private void writeCallEventLog(string eventName, CallEvent evt)
{
StringBuilder sb = new StringBuilder();
sb.Append("STATE : ");
foreach (DictionaryEntry item in evt.getCallStateTable())
{
sb.Append("[" + item.Key + " -> " + item.Value + "]");
}
StringBuilder actionBuilder = new StringBuilder();
actionBuilder.Append("ACTION : ");
foreach (string str in evt.getActionList())
{
actionBuilder.Append("[" + str + "]");
}
logwrite.write("raiseEvent", ":::::::::::::::::::::::::::::::::::: " + eventName + " ::::::::::::::::::::::::::::::::::::");
logwrite.write("raiseEvent", evt.getEvtMsg());
logwrite.write("raiseEvent", "ID : " + evt.getDialogID());
logwrite.write("raiseEvent", "CALLTYPE : " + evt.getCallType());
logwrite.write("raiseEvent", "FromAddress : " + evt.getFromAddress());
logwrite.write("raiseEvent", "ToAddress : " + evt.getToAddress());
logwrite.write("raiseEvent", sb.ToString());
logwrite.write("raiseEvent", actionBuilder.ToString());
logwrite.write("raiseEvent", "::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::");
}
private void setActiveDialogID(CallEvent evt)
{
if (evt.getCallType().Equals("CONSULT") || evt.getCallType().Equals(CALL.PLAY_AGENT_GREETING))
{
dialogID_second = evt.getDialogID();
activeDialogID = dialogID_second;
}
else
{
if (evt.getDialogID().Equals(dialogID_second))
{
dialogID_second = evt.getDialogID();
activeDialogID = dialogID_second;
}
else
{
dialogID = evt.getDialogID();
activeDialogID = dialogID;
}
}
logwrite.write("setDialogID", "Active DialogID : " + activeDialogID + " , first ID : " + dialogID + " , seconde ID : " + dialogID_second);
logwrite.write("", "");
}
private void raiseCallEvent(CallEvent evt)
{
string evtCode = evt.getEvtCode();
string evtMessage = evt.getEvtMsg();
callDataTable = evt.getCallVariable();
evtMessage = evtMessage.Replace("\n", "");
StringBuilder callState = new StringBuilder();
foreach (DictionaryEntry item in evt.getCallStateTable())
{
callState.Append(item.Key).Append("^").Append(item.Value).Append("|");
}
if (callState.ToString().EndsWith("|"))
{
string tempStr = callState.ToString().Substring(0, callState.ToString().Length - 1);
callState = new StringBuilder();
callState.Append(tempStr);
}
StringBuilder callAction = new StringBuilder();
foreach (string str in evt.getActionList())
{
callAction.Append(str).Append("^");
}
if (callAction.ToString().EndsWith("^"))
{
string tempStr = callAction.ToString().Substring(0, callAction.ToString().Length - 1);
callAction = new StringBuilder();
callAction.Append(tempStr);
}
switch (evtCode)
{
case EVENT_TYPE.ON_CONNECTION:
logwrite.write("raiseEvent", ":::::::::::::::::::::::::::::::::::: GetEventOnConnection ::::::::::::::::::::::::::::::::::::");
logwrite.write("raiseEvent", evtMessage);
logwrite.write("raiseEvent", "::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::");
GetEventOnConnection(evt.getCurFinesseIP(), evt.getCurAemsIP(), evt.getCurIspsIP(), evtMessage);
break;
case EVENT_TYPE.ON_DISCONNECTION:
logwrite.write("raiseEvent", ":::::::::::::::::::::::::::::::::::: GetEventOnDisConnection ::::::::::::::::::::::::::::::::::::");
logwrite.write("raiseEvent", evtMessage);
logwrite.write("raiseEvent", "::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::");
GetEventOnDisConnection(evt.getCurFinesseIP(), evt.getCurAemsIP(), evt.getCurIspsIP(), evtMessage);
break;
case EVENT_TYPE.ALERTING:
writeCallEventLog("GetEventOnCallAlerting", evt);
setActiveDialogID(evt);
GetEventOnCallAlerting(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
if (agentCurrentState.Equals(AGENTSTATE.NOT_READY))
{
// 상담원 현재 상태가 NOTREADY 인데 Alerting 이벤트가 발생했다는건, 내선인입콜 케이스
isInternalCall = true;
}
else
{
isInternalCall = false;
}
break;
case EVENT_TYPE.FAILED:
writeCallEventLog("GetEventOnCallFailed", evt);
setActiveDialogID(evt);
GetEventOnCallFailed(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
break;
case EVENT_TYPE.ACTIVE:
writeCallEventLog("GetEventOnCallActive", evt);
setActiveDialogID(evt);
GetEventOnCallActive(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
if (evt.getToAddress() != null && evt.getToAddress().Equals(phonePadNum))
{
// 폰패드 컨퍼런스
logwrite.write("raiseEvent", "PhonePad Conference Start");
phonePadCallID = dialogID; // phonePad 콜 구분을 위한 DialogID 세팅
fnConference();
}
break;
case EVENT_TYPE.HELD:
writeCallEventLog("GetEventOnCallHeld", evt);
//setActiveDialogID(evt);
GetEventOnCallHeld(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
break;
case EVENT_TYPE.INITIATING:
writeCallEventLog("GetEventOnCallInitiating", evt);
setActiveDialogID(evt);
GetEventOnCallInitiating(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
break;
case EVENT_TYPE.INITIATED:
writeCallEventLog("GetEventOnCallInitiated", evt);
setActiveDialogID(evt);
GetEventOnCallInitiated(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
break;
case EVENT_TYPE.WRAP_UP:
writeCallEventLog("GetEventOnCallWrapUp", evt);
// checkTable(callEvent.getCallVariable());
removeDialogID(evt);
GetEventOnCallWrapUp(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
break;
case EVENT_TYPE.DROPPED:
writeCallEventLog("GetEventOnCallDropped", evt);
// checkTable(callEvent.getCallVariable());
removeDialogID(evt);
GetEventOnCallDropped(evt.getDialogID(), evt.getCallType(), evt.getFromAddress(), evt.getToAddress(), callState.ToString(), callAction.ToString());
if (evt.getCallType().Equals(CALL.CONFERENCE) && evt.getDialogID().Equals(phonePadCallID))
{
// 폰패드 이후 Dropped 이벤트일 경우 폰패드 결과를 요청한다.
getPhonePadInfo();
}
if (isInternalCall)
{
// NOTREADY 상태에서 내선콜이 인입되었다가 Alerting 도중에 콜이 종료되면 상담원 이전상태 이벤트를 Finesse 가 주지 않아
// 임의적으로 상담원상태 요청 이후 상태 이벤트를 발생시킨다.
AgentStateVO agentStateVO = FinesseClient.checkAgentState(); // 이전 상담원 상태체크
AgentEvent evt_ = new AgentEvent();
evt_.setEvtMsg(agentStateVO.getXmppMsg());
evt_.setAgentState(agentStateVO.getState());
evt_.setReasonCode(agentStateVO.getReasonCode());
evt_.setEvtCode(EVENT_TYPE.ON_AGENTSTATE_CHANGE);
raiseEvent(evt_);
}
break;
default:
logwrite.write("raiseEvent", ":::::::::::::::::::::::::::::::::::: UNKWON EVENT ::::::::::::::::::::::::::::::::::::");
logwrite.write("raiseEvent", evtMessage);
logwrite.write("raiseEvent", "::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::");
setActiveDialogID(evt);
break;
}
}