private void ProcessRingingEvent(IAgentStatusEvent objRoutingEventAssignedEvent)
{
int index;
Agent agent;
string callID;
try
{
if (objRoutingEventAssignedEvent != null)
{
callID = objRoutingEventAssignedEvent.CallID;
_logger.Info("RoutingEvent Assigned ## CallID: " + callID + " AgentKey: " + objRoutingEventAssignedEvent.AgentKey + " AgentStation: " + objRoutingEventAssignedEvent.Extension);
callDetailGridUpdateEvent?.Invoke(false, callID, "assigned", "ringing");
if (AgentsListFromServer.Contains(objRoutingEventAssignedEvent.AgentKey.ToString()))
{
agent = (Agent)AgentsListFromServer[objRoutingEventAssignedEvent.AgentKey.ToString()];
agent.Status = "Ringing";
agent.CallID = callID;
index = listViewAgentsList.Items.IndexOfKey(agent.Name);
listViewAgentsList.Items[index].BackColor = Color.OrangeRed;
listViewAgentsList.Items[index].SubItems[2].Text = agent.Status;
listViewAgentsList.Items[index].SubItems[5].Text = callID;
if (!agentsQueue.ContainsKey(agent.AgentID))
{
_logger.Info("Adding Time for Agent: " + agent.AgentID);
lock (agentsQueue)
agentsQueue.Add(agent.AgentID, agent);
if (agentsRingingTime.Contains(agent.AgentID))
{
lock (agentsRingingTime)
agentsRingingTime[agent.AgentID] = DateTime.Now;
}
else
{
lock (agentsRingingTime)
agentsRingingTime.Add(agent.AgentID, DateTime.Now);
}
agentsQueueWait.Set();
}
else
{
_logger.Info("Agent already present in Ringing Queue " + agent.AgentID);
}
}
}
}
catch (Exception ex)
{
_logger.Error("Exception in ProcessRingingEvent " + ex);
}
}
private void ProcessMediaEvent(MediaEvent mediaEvent)
{
switch (mediaEvent.ObjectType)
{
case enMediaEventObjectTypes.MediaEventObjectType_AgentStatus:
IAgentStatusEvent statusEvent = (IAgentStatusEvent)mediaEvent;
ProcessAgentStatusEvent(statusEvent);
break;
case enMediaEventObjectTypes.MediaEventObjectType_Delivered:
var objDeliveredEvent = mediaEvent as DeliveredEvent;
_logger.Info("MediaEventObjectType_Delivered callID: " + objDeliveredEvent.CallID);
break;
case enMediaEventObjectTypes.MediaEventObjectType_Established:
var objEstablishedEvent = mediaEvent as EstablishedEvent;
_logger.Info("MediaEventObjectType_Established " + objEstablishedEvent.CallID);
break;
case enMediaEventObjectTypes.MediaEventObjectType_Queued:
var objQueuedEvent = mediaEvent as QueuedEvent;
_logger.Info("MediaEventObjectType_Queued " + objQueuedEvent.CallID);
break;
case enMediaEventObjectTypes.MediaEventObjectType_Diverted:
var objDivertedEvent = mediaEvent as DivertedEvent;
_logger.Info("MediaEventObjectType_Diverted " + objDivertedEvent.CallID);
break;
case enMediaEventObjectTypes.MediaEventObjectType_Disconnected:
var objDisconnectEvent = mediaEvent as DisconnectedEvent;
_logger.Info("MediaEventObjectType_Disconnected CallID: " + objDisconnectEvent.CallID + " Reason " + objDisconnectEvent.Reason);
callDetailGridUpdateEvent?.Invoke(true, objDisconnectEvent.CallID);
lock (activeCallsDict)
activeCallsDict.Remove(objDisconnectEvent.CallID);
break;
case enMediaEventObjectTypes.MediaEventObjectType_ManagerStateChanged:
IManagerStateChangedEvent stateEvent = (IManagerStateChangedEvent)mediaEvent;
_logger.Info("MediaEvent ManagerStateChanged ## " + stateEvent.State);
break;
}
}
private void ProcessAgentStatusEvent(IAgentStatusEvent statusEvent)
{
int index;
Agent agent;
try
{
if (AgentsListFromServer.Contains(statusEvent.AgentKey.ToString()))
{
agent = (Agent)AgentsListFromServer[statusEvent.AgentKey.ToString()];
index = listViewAgentsList.Items.IndexOfKey(agent.Name);
switch (statusEvent.State)
{
case enAgentStates.AgentState_Unavailable:
_logger.Info("AgentStatusEvent " + statusEvent.AgentID + " is now UnAvailable on " + " Extension = " + statusEvent.Extension + " " + statusEvent.AgentID);
UpdateAgentList(agent, "UnAvailable", Color.DarkGray, index);
break;
case enAgentStates.AgentState_Working:
_logger.Info("AgentStatusEvent " + statusEvent.AgentID + " is now on work on " + " Extension = " + statusEvent.Extension + " " + statusEvent.AgentID);
UpdateAgentList(agent, "work", Color.Yellow, index);
break;
case enAgentStates.AgentState_LoggedOff:
_logger.Info("AgentStatusEvent " + statusEvent.AgentID + " is now on LoggedOFF " + " Extension = " + statusEvent.Extension + " " + statusEvent.AgentID);
UpdateAgentList(agent, "LoggedOUT", Color.AliceBlue, index);
break;
case enAgentStates.AgentState_Ringing:
_logger.Info("AgentStatusEvent " + statusEvent.AgentID + " is now Ringing " + " Extension = " + statusEvent.Extension + " " + statusEvent.AgentID);
ProcessRingingEvent(statusEvent);
break;
case enAgentStates.AgentState_Connected:
_logger.Info("AgentStatusEvent " + statusEvent.AgentID + " is on callID: " + statusEvent.CallID);
UpdateAgentList(agent, "On Call", Color.Orchid, index);
break;
case enAgentStates.AgentState_Available:
_logger.Info("AgentStatusEvent " + statusEvent.AgentID + " is now available on " + " Extension = " + statusEvent.Extension + " " + statusEvent.AgentID);
ProcessAvailableAgentEvent(agent.AgentID);
UpdateAgentList(agent, "Available", Color.Aqua, index);
listViewAgentsList.Items[index].SubItems[5].Text = "";
break;
case enAgentStates.AgentState_Pending:
_logger.Info("AgentStatusEvent Pending State " + statusEvent.ACDState);
break;
default:
_logger.Info("AgentStatusEvent Unhandeled Event " + statusEvent.State);
break;
}
}
}
catch (Exception ex)
{
_logger.Error("Exception in ProcessAgentStatusEvent " + ex);
}
}
