/// <summary>
/// Gets the Instance of the Class
/// </summary>
/// <returns></returns>
public static CallDialing GetInstance()
{
if (_dialingObject == null)
{
_dialingObject = new CallDialing();
}
return(_dialingObject);
}
public void ReceiveCalls(IMessage events, TimeSpan?callDuration = null)
{
try
{
if (Settings.SFDCOptions.SFDCPopupPages != null)
{
if (events != null)
{
try
{
this._logger.Info("ReceiveCalls: Voice Event Received : " + events.ToString());
}
catch
{
this._logger.Error("Error occurred while printing Voice Event in Log");
}
switch (events.Id)
{
#region EventRinging
case EventRinging.MessageId:
_eventRinging = (EventRinging)events;
IsCallTransfered = false;
ConsultText = string.Empty;
if (_eventRinging.UserData != null && _eventRinging.UserData.ContainsKey(Settings.SFDCOptions.ConsultAttachDataKey))
{
IsCallTransfered = true;
ConsultText = _eventRinging.UserData.GetAsString(Settings.SFDCOptions.ConsultAttachDataKey);
this._logger.Info("EventRinging : Consult Attach data key found for the ConnId :" + _eventRinging.ConnID.ToString() + " value : " + ConsultText);
}
if (_eventRinging.CallType == CallType.Inbound)
{
if (!IsCallTransfered)
{
_isConsultCallReceived = false;
CallRinging.GetInstance().PopupRecords(_eventRinging, SFDCCallType.InboundVoice);
}
else
{
_isConsultCallReceived = true;
this._consultConnId = _eventRinging.ConnID.ToString();
CallRinging.GetInstance().PopupRecords(_eventRinging, SFDCCallType.ConsultVoiceReceived);
}
}
else if (_eventRinging.CallType == CallType.Consult)
{
_isConsultCallReceived = true;
CallRinging.GetInstance().PopupRecords(_eventRinging, SFDCCallType.ConsultVoiceReceived);
}
else if (_eventRinging.CallType == CallType.Outbound)
{
if (IsCallTransfered)
{
_isConsultCallReceived = true;
this._consultConnId = _eventRinging.ConnID.ToString();
CallRinging.GetInstance().PopupRecords(_eventRinging, SFDCCallType.ConsultVoiceReceived);
}
}
break;
#endregion EventRinging
#region EventPartyChanged
case EventPartyChanged.MessageId:
EventPartyChanged partyChanged = (EventPartyChanged)events;
_isConsultCallReceived = true;
if (_callDurationData.ContainsKey(partyChanged.PreviousConnID.ToString()) && !_callDurationData.ContainsKey(partyChanged.ConnID.ToString()))
{
_callDurationData.Add(partyChanged.ConnID.ToString(), _callDurationData[partyChanged.PreviousConnID.ToString()]);
}
if (Settings.UpdateSFDCLog.ContainsKey(partyChanged.PreviousConnID.ToString()))
{
if (!Settings.UpdateSFDCLog.ContainsKey(partyChanged.ConnID.ToString()))
{
Settings.UpdateSFDCLog.Add(partyChanged.ConnID.ToString(), Settings.UpdateSFDCLog[partyChanged.PreviousConnID.ToString()]);
}
else
{
Settings.UpdateSFDCLog[partyChanged.ConnID.ToString()] = Settings.UpdateSFDCLog[partyChanged.PreviousConnID.ToString()];
}
}
this._consultConnId = partyChanged.ConnID.ToString();
if (partyChanged.UserData != null && partyChanged.UserData.ContainsKey(Settings.SFDCOptions.ConsultAttachDataKey))
{
IsCallTransfered = true;
ConsultText = partyChanged.UserData.GetAsString(Settings.SFDCOptions.ConsultAttachDataKey);
this._logger.Info("PartyChanged : Consult Attach data key found for the ConnId :" + partyChanged.ConnID.ToString() + " value : " + ConsultText);
}
string duration = "0 Hr 0 Mins 0 Secs";
if (_callDurationData.ContainsKey(partyChanged.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[partyChanged.ConnID.ToString()]);
duration = ts.Hours + " Hr " + ts.Minutes + " Mins " + ts.Seconds + " Secs";
}
CallPartyChanged.GetInstance().PopupRecords(partyChanged, SFDCCallType.ConsultVoiceReceived, duration);
break;
#endregion EventPartyChanged
#region EventDialing
case EventDialing.MessageId:
_eventDialing = (EventDialing)events;
if (Settings.SFDCListener.Click2EmailData.ContainsKey("ClickToDial"))
{
//Settings.ClickToDialData.Add(_eventDialing.ConnID.ToString(), _eventDialing.Reasons.GetAsString("ClickToDial"));
Settings.ClickToDialData.Add(_eventDialing.ConnID.ToString(), Settings.SFDCListener.Click2EmailData["ClickToDial"]);
Settings.SFDCListener.Click2EmailData.Clear();
}
if (_eventDialing.CallType == CallType.Unknown || _eventDialing.CallType == CallType.Outbound)
{
CallDialing.GetInstance().PopupRecords(_eventDialing, SFDCCallType.OutboundVoiceSuccess);
}
break;
#endregion EventDialing
#region EventEstablished
case EventEstablished.MessageId:
eventEstablished = (EventEstablished)events;
if (!_callDurationData.ContainsKey(eventEstablished.ConnID.ToString()))
{
_callDurationData.Add(eventEstablished.ConnID.ToString(), System.DateTime.Now);
}
if (eventEstablished.CallType == CallType.Inbound)
{
if (_isConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultVoiceReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.InboundVoice);
}
}
else if (eventEstablished.CallType == CallType.Unknown || eventEstablished.CallType == CallType.Outbound)
{
if (_isConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultVoiceReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.OutboundVoiceSuccess);
}
}
else if (eventEstablished.CallType == CallType.Consult)
{
if (_isConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultVoiceReceived);
}
}
break;
#endregion EventEstablished
#region EventReleased
case EventReleased.MessageId:
_eventReleased = (EventReleased)events;
this._logger.Info("Event Release Call State: " + _eventReleased.CallState.ToString());
if (_eventReleased.CallState != 22)
{
if (Settings.SFDCOptions.CanUseGenesysCallDuration && callDuration != null)
{
_callDuration = callDuration.Value.Hours + " Hr " + callDuration.Value.Minutes + " Mins " + callDuration.Value.Seconds + " Secs";;
this._logger.Info("ConnectionId : " + _eventReleased.ConnID.ToString() + " Call duration is " + _callDuration);
}
else if (_callDurationData.ContainsKey(_eventReleased.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[_eventReleased.ConnID.ToString()]);
_callDuration = ts.Hours + " Hr " + ts.Minutes + " Mins " + ts.Seconds + " Secs";
this._logger.Info("ConnectionId : " + _eventReleased.ConnID.ToString() + " Call duration is " + _callDuration);
if (!FinishedCallDuration.ContainsKey(_eventReleased.ConnID.ToString()))
{
FinishedCallDuration.Add(_eventReleased.ConnID.ToString(), _callDuration);
}
else
{
FinishedCallDuration[_eventReleased.ConnID.ToString()] = _callDuration;
}
}
else
{
_callDuration = "0 Hr 0 Mins 0 Secs";
this._logger.Info("Call duration not found for the connection Id : " + _eventReleased.ConnID.ToString());
}
HandleReleaseEvent(_eventReleased, _callDuration);
}
else
{
this._logger.Info("The call has been rejected for the connectionId : " + _eventReleased.ConnID.ToString());
HandleCallRejected(_eventReleased, "0 Hr 0 Mins 0 Secs");
}
break;
#endregion EventReleased
#region EventError
case EventError.MessageId:
EventError eventError = (EventError)events;
this._logger.Info("EventError occurred for the connectionId : " + eventError.ConnID.ToString());
if (eventError.CallType == CallType.Outbound)
{
CallEventError.GetInstance().PopupRecords(eventError, SFDCCallType.OutboundVoiceFailure);
}
break;
#endregion EventError
#region EventAbandoned
case EventAbandoned.MessageId:
EventAbandoned eventAbandoned = (EventAbandoned)events;
this._logger.Info("EventAbandoned occurred for the connectionId : " + eventAbandoned.ConnID.ToString());
if (eventAbandoned.CallType == CallType.Outbound)
{
CallEventAbandoned.GetInstance().PopupRecords(eventAbandoned, SFDCCallType.OutboundVoiceFailure);
}
break;
#endregion EventAbandoned
#region EventDestinationBusy
case EventDestinationBusy.MessageId:
EventDestinationBusy destinationBusyEvent = (EventDestinationBusy)events;
this._logger.Info("EventDestinationBusy occurred for the connectionId : " + destinationBusyEvent.ConnID.ToString());
if (destinationBusyEvent.CallType == CallType.Outbound)
{
CallEventDestinationBusy.GetInstance().PopupRecords(destinationBusyEvent, SFDCCallType.OutboundVoiceFailure);
}
break;
#endregion EventDestinationBusy
default:
_logger.Info("ReceiveCalls: Unhandled Event " + events.Name);
break;
}
}
}
}
catch (Exception generalException)
{
_logger.Error("ReceiveCalls: Error occurred while receiving voice events " + generalException.ToString());
}
}
public void ReceiveCalls(IMessage events)
{
try
{
if (Settings.SFDCOptions.SFDCPopupPages != null)
{
if (events != null)
{
logger.Info("ReceiveCalls : Agent Voice Event " + events.ToString());
switch (events.Id)
{
#region EventRinging
case EventRinging.MessageId:
eventRinging = (EventRinging)events;
if (eventRinging.CallType == CallType.Inbound)
{
IsConsultCallReceived = false;
CallRinging.GetInstance().PopupRecords(eventRinging, SFDCCallType.Inbound);
if (!Settings.UserEventData.ContainsKey(eventRinging.ConnID.ToString()))
{
Settings.UserEventData.Add(eventRinging.ConnID.ToString(), SFDCCallType.Inbound);
}
}
else if (eventRinging.CallType == CallType.Consult)
{
IsConsultCallReceived = true;
CallRinging.GetInstance().PopupRecords(eventRinging, SFDCCallType.ConsultReceived);
if (!Settings.UserEventData.ContainsKey(eventRinging.ConnID.ToString()))
{
Settings.UserEventData.Add(eventRinging.ConnID.ToString(), SFDCCallType.ConsultReceived);
}
}
break;
#endregion
#region EventPartyChanged
case EventPartyChanged.MessageId:
EventPartyChanged partyChanged = (EventPartyChanged)events;
IsConsultCallReceived = true;
if (CallDurationData.ContainsKey(partyChanged.PreviousConnID.ToString()) && !CallDurationData.ContainsKey(partyChanged.ConnID.ToString()))
{
CallDurationData.Add(partyChanged.ConnID.ToString(), CallDurationData[partyChanged.PreviousConnID.ToString()]);
}
if (Settings.UpdateSFDCLog.ContainsKey(partyChanged.PreviousConnID.ToString()))
{
Settings.UpdateSFDCLog.Add(partyChanged.ConnID.ToString(), Settings.UpdateSFDCLog[partyChanged.PreviousConnID.ToString()]);
}
this.consultConnId = partyChanged.PreviousConnID.ToString();
break;
#endregion
#region EventDialing
case EventDialing.MessageId:
eventDialing = (EventDialing)events;
if (eventDialing.Reasons != null && eventDialing.Reasons.ContainsKey("ClickToDial"))
{
Settings.ClickToDialData.Add(eventDialing.ConnID.ToString(), eventDialing.Reasons.GetAsString("ClickToDial"));
}
if (eventDialing.CallType == CallType.Unknown || eventDialing.CallType == CallType.Outbound)
{
CallDialing.GetInstance().PopupRecords(eventDialing, SFDCCallType.OutboundSuccess);
if (!Settings.UserEventData.ContainsKey(eventDialing.ConnID.ToString()))
{
Settings.UserEventData.Add(eventDialing.ConnID.ToString(), SFDCCallType.OutboundSuccess);
}
}
else if (eventDialing.CallType == CallType.Consult)
{
CallDialing.GetInstance().PopupRecords(eventDialing, SFDCCallType.ConsultSuccess);
if (!Settings.UserEventData.ContainsKey(eventDialing.ConnID.ToString()))
{
Settings.UserEventData.Add(eventDialing.ConnID.ToString(), SFDCCallType.ConsultSuccess);
}
}
break;
#endregion
#region EventEstablished
case EventEstablished.MessageId:
eventEstablished = (EventEstablished)events;
if (!CallDurationData.ContainsKey(eventEstablished.ConnID.ToString()))
{
CallDurationData.Add(eventEstablished.ConnID.ToString(), System.DateTime.Now);
}
if (eventEstablished.CallType == CallType.Inbound)
{
if (IsConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.Inbound);
}
}
else if (eventEstablished.CallType == CallType.Unknown || eventEstablished.CallType == CallType.Outbound)
{
if (IsConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.OutboundSuccess);
}
}
else if (eventEstablished.CallType == CallType.Consult)
{
if (IsConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultSuccess);
}
}
break;
#endregion
#region EventReleased
case EventReleased.MessageId:
eventReleased = (EventReleased)events;
if (eventReleased.CallState != 22)
{
string callDuration = string.Empty;
if (CallDurationData.ContainsKey(eventReleased.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(CallDurationData[eventReleased.ConnID.ToString()]);
callDuration = ts.Hours + "Hr " + ts.Minutes + " mins " + ts.Seconds + "secs";
if (!FinishedCallDuration.ContainsKey(eventReleased.ConnID.ToString()))
{
FinishedCallDuration.Add(eventReleased.ConnID.ToString(), callDuration);
}
else
{
FinishedCallDuration[eventReleased.ConnID.ToString()] = callDuration;
}
}
if (eventReleased.CallType == CallType.Inbound)
{
if (!IsConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.Inbound, callDuration);
}
else
{
IsConsultCallReceived = false;
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultReceived, callDuration);
}
}
else if (eventReleased.CallType == CallType.Unknown || eventReleased.CallType == CallType.Outbound)
{
if (IsConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultReceived, callDuration);
IsConsultCallReceived = false;
}
else
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.OutboundSuccess, callDuration);
}
}
else if (eventReleased.CallType == CallType.Consult)
{
if (IsConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultReceived, callDuration);
IsConsultCallReceived = false;
}
else
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultSuccess, callDuration);
}
}
}
break;
#endregion
#region EventUserEvent
case EventUserEvent.MessageId:
EventUserEvent userEvent = (EventUserEvent)events;
if (userEvent.ConnID != null)
{
if (Settings.UserEventData.ContainsKey(userEvent.ConnID.ToString()))
{
if (FinishedCallDuration.ContainsKey(userEvent.ConnID.ToString()))
{
CallUserEvent.GetInstance().UpdateRecords(userEvent, Settings.UserEventData[userEvent.ConnID.ToString()], FinishedCallDuration[userEvent.ConnID.ToString()]);
}
else
{
CallUserEvent.GetInstance().UpdateRecords(userEvent, Settings.UserEventData[userEvent.ConnID.ToString()], "");
}
}
}
break;
#endregion
#region EventError
case EventError.MessageId:
EventError eventError = (EventError)events;
if (eventError.CallType == CallType.Outbound)
{
CallEventError.GetInstance().PopupRecords(eventError, SFDCCallType.OutboundFailure);
}
else if (eventError.CallType == CallType.Consult)
{
CallEventError.GetInstance().PopupRecords(eventError, SFDCCallType.ConsultFailure);
}
break;
#endregion
#region EventAbandoned
case EventAbandoned.MessageId:
EventAbandoned eventAbandoned = (EventAbandoned)events;
if (eventAbandoned.CallType == CallType.Outbound)
{
CallEventAbandoned.GetInstance().PopupRecords(eventAbandoned, SFDCCallType.OutboundFailure);
}
else if (eventAbandoned.CallType == CallType.Consult)
{
CallEventAbandoned.GetInstance().PopupRecords(eventAbandoned, SFDCCallType.ConsultFailure);
}
break;
#endregion
#region EventDestinationBusy
case EventDestinationBusy.MessageId:
EventDestinationBusy destinationBusyEvent = (EventDestinationBusy)events;
if (destinationBusyEvent.CallType == CallType.Outbound)
{
CallEventDestinationBusy.GetInstance().PopupRecords(destinationBusyEvent, SFDCCallType.OutboundFailure);
}
else if (destinationBusyEvent.CallType == CallType.Consult)
{
CallEventDestinationBusy.GetInstance().PopupRecords(destinationBusyEvent, SFDCCallType.ConsultFailure);
}
break;
#endregion
default:
logger.Info("ReceiveCalls : Unhandled Event " + events.Name);
break;
}
}
}
}
catch (Exception generalException)
{
logger.Error("ReceiveCalls : Error occured while receiving voice events " + generalException.ToString());
}
}