#75 机器人客服会话关联agentuser, agentservice

contact-center/app/src/main/java/com/chatopera/cc/core/UKDataContext.java

@@ -335,6 +335,28 @@ public class UKDataContext {
         }
     }
 
+    // 服务处理类型
+    public enum OptTypeEnum {
+        CHATBOT("机器人客服", 1),
+        HUMAN("人工客服", 2);
+
+        private final String name;
+        private final int index;
+
+        private OptTypeEnum(String name, int index) {
+            this.name = name;
+            this.index = index;
+        }
+
+        public String toLetters() {
+            return super.toString().toLowerCase();
+        }
+
+        public String toString() {
+            return this.name;
+        }
+    }
+
     // 外呼计划状态
     public enum CallOutDialplanStatusEnum {
         RUNNING("执行中", 1),

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

@@ -25,7 +25,6 @@ import java.util.Set;
 
 public class Constants {
 
-    public final static String OPT_TYPE = "webim";
     public final static String MINIO_BUCKET = "chatopera";
 
     /**

contact-center/app/src/main/java/com/chatopera/cc/webim/service/acd/ServiceQuene.java

@@ -523,47 +523,44 @@ public class ServiceQuene {
     /**
      * 为访客 分配坐席， 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 agentStatus
      * @param agentUser
      * @param orgi
      * @return
      * @throws Exception
      */
-    public static AgentService processAiService(AiUser aiUser, String orgi) throws Exception {
+    public static AgentService processChatbotService(final AgentUser agentUser, final String orgi) {
         AgentService agentService = new AgentService();    //放入缓存的对象
         AgentServiceRepository agentServiceRes = UKDataContext.getContext().getBean(AgentServiceRepository.class);
-        if (!StringUtils.isBlank(aiUser.getAgentserviceid())) {
+        Date now = new Date();
-            agentService = agentServiceRes.findByIdAndOrgi(aiUser.getAgentserviceid(), orgi);
+        if (StringUtils.isNotBlank(agentUser.getAgentserviceid())) {
-            agentService.setEndtime(new Date());
+            agentService = agentServiceRes.findByIdAndOrgi(agentUser.getAgentserviceid(), orgi);
+            agentService.setEndtime(now);
             if (agentService.getServicetime() != null) {
                 agentService.setSessiontimes(System.currentTimeMillis() - agentService.getServicetime().getTime());
             }
             agentService.setStatus(UKDataContext.AgentUserStatusEnum.END.toString());
         } else {
-            agentService.setServicetime(new Date());
+            agentService.setServicetime(now);
-            agentService.setLogindate(new Date());
+            agentService.setLogindate(now);
             agentService.setOrgi(orgi);
-            agentService.setOwner(aiUser.getContextid());
+            agentService.setOwner(agentUser.getContextid());
-            agentService.setSessionid(aiUser.getSessionid());
+            agentService.setSessionid(agentUser.getSessionid());
-            if (aiUser.getIpdata() != null) {
+            agentService.setRegion(agentUser.getRegion());
-                agentService.setRegion(aiUser.getIpdata().getRegion());
+            agentService.setUsername(agentUser.getUsername());
-            }
+            agentService.setChannel(agentUser.getChannel());
 
-            agentService.setUsername(aiUser.getUsername());
+            if (StringUtils.isNotBlank(agentUser.getContextid())) {
-            agentService.setChannel(aiUser.getChannel());
+                agentService.setContextid(agentUser.getContextid());
-
-            if (!StringUtils.isBlank(aiUser.getContextid())) {
-                agentService.setContextid(aiUser.getContextid());
             } else {
-                agentService.setContextid(aiUser.getSessionid());
+                agentService.setContextid(agentUser.getSessionid());
             }
 
-            agentService.setUserid(aiUser.getUserid());
+            agentService.setUserid(agentUser.getUserid());
-            agentService.setAiid(aiUser.getAiid());
+            agentService.setAiid(agentUser.getAgentno());
             agentService.setAiservice(true);
             agentService.setStatus(UKDataContext.AgentUserStatusEnum.INSERVICE.toString());
 
-            agentService.setAppid(aiUser.getAppid());
+            agentService.setAppid(agentUser.getAppid());
             agentService.setLeavemsg(false);
         }
 

contact-center/app/src/main/java/com/chatopera/cc/webim/service/task/CallOutWireTask.java

@@ -258,7 +258,7 @@ public class CallOutWireTask implements MessageListener {
             onlineUser.setCreater(onlineUser.getId());
             onlineUser.setCreatetime(createtime);
             onlineUser.setUpdatetime(createtime);
-            onlineUser.setOptype(Constants.OPT_TYPE);
+            onlineUser.setOptype(UKDataContext.OptTypeEnum.HUMAN.toString());
             onlineUser.setAppid(channel);
         } else {
             onlineUser.setOlduser("1"); // 不是 老访客

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

@@ -599,39 +599,33 @@ public class OnlineUserUtils {
      */
     public static void offline(String user, String orgi) throws Exception {
         if (UKDataContext.getContext() != null) {
-            try {
+            OnlineUser onlineUser = (OnlineUser) CacheHelper.getOnlineUserCacheBean().getCacheObject(user, orgi);
-                OnlineUser onlineUser = (OnlineUser) CacheHelper.getOnlineUserCacheBean().getCacheObject(user, orgi);
+            if (onlineUser != null) {
-                if (onlineUser != null) {
+                CousultInvite invite = OnlineUserUtils.cousult(onlineUser.getAppid(), onlineUser.getOrgi(), UKDataContext.getContext().getBean(ConsultInviteRepository.class));
-                    CousultInvite invite = OnlineUserUtils.cousult(onlineUser.getAppid(), onlineUser.getOrgi(), UKDataContext.getContext().getBean(ConsultInviteRepository.class));
+                if (invite.isTraceuser()) {
-                    if (invite.isTraceuser()) {
+                    onlineUser.setStatus(UKDataContext.OnlineUserOperatorStatus.OFFLINE.toString());
-                        onlineUser.setStatus(UKDataContext.OnlineUserOperatorStatus.OFFLINE.toString());
+                    onlineUser.setInvitestatus(UKDataContext.OnlineUserInviteStatus.DEFAULT.toString());
-                        onlineUser.setInvitestatus(UKDataContext.OnlineUserInviteStatus.DEFAULT.toString());
+                    onlineUser.setBetweentime((int) (new Date().getTime() - onlineUser.getLogintime().getTime()));
-                        onlineUser.setBetweentime((int) (new Date().getTime() - onlineUser.getLogintime().getTime()));
+                    onlineUser.setUpdatetime(new Date());
-                        onlineUser.setUpdatetime(new Date());
+                    OnlineUserRepository service = UKDataContext.getContext().getBean(
-                        OnlineUserRepository service = UKDataContext.getContext().getBean(
+                            OnlineUserRepository.class);
-                                OnlineUserRepository.class);
+                    service.save(onlineUser);
-                        service.save(onlineUser);
 
-                        OnlineUserHisRepository onlineHisUserRes = UKDataContext.getContext().getBean(OnlineUserHisRepository.class);
+                    OnlineUserHisRepository onlineHisUserRes = UKDataContext.getContext().getBean(OnlineUserHisRepository.class);
-                        {
+                    {
-                            List<OnlineUserHis> hisList = onlineHisUserRes.findBySessionidAndOrgi(onlineUser.getSessionid(), orgi);
+                        List<OnlineUserHis> hisList = onlineHisUserRes.findBySessionidAndOrgi(onlineUser.getSessionid(), orgi);
-                            OnlineUserHis his = null;
+                        OnlineUserHis his = null;
-                            if (hisList.size() > 0) {
+                        if (hisList.size() > 0) {
-                                his = hisList.get(0);
+                            his = hisList.get(0);
-                            } else {
+                        } else {
-                                his = new OnlineUserHis();
+                            his = new OnlineUserHis();
-                            }
-
-                            UKTools.copyProperties(onlineUser, his);
-                            his.setDataid(onlineUser.getId());
-                            onlineHisUserRes.save(his);
                         }
+
+                        UKTools.copyProperties(onlineUser, his);
+                        his.setDataid(onlineUser.getId());
+                        onlineHisUserRes.save(his);
                     }
                 }
-            } catch (ClassCastException e) {
-                // #TODO workaround for
-                // https://github.com/chatopera/cosin/issues/75
-                // AiUser is not saved, just remove from cache.
             }
             CacheHelper.getOnlineUserCacheBean().delete(user, orgi);
         }

contact-center/app/src/main/java/com/chatopera/cc/webim/util/server/handler/ChatbotEventHandler.java

@@ -16,12 +16,15 @@
 package com.chatopera.cc.webim.util.server.handler;
 
 import com.chatopera.cc.core.UKDataContext;
+import com.chatopera.cc.util.IP;
 import com.chatopera.cc.util.IPTools;
 import com.chatopera.cc.util.UKTools;
 import com.chatopera.cc.util.client.NettyClients;
 import com.chatopera.cc.webim.service.acd.ServiceQuene;
 import com.chatopera.cc.webim.service.cache.CacheHelper;
+import com.chatopera.cc.webim.service.repository.AgentUserRepository;
 import com.chatopera.cc.webim.service.repository.ConsultInviteRepository;
+import com.chatopera.cc.webim.service.repository.OnlineUserRepository;
 import com.chatopera.cc.webim.util.MessageUtils;
 import com.chatopera.cc.webim.util.OnlineUserUtils;
 import com.chatopera.cc.webim.util.router.OutMessageRouter;
@@ -48,6 +51,9 @@ public class ChatbotEventHandler {
 
     protected SocketIOServer server;
 
+    private AgentUserRepository agentUserRes;
+    private OnlineUserRepository onlineUserRes;
+
     @Autowired
     public ChatbotEventHandler(SocketIOServer server) {
         this.server = server;
@@ -57,22 +63,23 @@ public class ChatbotEventHandler {
     public void onConnect(SocketIOClient client) {
         try {
             String user = client.getHandshakeData().getSingleUrlParam("userid");
+            String nickname = client.getHandshakeData().getSingleUrlParam("nickname");
             String orgi = client.getHandshakeData().getSingleUrlParam("orgi");
-//			String session = client.getHandshakeData().getSingleUrlParam("session") ;
+            String session = client.getHandshakeData().getSingleUrlParam("session");
             String appid = client.getHandshakeData().getSingleUrlParam("appid");
             String aiid = client.getHandshakeData().getSingleUrlParam("aiid");
 //			String agent = client.getHandshakeData().getSingleUrlParam("agent") ;
 //			String skill = client.getHandshakeData().getSingleUrlParam("skill") ;
-            logger.info("[chatbot socket.io] onConnect user {}, orgi {}, appid {}, aiid {}", user, orgi, appid, aiid);
+            Date now = new Date();
 
             if (StringUtils.isNotBlank(user)) {
 //				/**
 //				 * 加入到 缓存列表
 //				 */
-                NettyClients.getInstance().putIMEventClient(user, client);
+                NettyClients.getInstance().putChatbotEventClient(user, client);
                 MessageOutContent outMessage = new MessageOutContent();
                 CousultInvite invite = OnlineUserUtils.cousult(appid, orgi, UKDataContext.getContext().getBean(ConsultInviteRepository.class));
-                if (invite != null && !StringUtils.isBlank(invite.getAisuccesstip())) {
+                if (invite != null && StringUtils.isNotBlank(invite.getAisuccesstip())) {
                     outMessage.setMessage(invite.getAisuccesstip());
                 } else {
                     outMessage.setMessage("欢迎使用华夏春松机器人客服！");
@@ -80,43 +87,91 @@ public class ChatbotEventHandler {
 
                 outMessage.setMessageType(UKDataContext.MessageTypeEnum.MESSAGE.toString());
                 outMessage.setCalltype(UKDataContext.CallTypeEnum.IN.toString());
-                outMessage.setNickName("AI");
+                outMessage.setNickName(invite.getAiname());
-                outMessage.setCreatetime(UKTools.dateFormate.format(new Date()));
+                outMessage.setCreatetime(UKTools.dateFormate.format(now));
 
                 client.sendEvent(UKDataContext.MessageTypeEnum.STATUS.toString(), outMessage);
 
                 InetSocketAddress address = (InetSocketAddress) client.getRemoteAddress();
                 String ip = UKTools.getIpAddr(client.getHandshakeData().getHttpHeaders(), address.getHostString());
-                AiUser aiUser = new AiUser(user, user, System.currentTimeMillis(), orgi, IPTools.getInstance().findGeography(ip));
+                OnlineUser onlineUser = getOnlineUserRes().findOne(user);
-                aiUser.setSessionid(UKTools.getContextID(client.getSessionId().toString()));
-                aiUser.setAppid(appid);
-                aiUser.setAiid(aiid);
-                aiUser.setUsername(UKDataContext.GUEST_USER + "_" + UKTools.genIDByKey(aiUser.getId()));
-                aiUser.setChannel(UKDataContext.ChannelTypeEnum.WEBIM.toString());
 
-                AgentService agentService = ServiceQuene.processAiService(aiUser, orgi);
+                if (onlineUser == null) {
-                aiUser.setAgentserviceid(agentService.getId());
+                    onlineUser = new OnlineUser();
+                    onlineUser.setAppid(appid);
+                    if (StringUtils.isNotBlank(nickname)) {
+                        onlineUser.setUsername(nickname);
+                    } else {
+                        onlineUser.setUsername(UKDataContext.GUEST_USER + "_" + UKTools.genIDByKey(user));
+                    }
 
-                CacheHelper.getOnlineUserCacheBean().put(user, aiUser, UKDataContext.SYSTEM_ORGI);
+                    onlineUser.setSessionid(session);
+                    onlineUser.setOptype(UKDataContext.OptTypeEnum.CHATBOT.toString());
+                    onlineUser.setUserid(user);
+                    onlineUser.setId(user);
+                    onlineUser.setOrgi(orgi);
+                    onlineUser.setChannel(UKDataContext.ChannelTypeEnum.WEBIM.toString());
+                    onlineUser.setIp(ip);
+                    onlineUser.setUpdatetime(now);
+                    onlineUser.setLogintime(now);
+                    onlineUser.setCreatetime(now);
+                    IP ipdata = IPTools.getInstance().findGeography(ip);
+                    onlineUser.setCity(ipdata.getCity());
+                    onlineUser.setCountry(ipdata.getCountry());
+                    onlineUser.setProvince(ipdata.getProvince());
+                    onlineUser.setIsp(ipdata.getIsp());
+                    onlineUser.setRegion(ipdata.getRegion());
+                    onlineUser.setStatus(UKDataContext.OnlineUserOperatorStatus.ONLINE.toString());
+                }
 
+                // 在线客服访客咨询记录
+                AgentUser agentUser = new AgentUser(onlineUser.getId(),
+                        UKDataContext.ChannelTypeEnum.WEBIM.toString(), // callout
+                        onlineUser.getId(),
+                        onlineUser.getUsername(),
+                        UKDataContext.SYSTEM_ORGI,
+                        appid);
+
+                agentUser.setServicetime(now);
+                agentUser.setCreatetime(now);
+                agentUser.setUpdatetime(now);
+                agentUser.setSessionid(session);
+                // 聊天机器人处理的请求
+                agentUser.setOpttype(UKDataContext.OptTypeEnum.CHATBOT.toString());
+                agentUser.setAgentno(aiid); // 聊天机器人ID
+                agentUser.setCity(onlineUser.getCity());
+                agentUser.setProvince(onlineUser.getProvince());
+                agentUser.setCountry(onlineUser.getCountry());
+                AgentService agentService = ServiceQuene.processChatbotService(agentUser, orgi);
+                agentUser.setAgentserviceid(agentService.getId());
+
+                getAgentUserRes().save(agentUser);
+                getOnlineUserRes().save(onlineUser);
+                CacheHelper.getAgentUserCacheBean().put(user, agentUser, orgi);
+                CacheHelper.getOnlineUserCacheBean().put(user, onlineUser, orgi);
             }
         } catch (Exception e) {
             e.printStackTrace();
         }
     }
 
-
     //添加@OnDisconnect事件，客户端断开连接时调用，刷新客户端信息  
     @OnDisconnect
     public void onDisconnect(SocketIOClient client) throws Exception {
         String user = client.getHandshakeData().getSingleUrlParam("userid");
         String orgi = client.getHandshakeData().getSingleUrlParam("orgi");
-        if (!StringUtils.isBlank(user)) {
+        if (StringUtils.isNotBlank(user)) {
-            NettyClients.getInstance().removeIMEventClient(user, UKTools.getContextID(client.getSessionId().toString()));
+            NettyClients.getInstance().removeChatbotEventClient(user, UKTools.getContextID(client.getSessionId().toString()));
-            AiUser aiUser = (AiUser) CacheHelper.getOnlineUserCacheBean().getCacheObject(user, orgi);
+            AgentUser agentUser = (AgentUser) CacheHelper.getAgentUserCacheBean().getCacheObject(user, orgi);
-            if (aiUser != null) {
+            OnlineUser onlineUser = (OnlineUser) CacheHelper.getOnlineUserCacheBean().getCacheObject(user, orgi);
-                ServiceQuene.processAiService(aiUser, orgi);
+            if (agentUser != null) {
-                CacheHelper.getOnlineUserCacheBean().delete(user, UKDataContext.SYSTEM_ORGI);
+                ServiceQuene.processChatbotService(agentUser, orgi);
+                CacheHelper.getAgentUserCacheBean().delete(user, UKDataContext.SYSTEM_ORGI);
+                CacheHelper.getOnlineUserCacheBean().delete(user, orgi);
+                agentUser.setStatus(UKDataContext.OnlineUserOperatorStatus.OFFLINE.toString());
+                onlineUser.setStatus(UKDataContext.OnlineUserOperatorStatus.OFFLINE.toString());
+                getAgentUserRes().save(agentUser);
+                getOnlineUserRes().save(onlineUser);
             }
         }
         client.disconnect();
@@ -159,22 +214,21 @@ public class ChatbotEventHandler {
          * 处理表情
          */
         data.setMessage(UKTools.processEmoti(data.getMessage()));
-        data.setTousername(UKDataContext.ChannelTypeEnum.AI.toString());
+        data.setTousername(invite.getAiname());
 
         data.setAiid(aiid);
 
-        Object cacheData = (AiUser) CacheHelper.getOnlineUserCacheBean().getCacheObject(user, orgi);
+        AgentUser agentUser = (AgentUser) CacheHelper.getAgentUserCacheBean().getCacheObject(user, orgi);
-        if (cacheData != null && cacheData instanceof AiUser) {
+        if (agentUser != null) {
-            AiUser aiUser = (AiUser) cacheData;
+            data.setAgentserviceid(agentUser.getAgentserviceid());
-            data.setAgentserviceid(aiUser.getAgentserviceid());
+            data.setChannel(agentUser.getChannel());
-            data.setChannel(aiUser.getChannel());
             /**
              * 一定要设置 ContextID
              */
-            data.setContextid(aiUser.getAgentserviceid());
+            data.setContextid(agentUser.getAgentserviceid());
         }
         MessageOutContent outMessage = MessageUtils.createAiMessage(data, data.getAppid(), data.getChannel(), UKDataContext.CallTypeEnum.IN.toString(), UKDataContext.AiItemType.USERINPUT.toString(), UKDataContext.MediaTypeEnum.TEXT.toString(), data.getUserid());
-        if (!StringUtils.isBlank(data.getUserid()) && UKDataContext.MessageTypeEnum.MESSAGE.toString().equals(data.getType())) {
+        if (StringUtils.isNotBlank(data.getUserid()) && UKDataContext.MessageTypeEnum.MESSAGE.toString().equals(data.getType())) {
             if (!StringUtils.isBlank(data.getTouser())) {
                 OutMessageRouter router = null;
                 router = (OutMessageRouter) UKDataContext.getContext().getBean(data.getChannel());
@@ -182,11 +236,33 @@ public class ChatbotEventHandler {
                     router.handler(data.getTouser(), UKDataContext.MessageTypeEnum.MESSAGE.toString(), data.getAppid(), outMessage);
                 }
             }
-            if (cacheData != null && cacheData instanceof AiUser) {
+            if (agentUser != null) {
-                AiUser aiUser = (AiUser) cacheData;
+                Date now = new Date();
-                aiUser.setTime(System.currentTimeMillis());
+                agentUser.setUpdatetime(now);
-                CacheHelper.getOnlineUserCacheBean().put(user, aiUser, UKDataContext.SYSTEM_ORGI);
+                agentUser.setLastmessage(now);
+                agentUser.setLastmsg(data.getMessage());
+                CacheHelper.getAgentUserCacheBean().put(user, agentUser, UKDataContext.SYSTEM_ORGI);
             }
         }
     }
-}  
+
+    /**
+     * Lazy load
+     * @return
+     */
+    public AgentUserRepository getAgentUserRes() {
+        if (agentUserRes == null)
+            agentUserRes = UKDataContext.getContext().getBean(AgentUserRepository.class);
+        return agentUserRes;
+    }
+
+    /**
+     * Lazy load
+     * @return
+     */
+    public OnlineUserRepository getOnlineUserRes() {
+        if (onlineUserRes == null)
+            onlineUserRes = UKDataContext.getContext().getBean(OnlineUserRepository.class);
+        return onlineUserRes;
+    }
+}

contact-center/app/src/main/java/com/chatopera/cc/webim/web/handler/apps/internet/IMController.java

@@ -298,20 +298,16 @@ public class IMController extends Handler {
                         contacts = processContacts(orgi, contacts, appid, userid);
                     }
                     if (StringUtils.isNotBlank(sign)) {
-                        try {
+                        OnlineUserUtils.online(super.getIMUser(request, sign, contacts != null ? contacts.getName() : null),
-                            OnlineUserUtils.online(super.getIMUser(request, sign, contacts != null ? contacts.getName() : null),
+                                orgi,
-                                    orgi,
+                                sessionid,
-                                    sessionid,
+                                UKDataContext.OnlineUserTypeStatus.WEBIM.toString(),
-                                    UKDataContext.OnlineUserTypeStatus.WEBIM.toString(),
+                                request,
-                                    request,
+                                UKDataContext.ChannelTypeEnum.WEBIM.toString(),
-                                    UKDataContext.ChannelTypeEnum.WEBIM.toString(),
+                                appid,
-                                    appid,
+                                contacts,
-                                    contacts,
+                                invite);
-                                    invite);
+
-                        } catch (java.lang.ClassCastException e) {
-                            // #TODO workaround for
-                            // https://github.com/chatopera/cosin/issues/75
-                        }
                     }
                     OnlineUserUtils.webIMClients.putClient(userid, new WebIMClient(userid, client, emitter));
                 }

contact-center/app/src/main/java/com/chatopera/cc/webim/web/model/AgentUser.java

@@ -79,7 +79,8 @@ public class AgentUser implements Serializable, Comparable<AgentUser> {
 	private Date waittingtimestart = new Date();
 	private Date lastgetmessage = new Date();
 	private String lastmsg;
-	
+	private String opttype;
+
 	private String skill ;	//请求的技能组
 	private String agent ;	//请求的坐席
 	
@@ -565,6 +566,14 @@ public class AgentUser implements Serializable, Comparable<AgentUser> {
 		this.skillname = skillname;
 	}
 
+	public String getOpttype() {
+		return opttype;
+	}
+
+	public void setOpttype(String opttype) {
+		this.opttype = opttype;
+	}
+
 	@Override
 	public int compareTo(AgentUser o) {
 		int ret = 0 ;

contact-center/config/sql/cskefu-MySQL-slim.sql

@@ -650,6 +650,7 @@ CREATE TABLE `uk_agentuser` (
   `datadept` varchar(255) DEFAULT NULL COMMENT '创建人部门',
   `intime` int(32) DEFAULT NULL COMMENT '接入时间',
   `batid` varchar(32) DEFAULT NULL COMMENT '批次ID',
+  `opttype` varchar(32) DEFAULT NULL COMMENT '服务处理类型',
   `ipaddr` varchar(50) DEFAULT NULL COMMENT 'IP地址',
   `osname` varchar(100) DEFAULT NULL COMMENT '操作系统名称',
   `browser` varchar(100) DEFAULT NULL COMMENT '浏览器',