/// <summary>
/// Changes the properties.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="proxyId">The proxy identifier.</param>
/// <param name="dispositionNotes">The disposition notes.</param>
/// <returns></returns>
public OutputValues ChangeProperties(string interactionId, int proxyId, KeyValueCollection addedProperties, KeyValueCollection changedProperties)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
RequestChangeProperties requestChangeProperties = RequestChangeProperties.Create();
try
{
requestChangeProperties.InteractionId = interactionId;
requestChangeProperties.ProxyClientId = proxyId;
if (changedProperties != null)
{
requestChangeProperties.ChangedProperties = changedProperties;
}
if (addedProperties != null)
{
requestChangeProperties.AddedProperties = addedProperties;
}
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage response = Settings.InteractionProtocol.Request(requestChangeProperties);
if (response.Id == EventPropertiesChanged.MessageId || response.Id == EventAck.MessageId)
{
logger.Info("------------RequestChangeProperties-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info(" RequestChangeProperties : response :" + response.ToString());
logger.Info("-------------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Change Properties Successful";
}
else
{
output.MessageCode = "2001";
output.Message = "Don't Change Properties Successful";
}
}
else
{
logger.Warn("ChangeProperties() : Interaction Server Protocol is Null..");
}
}
catch (ProtocolException protocolException)
{
logger.Error("Error occurred while change properties request " + protocolException.ToString());
output.MessageCode = "2001";
output.Message = protocolException.Message;
}
catch (Exception generalException)
{
logger.Error("Error occurred while change properties request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Agents the logout.
/// </summary>
/// <param name="proxyId">The proxy identifier.</param>
/// <returns></returns>
public OutputValues AgentLogout(int proxyId)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
RequestAgentLogout requestAgentlogout = RequestAgentLogout.Create();
requestAgentlogout.ProxyClientId = proxyId;
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestAgentlogout);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck eventAgentLogout = (EventAck)message;
logger.Info("-------------AgentLogout----------------");
logger.Info("ProxyClientId :" + proxyId);
logger.Info("Name :" + eventAgentLogout.Name.ToString());
logger.Info("----------------------------------------");
logger.Trace(eventAgentLogout.ToString());
output.MessageCode = "200";
output.Message = "Agent Logout Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.ErrorCode = eventError.ErrorCode;
output.MessageCode = "2002";
output.Message = "AgentLogout() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Agent Logout UnSuccessful";
}
}
else
{
logger.Warn("AgentLogout() : Interaction Server Protocol is Null..");
}
}
catch (Exception commonException)
{
logger.Error("Error occurred while Agent Logout request " + commonException.ToString());
output.MessageCode = "2001";
output.Message = commonException.Message;
}
return(output);
}
/// <summary>
/// Leaves the interaction from conference.
/// </summary>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <param name="agentID">The agent identifier.</param>
/// <param name="_chatClosingProtocol">The _chat closing protocol.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues LeaveInteractionFromConference(string interactionID, int proxyID, string agentID)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestLeaveInteraction requestLeaveInteraction = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestLeaveInteraction.Create();
requestLeaveInteraction.InteractionId = interactionID;
requestLeaveInteraction.ProxyClientId = proxyID;
requestLeaveInteraction.Reason = null;
//ReasonInfo reasonInfo = ReasonInfo.Create();
//reasonInfo.ReasonDescription = agentID.ToString() + " Leaving from the Conference";
//requestLeaveInteraction.Reason = reasonInfo;
requestLeaveInteraction.Extension = null;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage response = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestLeaveInteraction);
if (response != null)
{
switch (response.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
logger.Info("------------LeaveInteractionFromConference-------------");
logger.Info("InteractionId :" + interactionID);
logger.Info("ProxyClientId :" + proxyID);
logger.Info("AgentId :" + agentID);
logger.Info("-------------------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Leave Interaction From Conference Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
logger.Trace(response.ToString());
output.MessageCode = "2001";
output.Message = "Don't Leave Interaction From Conference Successful";
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Don't Leave Interaction From Conference Successful";
}
}
else
{
logger.Warn("LeaveInteractionFromConference() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Leave Interaction From Conference request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public Dictionary <ContactDetails, string> GetContactId(string tenantId, MediaTypes mediaType, KeyValueCollection userData)
{
Dictionary <ContactDetails, string> contactDetails = null;
OutputValues output = Pointel.Interactions.Contact.Core.Request.RequestToIdentifyContact.IdentifyContact(mediaType.ToString().ToLower(), ConfigContainer.Instance().TenantDbId, userData);
if (output.MessageCode == "200")
{
IMessage message = output.IContactMessage;
if (message != null)
{
contactDetails = new Dictionary <ContactDetails, string>();
switch (message.Id)
{
case EventIdentifyContact.MessageId:
EventIdentifyContact eventIdentifyContact = (EventIdentifyContact)message;
logger.Trace(eventIdentifyContact.ToString());
if (eventIdentifyContact.ContactId != null)
{
contactDetails.Add(ContactDetails.ContactId, eventIdentifyContact.ContactId);
}
else if (eventIdentifyContact.ContactIdList != null)
{
if (eventIdentifyContact.ContactIdList.Count > 0)
{
contactDetails.Add(ContactDetails.ContactId, eventIdentifyContact.ContactIdList[0].ToString());
}
}
if (eventIdentifyContact.OtherFields != null)
{
foreach (var fields in eventIdentifyContact.OtherFields.Keys)
{
ContactDetails tempenum;
if (Enum.TryParse(fields.ToString(), true, out tempenum))
{
contactDetails.Add(tempenum, eventIdentifyContact.OtherFields[fields.ToString()].ToString());
}
}
}
break;
case Genesyslab.Platform.Contacts.Protocols.ContactServer.Events.EventError.MessageId:
Genesyslab.Platform.Contacts.Protocols.ContactServer.Events.EventError eventError = (Genesyslab.Platform.Contacts.Protocols.ContactServer.Events.EventError)message;
logger.Trace(eventError.ToString());
break;
}
return(contactDetails);
}
}
return(contactDetails);
}
/// <summary>
/// Deletes the case information.
/// </summary>
/// <param name="interactionid">The interactionid.</param>
/// <param name="keyvalues">The keyvalues.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues DeleteCaseInformation(string interactionId, int proxyClientID, Genesyslab.Platform.Commons.Collections.KeyValueCollection keyvalues)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties deletedProperties = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties.Create();
deletedProperties.InteractionId = interactionId;
deletedProperties.ProxyClientId = proxyClientID;
if (keyvalues != null)
{
deletedProperties.DeletedProperties = keyvalues;
}
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage response = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(deletedProperties);
if (response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventPropertiesChanged.MessageId || response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId)
{
logger.Info("------------DeleteCaseInformation-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyClientID);
logger.Info("KVC : " + keyvalues.ToString());
logger.Info("AddCaseInformation : response :" + response.ToString());
logger.Info("---------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Delete Case Information Successful";
}
else
{
logger.Trace(response.ToString());
output.MessageCode = "2001";
output.Message = "Add Properties UnSuccessful";
}
}
else
{
logger.Warn("AddCaseInformation() : Interaction Server Protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while doing Add Case Information:" + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public static IMessage RequestUpdateInteraction(InteractionContent interactionContent, InteractionAttributes interactionAttributes, BaseEntityAttributes baseEntityAttributes)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
IMessage iMessage = null;
RequestUpdateInteraction updateInteraction = new RequestUpdateInteraction();
if (interactionContent != null)
{
updateInteraction.InteractionContent = interactionContent;
}
if (interactionAttributes != null)
{
updateInteraction.InteractionAttributes = interactionAttributes;
}
if (baseEntityAttributes != null)
{
updateInteraction.EntityAttributes = baseEntityAttributes;
}
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("------------RequestUpdateInteraction-------------");
logger.Info("Interaction Attributes : " + (updateInteraction.InteractionAttributes != null ? "null" : updateInteraction.InteractionAttributes.ToString()));
logger.Info("Entity Attributes : " + (updateInteraction.InteractionAttributes != null ? "null" : updateInteraction.EntityAttributes.ToString()));
logger.Info("---------------------------------------------------");
iMessage = Settings.UCSProtocol.Request(updateInteraction);
updateInteraction = null;
logger.Trace("Response : " + (iMessage != null ? "null" : iMessage.ToString()));
}
else
{
logger.Warn("Error occurred as : Universal Contact Server protocol is Null or Closed");
}
return(iMessage);
}
/// <summary>
/// Gets the contact list.
/// </summary>
/// <param name="tenantId">The tenant identifier.</param>
/// <returns></returns>
public static OutputValues GetContactList(int tenantId, List <string> attributeNames, int startIndex)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestGetContacts requestGetContacts = new RequestGetContacts();
requestGetContacts.IndexOfFirst = startIndex;
StringList stringList = new StringList();
for (int count = 0; count < attributeNames.Count; count++)
{
stringList.Add(attributeNames[count].ToString());
}
//stringList.Add("EmailAddress");
//stringList.Add("FirstName");
//stringList.Add("LastName");
requestGetContacts.AttributeList = stringList;
requestGetContacts.TenantId = tenantId;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("------------GetContacts-------------");
logger.Info("TenantId :" + tenantId);
logger.Info("AttributeList: " + stringList);
logger.Info("-------------------------------------");
IMessage message = Settings.UCSProtocol.Request(requestGetContacts);
if (message != null)
{
logger.Trace(message.ToString());
output.IContactMessage = message;
output.MessageCode = "200";
output.Message = "Get Contacts Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Get Contacts Successful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("GetContactList() : Universal Contact Server Protocol is Null");
}
}
catch (Exception generalException)
{
logger.Error("Error Occurred while Get Contacts request" + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public static Pointel.Interactions.Chat.Core.General.OutputValues ResumeInteraction(int proxyID, string sessionID, KeyValueCollection extensions, ReasonInfo reason)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestResume requestResume = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestResume.Create();
requestResume.InteractionId = sessionID;
requestResume.ProxyClientId = proxyID;
requestResume.Extension = extensions;
requestResume.Reason = reason;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestResume);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
logger.Info("------------RequestResume-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("--------------------------------------");
logger.Info(requestResume.ToString());
output.MessageCode = "200";
output.Message = "Interaction Resume Successful.";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = "ResumeInteraction() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Media Resume Interaction UnSuccessful";
}
}
else
{
logger.Warn("ResumeInteraction() : IXN Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Resume Interaction request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Changes the properties.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="proxyId">The proxy identifier.</param>
/// <param name="dispositionNotes">The disposition notes.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues ChangeProperties(string interactionId, int proxyId, Genesyslab.Platform.Commons.Collections.KeyValueCollection addedProperties, Genesyslab.Platform.Commons.Collections.KeyValueCollection changedProperties)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties requestChangeProperties = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties.Create();
try
{
requestChangeProperties.InteractionId = interactionId;
requestChangeProperties.ProxyClientId = proxyId;
if (changedProperties != null)
{
requestChangeProperties.ChangedProperties = changedProperties;
}
if (addedProperties != null)
{
requestChangeProperties.AddedProperties = addedProperties;
}
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage response = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestChangeProperties);
if (response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventPropertiesChanged.MessageId || response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId)
{
logger.Info("------------RequestChangeProperties-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info(" RequestChangeProperties : response :" + response.ToString());
logger.Info("-------------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Change Properties Successful";
}
else
{
output.MessageCode = "2001";
output.Message = "Don't Change Properties Successful";
}
}
else
{
logger.Warn("ChangeProperties() : Interaction Server Protocol is Null..");
}
}
catch (Genesyslab.Platform.Commons.Protocols.ProtocolException protocolException)
{
logger.Error("Error occurred while change properties request " + protocolException.ToString());
output.MessageCode = "2001";
output.Message = protocolException.Message;
}
catch (Exception generalException)
{
logger.Error("Error occurred while change properties request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Adds the agent favorite response.
/// </summary>
/// <param name="stdResponse">The standard response.</param>
/// <param name="agentId">The agent identifier.</param>
/// <returns></returns>
public static OutputValues AddAgentFavoriteResponse(string stdResponse, string agentId)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestAddAgentStdRespFavorite requestAddAgentStdRespFavorite = new RequestAddAgentStdRespFavorite();
requestAddAgentStdRespFavorite.StandardResponse = stdResponse;
// requestAddFavouriteResponse.Name = stdName;
// string strAgentID = "1001";
int? agentid = int.Parse(agentId.ToString());
requestAddAgentStdRespFavorite.AgentId = agentid;
// requestAddFavouriteResponse.Name = stdResponse;
// requestAddFavouriteResponse.Name = name;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("------------AddAgentFavoriteResponse-------------");
logger.Info("StandardResponse :" + stdResponse);
logger.Info("AgentId :" + agentId);
logger.Info("-------------------------------------------------");
IMessage response = Settings.UCSProtocol.Request(requestAddAgentStdRespFavorite);
if (response != null)
{
logger.Trace(response.ToString());
output.IContactMessage = response;
output.MessageCode = "200";
output.Message = "Add Agent Standard Response Favorite Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Add Agent Standard Response Favorite.";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("AddAgentFavoriteResponse() : Universal Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Add Agent Standard Response Favorite request " + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return output;
}
/// <summary>
/// Gets the interactions count.
/// </summary>
/// <param name="mediaType">Type of the media.</param>
/// <returns></returns>
public static OutputValues GetInteractionsCount(string mediaType)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestGetInteractionsWithStatus requestGetInteractionsWithStatus = new RequestGetInteractionsWithStatus();
requestGetInteractionsWithStatus.MediaType = mediaType;
requestGetInteractionsWithStatus.InteractionType = "Inbound";
requestGetInteractionsWithStatus.InteractionSubtype = "InboundNew";
requestGetInteractionsWithStatus.Status = new Genesyslab.Platform.Contacts.Protocols.ContactServer.NullableStatuses(Statuses.InProcess);
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("--------GetInteractionsCount---------");
logger.Info("MediaType :" + mediaType);
logger.Info("-------------------------------------");
IMessage response = Settings.UCSProtocol.Request(requestGetInteractionsWithStatus);
if (response != null)
{
logger.Trace(response.ToString());
output.IContactMessage = response;
output.MessageCode = "200";
output.Message = "Get Interaction Count Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Get Interaction Count Successful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("GetInteractionsCount() : Universal Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error Occurred while Get Interaction Count request" + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Gets the recent interaction list.
/// </summary>
/// <param name="universalContactServerProtocol">The universal contact server protocol.</param>
/// <param name="mediaType">Type of the media.</param>
/// <param name="interactionID">The interaction unique identifier.</param>
/// <returns></returns>
public static IMessage GetInteractionContent(string interactionID, bool isAttachments)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
IMessage message = null;
try
{
RequestGetInteractionContent requestGetInteractionContent = RequestGetInteractionContent.Create();
requestGetInteractionContent.InteractionId = interactionID;
requestGetInteractionContent.IncludeAttachments = isAttachments;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("------------RequestToGetInteractionContent-------------");
logger.Info("InteractionId :" + interactionID);
logger.Info("-------------------------------------------------------");
message = Settings.UCSProtocol.Request(requestGetInteractionContent);
if (message != null)
{
logger.Trace(message.ToString());
}
else
{
logger.Trace("null response from RequestGetInteractionContent");
}
}
else
{
logger.Warn("Universal Contact Server protocol is Null or Closed");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while sending Request Get Interaction Content as : " + generalException.ToString());
}
return(message);
}
/// <summary>
/// Gets the content of the response.
/// </summary>
/// <param name="tenantID">The tenant unique identifier.</param>
/// <returns></returns>
public static OutputValues GetResponseContent(int tenantID)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
logger.Debug("Getting the AllAttributes from the UCS server");
RequestGetAllCategories getAllCategories = new RequestGetAllCategories();
getAllCategories.TenantId = tenantID;
getAllCategories.Language = "English";
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("--------GetResponseContent---------");
logger.Info("TenantId :" + tenantID);
logger.Info("-----------------------------------");
IMessage response = Settings.UCSProtocol.Request(getAllCategories);
if (response != null)
{
logger.Trace(response.ToString());
output.IContactMessage = response;
output.MessageCode = "200";
output.Message = "Get All Response Content Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Get All Response Content Successful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("GetResponseContent() : Universal Contact Server protocol is Null..");
}
}
catch (Exception ex)
{
output.IContactMessage = null;
output.Message = "Error occurred while get all standard response ";
output.MessageCode = "2001";
logger.Error("GetResponseContent()" + ex.ToString());
}
return(output);
}
public static OutputValues IdentifyContact(string mediaType, int tenantId, KeyValueCollection userData)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestIdentifyContact requestIdentifyContact = RequestIdentifyContact.Create();
requestIdentifyContact.TenantId = tenantId;
requestIdentifyContact.MediaType = mediaType;
requestIdentifyContact.CreateContact = true;
requestIdentifyContact.OtherFields = userData;
logger.Info("------------RequestIdentifyContact-------------");
logger.Info(requestIdentifyContact.ToString());
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.UCSProtocol.Request(requestIdentifyContact);
if (message != null)
{
logger.Trace(message.ToString());
output.IContactMessage = message;
output.MessageCode = "200";
output.Message = "Identify Contact Successfully";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Identify Contact Successfully";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("RequestToIdentifyContact() : Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Request To Identify Contact " + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Removes the attach document.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="documentId">The document identifier.</param>
/// <returns></returns>
public static OutputValues RemoveAttachDocument(string interactionId, string documentId)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestRemoveDocument requestRemoveDocument = new RequestRemoveDocument();
requestRemoveDocument.InteractionId = interactionId;
requestRemoveDocument.DocumentId = documentId;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("--------RemoveAttachDocument------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("DocumentId :" + documentId);
logger.Info("----------------------------------------");
IMessage response = Settings.UCSProtocol.Request(requestRemoveDocument);
if (response != null)
{
logger.Trace(response.ToString());
output.IContactMessage = response;
output.MessageCode = "200";
output.Message = "Remove Attach Document Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Remove Attach Document Successful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("RemoveAttachDocument() : Universal Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error Occurred while Remove Attach Document request" + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public static OutputValues RequestInsertContact(int tenantId, AttributesList attribute)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestInsert reqInsertContact = new RequestInsert();
reqInsertContact.TenantId = tenantId;
reqInsertContact.Attributes = attribute;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("------------RequestInsertContact-------------");
logger.Info("Tenant ID : " + tenantId);
logger.Info("---------------------------------------------------");
IMessage message = Settings.UCSProtocol.Request(reqInsertContact);
if (message != null)
{
logger.Trace(message.ToString());
output.IContactMessage = message;
output.MessageCode = "200";
output.Message = "Contact Inserted Successfully";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Can't Insert Contact Successfully";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("RequestDeleteContact() : Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Insert Contact " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Joins the consult chat session.
/// </summary>
/// <param name="sessionID">The session unique identifier.</param>
/// <param name="subject">The subject.</param>
/// <param name="message">The message.</param>
/// <param name="userData">The user data.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues JoinConsultChatSession(string sessionID, string subject, string message, Genesyslab.Platform.Commons.Collections.KeyValueCollection userData)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.WebMedia.Protocols.BasicChat.Requests.RequestJoin requestJoinChat = Genesyslab.Platform.WebMedia.Protocols.BasicChat.Requests.RequestJoin.Create();
Genesyslab.Platform.WebMedia.Protocols.BasicChat.MessageText newMessageText = Genesyslab.Platform.WebMedia.Protocols.BasicChat.MessageText.Create();
newMessageText.Text = message;
requestJoinChat.MessageText = newMessageText;
requestJoinChat.SessionId = sessionID;
requestJoinChat.UserData = userData;
requestJoinChat.Visibility = Genesyslab.Platform.WebMedia.Protocols.BasicChat.Visibility.Int;
requestJoinChat.Subject = subject;
if (Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage iMessage = Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol.Request(requestJoinChat);
if (iMessage != null)
{
logger.Info("------------JoinConsultChatSession-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("subject :" + subject);
logger.Info("MessageText:" + message);
logger.Info("----------------------------------------");
logger.Trace(iMessage.ToString());
output.RequestJoinIMessage = iMessage;
output.MessageCode = "200";
output.Message = "Join Consult Chat Session Successful";
}
else
{
logger.Warn("JoinConsultChatSession() : IMessage is Null..");
}
}
else
{
logger.Warn("JoinConsultChatSession() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Join the consult chat session request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Gets the standard response.
/// </summary>
/// <param name="standardresponseId">The standard response identifier.</param>
/// <returns></returns>
public static OutputValues GetStandardResponse(string standardresponseId)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestGetStandardResponse requestGetStandardResponse = new RequestGetStandardResponse();
requestGetStandardResponse.StandardResponseId = standardresponseId;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("--------GetStandardResponse------------");
logger.Info("StandardResponseId :" + standardresponseId);
logger.Info("---------------------------------------");
IMessage message = Settings.UCSProtocol.Request(requestGetStandardResponse);
if (message != null)
{
logger.Trace(message.ToString());
output.IContactMessage = message;
output.MessageCode = "200";
output.Message = "Get Standard Response Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Get Standard Response Successful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("GetStandardResponse() : Universal Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error Occurred while Get Standard Response request" + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Deletes the interaction from ucs.
/// </summary>
/// <param name="interactionID">The interaction unique identifier.</param>
/// <returns></returns>
public static OutputValues DeleteInteractionFromUCS(string interactionID)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestDeleteInteraction requestDeleteInteraction = new RequestDeleteInteraction();
requestDeleteInteraction.InteractionId = interactionID;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("--------DeleteInteractionFromUCS------------");
logger.Info("InteractionId :" + interactionID);
logger.Info("--------------------------------------------");
IMessage response = Settings.UCSProtocol.Request(requestDeleteInteraction);
if (response != null)
{
logger.Trace(response.ToString());
output.IContactMessage = response;
output.MessageCode = "200";
output.Message = "Delete Interaction from UCS Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Delete Interaction from UCS UnSuccessful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("DeleteInteractionFromUCS() : Universal Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error Occurred while Delete Interaction from UCS" + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Agents the register.
/// </summary>
/// <param name="clientName">Name of the client.</param>
/// <returns></returns>
public OutputValues AgentRegister(string clientName)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
RequestRegisterClient requestRegisterClient = RequestRegisterClient.Create();
requestRegisterClient.ClientName = clientName;
requestRegisterClient.ClientType = InteractionClient.AgentApplication;
requestRegisterClient.ProxyClientId = 0;
requestRegisterClient.Extension = null;
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestRegisterClient);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck eventAgentRegister = (EventAck)message;
logger.Info("------------AgentRegister-------------");
logger.Info("ClientName :" + clientName);
logger.Info("--------------------------------------");
logger.Trace(eventAgentRegister.ToString());
output.MessageCode = "200";
output.ProxyID = eventAgentRegister.ProxyClientId;
output.Message = "Agent Register Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = "AgentRegister() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Agent Register UnSuccessful";
}
}
else
{
logger.Warn("AgentRegister() : Interaction Server Protocol is Null..");
}
}
catch (Exception commonException)
{
logger.Error("Error occurred while Register request " + commonException.ToString());
output.MessageCode = "2001";
output.Message = commonException.Message;
}
return(output);
}
public void PopupMID(string mid)
{
try
{
if (!string.IsNullOrEmpty(_caseId) && _caseId != "invalid" && _caseId != "unknown")
{
Navigate(_himmsConfiguration.CaseIdPopupUrl + "?extcaseId=" + _caseId, "caseManagement");
}
//PopupCaseID(_himmsConfiguration.CaseIdPopupUrl + "?extcaseId=" + _caseId, "caseManagement");
else if (!string.IsNullOrEmpty(mid) && mid != "invalid" && mid != "unknown")
{
string url = _himmsConfiguration.MIDPopupUrl + "?mid=" + mid;
//PopupMID(url, "MerchantPopup");
Navigate(url, "MerchantPopup");
}
}
catch (Exception generalException)
{
_logger.Error("Error occurred as " + generalException.Message);
_logger.Trace("Error Trace : " + generalException.StackTrace);
}
}
/// <summary>
/// Gets the contacts.
/// </summary>
/// <param name="contactId">The contact identifier.</param>
/// <param name="media">The media.</param>
/// <param name="tenantId">The tenant identifier.</param>
/// <returns></returns>
public static OutputValues GetContacts(SearchCriteriaCollection searchCriteriaCollection, string contactID, int tenantId, int pagemaxSize, List <string> attributesNames)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
OutputValues output = OutputValues.GetInstance();
try
{
RequestGetInteractionsForContact requestGetContacts = RequestGetInteractionsForContact.Create();
requestGetContacts.DataSource = new NullableDataSourceType(DataSourceType.Main);
requestGetContacts.SortCriteria = new SortCriteriaCollection();
SortCriteriaCollection sortCC = new SortCriteriaCollection();
SortCriteria sortc = new SortCriteria()
{
AttrName = InteractionSearchCriteriaConstants.StartDate, SortOperator = new NullableSortMode(SortMode.Descending), SortIndex = 0
};
sortCC.Add(sortc);
requestGetContacts.SortCriteria = sortCC;
requestGetContacts.SearchCriteria = searchCriteriaCollection;
StringList stringList = new StringList();
if (attributesNames != null && attributesNames.Count > 0)
{
for (int index = 0; index < attributesNames.Count; index++)
{
stringList.Add(attributesNames[index]);
}
}
requestGetContacts.AttributeList = stringList;
requestGetContacts.TenantId = tenantId;
requestGetContacts.ContactId = contactID;
if (Settings.UCSProtocol != null && Settings.UCSProtocol.State == ChannelState.Opened)
{
logger.Info("---------------------------------------------------------");
IMessage message = Settings.UCSProtocol.Request(requestGetContacts);
if (message != null)
{
logger.Trace(message.ToString());
output.IContactMessage = message;
output.MessageCode = "200";
output.Message = "Get Interactions For Contact Successful";
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Don't Get Interactions For Contact Successful";
}
}
else
{
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = "Universal Contact Server protocol is Null or Closed";
logger.Warn("GetContacts() : Universal Contact Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error Occurred while Get Interactions For Contact request" + generalException.ToString());
output.IContactMessage = null;
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public OutputValues RequestPlaceWorkbin(string interactionId, string agentId,
//string placeId,
string workbin, int proxyId)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
WorkbinInfo workbinInfo = WorkbinInfo.Create();
workbinInfo.WorkbinAgentId = agentId;
// workbinInfo.WorkbinPlaceId = placeId;
workbinInfo.WorkbinTypeId = workbin;
RequestPlaceInWorkbin requestPlaceInWorkbin = RequestPlaceInWorkbin.Create();
requestPlaceInWorkbin.InteractionId = interactionId;
requestPlaceInWorkbin.ProxyClientId = proxyId;
requestPlaceInWorkbin.Workbin = workbinInfo;
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestPlaceInWorkbin);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck eventAck = (EventAck)message;
logger.Info("------------PlaceInWorkbin-------------");
logger.Info("AgentID :" + agentId);
logger.Info("InteractionID :" + interactionId);
// logger.Info("PlaceID :" + placeId);
logger.Info("ProxyID :" + proxyId);
logger.Info("Workbin :" + workbin);
logger.Info("----------------------------------------------");
logger.Trace(eventAck.ToString());
output.MessageCode = "200";
output.Message = "Place in Workbin Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
logger.Info("------------Error on Email Interaction-------------");
logger.Info("AgentID :" + agentId);
logger.Info("InteractionID :" + interactionId);
// logger.Info("PlaceID :" + placeId);
logger.Info("ProxyID :" + proxyId);
logger.Info("Workbin :" + workbin);
logger.Info("----------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = Convert.ToString(eventError.ErrorDescription);
logger.Error("Error occurred while placeinworkbin : " + Convert.ToString(eventError.ErrorDescription));
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Place in Workbin UnSuccessful";
}
}
else
{
logger.Warn("PlaceInWorkbin() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Accept the request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Rejects the interaction.
/// </summary>
/// <param name="ticketID">The ticket identifier.</param>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <returns></returns>
public OutputValues RejectInteraction(int ticketID, string interactionID, int proxyID, KeyValueCollection data)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
RequestReject requestReject = RequestReject.Create();
requestReject.TicketId = ticketID;
requestReject.InteractionId = interactionID;
requestReject.ProxyClientId = proxyID;
requestReject.Extension = data;
ReasonInfo reasonInfo = ReasonInfo.Create();
reasonInfo.ReasonDescription = "Agent has reject this interaction";
requestReject.Reason = reasonInfo;
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestReject);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck eventInteractionReject = (EventAck)message;
logger.Info("------------RejectInteraction-------------");
logger.Info("InteractionId :" + interactionID);
logger.Info("ProxyClientId :" + proxyID);
logger.Info("---------------------------------------------");
logger.Trace(eventInteractionReject.ToString());
output.MessageCode = "200";
output.Message = "Reject Interaction Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = "RejectInteraction() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Agent Reject Interaction UnSuccessful";
}
}
else
{
logger.Warn("RejectInteraction() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Reject Interaction request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Accepts the interaction.
/// </summary>
/// <param name="ticketID">The ticket identifier.</param>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <returns></returns>
public OutputValues AcceptInteraction(int ticketID, string interactionID, int proxyID)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
RequestAccept requestAccept = RequestAccept.Create();
requestAccept.TicketId = ticketID;
requestAccept.InteractionId = interactionID;
requestAccept.ProxyClientId = Convert.ToInt32(proxyID);
//added 27-02-2015
requestAccept.InitialInFocusState = true;
//end
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestAccept);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck eventAck = (EventAck)message;
logger.Info("------------Accepted Interaction-------------");
logger.Info("TicketID :" + ticketID);
logger.Info("InteractionID :" + interactionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("----------------------------------------------");
logger.Trace(eventAck.ToString());
output.MessageCode = "200";
output.Message = "Accept Interaction Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
logger.Info("------------Error on Email Interaction-------------");
logger.Info("TicketID :" + ticketID);
logger.Info("InteractionID :" + interactionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("----------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = Convert.ToString(eventError.ErrorDescription);
logger.Error("Error occurred while accepting the interaction : " + Convert.ToString(eventError.ErrorDescription));
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Agent Not Ready UnSuccessful";
}
}
else
{
logger.Warn("AcceptChatInteraction() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Accept the request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public OutputValues NotifyWorbin(int proxyClientId, string workbinType, string worbinEmpId, string workbinGroupId = null, string WorkbinPlaceId = null, string workbinPlaceGroupId = null)
{
OutputValues outPutValues = new OutputValues();
outPutValues.Message = string.Empty;
outPutValues.MessageCode = string.Empty;
outPutValues.ErrorCode = 0;
KeyValueCollection keyVC = new KeyValueCollection();
keyVC.Add("event_processing_stopped", 1);
try
{
RequestWorkbinNotifications reqWorkbinNotifications = RequestWorkbinNotifications.Create();
reqWorkbinNotifications.Workbin = WorkbinInfo.Create(workbinType);
reqWorkbinNotifications.Workbin.WorkbinAgentId = worbinEmpId;
if (!string.IsNullOrEmpty(workbinGroupId))
{
reqWorkbinNotifications.Workbin.WorkbinGroupId = workbinGroupId;
}
if (!string.IsNullOrEmpty(workbinPlaceGroupId))
{
reqWorkbinNotifications.Workbin.WorkbinPlaceGroupId = workbinPlaceGroupId;
}
if (!string.IsNullOrEmpty(WorkbinPlaceId))
{
reqWorkbinNotifications.Workbin.WorkbinPlaceId = WorkbinPlaceId;
}
reqWorkbinNotifications.Reason = ReasonInfo.Create();
reqWorkbinNotifications.ProxyClientId = proxyClientId;
reqWorkbinNotifications.NotifyPropertyChanges = 1;
reqWorkbinNotifications.Extension = keyVC;
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(reqWorkbinNotifications);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck _requestWorkbinNotifications = (EventAck)message;
logger.Info("------------Request Workbin Notifications-------------");
logger.Trace(_requestWorkbinNotifications.ToString());
outPutValues.MessageCode = "200";
logger.Trace(_requestWorkbinNotifications.ProxyClientId);
outPutValues.Message = "Request Workbin Notifications Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
logger.Trace(eventError.ToString());
outPutValues.MessageCode = "2001";
outPutValues.Message = "NotifyWorbin() : " + Convert.ToString(eventError.ErrorDescription);
break;
}
}
}
}
catch (Exception error)
{
logger.Error(error.Message.ToString());
outPutValues.MessageCode = "2001";
outPutValues.Message = "NotifyWorbin() : " + error.Message.ToString();
}
return(outPutValues);
}
/// <summary>
/// Agents the ready.
/// </summary>
/// <param name="proxyClientId">The proxy client identifier.</param>
/// <param name="mediaType">Type of the media.</param>
/// <returns></returns>
public OutputValues AgentNotReadyWithReason(int proxyClientId, string mediaType, string reason, string code)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
KeyValueCollection ReasonCode = new KeyValueCollection();
if (!string.IsNullOrEmpty(reason))
{
ReasonCode.Add("Name", reason);
ReasonCode.Add("Code", code);
}
RequestChangeMediaStateReason requestChangeMediaStateReason = RequestChangeMediaStateReason.Create(proxyClientId, ReasonCode, mediaType, ReasonInfo.Create(mediaType, reason, Convert.ToInt32(code)));
//requestChangeMediaStateReason.ProxyClientId = proxyClientId;
//requestChangeMediaStateReason.MediaTypeName = mediaType;
//requestChangeMediaStateReason.Extension = ReasonCode;
//requestChangeMediaStateReason.Reason = ReasonInfo.Create(mediaType, reason, Convert.ToInt32(code));
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestChangeMediaStateReason);
if (message != null)
{
switch (message.Id)
{
case EventAck.MessageId:
EventAck eventAgentNotReady = (EventAck)message;
logger.Info("----------------AgentNotReadyWithReason-------------");
logger.Info("ProxyClientId :" + proxyClientId);
logger.Info("MediaTypeName :" + mediaType);
logger.Info("Name :" + eventAgentNotReady.Name.ToString());
logger.Info("Reason Name :" + reason);
logger.Info("Reason Code :" + code);
logger.Info("----------------------------------------------------");
logger.Trace(eventAgentNotReady.ToString());
output.MessageCode = "200";
output.Message = "Agent Not Ready with reason Successful";
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.ErrorCode = eventError.ErrorCode;
output.MessageCode = "2002";
output.Message = "AgentNotReadyWithReason() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Agent Not Ready with reason UnSuccessful";
}
}
else
{
logger.Warn("AgentNotReadyWithReason() : Interaction Server Protocol is Null..");
}
}
catch (Exception commonException)
{
logger.Error("Error occurred while Agent Not Ready with reason request " + commonException.ToString());
output.MessageCode = "2001";
output.Message = commonException.Message;
}
return(output);
}
public OutputValues GetInteractionProperties(int proxyClientId, string interactionId)
{
OutputValues output = OutputValues.GetInstance();
output.Message = string.Empty;
output.MessageCode = string.Empty;
output.ErrorCode = 0;
try
{
RequestGetInteractionProperties requestGetInteractionProperties = RequestGetInteractionProperties.Create();
requestGetInteractionProperties.InteractionId = interactionId;
requestGetInteractionProperties.ProxyClientId = proxyClientId;
if (Settings.InteractionProtocol != null && Settings.InteractionProtocol.State == ChannelState.Opened)
{
IMessage message = Settings.InteractionProtocol.Request(requestGetInteractionProperties);
if (message != null)
{
switch (message.Id)
{
case EventInteractionProperties.MessageId:
EventInteractionProperties eventInteractionProperties = (EventInteractionProperties)message;
logger.Info("------------Get Interaction Properties-------------");
logger.Info("InteractionID :" + interactionId);
logger.Info("ProxyID :" + proxyClientId);
logger.Info("----------------------------------------------");
logger.Trace(eventInteractionProperties.ToString());
output.MessageCode = "200";
output.Message = "Place in Queue Successful";
output.IMessage = message;
break;
case EventError.MessageId:
EventError eventError = (EventError)message;
logger.Info("------------Error on getting interaction properties-------------");
logger.Info("InteractionID :" + interactionId);
logger.Info("ProxyID :" + proxyClientId);
logger.Info("----------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = Convert.ToString(eventError.ErrorDescription);
logger.Warn("Error occurred while getting interaction properties : " + Convert.ToString(eventError.ErrorDescription));
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Get Interaction Properties UnSuccessful";
}
}
else
{
logger.Warn("GetInteractionProperties() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while getting interaction properties " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Accepts the chat interaction.
/// </summary>
/// <param name="ticketID">The ticket identifier.</param>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues AcceptChatInteraction(int ticketID, string interactionID, int proxyID)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionDelivery.RequestAccept requestAccept = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionDelivery.RequestAccept.Create();
requestAccept.TicketId = ticketID;
requestAccept.InteractionId = interactionID;
requestAccept.ProxyClientId = Convert.ToInt32(proxyID);
//added 27-02-2015
requestAccept.InitialInFocusState = true;
//end
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestAccept);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck eventAck = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck)message;
logger.Info("------------Accepted Chat Interaction-------------");
logger.Info("TicketID :" + ticketID);
logger.Info("InteractionID :" + interactionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("----------------------------------------------");
logger.Trace(eventAck.ToString());
output.MessageCode = "200";
output.Message = "Accept Chat Interaction Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
logger.Info("------------Error on Chat Interaction-------------");
logger.Info("TicketID :" + ticketID);
logger.Info("InteractionID :" + interactionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("----------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = Convert.ToString(eventError.ErrorDescription);
logger.Error("Error occurred while accepting the interaction : " + Convert.ToString(eventError.ErrorDescription));
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Media Agent Not Ready UnSuccessful";
}
}
else
{
logger.Warn("AcceptChatInteraction() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Accept the chat request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Provides the observer with new data.
/// </summary>
/// <param name="value">The current notification information.</param>
#region OnNext
public void OnNext(iCallData value)
{
string result = string.Empty;
try
{
if (value != null && value.EventMessage != null)
{
switch (value.EventMessage.Id)
{
case EventRinging.MessageId:
EventRinging NewCustomerDataRinging = (EventRinging)value.EventMessage;
logger.Trace(NewCustomerDataRinging.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(NewCustomerDataRinging.Name))
{
SaveDataDB(NewCustomerDataRinging.UserData, value, parameter: value.CrmDbData.ParameterName);
}
//default Ringing
else if (value.CrmDbData.CallDataEventDBType == null && value.CrmDbData.CallDataEventDBType.Length == 0)
{
SaveDataDB(NewCustomerDataRinging.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventReleased.MessageId:
EventReleased eventReleased = (EventReleased)value.EventMessage;
logger.Trace(eventReleased.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventReleased.Name))
{
SaveDataDB(eventReleased.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventEstablished.MessageId:
EventEstablished eventEstablished = (EventEstablished)value.EventMessage;
logger.Trace(eventEstablished.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventEstablished.Name))
{
SaveDataDB(eventEstablished.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventHeld.MessageId:
EventHeld eventHeld = (EventHeld)value.EventMessage;
logger.Trace(eventHeld.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventHeld.Name))
{
SaveDataDB(eventHeld.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventPartyChanged.MessageId:
EventPartyChanged eventPartyChanged = (EventPartyChanged)value.EventMessage;
logger.Trace(eventPartyChanged.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventPartyChanged.Name))
{
SaveDataDB(eventPartyChanged.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventAttachedDataChanged.MessageId:
EventAttachedDataChanged eventAttachedDataChanged = (EventAttachedDataChanged)value.EventMessage;
logger.Trace(eventAttachedDataChanged.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventAttachedDataChanged.Name))
{
SaveDataDB(eventAttachedDataChanged.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventDialing.MessageId:
EventDialing eventDialing = (EventDialing)value.EventMessage;
logger.Trace(eventDialing.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventDialing.Name))
{
SaveDataDB(eventDialing.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventRetrieved.MessageId:
EventRetrieved eventRetrieved = (EventRetrieved)value.EventMessage;
logger.Trace(eventRetrieved.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventRetrieved.Name))
{
SaveDataDB(eventRetrieved.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventAbandoned.MessageId:
EventAbandoned eventAbandoned = (EventAbandoned)value.EventMessage;
logger.Trace(eventAbandoned.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventAbandoned.Name))
{
SaveDataDB(eventAbandoned.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventPartyAdded.MessageId:
EventAbandoned eventPartyAdded = (EventAbandoned)value.EventMessage;
logger.Trace(eventPartyAdded.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventPartyAdded.Name))
{
SaveDataDB(eventPartyAdded.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
case EventPartyDeleted.MessageId:
EventPartyDeleted eventPartyDeleted = (EventPartyDeleted)value.EventMessage;
logger.Trace(eventPartyDeleted.ToString());
if (setting.EnableCrmDbCommunication)
{
if (value.CrmDbData.CallDataEventDBType.Contains(eventPartyDeleted.Name))
{
SaveDataDB(eventPartyDeleted.UserData, value, parameter: value.CrmDbData.ParameterName);
}
}
break;
}
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while writing call data to a file " + generalException.ToString());
}
}