public void UpdateRecords(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to update SFDC on EmailMoveToWorkbin Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.InboundEmail)
{
this._sfdcPopupData = this._emailEvents.GetInboundUpdateData(emailData, callType, "movetoworkbin");
}
else if (callType == SFDCCallType.OutboundEmailSuccess)
{
this._sfdcPopupData = this._emailEvents.GetOutboundEmailUpdateData(emailData, callType, "movetoworkbin");
}
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
this._searchHandler.ProcessUpdateData(emailData.InteractionId, this._sfdcPopupData);
}
else
{
this._logger.Info("UpdateRecords ; Search data is empty");
}
}
catch (Exception exception)
{
this._logger.Error("EmailMoveToWorkbin: Error Occurred while collecting data : " + exception.ToString());
}
}
public void InteractionEventEmail(IXNCustomData ixnData)
{
try
{
ThreadPool.QueueUserWorkItem(delegate
{
if (ixnData != null)
{
if (ixnData.MediaType == MediaType.Email && this._emailPopup != null)
{
this._emailPopup.ReceiveEmailEventsFromCommands(ixnData);
}
else if (ixnData.MediaType == MediaType.Chat && _chatPopup != null)
{
this._chatPopup.InteractionEventChat(ixnData);
}
else if (ixnData.MediaType == MediaType.Voice && _voicePopup != null)
{
_voicePopup.UpdateDispositionCodeChange(ixnData);
}
}
else
{
this._logger.Info("EmailData object is null");
}
});
}
catch (Exception generalException)
{
_logger.Error("InteractionEventEmail: Error occurred : " + generalException.ToString());
}
}
/// <summary>
/// Popup SFDC on EventInvite Event
/// </summary>
/// <param name="ixnData"></param>
/// <param name="callType"></param>
public void PopupRecords(IXNCustomData ixnData, SFDCCallType callType)
{
try
{
this._logger.Info("PopupRecords: ChatSessionConnected Event ");
if (callType == SFDCCallType.InboundChat)
{
_sfdcPopupData = this._chatEvents.GetInboundPopupData(ixnData, callType, "established");
}
else if (callType == SFDCCallType.ConsultChatReceived)
{
_sfdcPopupData = this._chatEvents.GetInboundPopupData(ixnData, callType, "established");
}
if (_sfdcPopupData != null)
{
_sfdcPopupData.InteractionId = ixnData.InteractionId;
this._searchHandler.ProcessSearchData(ixnData.InteractionId, _sfdcPopupData, callType);
}
else
{
this._logger.Info("PopupRecords : Search data is empty");
}
}
catch (Exception generalException)
{
this._logger.Error("PopupRecords : Error Occurred at ChatConnected : " + generalException.ToString());
}
}
public void UpdateRecords(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to update SFDC on AttachedDataChanged Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.InboundEmail)
{
this._sfdcPopupData = this._emailEvents.GetInboundUpdateData(emailData, callType, "datachanged");
}
else if (callType == SFDCCallType.OutboundEmailSuccess)
{
this._sfdcPopupData = this._emailEvents.GetOutboundEmailUpdateData(emailData, callType, "datachanged");
}
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
this._searchHandler.ProcessUpdateData(emailData.InteractionId, this._sfdcPopupData);
}
else
{
this._logger.Info("Search data is empty");
}
}
catch (Exception exception)
{
this._logger.Error("EmailInvite: Error Occurred in Updating sfdc data : " + exception.ToString());
}
}
/// <summary>
/// Updates the records.
/// </summary>
/// <param name="chatData">The chat data.</param>
/// <param name="callType">Type of the call.</param>
public void UpdateRecords(IXNCustomData chatData, SFDCCallType callType)
{
try
{
if (callType == SFDCCallType.InboundChat)
{
_sfdcUpdateData = this._chatEvents.GetInboundUpdateData(chatData, "rejected");
}
else if (callType == SFDCCallType.ConsultChatReceived)
{
_sfdcUpdateData = this._chatEvents.GetConsultUpdateData(chatData, "rejected");
}
if (_sfdcUpdateData != null)
{
_sfdcUpdateData.InteractionId = chatData.InteractionId;
this._searchHandler.ProcessUpdateData(chatData.InteractionId, _sfdcUpdateData);
}
else
{
this._logger.Info("UpdateRecords: Search data is empty");
}
}
catch (Exception generalException)
{
this._logger.Error("UpdateRecords : Error Occurred While collecting log data : " + generalException.ToString());
}
}
/// <summary>
/// Gets the Chat Update data.
/// </summary>
/// <param name="emailData"></param>
/// <param name="callType"></param>
/// <param name="duration"></param>
/// <param name="emailContent"></param>
/// <returns></returns>
public CaseData GetCaseEmailUpdateData(IXNCustomData emailData, SFDCCallType callType, string eventName)
{
CaseData cases = new CaseData();
try
{
this._logger.Info("GetCaseOutboundEmailUpdateData : Reading Account Update Data.....");
if (emailData != null)
{
#region Collect Case Data
cases.ObjectName = _caseEmailOptions.ObjectName;
if (callType == SFDCCallType.InboundEmail || callType == SFDCCallType.InboundEmailPulled)
{
if (_caseEmailOptions.InboundCanUpdateLog)
{
cases.UpdateActivityLog = true;
cases.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseEmailLogOptions, null, callType, emailData.Duration, emailData: emailData);
if (!string.IsNullOrWhiteSpace(_caseEmailOptions.EmailAppendActivityLogEventNames) && _caseEmailOptions.EmailAppendActivityLogEventNames.Contains(eventName))
{
cases.AppendActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseEmailLogOptions, null, callType, emailData.Duration, emailData: emailData, isAppendLogData: true);
}
}
}
else if (callType == SFDCCallType.OutboundEmailFailure || callType == SFDCCallType.OutboundEmailSuccess || callType == SFDCCallType.OutboundEmailPulled)
{
if (_caseEmailOptions.OutboundCanUpdateLog)
{
cases.UpdateActivityLog = true;
cases.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseEmailLogOptions, null, callType, emailData.Duration, emailData: emailData);
if (!string.IsNullOrWhiteSpace(_caseEmailOptions.EmailAppendActivityLogEventNames) && _caseEmailOptions.EmailAppendActivityLogEventNames.Contains(eventName))
{
cases.AppendActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseEmailLogOptions, null, callType, emailData.Duration, emailData: emailData, isAppendLogData: true);
}
}
}
//update account record fields
cases.UpdateRecordFields = _caseEmailOptions.CanUpdateRecordData;
cases.NoRecordFound = SFDCObjectHelper.GetNoRecordFoundAction(callType, _caseEmailOptions);
if (cases.NoRecordFound.Equals("createnew") && this._caseEmailRecordConfig != null)
{
if (_caseEmailOptions.CanUpdateRecordData)
{
cases.UpdateRecordFieldsData = this._sfdcUtility.GetUpdateActivityLogData(this._caseEmailRecordConfig, null, callType, emailData.Duration, emailData: emailData);
}
}
#endregion Collect Case Data
return(cases);
}
}
catch (Exception generalException)
{
this._logger.Error("GetCaseOutboundEmailUpdateData : Error occurred while reading Account Data : " + generalException.ToString());
return(cases);
}
return(null);
}
public void PopupRecords(IXNCustomData ixnData, SFDCCallType callType)
{
try
{
if (callType == SFDCCallType.InboundChat)
{
_sfdcPopupData = this._chatEvents.GetInboundPopupData(ixnData, callType, "invite");
}
else if (callType == SFDCCallType.ConsultChatReceived)
{
_sfdcPopupData = this._chatEvents.GetConsultReceivedPopupData(ixnData, callType, "invite");
}
if (_sfdcPopupData != null)
{
_sfdcPopupData.InteractionId = ixnData.InteractionId;
this._searchHandler.ProcessSearchData(ixnData.InteractionId, _sfdcPopupData, callType);
}
else
{
this._logger.Info("ChatInvite.PopupRecords : Search data is empty");
}
}
catch (Exception generalException)
{
_logger.Error("ChatInvite.PopupRecords : Error Occurred while collecting Log data : " + generalException.ToString());
}
}
internal void UpdateDispositionCodeChange(IXNCustomData data)
{
try
{
this._logger.Info("UpdateDispositionCodeChange()");
if (!Settings.SFDCOptions.CanUseGenesysCallDuration || string.IsNullOrWhiteSpace(data.Duration))
{
if (_callDurationData.ContainsKey(data.InteractionId))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[data.InteractionId]);
data.Duration = ts.Hours + " Hr " + ts.Minutes + " Mins " + ts.Seconds + " Secs";
}
}
if (!string.IsNullOrWhiteSpace(data.EventName) && data.EventName == "InteractionMarkDone")
{
CallMarkDone.GetInstance().UpdateRecords(data);
}
else if (data.InteractionEvent != null)
{
UpdateOnDispositionCodeChange(data.InteractionEvent, data.Duration);
}
}
catch (Exception generalException)
{
this._logger.Error("UpdateDispositionCodeChange: Error occurred, details: " + generalException);
}
}
public void PopupRecords(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to update SFDC on EmailPulled Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.InboundEmailPulled)
{
this._sfdcPopupData = this._emailEvents.GetInboundPopupData(emailData, callType, "pulled");
}
else if (callType == SFDCCallType.OutboundEmailPulled)
{
this._sfdcPopupData = this._emailEvents.GetOutboundEmailPopupData(emailData, callType, "pulled");
}
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
this._searchHandler.ProcessSearchData(emailData.InteractionId, this._sfdcPopupData, callType);
}
else
{
this._logger.Info("Search data is empty");
}
}
catch (Exception exception)
{
this._logger.Error("EmailPulled: Error Occurred while collecting Log data : " + exception.ToString());
}
}
public void PopupRecords(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to Popup SFDC on EmailCreate Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.OutboundEmailSuccess)
{
this._sfdcPopupData = this._emailEvents.GetOutboundEmailPopupData(emailData, callType, "create");
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
if (emailData.IXN_Attributes.ParentId != null && Settings.InboundEmailSearchResult.ContainsKey(emailData.IXN_Attributes.ParentId))
{
this.searchHandler.ProcessSFDCResponseForCommonSearch(Settings.InboundEmailSearchResult[emailData.IXN_Attributes.ParentId], this._sfdcPopupData, emailData.InteractionId, callType);
}
else
{
this.searchHandler.ProcessSearchData(emailData.InteractionId, this._sfdcPopupData, callType);
}
}
else
{
this._logger.Info("Search data is empty");
}
}
}
catch (Exception exception)
{
this._logger.Error("EmailCreate: Error Occurred : " + exception.ToString());
}
}
/// <summary>
/// Gets Case Popup Data
/// </summary>
/// <param name="message"></param>
/// <param name="callType"></param>
/// <returns></returns>
public CaseData GetCaseChatPopupData(IXNCustomData chatData, SFDCCallType callType)
{
try
{
IMessage message = chatData.InteractionEvent;
this._logger.Info("GetCaseChatPopupData : Reading Case Popup Data.....");
this._logger.Info("GetCaseChatPopupData : Event Name : " + message.Name);
this._logger.Info("GetCaseChatPopupData : CallType Name : " + callType.ToString());
dynamic popupEvent = Convert.ChangeType(message, message.GetType());
if (popupEvent != null)
{
CaseData cases = new CaseData();
cases.SearchData = this._sfdcUtilityHelper.GetChatSearchValue(_caseChatOptions, chatData, callType);
cases.ObjectName = _caseChatOptions.ObjectName;
cases.NoRecordFound = SFDCObjectHelper.GetNoRecordFoundAction(callType, _caseChatOptions);
cases.MultipleMatchRecord = SFDCObjectHelper.GetMultiMatchRecordAction(callType, _caseChatOptions);
cases.NewRecordFieldIds = _caseChatOptions.NewrecordFieldIds;
cases.SearchCondition = _caseChatOptions.SearchCondition;
cases.CreateLogForNewRecord = _caseChatOptions.CanCreateLogForNewRecordCreate;
cases.MaxRecordOpenCount = _caseChatOptions.MaxNosRecordOpen;
cases.SearchpageMode = _caseChatOptions.SearchPageMode;
cases.PhoneNumberSearchFormat = _caseChatOptions.PhoneNumberSearchFormat;
cases.CanCreateNoRecordActivityLog = SFDCObjectHelper.GetCanCreateProfileActivity(callType, _caseChatOptions, true);
cases.CanPopupNoRecordActivityLog = SFDCObjectHelper.GetCanPopupProfileActivity(callType, _caseChatOptions, true);
cases.CanCreateMultiMatchActivityLog = SFDCObjectHelper.GetCanCreateProfileActivity(callType, _caseChatOptions);
cases.CanPopupMultiMatchActivityLog = SFDCObjectHelper.GetCanPopupProfileActivity(callType, _caseChatOptions);
cases.CanCreateProfileActivityforInbNoRecord = _caseChatOptions.CanCreateProfileActivityforInbNoRecord;
if (cases.NoRecordFound.Equals("createnew") && this._caseChatRecordConfig != null)
{
cases.CreateRecordFieldData = this._sfdcUtility.GetCreateActivityLogData(this._caseChatRecordConfig, message, callType, emailData: chatData);
}
if (callType == SFDCCallType.InboundChat)
{
if (_caseChatOptions.InboundCanCreateLog)
{
cases.CreateActvityLog = true;
cases.ActivityLogData = this._sfdcUtility.GetCreateActivityLogData(this._caseChatLogOptions, popupEvent, callType, emailData: chatData);
}
}
else if (callType == SFDCCallType.ConsultChatReceived)
{
if (_caseChatOptions.ConsultCanCreateLog)
{
cases.CreateActvityLog = true;
cases.ActivityLogData = this._sfdcUtility.GetCreateActivityLogData(this._caseChatLogOptions, popupEvent, callType, emailData: chatData);
}
}
return(cases);
}
}
catch (Exception generalException)
{
this._logger.Error("GetCaseChatPopupData : Error occurred while reading Case Data : " + generalException.ToString());
}
return(null);
}
/// <summary>
/// Get Account Popup Data for Email
/// </summary>
/// <param name="emailData"></param>
/// <param name="callType"></param>
/// <returns></returns>
public CaseData GetCaseEmailPopupData(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("GetAccountEmailPopupData : Reading Account Popup Data.....");
this._logger.Info("GetAccountEmailPopupData : CallType Name : " + callType.ToString());
if (emailData != null)
{
CaseData cases = new CaseData();
#region Collect Case Data
cases.SearchData = this._sfdcUtilityHelper.GetEmailSearchValue(_caseEmailOptions, emailData, callType);
cases.ObjectName = _caseEmailOptions.ObjectName;
cases.NoRecordFound = SFDCObjectHelper.GetNoRecordFoundAction(callType, _caseEmailOptions);
cases.MultipleMatchRecord = SFDCObjectHelper.GetMultiMatchRecordAction(callType, _caseEmailOptions);
cases.NewRecordFieldIds = _caseEmailOptions.NewrecordFieldIds;
cases.SearchCondition = _caseEmailOptions.SearchCondition;
cases.CreateLogForNewRecord = _caseEmailOptions.CanCreateLogForNewRecordCreate;
cases.MaxRecordOpenCount = _caseEmailOptions.MaxNosRecordOpen;
cases.SearchpageMode = _caseEmailOptions.SearchPageMode;
cases.PhoneNumberSearchFormat = _caseEmailOptions.PhoneNumberSearchFormat;
if (cases.NoRecordFound.Equals("createnew") && this._caseEmailRecordConfig != null)
{
cases.CreateRecordFieldData = this._sfdcUtility.GetCreateActivityLogData(this._caseEmailRecordConfig, null, callType, emailData);
}
if (callType == SFDCCallType.InboundEmail || callType == SFDCCallType.InboundEmailPulled)
{
if (_caseEmailOptions.InboundCanCreateLog)
{
cases.CreateActvityLog = true;
cases.ActivityLogData = this._sfdcUtility.GetCreateActivityLogData(this._caseChatLogOptions, null, callType, emailData);
}
}
else if (callType == SFDCCallType.OutboundEmailFailure || callType == SFDCCallType.OutboundEmailSuccess || callType == SFDCCallType.OutboundEmailPulled)
{
if (_caseEmailOptions.OutboundCanCreateLog)
{
cases.CreateActvityLog = true;
cases.ActivityLogData = this._sfdcUtility.GetCreateActivityLogData(this._caseChatLogOptions, null, callType, emailData);
}
}
#endregion Collect Case Data
return(cases);
}
}
catch (Exception generalException)
{
this._logger.Error("GetAccountEmailPopupData : Error occurred while reading Account Data : " + generalException.ToString());
}
return(null);
}
public void NotifyChatDispositionCode(string interactionId, string dispKeyName, string dispCode)
{
if (sfdcAdapter != null)
{
IXNCustomData data = new IXNCustomData();
data.InteractionId = interactionId;
data.MediaType = MediaType.Chat;
data.DispositionCode = new System.Tuple <string, string>(dispKeyName, dispCode);
sfdcAdapter.DispositionCodeChanged(data);
}
}
/// <summary>
/// Gets Updated Disposition Code Change
/// </summary>
/// <param name="ixnId"></param>
/// <param name="key"></param>
/// <param name="code"></param>
public void UpdateDispositionCodeChange(IXNCustomData dispCode)
{
try
{
GetEmailData(dispCode.InteractionId, dispCode);
EmailInvite.GetInstance().UpdateRecords(dispCode, dispCode.InteractionType);
}
catch (Exception generalException)
{
this._logger.Error("UpdateDispositionCodeChange : Error at updating disposition code Changed : " + generalException.ToString());
}
}
private void GetChatData(string ixnId, IXNCustomData chatData)
{
try
{
this._logger.Info("Retrieving UCS data for the InteractionId : " + ixnId + "\t EventName : " + chatData.EventName);
EventGetInteractionContent chatContent = Settings.SFDCListener.GetOpenMediaInteractionContent(ixnId, false);
if (chatContent != null)
{
if (chatContent.InteractionAttributes.TypeId == "Inbound")
{
chatData.InteractionType = SFDCCallType.InboundChat;
}
else if (chatContent.InteractionAttributes.TypeId == "Consult")
{
chatData.InteractionType = SFDCCallType.ConsultChatReceived;
}
EventInvite currentEvent = null;
_chatIXNCollection.TryGetValue(ixnId, out currentEvent);
chatData.InteractionEvent = currentEvent;
chatData.IXN_Attributes = chatContent.InteractionAttributes;
chatData.EntityAttributes = chatContent.EntityAttributes;
chatData.AttachmentLists = chatContent.Attachments;
chatData.InteractionContents = chatContent.InteractionContent;
if (chatData.UserData == null)
{
chatData.UserData = chatContent.InteractionAttributes.AllAttributes;
}
if (chatData.InteractionNotes == null && chatContent.InteractionAttributes != null)
{
chatData.InteractionNotes = chatContent.InteractionAttributes.TheComment;
}
if (!Settings.SFDCOptions.CanUseGenesysCallDuration || string.IsNullOrWhiteSpace(chatData.Duration))
{
if (_callDurationData.ContainsKey(chatData.InteractionId))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[chatData.InteractionId]);
chatData.Duration = ts.Hours + "Hr " + ts.Minutes + " Mins " + ts.Seconds + "Secs";
}
}
}
else
{
this._logger.Info("GetChatData: Null is returned from UCS for the interaction id : " + chatData.InteractionId);
}
}
catch (Exception generalException)
{
this._logger.Info("GetChatData: Error occurred, Exception : " + generalException.ToString());
}
}
public IUserActivity GetChatUpdateUserAcitivityData(IXNCustomData chatData, string eventName)
{
try
{
IMessage message = chatData.InteractionEvent;
SFDCCallType callType = chatData.InteractionType;
string callDuration = chatData.Duration;
this._logger.Info("GetChatUpdateUserAcitivityData : Reading User Activity Update Data.....");
this._logger.Info("GetChatUpdateUserAcitivityData : Event Name : " + message.Name);
dynamic popupEvent = Convert.ChangeType(message, message.GetType());
if (popupEvent != null)
{
IUserActivity userActivity = new UserActivityData();
#region Collect Lead Data
userActivity.ObjectName = this._voiceUserActivityOptions.ObjectName;
if (callType == SFDCCallType.InboundChat)
{
if (this._voiceUserActivityOptions.InboundCanUpdateLog)
{
userActivity.UpdateActivityLog = true;
userActivity.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(_chatUserActivityLog, popupEvent, callType, callDuration, emailData: chatData);
}
}
if (callType == SFDCCallType.ConsultChatReceived)
{
if (this._voiceUserActivityOptions.ConsultCanUpdateLog)
{
userActivity.UpdateActivityLog = true;
userActivity.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(_chatUserActivityLog, popupEvent, callType, callDuration, emailData: chatData);
}
}
#endregion Collect Lead Data
return(userActivity);
}
}
catch (Exception generalException)
{
this._logger.Error("GetChatUpdateUserAcitivityData : Error occurred while reading Lead Data : " + generalException.ToString());
}
return(null);
}
public IUserActivity GetOutboundEmailUpdateUserAcitivityData(IXNCustomData emailData, SFDCCallType callType, string eventName)
{
try
{
this._logger.Info("GetOutboundEmailUpdateUserAcitivityData : Reading User Activity Update Data.....");
if (emailData != null)
{
IUserActivity userActivity = new UserActivityData();
#region Collect Lead Data
userActivity.ObjectName = this._emailUserActivityOptions.ObjectName;
if (callType == SFDCCallType.InboundEmail || callType == SFDCCallType.InboundEmailPulled)
{
if (_emailUserActivityOptions.InboundCanUpdateLog)
{
userActivity.UpdateActivityLog = true;
userActivity.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(_emailUserActivityLog, null, callType, emailData.Duration, emailData: emailData);
//if (!string.IsNullOrWhiteSpace(_emailUserActivityOptions.AppendActivityLogEventNames) && _emailUserActivityOptions.AppendActivityLogEventNames.Contains(eventName))
// userActivity.AppendActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._emailUserActivityLog, null, callType, emailData.Duration, emailData: emailData, isAppendLogData: true);
}
}
else if (callType == SFDCCallType.OutboundEmailFailure || callType == SFDCCallType.OutboundEmailSuccess || callType == SFDCCallType.OutboundEmailPulled)
{
if (this._emailUserActivityOptions.OutboundCanUpdateLog)
{
userActivity.UpdateActivityLog = true;
userActivity.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(_emailUserActivityLog, null, callType
, emailData.Duration, emailData: emailData);
//if (!string.IsNullOrWhiteSpace(_emailUserActivityOptions.AppendActivityLogEventNames) && _emailUserActivityOptions.AppendActivityLogEventNames.Contains(eventName))
// userActivity.AppendActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._emailUserActivityLog, null, callType, emailData.Duration, emailData: emailData, isAppendLogData: true);
}
}
#endregion Collect Lead Data
return(userActivity);
}
}
catch (Exception generalException)
{
this._logger.Error("GetOutboundEmailUpdateUserAcitivityData : Error occurred while reading Lead Data : " + generalException.ToString());
}
return(null);
}
/// <summary>
/// Receives the DispositionCode Changed Event from chat/ email interaction and updates SFDC Records
/// </summary>
/// <param name="InteractionData"></param>
public void DispositionCodeChanged(IXNCustomData dispCode)
{
ThreadPool.QueueUserWorkItem(delegate
{
if (dispCode.MediaType == MediaType.Voice && _voicePopup != null)
{
_voicePopup.UpdateDispositionCodeChange(dispCode);
}
else if (dispCode.MediaType == MediaType.Chat && _chatPopup != null)
{
_chatPopup.UpdateDispositionCodeChange(dispCode);
}
else if (dispCode.MediaType == MediaType.Email && _emailPopup != null)
{
_emailPopup.UpdateDispositionCodeChange(dispCode);
}
});
}
public void PopupRecords(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to popup SFDC on EmailSend Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.OutboundEmailSuccess)
{
this._sfdcPopupData = this._emailEvents.GetOutboundEmailPopupData(emailData, callType, "send");
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
this.searchHandler.ProcessSearchData(emailData.InteractionId, this._sfdcPopupData, callType);
}
else
{
this._logger.Info("Search data is empty");
}
this._logger.Info("Trying to update SFDC on EmailSend Event, Email Type: " + callType.ToString());
this._sfdcPopupData = this._emailEvents.GetOutboundEmailUpdateData(emailData, callType, "send");
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
if (Settings.SFDCOptions.CanAddEmailAttachmentsInLog)
{
this.searchHandler.ProcessUpdateData(emailData.InteractionId, this._sfdcPopupData, true);
}
else
{
this.searchHandler.ProcessUpdateData(emailData.InteractionId, this._sfdcPopupData);
}
}
else
{
this._logger.Info("Search data is empty");
}
}
}
catch (Exception exception)
{
this._logger.Error("EmailSend: Error Occurred, Exception : " + exception.ToString());
}
}
public IUserActivity GetOutboundEmailCreateUserAcitivityData(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("GetEmailCreateUserAcitivityData : Reading Email UserActivity Log Data.....");
if (emailData != null)
{
IUserActivity userActivity = new UserActivityData();
#region Collect userActivity Data
userActivity.ObjectName = this._emailUserActivityOptions.ObjectName;
if (callType == SFDCCallType.InboundEmail || callType == SFDCCallType.InboundEmailPulled)
{
userActivity.CreateActvityLog = this._emailUserActivityOptions.InboundCanCreateLog;
if (this._emailUserActivityOptions.InboundCanCreateLog && this._emailUserActivityLog != null)
{
//userActivity.ActivityLogData = this.sfdcUtility.GetCreateActivityLogData(this.emailUserActivityLog, popupEvent, callType);
}
}
else if (callType == SFDCCallType.OutboundEmailFailure || callType == SFDCCallType.OutboundEmailSuccess || callType == SFDCCallType.OutboundEmailPulled)
{
userActivity.CreateActvityLog = this._emailUserActivityOptions.OutboundCanCreateLog;
if (this._emailUserActivityOptions.OutboundCanCreateLog && this._emailUserActivityLog != null)
{
// userActivity.ActivityLogData =
// this.sfdcUtility.GetCreateActivityLogData(this.emailUserActivityLog,
// popupEvent, callType);
}
}
#endregion Collect userActivity Data
return(userActivity);
}
}
catch (Exception generalException)
{
this._logger.Error("GetChatCreateUserAcitivityData : Error occurred : " + generalException.ToString());
}
return(null);
}
public void InteractionEventChat(IXNCustomData chatData)
{
try
{
this._logger.Info("Chat Event Received : " + chatData.EventName);
switch (chatData.EventName)
{
case "InteractionChatAcceptChat":
GetChatData(chatData.InteractionId, chatData);
ChatSessionConnected.GetInstance().PopupRecords(chatData, SFDCCallType.InboundChat);
return;
case "InteractionChatDeclineChat":
GetChatData(chatData.InteractionId, chatData);
ChatRejected.GetInstance().UpdateRecords(chatData, chatData.InteractionType);
return;
case "InteractionChatCloseInteraction":
case "InteractionChatDisconnectChat":
case "InteractionChatAutoCloseInteraction":
case "InteractionChatAutoDisconnect":
GetChatData(chatData.InteractionId, chatData);
ChatSessionEnded.GetInstance().PopupRecords(chatData, chatData.InteractionType);
return;
case "InteractionMarkDone":
GetChatData(chatData.InteractionId, chatData);
ChatMarkDone.GetInstance().UpdateRecords(chatData, chatData.InteractionType);
break;
default:
return;
}
}
catch (Exception generalException)
{
this._logger.Error("Error occurred while processing chat event, exception : " + generalException.ToString());
}
}
public IUserActivity GetChatCreateUserAcitivityData(IXNCustomData chatData, SFDCCallType callType)
{
try
{
IMessage message = chatData.InteractionEvent;
this._logger.Info("GetChatCreateUserAcitivityData : Reading Chat UserActivity Log Data.....");
this._logger.Info("GetChatCreateUserAcitivityData : Event Name : " + message.Name);
dynamic popupEvent = Convert.ChangeType(message, message.GetType());
if (popupEvent != null)
{
IUserActivity userActivity = new UserActivityData();
#region Collect Lead Data
userActivity.ObjectName = this._chatUserActivityOptions.ObjectName;
if (callType == SFDCCallType.InboundChat)
{
userActivity.CreateActvityLog = this._chatUserActivityOptions.InboundCanCreateLog;
if (this._chatUserActivityOptions.InboundCanCreateLog && this._chatUserActivityLog != null)
{
userActivity.ActivityLogData = this._sfdcUtility.GetCreateActivityLogData(this._chatUserActivityLog, popupEvent, callType, emailData: chatData);
}
}
else if (callType == SFDCCallType.ConsultChatReceived)
{
userActivity.CreateActvityLog = this._chatUserActivityOptions.ConsultCanCreateLog;
if (this._chatUserActivityOptions.ConsultCanCreateLog && this._chatUserActivityLog != null)
{
userActivity.ActivityLogData = this._sfdcUtility.GetCreateActivityLogData(this._chatUserActivityLog, popupEvent, callType, emailData: chatData);
}
}
#endregion Collect Lead Data
return(userActivity);
}
}
catch (Exception generalException)
{
this._logger.Error("GetChatCreateUserAcitivityData : Error occurred : " + generalException.ToString());
}
return(null);
}
public void UpdateRecords(IXNCustomData chatData, SFDCCallType callType)
{
try
{
if (callType == SFDCCallType.InboundChat || callType == SFDCCallType.ConsultChatReceived)
{
_sfdcPopupData = this._chatEvents.GetInboundUpdateData(chatData, "datachanged");
if (_sfdcPopupData != null)
{
_sfdcPopupData.InteractionId = chatData.InteractionId;
this._searchHandler.ProcessUpdateData(chatData.InteractionId, _sfdcPopupData);
}
else
{
this._logger.Info("ChatInvite.UpdateRecords : Search data is empty");
}
}
}
catch (Exception generalException)
{
this._logger.Error("ChatInvite.UpdateRecords : Error Occurred in Updating sfdc data : " + generalException.ToString());
}
}
/// <summary>
/// Update SFDC Records on Call MarkDone Event
/// </summary>
/// <param name="eventReleased"></param>
/// <param name="callType"></param>
/// <param name="callDuration"></param>
#endregion Popup/Update Records
#region UpdateRecords on Markdone
/// <summary>
/// Update SFDC Records on EventReleased Event
/// </summary>
/// <param name="eventReleased"></param>
/// <param name="callType"></param>
/// <param name="callDuration"></param>
public void UpdateRecords(IXNCustomData ixnData)
{
try
{
_logger.Info("CallMarkDone : Update activity log on markdone event ");
if (ixnData.InteractionType == SFDCCallType.InboundVoice)
{
_sfdcPopupData = this._voiceEvents.GetInboundUpdateData(ixnData.InteractionEvent, ixnData.InteractionType, ixnData.Duration, "markdone", ixnData.InteractionNotes);
}
else if (ixnData.InteractionType == SFDCCallType.ConsultVoiceReceived)
{
_sfdcPopupData = this._voiceEvents.GetConsultUpdateData(ixnData.InteractionEvent, ixnData.InteractionType, ixnData.Duration, "markdone", ixnData.InteractionNotes);
}
else if (ixnData.InteractionType == SFDCCallType.OutboundVoiceSuccess)
{
_sfdcPopupData = this._voiceEvents.GetOutboundUpdateData(ixnData.InteractionEvent, ixnData.InteractionType, ixnData.Duration, "markdone", ixnData.InteractionNotes);
}
else if (ixnData.InteractionType == SFDCCallType.OutboundVoiceFailure)
{
_sfdcPopupData = this._voiceEvents.GetOutboundUpdateData(ixnData.InteractionEvent, ixnData.InteractionType, ixnData.Duration, "markdone", ixnData.InteractionNotes);
}
if (_sfdcPopupData != null)
{
_sfdcPopupData.InteractionId = ixnData.InteractionId;
this._searchHandler.ProcessUpdateData(ixnData.InteractionId, _sfdcPopupData);
}
else
{
this._logger.Info("Search data is empty");
}
}
catch (Exception generalException)
{
_logger.Error("CallMarkDone : Error Occurred : " + generalException.ToString());
}
}
public void UpdateRecords(IXNCustomData chatData, SFDCCallType callType)
{
try
{
if (callType == SFDCCallType.InboundEmail)
{
this.logger.Info("UpdateRecords : Update SFDC Logs for Email Markdone ");
this.sfdcPopupData = this.chatManager.GetInboundUpdateData(chatData, "markdone");
if (this.sfdcPopupData != null)
{
this.sfdcPopupData.InteractionId = chatData.InteractionId;
this._searchHandler.ProcessUpdateData(chatData.InteractionId, this.sfdcPopupData);
}
else
{
this.logger.Info("UpdateRecords : Search data is empty");
}
}
}
catch (Exception exception)
{
this.logger.Error("UpdateRecords : Error Occurred while collecting Log data : " + exception.ToString());
}
}
public void UpdateRecords(IXNCustomData emailData, SFDCCallType callType, string callDuration, string chatContent)
{
try
{
this._logger.Info("Trying to Update SFDC Logs on EmailConnected event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.InboundEmail)
{
this._sfdcPopupData = this._emailEvents.GetInboundUpdateData(emailData, callType, "datachanged");
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
this._searchHandler.ProcessUpdateData(emailData.InteractionId, this._sfdcPopupData);
}
else
{
this._logger.Info("Search data is empty");
}
}
}
catch (Exception exception)
{
this._logger.Error("EmailConnected : Error Occurred in Updating sfdc data : " + exception.ToString());
}
}
public void UpdateRecords(IXNCustomData emailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to popup or update SFDC on EmailDelete Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.OutboundEmailSuccess)
{
this._sfdcPopupData = this._emailEvents.GetOutboundEmailUpdateData(emailData, callType, "delete");
if (this._sfdcPopupData != null)
{
this._sfdcPopupData.InteractionId = emailData.InteractionId;
this._searchHandler.ProcessUpdateData(emailData.InteractionId, this._sfdcPopupData);
}
else
{
this._logger.Info("Search data is empty");
}
}
}
catch (Exception exception)
{
this._logger.Error("EmailDelete: Error Occurred : " + exception.ToString());
}
}
private void GetEmailData(string ixnId, IXNCustomData emailData)
{
try
{
this._logger.Info("Retrieving UCS content for the InteractionId :" + ixnId);
EventGetInteractionContent emailContent = Settings.SFDCListener.GetOpenMediaInteractionContent(ixnId, false);
if (emailContent != null)
{
if (emailContent.InteractionAttributes.TypeId == "Inbound")
{
emailData.InteractionType = SFDCCallType.InboundEmail;
}
else if (emailContent.InteractionAttributes.TypeId == "Outbound")
{
emailData.InteractionType = SFDCCallType.OutboundEmailSuccess;
}
emailData.IXN_Attributes = emailContent.InteractionAttributes;
emailData.EntityAttributes = emailContent.EntityAttributes;
emailData.AttachmentLists = emailContent.Attachments;
emailData.InteractionContents = emailContent.InteractionContent;
if (emailData.UserData == null)
{
emailData.UserData = emailContent.InteractionAttributes.AllAttributes;
}
}
else
{
this._logger.Info("Null is returned from UCS");
}
}
catch (Exception generalException)
{
this._logger.Info("Error Occurred, Exception : " + generalException.ToString());
}
}
public void UpdateRecords(IXNCustomData EmailData, SFDCCallType callType)
{
try
{
this._logger.Info("Trying to update SFDC on Markdone Event, Email Type: " + callType.ToString());
if (callType == SFDCCallType.InboundEmail)
{
this.sfdcPopupData = this.emailEvents.GetInboundUpdateData(EmailData, callType, "markdone");
if (this.sfdcPopupData != null)
{
this.sfdcPopupData.InteractionId = EmailData.InteractionId;
this._searchHandler.ProcessUpdateData(EmailData.InteractionId, this.sfdcPopupData);
}
else
{
this._logger.Info("Search data is empty");
}
}
}
catch (Exception exception)
{
this._logger.Error("EmailMarkDone: Error Occurred while collecting Log data : " + exception.ToString());
}
}
/// <summary>
/// Gets chat Update Data
/// </summary>
/// <param name="message"></param>
/// <param name="callType"></param>
/// <param name="duration"></param>
/// <param name="chatContent"></param>
/// <returns></returns>
public CaseData GetCaseChatUpdateData(IXNCustomData chatData, string eventName)
{
try
{
IMessage message = chatData.InteractionEvent;
SFDCCallType callType = chatData.InteractionType;
string duration = chatData.Duration;
this._logger.Info("GetCaseChatUpdateData : Reading Case Update Data.....");
this._logger.Info("GetCaseChatUpdateData : Event Name : " + message.Name);
dynamic popupEvent = Convert.ChangeType(message, message.GetType());
if (popupEvent != null)
{
CaseData cases = new CaseData();
#region Collect Case Data
cases.ObjectName = _caseChatOptions.ObjectName;
if (callType == SFDCCallType.InboundChat)
{
if (_caseChatOptions.InboundCanUpdateLog)
{
cases.UpdateActivityLog = true;
cases.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseChatLogOptions, popupEvent, callType, duration, emailData: chatData);
if (!string.IsNullOrWhiteSpace(_caseChatOptions.ChatAppendActivityLogEventNames) && _caseChatOptions.ChatAppendActivityLogEventNames.Contains(eventName))
{
cases.AppendActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseChatLogOptions, null, callType, duration, emailData: chatData, isAppendLogData: true);
}
}
}
else
if (callType == SFDCCallType.ConsultChatReceived)
{
if (_caseChatOptions.ConsultCanUpdateLog)
{
cases.UpdateActivityLog = true;
cases.UpdateActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseChatLogOptions, popupEvent, callType, duration, emailData: chatData);
if (!string.IsNullOrWhiteSpace(_caseChatOptions.ChatAppendActivityLogEventNames) && _caseChatOptions.ChatAppendActivityLogEventNames.Contains(eventName))
{
cases.AppendActivityLogData = this._sfdcUtility.GetUpdateActivityLogData(this._caseChatLogOptions, null, callType, duration, emailData: chatData, isAppendLogData: true);
}
}
}
//update case record fields
cases.UpdateRecordFields = _caseChatOptions.CanUpdateRecordData;
if (SFDCObjectHelper.GetNoRecordFoundAction(callType, _caseChatOptions).Equals("createnew") && this._caseChatRecordConfig != null)
{
if (_caseChatOptions.CanUpdateRecordData)
{
cases.UpdateRecordFieldsData = this._sfdcUtility.GetUpdateActivityLogData(this._caseChatRecordConfig, popupEvent, callType, duration, emailData: chatData);
}
}
#endregion Collect Case Data
return(cases);
}
}
catch (Exception generalException)
{
this._logger.Error("GetCaseChatUpdateData : Error occurred while reading Case Data : " + generalException.ToString());
}
return(null);
}
