有的坐席
*
* @param agentUser
@ -125,47 +196,99 @@ public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
final String orgi
) {
logger.info(
"[filterOutAvailableAgentStatus] agentUser {}, orgi {}, skill {}, onlineUser {}",
"[filterOutAvailableAgentStatus] pre-conditions: agentUser.agentno {}, orgi {}, skill {}, onlineUser {}",
agentUser.getAgentno(), orgi, agentUser.getSkill(), agentUser.getUserid()
);
List<AgentStatus> agentStatuses = new ArrayList<>();
Map<String, AgentStatus> map = cache.findAllReadyAgentStatusByOrgi(orgi);
// DEBUG
if (map.size() > 0) {
StringBuffer sb = new StringBuffer();
sb.append("[filterOutAvailableAgentStatus] ready agents online: \n");
for (final Map.Entry<String, AgentStatus> f : map.entrySet()) {
sb.append(
String.format(" name %s, agentno %s, service %d/%d, status %s, busy %s, skills %s \n",
f.getValue().getUsername(),
f.getValue().getAgentno(), f.getValue().getUsers(), f.getValue().getMaxusers(),
f.getValue().getStatus(), f.getValue().isBusy(),
HashMapUtils.concatKeys(f.getValue().getSkills(), "|")));
}
logger.info(sb.toString());
} else {
logger.info("[filterOutAvailableAgentStatus] None ready agent found.");
}
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()))) {
for (final Map.Entry<String, AgentStatus> entry : map.entrySet()) {
if (StringUtils.equals(
entry.getValue().getAgentno(), agentUser.getAgentno())) {
agentStatuses.add(entry.getValue());
logger.info(
"[filterOutAvailableAgentStatus] <Agent> find ready agent {}, name {}, status {}, service {}/{}",
entry.getValue().getAgentno(), entry.getValue().getUsername(), entry.getValue().getStatus(),
entry.getValue().getUsers(),
entry.getValue().getMaxusers());
break;
}
}
}
// 此处size是1或0
if (agentStatuses.size() == 1) {
logger.info("[filterOutAvailableAgentStatus] agent status list size: {}", agentStatuses.size());
// 得到指定的坐席
return agentStatuses;
}
// Note 如果指定了坐席，但是该坐席却不是就绪的，那么就根据技能组或其它条件查找
/**
* 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());
}
if (StringUtils.isNotBlank(agentUser.getSkill())) {
// 指定技能组
for (final Map.Entry<String, AgentStatus> entry : map.entrySet()) {
if ((!entry.getValue().isBusy()) &&
(entry.getValue().getSkills() != null &&
entry.getValue().getSkills().containsKey(agentUser.getSkill()))) {
logger.info(
"[filterOutAvailableAgentStatus] <Skill#{}> find ready agent {}, name {}, status {}, service {}/{}, skills {}",
agentUser.getSkill(),
entry.getValue().getAgentno(), entry.getValue().getUsername(), entry.getValue().getStatus(),
entry.getValue().getUsers(),
entry.getValue().getMaxusers(),
HashMapUtils.concatKeys(entry.getValue().getSkills(), "|"));
agentStatuses.add(entry.getValue());
} else {
logger.info(
"[filterOutAvailableAgentStatus] <Skill#{}> skip ready agent {}, name {}, status {}, service {}/{}, skills {}",
agentUser.getSkill(),
entry.getValue().getAgentno(), entry.getValue().getUsername(), entry.getValue().getStatus(),
entry.getValue().getUsers(),
entry.getValue().getMaxusers(),
HashMapUtils.concatKeys(entry.getValue().getSkills(), "|"));
}
}
}
/**
* 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) {
// 如果绑定了技能组，立即返回该技能组的人
// 这时候，如果该技能组没有人，也不按照其它条件查找
logger.info("[filterOutAvailableAgentStatus] agent status list size: {}", agentStatuses.size());
return agentStatuses;
} else {
/**
* 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
*/
// 对于该租户的所有客服
for (Map.Entry<String, AgentStatus> entry : map.entrySet()) {
for (final Map.Entry<String, AgentStatus> entry : map.entrySet()) {
if (!entry.getValue().isBusy()) {
agentStatuses.add(entry.getValue());
logger.info(
"[filterOutAvailableAgentStatus] <Redundance> find ready agent {}, agentname {}, status {}, service {}/{}",
entry.getValue().getAgentno(), entry.getValue().getUsername(), entry.getValue().getStatus(),
entry.getValue().getUsers(),
entry.getValue().getMaxusers());
}
}
}
@ -174,7 +297,6 @@ public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
return agentStatuses;
}
/**
* 为agentUser生成对应的AgentService
* 使用场景：
@ -192,8 +314,7 @@ public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
AgentStatus agentStatus,
final AgentUser agentUser,
final String orgi,
final boolean finished,
final SessionConfig sessionConfig) {
final boolean finished) {
AgentService agentService = new AgentService();
if (StringUtils.isNotBlank(agentUser.getAgentserviceid())) {
agentService.setId(agentUser.getAgentserviceid());
@ -228,33 +349,9 @@ public class ACDVisAllocatorMw implements Middleware<ACDComposeContext> {
} 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());

96
contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisBodyParserMw.java
View File

@ -17,12 +17,16 @@
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.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.cc.proxy.AgentUserProxy;
import com.chatopera.compose4j.Functional;
import com.chatopera.compose4j.Middleware;
import org.apache.commons.lang.StringUtils;
@ -47,6 +51,15 @@ public class ACDVisBodyParserMw implements Middleware<ACDComposeContext> {
@Autowired
private Cache cache;
@Autowired
private AgentUserProxy agentUserProxy;
@Autowired
private ACDQueueService acdQueueService;
@Autowired
private ACDMessageHelper acdMessageHelper;
/**
* 设置AgentUser基本信息
*
@ -104,13 +117,91 @@ public class ACDVisBodyParserMw implements Middleware<ACDComposeContext> {
agentUser.setTitle(ctx.getTitle());
agentUser.setUrl(ctx.getUrl());
agentUser.setTraceid(ctx.getTraceid());
ctx.setAgentUser(agentUser);
next.apply();
/**
* 发送通知
*/
if (ctx.getAgentService() != null && StringUtils.isNotBlank(ctx.getAgentService().getStatus())) {
/**
* 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.");
// }
agentUserProxy.broadcastAgentsStatus(
ctx.getOrgi(), "user", MainContext.AgentUserStatusEnum.INSERVICE.toString(),
ctx.getAgentUser().getId());
break;
case INQUENE:
// 处理结果：进入排队队列
ctx.getAgentService().setQueneindex(
acdQueueService.getQueueIndex(
ctx.getAgentUser().getAgentno(), ctx.getOrgi(), ctx.getAgentUser().getSkill()));
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()));
}
agentUserProxy.broadcastAgentsStatus(
ctx.getOrgi(), "user", MainContext.AgentUserStatusEnum.INQUENE.toString(),
ctx.getAgentUser().getId());
break;
case END:
logger.info("[handler] should not happen for new onlineUser service request.");
default:
}
ctx.setChannelMessage(ctx.getAgentUser());
}
logger.info(
"[apply] message text: {}, noagent {}", ctx.getMessage(), ctx.isNoagent());
}
@ -145,5 +236,4 @@ public class ACDVisBodyParserMw implements Middleware<ACDComposeContext> {
return nickname;
}
}

80
contact-center/app/src/main/java/com/chatopera/cc/acd/visitor/ACDVisServiceMw.java
View File

@ -42,9 +42,6 @@ public class ACDVisServiceMw implements Middleware<ACDComposeContext> {
@Autowired
private ACDMessageHelper acdMessageHelper;
@Autowired
private AgentUserProxy agentUserProxy;
@Override
public void apply(final ACDComposeContext ctx, final Functional next) {
ctx.setMessageType(MainContext.MessageType.STATUS.toString());
@ -75,88 +72,11 @@ public class ACDVisServiceMw implements Middleware<ACDComposeContext> {
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());
}
}

58
contact-center/app/src/main/java/com/chatopera/cc/controller/admin/OrganController.java
View File

@ -103,14 +103,16 @@ public class OrganController extends Handler {
}
if (organData != null) {
map.addAttribute(
"userList", userProxy.findByOrganAndOrgiAndDatastatus(organData.getId(),
"userList", userProxy.findByOrganAndOrgiAndDatastatus(
organData.getId(),
super.getOrgiByTenantshare(request),
false));
}
}
map.addAttribute("areaList", areaRepository.findByOrgi(super.getOrgiByTenantshare(request)));
map.addAttribute(
"roleList", roleRepository.findByOrgiAndOrgid(super.getOrgiByTenantshare(request),
"roleList", roleRepository.findByOrgiAndOrgid(
super.getOrgiByTenantshare(request),
super.getOrgid(request)));
map.put("msg", msg);
return request(super.createAdminTempletResponse("/admin/organ/index"));
@ -128,7 +130,8 @@ public class OrganController extends Handler {
}
map.addAttribute(
"organList", organRepository.findByOrgiAndOrgid(super.getOrgiByTenantshare(request),
"organList", organRepository.findByOrgiAndOrgid(
super.getOrgiByTenantshare(request),
super.getOrgid(request)));
return request(super.createRequestPageTempletResponse("/admin/organ/add"));
@ -142,7 +145,7 @@ public class OrganController extends Handler {
String msg = "admin_organ_new_success";
String firstId = null;
if (tempOrgan != null) {
msg = "admin_organ_update_name_not";//分类名字重复
msg = "admin_organ_update_name_not"; //分类名字重复
} else {
organ.setOrgi(super.getOrgiByTenantshare(request));
@ -174,7 +177,7 @@ public class OrganController extends Handler {
public ModelAndView seluser(ModelMap map, HttpServletRequest request, @Valid String organ) {
map.addAttribute(
"userList", userRepository.findByOrgiAndDatastatusAndOrgid(super.getOrgiByTenantshare(request), false,
super.getOrgid(request)));
super.getOrgid(request)));
Organ organData = organRepository.findByIdAndOrgi(organ, super.getOrgiByTenantshare(request));
map.addAttribute("userOrganList", userProxy
.findByOrganAndOrgiAndDatastatus(organ, super.getOrgiByTenantshare(request), false));
@ -197,7 +200,7 @@ public class OrganController extends Handler {
HttpServletRequest request,
final @Valid String[] users,
final @Valid String organ
) {
) {
logger.info("[saveuser] save users {} into organ {}", StringUtils.join(users, ","), organ);
final User loginUser = super.getUser(request);
@ -208,6 +211,20 @@ public class OrganController extends Handler {
for (final User user : organUserList) {
OrganUser ou = organUserRes.findByUseridAndOrgan(user.getId(), organ);
/**
* 检查人员和技能组关系
*/
if (organData.isSkill()) {
// 该组织机构是技能组
if (!user.isAgent()) {
// 该人员不是坐席
if (ou != null) {
organUserRes.delete(ou);
}
continue;
}
}
if (ou == null) {
ou = new OrganUser();
}
@ -218,18 +235,20 @@ public class OrganController extends Handler {
organUserRes.save(ou);
/**
* 以下更新技能组状态
*/
AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(
user.getId(), super.getOrgiByTenantshare(request));
if (user.isAgent()) {
/**
* 以下更新技能组状态
*/
AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(
user.getId(), super.getOrgiByTenantshare(request));
// TODO 因为一个用户可以包含在多个技能组中，所以，skill应该对应
// 一个List列表，此处需要重构Skill为列表
if (agentStatus != null) {
userProxy.attachOrgansPropertiesForUser(user);
agentStatus.setSkills(user.getSkills());
cache.putAgentStatusByOrgi(agentStatus, super.getOrgiByTenantshare(request));
// TODO 因为一个用户可以包含在多个技能组中，所以，skill应该对应
// 一个List列表，此处需要重构Skill为列表
if (agentStatus != null) {
userProxy.attachOrgansPropertiesForUser(user);
agentStatus.setSkills(user.getSkills());
cache.putAgentStatusByOrgi(agentStatus, super.getOrgiByTenantshare(request));
}
}
}
userRepository.save(organUserList);
@ -245,7 +264,7 @@ public class OrganController extends Handler {
final HttpServletRequest request,
final @Valid String id,
final @Valid String organ
) {
) {
logger.info("[userroledelete] user id {}, organ {}", id, organ);
if (id != null) {
organUserRes.deleteOrganUserByUseridAndOrgan(id, organ);
@ -262,7 +281,8 @@ public class OrganController extends Handler {
view.addObject("organData", organRepository.findByIdAndOrgi(id, super.getOrgiByTenantshare(request)));
map.addAttribute(
"organList", organRepository.findByOrgiAndOrgid(super.getOrgiByTenantshare(request),
"organList", organRepository.findByOrgiAndOrgid(
super.getOrgiByTenantshare(request),
super.getOrgid(request)));
return view;
}

21
contact-center/app/src/main/java/com/chatopera/cc/controller/api/ApiUserController.java
View File

@ -227,7 +227,6 @@ public class ApiUserController extends Handler {
*/
private JsonObject update(final HttpServletRequest request, final JsonObject payload) {
logger.info("[update] payload {}", payload.toString());
final User logined = super.getUser(request);
JsonObject resp = new JsonObject();
final User updated = userProxy.parseUserFromJson(payload);
if (StringUtils.isBlank(updated.getId())) {
@ -244,14 +243,16 @@ public class ApiUserController extends Handler {
// 由坐席切换成非坐席 判断是否坐席 以及 是否有对话
if (!updated.isAgent()) {
AgentStatus agentStatus = cache.findOneAgentStatusByAgentnoAndOrig(
logined.getId(), logined.getOrgi());
if (!(agentStatus == null && cache.getInservAgentUsersSizeByAgentnoAndOrgi(
logined.getId(), logined.getOrgi()) == 0)) {
msg = "t1";
previous.getId(), previous.getOrgi());
if (agentStatus != null && agentStatus.getUsers() > 0) {
resp.addProperty(RestUtils.RESP_KEY_RC, RestUtils.RESP_RC_SUCC);
resp.addProperty(RestUtils.RESP_KEY_DATA, msg);
resp.addProperty(RestUtils.RESP_KEY_DATA, "t1");
return resp;
}
// TODO 检查该用户是否在其它技能组
// https://gitlab.chatopera.com/chatopera/cosinee/issues/751
// 如果在其它技能组，禁止修改，返回提示："该用户在其它技能组中，不支持取消坐席。取消坐席设置前需要不包括在任何技能组中。"
}
// 通过验证，可以更新数据库
@ -260,13 +261,11 @@ public class ApiUserController extends Handler {
previous.setEmail(updated.getEmail());
previous.setMobile(updated.getMobile());
previous.setSipaccount(updated.getSipaccount());
previous.setAgent(updated.isAgent());
previous.setOrgi(super.getOrgiByTenantshare(request));
if (StringUtils.isNotBlank(logined.getOrgid())) {
previous.setOrgid(logined.getOrgid());
if (StringUtils.isNotBlank(previous.getOrgid())) {
previous.setOrgid(previous.getOrgid());
} else {
previous.setOrgid(MainContext.SYSTEM_ORGI);
}
@ -284,7 +283,7 @@ public class ApiUserController extends Handler {
previous.setAdmin(updated.isAdmin());
previous.setSuperadmin(false);
userRes.save(previous);
OnlineUserProxy.clean(logined.getOrgi());
OnlineUserProxy.clean(previous.getOrgi());
}
resp.addProperty(RestUtils.RESP_KEY_RC, RestUtils.RESP_RC_SUCC);

5
contact-center/app/src/main/java/com/chatopera/cc/peer/im/ComposeMw1.java
View File

@ -127,7 +127,10 @@ public class ComposeMw1 implements Middleware<PeerContext> {
received.getMessage().length() > 100 ? received.getMessage().substring(
0,
100) : received.getMessage());
agentUserTask.setTokenum(agentUserTask.getTokenum() + 1);
if (StringUtils.equals(received.getType(), MainContext.MessageType.MESSAGE.toString())) {
agentUserTask.setTokenum(agentUserTask.getTokenum() + 1);
}
received.setTokenum(agentUserTask.getTokenum());
agentUserTaskRes.save(agentUserTask);

41
contact-center/app/src/main/java/com/chatopera/cc/util/HashMapUtils.java Normal file
View File

@ -0,0 +1,41 @@
/*
* 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.util;
import java.util.HashMap;
import java.util.stream.Collectors;
public class HashMapUtils {
public static <T> String concatKeys(final HashMap<String, T> map) {
return concatKeys(map, ",");
}
/**
* 将String Key连接起来
*
* @param map
* @param <T>
* @return
*/
public static <T> String concatKeys(final HashMap<String, T> map, String separator) {
String result = map.entrySet().stream()
.map(x -> x.getKey())
.collect(Collectors.joining(separator));
return result;
}
}

15
contact-center/app/src/main/java/com/chatopera/cc/util/OnlineUserUtils.java
View File

@ -1,3 +1,18 @@
/*
* 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.util;
import com.chatopera.cc.basic.MainUtils;