/// <summary>
/// Handles an incoming Application Sharing call. The incoming Application Sharing call can be one of two things:
/// this can be a brand new customer session or a modality escalation. Else decline.
/// </summary>
private void HandleApplicationSharingCallReceived(object sender, CallReceivedEventArgs <ApplicationSharingCall> args)
{
//Declines if it is a brand new Conversation as we only expect, modality escalation in
// an existing customer session for Application Sharing.
if (args.IsNewConversation == true)
{
try
{
args.Call.Decline(new CallDeclineOptions(ResponseCode.TemporarilyUnavailable));
}
catch (InvalidOperationException ivoex)
{
_logger.Log("AcdPortal cannot decline an imcoming Application Sharing Call properly", ivoex);
}
catch (RealTimeException ex)
{
_logger.Log("AcdPortal cannot decline an imcoming Application Sharing Call properly", ex);
}
}
else if (args.IsNewConversation == false)
{
//this an Application Sharing escalation, hand off the call to the AcdCustomerSession for futher processing
if (null != args.Call.Conversation.ApplicationContext)
{
AcdCustomerSession session = args.Call.Conversation.ApplicationContext as AcdCustomerSession;
args.RingBackDisabled = true;
ThreadPool.QueueUserWorkItem((waitState) =>
{
session.HandleNewModality(args.Call);
});
}
else
{
// There was an issue retrieving the AcdCustomerSession, we are declining the call.
try
{
args.Call.Decline(new CallDeclineOptions(ResponseCode.TemporarilyUnavailable));
}
catch (InvalidOperationException ivoex)
{
_logger.Log("AcdPortal cannot decline an imcoming Application Sharing Call properly", ivoex);
}
catch (RealTimeException ex)
{
_logger.Log("AcdPortal cannot decline incoming Application Sharing call properly", ex);
}
}
}
}
/// <summary>
/// Handles an incoming Instant Messaging call. The incoming Instant Messaging call can be one of two things:
/// this can be a brand new customer session or a modality escalation. Else decline.
/// </summary>
private void HandleInstantMessagingCallReceived(object sender, CallReceivedEventArgs <InstantMessagingCall> args)
{
//Determines whether it is a new Call
if (args.IsNewConversation == true) //New acd customer session
{
//Decline the call if the portal is draining its calls, else hand it off to a newly created Acd Customer session.
if (_portalState < PortalState.Draining) //Only take new calls is we're not in the process of shutting down.
{
AcdCustomerSession session = new AcdCustomerSession(_logger, _matchMaker, this);
//add the session to the list.
lock (_syncRoot)
{
_sessions.Add(session);
_numberOfSessionsEstablished++;
}
session.CustomerSessionStateChanged += CustomerSessionStateChanged;
if (args.CustomMimeParts.Count > 0)
{
productType productInfo;
List <AgentSkill> listOfRequestedSkills = new List <AgentSkill>(this.ProcessMimeParts(args.CustomMimeParts, out productInfo));
ThreadPool.QueueUserWorkItem((waitState) =>
{
session.HandleInitialCall(args.Call, listOfRequestedSkills, productInfo);
});
}
else
{
ThreadPool.QueueUserWorkItem((waitState) =>
{
session.HandleInitialCall(args.Call, null, null);
});
}
}
else //If the call comes in while we're shutting down, terminate it
{
//UNDONE: Nice to have: - Play a message to the user that the portal is shutting down.
try
{
args.Call.Decline(new CallDeclineOptions(ResponseCode.TemporarilyUnavailable));
}
catch (RealTimeException ex)
{
_logger.Log("AcdPortal cannot decline incoming IM call properly while draining/terminating the portal", ex);
}
}
}
else
{
//this an audio escalation, hand off the call to the AcdCustomerSession for futher processing
if (null != args.Call.Conversation.ApplicationContext)
{
AcdCustomerSession session = args.Call.Conversation.ApplicationContext as AcdCustomerSession;
ThreadPool.QueueUserWorkItem((waitState) =>
{
session.HandleNewModality(args.Call);
});
}
else
{
// There was an issue retrieving the AcdCustomerSession, we are declining the call.
try
{
args.Call.Decline();
}
catch (InvalidOperationException ex)
{
_logger.Log("AcdPortal cannot decline incoming IM call properly; the call must already be terminated", ex);
}
catch (RealTimeException ex)
{
_logger.Log("AcdPortal cannot decline incoming IM call properly", ex);
}
}
}
}
/// <summary>
/// Handles incoming AudioVideoCall. The incoming call can be one of three things: a brand new conversation,
/// a self transfer of an existing customer-facing call, an audio escalation. In Draining mode, only the incoming
/// calls for existing Conversations will be processed. Initial Conversation calls coming in will be declined by the
/// endpoint.
/// </summary>
private void HandleAudioVideoCallReceived(object sender, CallReceivedEventArgs <AudioVideoCall> args)
{
//Determines whether it is a new Call
if (args.IsNewConversation && args.CallToBeReplaced == null) //New Acd customer session
{
AcdCustomerSession session = new AcdCustomerSession(_logger, _matchMaker, this);
//add the session to the list.
lock (_syncRoot)
{
_sessions.Add(session);
_numberOfSessionsEstablished++;
}
//registering for an event to monitor the customer session state in order to determine when the draining is complete.
session.CustomerSessionStateChanged += CustomerSessionStateChanged;
if (args.CustomMimeParts.Count > 0)
{
productType productInformation;
List <AgentSkill> listOfRequestedSkills = new List <AgentSkill>(this.ProcessMimeParts(args.CustomMimeParts, out productInformation));
ThreadPool.QueueUserWorkItem((waitState) =>
{
session.HandleInitialCall(args.Call, listOfRequestedSkills, productInformation);
});
}
else
{
ThreadPool.QueueUserWorkItem((waitState) =>
{
session.HandleInitialCall(args.Call, null, null);
});
}
}
//it is not a new call but a modality addition
else if (args.IsNewConversation == false && args.CallToBeReplaced == null)
{
if (null != args.Call.Conversation.ApplicationContext)
{
//this an audio escalation, hand-off the call to the AcdCustomerSession for futher processing
AcdCustomerSession session = args.Call.Conversation.ApplicationContext as AcdCustomerSession;
args.RingBackDisabled = true;
session.HandleNewModality(args.Call);
}
else
{
// There was an issue retrieving the AcdCustomerSession, we are declining the call.
try
{
args.Call.Decline(new CallDeclineOptions(ResponseCode.TemporarilyUnavailable));
}
catch (RealTimeException ex)
{
_logger.Log("AcdPortal cannot decline incoming audio call properly", ex);
}
}
}
else if (args.CallToBeReplaced != null)
{
try
{
args.Call.Decline();
}
catch (RealTimeException ex)
{
_logger.Log("AcdPortal failed declining an incoming call replacing an exisiting one", ex);
}
}
else
{
//unexpected. Decline the incoming call
try
{
args.Call.Decline();
}
catch (RealTimeException ex)
{
_logger.Log("Acd customer session failed to decline an unexpected incoming Audio call", ex);
}
}
}