/// 获取发送msg类
/// <summary>
/// 获取发送msg类
/// </summary>
/// <param name="userevent"></param>
/// <param name="callid"></param>
/// <param name="calltype"></param>
/// <param name="date"></param>
/// <returns></returns>
public UserEventData InitUserEventData(UserEvent userevent, Calltype calltype, DateTime date, long?callid = null, string taskid = null, int?tasktype = null)
{
UserEventData ud = new UserEventData();
ud.UserEvent = userevent;
ud.CallType = calltype;
ud.CurrentDate = date;
//如果callid有值
if (callid.HasValue == true)
{
ud.CallID = callid.Value;
}
//主叫
if (CallRecordORIG == null || string.IsNullOrEmpty(CallRecordORIG.PhoneNum))
{
ud.ZhujiaoNum = HollyContactHelper.Instance.GetZhujiaoPhone();
}
else
{
ud.ZhujiaoNum = CallRecordORIG.PhoneNum;//主叫
}
//被叫
if (CallRecordORIG == null || string.IsNullOrEmpty(CallRecordORIG.ANI))
{
ud.BejiaoNum = HollyContactHelper.Instance.GetBeijiaoPhone();
}
else
{
ud.BejiaoNum = CallRecordORIG.ANI;//被叫
}
ud.UserChoice = HollyContactHelper.Instance.GetSkillGroup(); //技能组
ud.SYS_DNIS = HollyContactHelper.Instance.GetLuodiNum(); //落地号码
ud.RecordID = HollyContactHelper.Instance.GetHollyCallID(); //厂家callid
//取值
if (CallRecordORIG != null)
{
ud.IsEstablished = CallRecordORIG.EstablishedTime.HasValue;
ud.EstablishedStartTime = CallRecordORIG.EstablishedTime;
ud.RecordIDURL = CallRecordORIG.AudioURL;//录音地址
//callid 没有值，从CallRecordORIG中取
if (callid.HasValue == false)
{
ud.CallID = CallRecordORIG.CallID.HasValue ? CallRecordORIG.CallID.Value : -1;
}
}
ud.TaskID = taskid;
ud.TaskType = tasktype;
Loger.Log4Net.Info("[==BusinessProcess=] InitUserEventData " + userevent + "-" + ud.CallID + "-" + calltype + "-" + date);
return(ud);
}
/// 外呼振铃
/// <summary>
/// 外呼振铃
/// </summary>
private void CustomerOutCome_OnBelling()
{
Loger.Log4Net.Info("[事件][CustomerOutCome_OnBelling] 外呼振铃");
//初始化话务数据
DateTime date = Common.GetCurrentTime();
BusinessProcess.Instance.SetRingingTime(date);
if (BusinessProcess.OutBoundType != OutBoundTypeEnum.OT2_客户端呼出)
{
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.NetworkReached, Calltype.C2_呼出, date);
SendToWeb(ud.ToString());
}
}
/// 强转应答成功事件
/// <summary>
/// 强转应答成功事件
/// </summary>
private void CompelInCome_OnAnswer()
{
Loger.Log4Net.Info("[事件][CompelInCome_OnAnswer] 强转接通");
//初始化话务数据
DateTime date = Common.GetCurrentTime();
BusinessProcess.Instance.SetEstablishedTime(date);
//设置和用户通话时间（转入时间）
BusinessProcess.Instance.SetTransferInTime(date);
//发送消息到客户端
UserEventData ud2 = BusinessProcess.Instance.InitUserEventData(UserEvent.Established, Calltype.C1_呼入, date);
SendToWeb(ud2.ToString());
}
/// 外呼初始化
/// <summary>
/// 外呼初始化
/// </summary>
private void CustomerOutCome_OnInit()
{
Loger.Log4Net.Info("[事件][CustomerOutCome_OnInit] 外呼建立");
//初始化话务数据
DateTime date = Common.GetCurrentTime();
CurrentCallInfo.CallIDForHangupEmpty = CurrentCallInfo.CallID = Common.GetNewCallID(date);
BusinessProcess.Instance.InitCallRecordORIG(CurrentCallInfo.CallID, Calltype.C2_呼出);
BusinessProcess.Instance.SetInitiatedTime(date);
if (BusinessProcess.OutBoundType != OutBoundTypeEnum.OT2_客户端呼出)
{
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Initiated, Calltype.C2_呼出, date);
SendToWeb(ud.ToString());
}
}
/// 呼入客服接通成功
/// <summary>
/// 呼入客服接通成功
/// </summary>
private void CustomerInCome_OnAnswer()
{
Loger.Log4Net.Info("[事件][CustomerInCome_OnAnswer] 客服接通");
if (BusinessProcess.CallRecordORIG != null)
{
//初始化话务数据
DateTime date = Common.GetCurrentTime();
BusinessProcess.Instance.SetEstablishedTime(date);
//自动外呼不发接通成功消息
if (HollyContactHelper.Instance.IsAutoCall == false)
{
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Established, Calltype.C1_呼入, date);
SendToWeb(ud.ToString());
}
}
else
{
Loger.Log4Net.Info("[事件][CustomerInCome_OnAnswer] 客服接通异常：BusinessProcess.CallRecordORIG 为空");
}
}
/// 咨询振铃&转接振铃事件
/// <summary>
/// 咨询振铃&转接振铃事件
/// </summary>
private void ConsultInCome_OnBelling(string type)
{
Loger.Log4Net.Info("[事件][ConsultInCome_OnBelling] 咨询振铃");
//初始化话务数据
DateTime date = Common.GetCurrentTime();
BusinessProcess.Instance.InitCallRecordORIG(Common.GetNewCallID(date), Calltype.C3_转接);
BusinessProcess.Instance.SetInitiatedTime(date);
BusinessProcess.Instance.SetRingingTime(date);
//发送消息到web端
//发送消息到客户端
UserEventData ud1 = BusinessProcess.Instance.InitUserEventData(UserEvent.Transferred, Calltype.C1_呼入, date);
SendToWeb(ud1.ToString());
//3秒自动摘机
AfterTime = 3;
LabelTitle = type + "来电";
SetlblAgentStatusName(LabelTitle + " " + AfterTime);
timer_zhaiji.Enabled = true;
}
/// 咨询应答成功事件
/// <summary>
/// 咨询应答成功事件
/// </summary>
private void ConsultInCome_OnAnswer()
{
Loger.Log4Net.Info("[事件][ConsultInCome_OnAnswer] 咨询接通");
//初始化话务数据
DateTime date = Common.GetCurrentTime();
BusinessProcess.Instance.SetEstablishedTime(date);
//发送消息到客户端
UserEventData ud2 = BusinessProcess.Instance.InitUserEventData(UserEvent.Established, Calltype.C1_呼入, date);
SendToWeb(ud2.ToString());
Action <object> callback = new Action <object>(x =>
{
//和用户接通了
DateTime date2 = Common.GetCurrentTime();
//设置和用户通话时间（转入时间）
BusinessProcess.Instance.SetTransferInTime(date2);
});
AgentToCustomerCallBack(callback);
}
/// 外呼应答
/// <summary>
/// 外呼应答
/// </summary>
private void CustomerOutCome_OnAnswer()
{
//合力bug：外呼假失败
HollyBUGForCallOut();
Loger.Log4Net.Info("[事件][CustomerOutCome_OnAnswer] 外呼应答");
if (BusinessProcess.CallRecordORIG != null)
{
//初始化话务数据
DateTime date = Common.GetCurrentTime();
BusinessProcess.Instance.SetEstablishedTime(date);
if (BusinessProcess.OutBoundType != OutBoundTypeEnum.OT2_客户端呼出)
{
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Established, Calltype.C2_呼出, date);
SendToWeb(ud.ToString());
}
}
else
{
Loger.Log4Net.Info("[事件][CustomerOutCome_OnAnswer] 外呼应答异常：BusinessProcess.CallRecordORIG 为空");
}
}
/// 挂断通用事件
/// <summary>
/// 挂断通用事件
/// </summary>
/// <param name="releasetype"></param>
private void OnHangup(ReleaseType releasetype)
{
Loger.Log4Net.Info("[事件][OnHangup] 挂断");
//3种情况=呼入，呼出，未知
Calltype ctype = HollyContactHelper.Instance.GetCallDir();
//话后处理
if (ctype == Calltype.C2_呼出)
{
//合力bug：外呼假失败
HollyBUGForCallOut();
//呼出没有话后
Action <object> callback = new Action <object>(x =>
{
//结束话后
HollyContactHelper.Instance.AfterCallEnd();
//呼出时计算话后信息
Loger.Log4Net.Info("[==BusinessProcess=][UpdateCallRecordAfterTime] 呼出时退出话后更新话后信息");
BusinessProcess.Instance.UpdateCallRecordAfterTime();
});
ToAfterCallCallBack(callback);
}
else
{
//呼入+自动外呼 存在话后时间
//话后有时间限制
AfterTime = CommonFunction.ObjectToInteger(ConfigurationUtil.GetAppSettingValue("AfterTime"), 60);
SetlblAgentStatusName("话后 " + AfterTime);
timer_after.Enabled = true;
}
if (BusinessProcess.CallRecordORIG != null)
{
//初始化话务数据
DateTime date = Common.GetCurrentTime();
//设置挂断时间
BusinessProcess.Instance.SetReleaseTime(date, releasetype);
//数据入库
CallRecordHelper.Instance.InsertCallRecordNew(false);
if (ctype != Calltype.C2_呼出)
{
//呼入+自动外呼时，计算话后信息
//注册退出话后的事件
Action <object> callback = new Action <object>(x =>
{
Loger.Log4Net.Info("[==BusinessProcess=][UpdateCallRecordAfterTime] 呼入时退出话后更新话后信息");
BusinessProcess.Instance.UpdateCallRecordAfterTime();
});
//退出话后时触发
ExitAfterCallCallBack(callback);
}
//发送消息到客户端
if (BusinessProcess.OutBoundType != OutBoundTypeEnum.OT2_客户端呼出)
{
UserEventData ud = null;
//呼入（普通呼入，转接，拦截）
if (ctype == Calltype.C1_呼入 && HollyContactHelper.Instance.IsAutoCall == false)
{
ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Released, Calltype.C1_呼入, date);
}
//呼出（呼出，自动外呼，未知）
else
{
ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Released, Calltype.C2_呼出, date);
}
SendToWeb(ud.ToString());
}
//挂断是，数据还原初始值
BusinessProcess.OutBoundType = OutBoundTypeEnum.OT0_未知;
}
else
{
Loger.Log4Net.Info("[事件][OnHangup] 异常：BusinessProcess.CallRecordORIG 为空");
}
}
/// 用户进线
/// <summary>
/// 用户进线
/// </summary>
private void CustomerInCome_OnBelling()
{
Loger.Log4Net.Info("[事件][CustomerInCome_OnBelling] 客服振铃");
DateTime date = Common.GetCurrentTime();
//新的话务ID
NewCallID = Common.GetNewCallID(date);
CurrentCallInfo.CallIDForHangupEmpty = CurrentCallInfo.CallID = NewCallID;
CurrentCallInfo.CallNumForHangupEmpty = CurrentCallInfo.CallNum = HollyContactHelper.Instance.GetZhujiaoPhone();
LabelColor = Color.Black;
//构造数据和发送数据
CallInType callintype = GetCallInType();
// 普通呼入
if (callintype == CallInType.普通呼入)
{
//呼入
//初始化话务数据
BusinessProcess.Instance.InitCallRecordORIG(NewCallID, Calltype.C1_呼入);
BusinessProcess.Instance.SetInitiatedTime(date);
BusinessProcess.Instance.SetRingingTime(date);
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Transferred, Calltype.C1_呼入, date, NewCallID);
SendToWeb(ud.ToString());
//3秒自动摘机
AfterTime = 3;
LabelTitle = "客户来电";
//判断是否专属客户&坐席
string agentid = "";
if (HollyContactHelper.Instance.IsSpecialAgentCall(out agentid))
{
SendLogToServer(date, agentid);
LabelColor = Color.Orange;
}
}
else if (callintype == CallInType.自动呼入)
{
//自动外呼
BusinessProcess.OutBoundType = OutBoundTypeEnum.OT4_自动外呼;
//初始化话务数据
BusinessProcess.Instance.InitCallRecordORIG(NewCallID, Calltype.C2_呼出);
BusinessProcess.Instance.SetInitiatedTime(date);
BusinessProcess.Instance.SetRingingTime(date);
//呼入
string BusinessID = HollyContactHelper.Instance.GetZDBusinessID();
if (!string.IsNullOrEmpty(BusinessID))
{
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.AutoCall, Calltype.C1_呼入, date, NewCallID, BusinessID, 1);
//提前预设接通时间
ud.IsEstablished = true;
ud.EstablishedStartTime = date;
SendToWeb(ud.ToString());
}
else
{
MessageBox.Show("获取当前通话的任务ID失败，无法打开任务处理页面！");
//当前没有通话页面，无法发送页面事件
CurrentOutBoundTabPageName = "";
Loger.Log4Net.Info("[事件][CustomerInCome_OnBelling] 获取当前通话的任务ID失败，无法打开任务处理页面！");
}
//1秒自动摘机
AfterTime = 1;
LabelTitle = "外呼来电";
}
else if (callintype == CallInType.监控呼入)
{
//初始化话务数据
BusinessProcess.Instance.InitCallRecordORIG(NewCallID, Calltype.C4_拦截);
BusinessProcess.Instance.SetInitiatedTime(date);
BusinessProcess.Instance.SetRingingTime(date);
if (Main_ConMonitor_Calltype == Calltype.C1_呼入)
{
//发送消息到客户端
UserEventData ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Transferred, Calltype.C1_呼入, date, NewCallID);
SendToWeb(ud.ToString());
}
//自动摘机
AfterTime = 1;
LabelTitle = "接管来电";
}
//清空
NewCallID = -1;
//自动摘机
SetlblAgentStatusName(LabelTitle + " " + AfterTime, LabelColor);
timer_zhaiji.Enabled = true;
}