/*allocating the incoming call by employee vacancy if tier1 isn't available then the call
* will be directed to a tier2 employee if none is available then the call will be placed into the waiting queue.
*/
public ISupportPerson AllocateCallsToEmployees()
{
ISupportPerson employee = null;
lock (sr_Tier1EmployeeLock)
{
if (m_FreeTier1Employees.Count != 0)
{
employee = m_FreeTier1Employees.Pop();
m_BusyTier1Employees.Add(employee as Tier1SupportPerson);
}
}
if (employee == null)
{
lock (sr_Tier2EmployeeLock)
{
if (m_FreeTier2Employees.Count != 0)
{
employee = m_FreeTier2Employees.Pop();
m_BusyTier2Employees.Add(employee as Tier2SupportPerson);
}
}
}
return(employee);
}
public void ManageCall(Call i_NewCall, Queue <Call> i_WaitingQueue)
{
//aquiring an employee
ISupportPerson vacantEmployee = AllocateCallsToEmployees();
if (vacantEmployee == null)
{
lock (sr_CallsLock)
{
i_WaitingQueue.Enqueue(i_NewCall);
}
}
else if (!vacantEmployee.TryToHandleIt(i_NewCall))
{
/*the employee failed to solve the problem.
* if it was tier 1 employee then we'll release it back to the free tier1 employee stack and
* and wait for a tier2 employee to be freed so he could try and solve the problem.
*/
bool didTier2SolvedIt = false;
if (vacantEmployee is Tier1SupportPerson)
{
//releasing the tier1 employee
lock (sr_Tier1EmployeeLock)
{
m_FreeTier1Employees.Push(vacantEmployee as Tier1SupportPerson);
m_BusyTier1Employees.Remove(vacantEmployee as Tier1SupportPerson);
}
//acquiring a tier2 employee
vacantEmployee = ReallocateCallToEmployeeTier2();
didTier2SolvedIt = vacantEmployee.TryToHandleIt(i_NewCall);
}
/*in any case we'll reach this point holding a reference to a tier2 employee
*/
lock (sr_Tier2EmployeeLock)
{
m_FreeTier2Employees.Push(vacantEmployee as Tier2SupportPerson);
m_BusyTier2Employees.Remove(vacantEmployee as Tier2SupportPerson);
}
if (!didTier2SolvedIt)
{
//in the scenario which no one of the support personnal was able to sole the problem
//the managers steps in and solves it
}
}
}
