protected void selectScreenCast()
{
//4:Screen cast
Guid guid = new Guid();
string agentName = "";
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(profileId);
if (dt.Rows.Count != 0)
{
guid = dt[0].incident_guid;
agentName = dt[0].agent_full_name;
}
String conferenceName = guid.ToString();
ConferenceStartupParameters parameters = ConferenceHelper.GetParametersForScreenCast(conferenceName, agentName, true);
//parameters.ShouldCreateConference = false;
//parameters.ShouldStartAppShare = false;
//parameters.UseJavascript = false;
//string tempConferenceName = Convert.ToString(1000000 + profileId);
//parameters.ConferenceName = tempConferenceName;
IncidentHelper.SetIncidentStateScreenCast(profileId);
}
/// <summary>
/// Cancel the Obsolete incidents (sitting too long in Queue)
/// </summary>
/// <returns></returns>
protected bool cancelObsoleteIncidents()
{
bool result = false;
//int cleanUpInterval = 300; // SosParameters.SosCallCleanUpInterval;
//IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentQueueList(1, 0); //1:New; 0:All
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentsByStatus(1, 0); //1:New; 0:All
foreach (IncidentDS.IncidentDSRow rowIncident in dt)
{
if (rowIncident.Isdate_openNull()) // Not for transferred incidents
{
DateTime now = DateTime.Now.ToUniversalTime();
TimeSpan span = now.Subtract(rowIncident.date_created);
TimeSpan max = new TimeSpan(0, 0, 15, 0); // 15 minutes
if (TimeSpan.Compare(span, max) > 0)
{
Int32 incidentId = rowIncident.incident_id;
BllProxyIncidentHelper.SetIncidentSubject(incidentId, 3, "[_CLEARED_]"); // Canceled
result = true;
break;
}
}
//---
}
return(result);
}
protected void selectConference()
{
//case 3: // Video session
Guid sessionGUID = new Guid();
string agentName = "";
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(profileId);
if (dt.Rows.Count != 0)
{
sessionGUID = dt[0].incident_guid;
agentName = dt[0].agent_full_name;
}
String conferenceName = sessionGUID.ToString();
ConferenceStartupParameters parameters = ConferenceHelper.GetParametersForMultiVideo(conferenceName, "USER");
string tempConferenceName = Convert.ToString(1000000 + profileId);
parameters.ConferenceName = tempConferenceName;
//VideoChatControl.Parameters = parameters;
IncidentHelper.SetIncidentStateVideoSession(profileId);
}
/// <summary>
/// Clear the Incident's ReservedAgent and Disable Agent not taking the call
/// </summary>
/// <param name="dtAllPoolAgents"></param>
/// <returns></returns>
protected bool checkReservations(PoolDS.PoolDSDataTable dtAllPoolAgents)
{
bool result = false;
PoolDS.PoolDSRow[] rows = (PoolDS.PoolDSRow[])dtAllPoolAgents.Select("is_available=1 and is_busy=0", "");
if (rows.Length > 0)
{
int cancelInterval = UcConfParameters.UcCallForwardingInterval; // seconds
foreach (PoolDS.PoolDSRow row in dtAllPoolAgents.Rows)
{
if ((!row.Isincident_idNull()) && (!row.Isdate_reservedNull()))
{
DateTime now = DateTime.Now.ToUniversalTime();
TimeSpan span = now.Subtract(row.date_reserved);
TimeSpan max = new TimeSpan(0, 0, cancelInterval);
if (TimeSpan.Compare(span, max) > 0)
{
Int32 incidentId = row.incident_id;
Int32 incidentStatusId = 0;
Int32 incidentAgentId = 0;
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.SelectIncident(incidentId);
if (dtIncident.Rows.Count > 0)
{
incidentStatusId = dtIncident[0].status_id;
if (!dtIncident[0].Isagent_idNull())
{
incidentAgentId = dtIncident[0].agent_id;
}
}
if (incidentAgentId == 0)
{
if (incidentStatusId == 1)
{
BllProxyIncidentHelper.SetIncidentReservation(incidentId, 0);
BllProxyPool.SetPoolAgentAvailable(row.agent_id, false);
BllProxyPool.SetPoolAgentBusy(row.agent_id, false);
}
else
{
BllProxyPool.SetPoolAgentAvailable(row.agent_id, true);
BllProxyPool.SetPoolAgentBusy(row.agent_id, true);
}
}
result = true;
}
}
}
}
return(result);
}
public static bool OpenIncident(Int32 incidentId, Int32 agentId, out string msg)
{
msg = "";
bool success = false;
agentPool.SetAgentBusy(agentId, true);
BllProxyIncidentState.InsertIncidentState(incidentId, true, "NEW");
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.OpenIncident(incidentId, agentId);
if (dt.Rows.Count != 0)
{
if (dt[0].status_id == 2)
{
if ((!dt[0].Isreserved_agent_idNull()) && (dt[0].reserved_agent_id != agentId))
{
msg = "The incident is RESERVED";
}
else
{
Int32 incidentAgentId = dt[0].agent_id;
String incidentAgentName = dt[0].agent_full_name;
if (incidentAgentId != agentId)
{
msg = "The incident is in progress with " + incidentAgentName;
}
else
{
success = true;
}
}
}
else
{
msg = "canceled";
}
}
else
{
msg = "The incident has already been processed";
}
if (success)
{
agentPool.ReleaseIncident(incidentId);
agentPool.SetSession(agentId, incidentId);
}
else
{
agentPool.SetAgentBusy(agentId, false);
}
return(success);
}
//-------------------------------------------------------------------------------
public void SetAgentBusy(Int32 agentId, bool busy)
{
PoolDS.PoolDSDataTable dtPool = BllProxyPool.SelectPoolAgent(agentId);
if (dtPool.Rows.Count != 0)
{
bool isBusy = busy;
if (!isBusy)
{
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.GetIncidentsByStatus(2, agentId); //2:In-Progress
if (dtIncident.Rows.Count != 0)
{
isBusy = true;
}
}
if (isBusy)
{
BllProxyPool.SetPoolAgentBusy(agentId, true);
}
else
{
BllProxyPool.SetPoolAgentBusy(agentId, busy);
}
BllProxyPool.SetPoolAgentIncident(agentId, 0);
}
}
protected void selectTextChat()
{
//2:Text Chat
string agentName = "";
string conferenceName = "";
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(profileId);
if (dt.Rows.Count != 0)
{
conferenceName = dt[0].incident_guid.ToString();
agentName = dt[0].agent_full_name;
}
if (this.UcPage.UserRoleId != 2) // Agent
{
UserDS.UserDSDataTable dtU = BllProxyUser.SelectUser(this.UcPage.UserId);
if (dtU.Rows.Count != 0)
{
string userRoleTitle = "";
switch (this.UcPage.UserRoleId)
{
case 1: // Administrator
userRoleTitle = "ADMN";
break;
case 2: // Agent
userRoleTitle = "AGNT";
break;
case 3: // Manager
userRoleTitle = "MNGR";
break;
case 4: // User
userRoleTitle = "USER";
break;
case 5: // Supervisor
userRoleTitle = "SPVR";
break;
}
agentName = dtU[0].full_name + " [" + userRoleTitle + "]";
}
}
TextChatControl.ConfSessionId = conferenceName;
TextChatControl.ConfSessionUser = agentName;
IncidentHelper.SetIncidentStateTextChat(profileId);
}
/// <summary>
/// Disable the Agent if not online (Agent in AgentPool is not renewed for too long)
/// Remove the Agent from AgentPool if not online for a week
/// </summary>
/// <param name="dtAllPoolAgents"></param>
/// <returns></returns>
protected bool cleanUp(PoolDS.PoolDSDataTable dtAllPoolAgents)
{
bool result = false;
int cleanUpInterval = UcConfParameters.UcCallCleanUpInterval;
foreach (PoolDS.PoolDSRow row in dtAllPoolAgents.Rows)
{
Int32 agentId = row.agent_id;
DateTime now = DateTime.Now.ToUniversalTime();
TimeSpan span = now.Subtract(row.date_accessed);
TimeSpan max;
if (row.is_available)
{
// Disable the Agent if not online (Agent in AgentPool is not renewed for too long)
max = new TimeSpan(0, 0, cleanUpInterval); // seconds
if (TimeSpan.Compare(span, max) > 0)
{
BllProxyPool.SetPoolAgentAvailable(agentId, false);
result = true;
}
// Clean up the Agent's Incident and turn Agent available if the Incident is gone
if (!row.Isincident_idNull())
{
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.SelectIncident(row.incident_id);
if (dtIncident.Rows.Count > 0)
{
//if ((dtIncident[0].status_id != 1) || (dtIncident[0].agent_id != agentId))
if ((dtIncident[0].status_id != 1) || ((!dtIncident[0].Isagent_idNull()) && (dtIncident[0].agent_id != agentId)))
{
BllProxyPool.SetPoolAgentIncident(agentId, 0);
BllProxyPool.SetPoolAgentBusy(agentId, false);
result = true;
}
}
}
}
else
{
// Remove the Agent from AgentPool if not online for a week
max = new TimeSpan(7, 0, 0, 0); // 7 days
if (TimeSpan.Compare(span, max) > 0)
{
BllProxyPool.DeletePoolAgent(agentId);
result = true;
}
}
}
return(result);
}
private static IncidentDS.IncidentDSDataTable processData(IncidentDS.IncidentDSDataTable dt)
{
foreach (IncidentDS.IncidentDSRow row in dt.Rows)
{
row.agent_full_name = Helper.GetFullName(row.agent_first_name, row.agent_last_name);
row.contact_full_name = Helper.GetFullName(row.contact_first_name, row.contact_last_name);
}
return(dt);
}
protected void selectTransfer()
{
//6:Transfer
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(profileId);
if (dt.Rows.Count != 0)
{
statusId = dt[0].status_id;
}
TransferIncident.IncidentId = this.profileId;
TransferIncident.StatusId = this.statusId;
IncidentHelper.SetIncidentStateActive(profileId);
}
//-------------------------------------------------------------------------------
public void SetAgentBusy(Int32 agentId, bool busy)
{
if (table.Contains(agentId))
{
AgentAccount agentAccount = (AgentAccount)table[agentId];
//if (agentAccount.IsAvailable)
//{
bool isOccupied = false;
if (!busy)
{
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentsByStatus(2, agentId); //2:In-Progress
if (dt.Rows.Count != 0)
{
isOccupied = true;
}
}
// if (isOccupied)
// {
// agentAccount.IsBusy = false;
// }
// else
// {
// agentAccount.IsBusy = true;
// }
// agentAccount.IncidentId = 0;
//}
if (isOccupied)
{
agentAccount.IsBusy = true;
}
else
{
agentAccount.IsBusy = busy;
}
agentAccount.IncidentId = 0;
}
}
protected void showVideo(Int32 incidentId)
{
Guid guid = new Guid();
string agentName = "";
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(incidentId);
if (dt.Rows.Count != 0)
{
guid = dt[0].incident_guid;
agentName = dt[0].agent_full_name;
}
String conferenceName = guid.ToString();
((UcMasterPage)this.Master).ShowVideoChat(incidentId, conferenceName, agentName, "Agent");
uctxControls.ShowVideoChat(incidentId, conferenceName, agentName, "Agent");
}
protected void showVideo(Int32 incidentId)
{
Guid guid = new Guid();
string agentName = "";
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(incidentId);
if (dt.Rows.Count != 0)
{
guid = dt[0].incident_guid;
agentName = dt[0].agent_full_name;
}
String conferenceName = guid.ToString();
//ConferenceStartupParameters parameters = new ConferenceStartupParameters();
//parameters.VideoTransmitterMode = true;
//parameters.VideoReceiverMode = false;
//parameters.UseJavascript = true;
//parameters.VideoWidth = 640;
//parameters.VideoHeight = 480;
//parameters.VideoFPS = 20;
//parameters.VideoBandwidth = 56000;
//parameters.VideoQuality = 80;
//parameters.ScreenVideoWidth = 100;
//parameters.ScreenVideoHeight = 100;
//parameters.ConferenceName = conferenceName;
//parameters.UserType = "Coach";
//parameters.UserName = agentName;
//parameters.ShouldCreateConference = true;
//parameters.ShouldStartAppShare = true;
//==========================================================================
//ConferenceStartupParameters parameters = ConferenceHelper.GetParametersForTransmitter(conferenceName, agentName);
//==========================================================================
//((UcMasterPage)this.Master).ShowVideoChat(parameters);
((UcMasterPage)this.Master).ShowVideoChat(incidentId, conferenceName, agentName, "Agent");
uctxControls.ShowVideoChat(incidentId, conferenceName, agentName, "Agent");
}
protected void Page_Load(object sender, EventArgs e)
{
string pathRedirect = "CallQueue.aspx";
if (agentId == 0)
{
pathRedirect = "profile.aspx";
}
else
{
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentsByStatus(1, agentId); // New
if (dt.Rows.Count != 0)
{
pathRedirect = "CallQueue.aspx";
}
else
{
dt = BllProxyIncident.GetIncidentsByStatus(2, agentId); // In-Progress
if (dt.Rows.Count != 0)
{
pathRedirect = "myCalls.aspx";
}
else
{
dt = BllProxyIncident.GetIncidentsByStatus(5, agentId); // Follow-Up
if (dt.Rows.Count != 0)
{
pathRedirect = "followupcalls.aspx";
}
pathRedirect = "CallQueue.aspx";
}
}
}
Response.Redirect(pathRedirect);
}
protected void Page_Load(object sender, EventArgs e)
{
object obj = Request.QueryString["id"];
if (obj != null)
{
Int32 i = 0;
if (Int32.TryParse(obj.ToString(), out i))
{
this.incidentId = i;
}
}
if (this.incidentId != 0)
{
string agentName = "";
string facilityName = "";
string conferenceName = "";
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(incidentId);
if (dt.Rows.Count != 0)
{
conferenceName = dt[0].incident_guid.ToString();
facilityName = dt[0].facility_name;
agentName = dt[0].agent_full_name;
}
ConferenceStartupParameters parameters = ConferenceHelper.GetParametersForReceiver(conferenceName, agentName, facilityName);
//ConfVideo.Parameters = parameters;
}
else
{
//BllProxyIncidentHelper.SetIncidentStatus(this.incidentId, 4); // 4:Closed
Response.Redirect("default.aspx");
}
}
public void Start()
{
string script = "window.resizeTo( 360, 650 )";
ScriptManager.RegisterClientScriptBlock(this, this.GetType(), "SetLiveConnectSize", script, true);
ltTimeSpan.Text = "";
lblAgentName.Text = "";
Guid sessionGUID;
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(incidentId);
if (dt.Rows.Count != 0)
{
sessionGUID = dt[0].incident_guid;
string facilityName = dt[0].facility_name;
string agentName = dt[0].agent_full_name;
lblAgentName.Text = agentName;
//----------------------------------------------------------------------------
String conferenceName = sessionGUID.ToString();
ConferenceStartupParameters parameters1 = ConferenceHelper.GetParametersForTransmitter(conferenceName, facilityName);
ConferenceStartupParameters parameters2 = ConferenceHelper.GetParametersForReceiver(conferenceName, agentName, facilityName);
this.parameters = ConferenceHelper.GetParametersForScreenCast(conferenceName, facilityName, false);
Session[Utility.ConferenceStartupParametersSessionVariableName] = this.parameters;
parameters1.ScreenVideoWidth = 320;
parameters1.ScreenVideoHeight = 240;
string tempConferenceName = Convert.ToString(1000000 + incidentId);
//string tempConferenceName = conferenceName;
parameters1.ConferenceName = tempConferenceName;
parameters2.VideoWidth = 640;
parameters2.VideoHeight = 480;
parameters2.ScreenVideoWidth = 640; // 320;
parameters2.ScreenVideoHeight = 480; // 240;
parameters2.ConferenceName = tempConferenceName;
parameters.ConferenceName = tempConferenceName;
UpdateVideoEvents(tempConferenceName);
UpdateScreenEvents(tempConferenceName);
UpdateAudioEvents(tempConferenceName, incidentId);
ViewChatControl.ConfSessionId = conferenceName;
ViewChatControl.ConfSessionUser = facilityName;
//----------------------------------------------------------------------------
startTime = DateTime.Now;
}
else
{
Response.Redirect("UcKioskConnect.aspx");
}
}
protected void showMenu()
{
UcAppBasePage page = this.UcAppPage;
string siteMapProviderName = "DefaultSiteMapProvider";
switch (page.UserRoleId)
{
case 1: //ADMIN
siteMapProviderName = "RoleAdminSiteMapProvider";
break;
case 2: //AGENT
siteMapProviderName = "RoleAgentSiteMapProvider";
break;
case 5: //SUPERVISOR
siteMapProviderName = "RoleSupervisorSiteMapProvider";
break;
}
SiteMapDataSource smds = new SiteMapDataSource();
smds.SiteMapProvider = siteMapProviderName;
smds.ShowStartingNode = false;
ucSideMenu.DataSource = smds;
ucSideMenu.DataBind();
SiteMapNode currentSiteMapNode = SiteMap.Providers[siteMapProviderName].CurrentNode;
for (int i = 0; i < ucSideMenu.Items.Count; i++)
{
MenuItem menu_item = ucSideMenu.Items[i];
if (currentSiteMapNode == null)
{
menu_item.ChildItems.Clear();
continue;
}
string menu_item_text = menu_item.Text;
if (currentSiteMapNode.ToString().CompareTo(menu_item_text) == 0)
{
menu_item.Selected = true;
continue;
}
if (currentSiteMapNode.ParentNode == null)
{
menu_item.ChildItems.Clear();
continue;
}
if (currentSiteMapNode.ParentNode.ToString().CompareTo(menu_item_text) != 0)
{
menu_item.ChildItems.Clear();
continue;
}
menu_item.Text = "<b>" + menu_item_text + "</b>";
for (int j = 0; j < menu_item.ChildItems.Count; j++)
{
MenuItem menu_item_child = menu_item.ChildItems[j];
string menu_item_child_text = menu_item_child.Text;
if (currentSiteMapNode.ToString().CompareTo(menu_item_child_text) == 0)
{
menu_item_child.Selected = true;
}
//---------------------------------------------------------------------------
if (page.UserRoleId == 2) //Agent
{
Int32 agentId = ProxyHelper.GetUserAgentId(this.UcPage.UserId);
//==================================================================
//IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentsByStatus(0, agentId); // ALL
//DataRow[] rows = dt.Select("status_id=0"); //None
//if (menu_item_child_Text == "Call Queue")
// rows = dt.Select("status_id=1"); // New
//else if (menu_item_child_Text == "My Calls")
// rows = dt.Select("status_id=2"); // In-Progress
//else if (menu_item_child_Text == "Follow-Up")
// rows = dt.Select("status_id=5"); // Follow-Up
//cnt = rows.Length;
//if (cnt != 0)
// menu_item_child_Text = menu_item_child_Text + " [" + cnt.ToString() + "]";
//==================================================================
IncidentDS.IncidentDSDataTable dt = null;
if (menu_item_child_text == "Call Queue")
{
dt = BllProxyIncident.GetIncidentQueueList(1, agentId); // New
}
else if (menu_item_child_text == "My Calls")
{
dt = BllProxyIncident.GetIncidentsByStatus(2, agentId); // In-Progress
}
else if (menu_item_child_text == "Follow-Up")
{
dt = BllProxyIncident.GetIncidentFollowUpList(5, agentId); // Follow-Up
}
if (dt != null)
{
int cnt = dt.Rows.Count;
if (cnt != 0)
{
menu_item_child_text += " [" + cnt.ToString() + "]";
}
}
}
//---------------------------------------------------------------------------
menu_item_child.Text = " " + menu_item_child_text;
}
}
//////---------------------------------------------------------
//for( int i = 0; i < ucSideMenu.Items.Count; i++ )
//{
// if( currentSiteMapNode != null )
// {
// string menuItemText = ucSideMenu.Items[ i ].Text;
// if( currentSiteMapNode.ToString().CompareTo( menuItemText ) != 0 )
// {
// if( currentSiteMapNode.ParentNode != null )
// {
// if( currentSiteMapNode.ParentNode.ToString().CompareTo( menuItemText ) != 0 )
// {
// ucSideMenu.Items[ i ].ChildItems.Clear();
// }
// else
// {
// ucSideMenu.Items[ i ].Text = "<b>" + menuItemText + "</b>";
// for( int j = 0; j < ucSideMenu.Items[ i ].ChildItems.Count; j++ )
// {
// string childMenuItemText = ucSideMenu.Items[ i ].ChildItems[ j ].Text;
// if( currentSiteMapNode.ToString().CompareTo( childMenuItemText ) == 0 )
// {
// ucSideMenu.Items[ i ].ChildItems[ j ].Selected = true;
// }
// //---------------------------------------------------------------------------
// if( page.UserRoleId == 2 ) //Agent
// {
// Int32 agentId = ProxyHelper.GetUserAgentId( this.UcPage.UserId );
// Int32 cnt = 0;
// //==================================================================
// //IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentsByStatus(0, agentId); // ALL
// //DataRow[] rows = dt.Select("status_id=0"); //None
// //if (childMenuItemText == "Call Queue")
// // rows = dt.Select("status_id=1"); // New
// //else if (childMenuItemText == "My Calls")
// // rows = dt.Select("status_id=2"); // In-Progress
// //else if (childMenuItemText == "Follow-Up")
// // rows = dt.Select("status_id=5"); // Follow-Up
// //cnt = rows.Length;
// //if (cnt != 0)
// // childMenuItemText = childMenuItemText + " [" + cnt.ToString() + "]";
// //==================================================================
// IncidentDS.IncidentDSDataTable dt = null;
// if( childMenuItemText == "Call Queue" )
// dt = BllProxyIncident.GetIncidentQueueList( 1, agentId ); // New
// else if( childMenuItemText == "My Calls" )
// dt = BllProxyIncident.GetIncidentsByStatus( 2, agentId ); // In-Progress
// else if( childMenuItemText == "Follow-Up" )
// dt = BllProxyIncident.GetIncidentFollowUpList( 5, agentId ); // Follow-Up
// if( dt != null )
// {
// cnt = dt.Rows.Count;
// if( cnt != 0 )
// childMenuItemText = childMenuItemText + " [" + cnt.ToString() + "]";
// }
// }
// //---------------------------------------------------------------------------
// ucSideMenu.Items[ i ].ChildItems[ j ].Text = " " + childMenuItemText;
// }
// }
// }
// else
// {
// ucSideMenu.Items[ i ].ChildItems.Clear();
// }
// }
// else
// {
// ucSideMenu.Items[ i ].Selected = true;
// }
// }
// else
// {
// ucSideMenu.Items[ i ].ChildItems.Clear();
// }
//}
}
public static IncidentDS.IncidentDSDataTable GetIncidentByGuid(Guid incidentGuid)
{
IncidentDS.IncidentDSDataTable dt = DalIncident.GetIncidentByGuid(incidentGuid);
return(processData(dt));
}
//-----------------------------------------------------------------------------
public static IncidentDS.IncidentDSDataTable SelectIncident(Int32 incidentId)
{
IncidentDS.IncidentDSDataTable dt = DalIncident.SelectIncident(incidentId);
return(processData(dt));
}
public static IncidentDS.IncidentDSDataTable OpenFollowUpIncident(Int32 incidentId, Int32 agentId)
{
IncidentDS.IncidentDSDataTable dt = DalIncident.OpenFollowUpIncident(incidentId, agentId);
return(processData(dt));
}
public static IncidentDS.IncidentDSDataTable GetIncidentFollowUpList(Int32 statusId, Int32 agentId)
{
IncidentDS.IncidentDSDataTable dt = DalIncident.GetIncidentFollowUpList(statusId, agentId);
return(processData(dt));
}
public static IncidentDS.IncidentDSDataTable GetIncidentsByContact(Int32 statusId, Int32 contactId)
{
IncidentDS.IncidentDSDataTable dt = DalIncident.GetIncidentsByContact(statusId, contactId);
return(processData(dt));
}
public void Start()
{
ltTimeSpan.Text = "";
lblAgentName.Text = "";
pnlDisconnect.Visible = true;
pnlDisconnectConfirm.Visible = false;
pnlNew.Visible = true;
pnlContent.Visible = false;
pnlScreenCast.Visible = false;
pnlAppShareSend.Visible = false;
pnlAppShareReceive.Visible = false;
Guid sessionGUID;
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.SelectIncident(incidentId);
if (dt.Rows.Count != 0)
{
sessionGUID = dt[0].incident_guid;
string facilityName = dt[0].facility_name;
string agentName = dt[0].agent_full_name;
lblAgentName.Text = agentName;
//----------------------------------------------------------------------------
String conferenceName = sessionGUID.ToString();
ConferenceStartupParameters parameters1 = ConferenceHelper.GetParametersForTransmitter(conferenceName, facilityName);
ConferenceStartupParameters parameters2 = ConferenceHelper.GetParametersForReceiver(conferenceName, agentName, facilityName);
this.parameters = ConferenceHelper.GetParametersForScreenCast(conferenceName, facilityName, false);
Session[Utility.ConferenceStartupParametersSessionVariableName] = this.parameters;
parameters1.ScreenVideoWidth = 320;
parameters1.ScreenVideoHeight = 240;
string tempConferenceName = Convert.ToString(1000000 + incidentId);
//string tempConferenceName = conferenceName;
parameters1.ConferenceName = tempConferenceName;
parameters2.VideoWidth = 640;
parameters2.VideoHeight = 480;
parameters2.ScreenVideoWidth = 640; // 320;
parameters2.ScreenVideoHeight = 480; // 240;
parameters2.ConferenceName = tempConferenceName;
parameters.ConferenceName = tempConferenceName;
UpdateVideoEvents(tempConferenceName);
UpdateScreenEvents(tempConferenceName);
UpdateAudioEvents(tempConferenceName);
//this.startVideoTransmitter(parameters1); // !!!!!
//this.startVideoReceiver(parameters2);
//this.startCreenCast(this.parameters);
//--
//TextChatControl.ConfSessionId = conferenceName;
//TextChatControl.ConfSessionUser = facilityName;
ViewChatControl.ConfSessionId = conferenceName;
ViewChatControl.ConfSessionUser = facilityName;
//--
//----------------------------------------------------------------------------
startTime = DateTime.Now;
}
else
{
Response.Redirect("UcKioskConnect.aspx");
}
}
protected enumAgentStatus updateAgentStatus()
{
enumAgentStatus agentStatus = enumAgentStatus.NotDefined;
if (this.active)
{
pnlNotRegistered.Visible = false;
pnlIncomingCall.Visible = false;
pnlUnavailable.Visible = false;
pnlBusy.Visible = false;
pnlConnected.Visible = false;
pnlAvailable.Visible = false;
btnRegister.Visible = false;
btnTakeCall.Visible = false;
btnSetAvailable.Visible = false;
btnReset.Visible = false;
btnUnRegister.Visible = false;
if (agentId == 0)
{
// Not Defined
agentStatus = enumAgentStatus.NotDefined;
pnlNotRegistered.Visible = true;
ltMessage.Text = "Not registered";
btnRegister.Visible = true;
}
else
{
PoolDS.PoolDSDataTable dt = BllProxyPool.SelectPoolAgent(agentId);
if (dt.Rows.Count != 0)
{
if (dt[0].is_available)
{
if (dt[0].is_busy)
{
if (!dt[0].Isincident_idNull())
{
// Incoming Call
agentStatus = enumAgentStatus.IncomingCall;
Int32 incidentId = dt[0].incident_id;
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.SelectIncident(incidentId);
string callName = "";
if (!dtIncident[0].Isfacility_nameNull())
{
callName = dtIncident[0].facility_name;
}
else
{
if (!dtIncident[0].Iscontact_full_nameNull())
{
callName = dtIncident[0].contact_full_name;
}
else
{
callName = "UNKNOWN";
}
}
// Incident Assigned
pnlIncomingCall.Visible = true;
ltMessage.Text = "You’ve got a call : " + callName;
btnTakeCall.Visible = true;
}
else
{
// Busy
agentStatus = enumAgentStatus.Busy;
if (this.checkOnline())
{
pnlConnected.Visible = true;
pnlBusy.Visible = false;
ltMessage.Text = "Online";
}
else
{
pnlBusy.Visible = true;
pnlConnected.Visible = false;
ltMessage.Text = "Offline";
btnReset.Visible = true;
}
}
}
else
{
// Available
agentStatus = enumAgentStatus.Available;
pnlAvailable.Visible = true;
ltMessage.Text = "Available";
btnUnRegister.Visible = true;
}
}
else
{
// Off
agentStatus = enumAgentStatus.Unavailable;
if (this.checkOnline())
{
pnlConnected.Visible = true;
ltMessage.Text = "Online";
}
else
{
pnlUnavailable.Visible = true;
ltMessage.Text = "Unavailable";
btnSetAvailable.Visible = true;
}
}
}
else
{
// Not Defined
agentStatus = enumAgentStatus.NotDefined;
pnlNotRegistered.Visible = true;
ltMessage.Text = "Not registered";
btnRegister.Visible = true;
}
}
}
return(agentStatus);
}
