public static InboundChatInvite GetInstance()
{
if (InviteObject == null)
{
InviteObject = new InboundChatInvite();
}
return(InviteObject);
}
/// <summary>
/// Gets Updated Disposition Code Change
/// </summary>
/// <param name="ixnId"></param>
/// <param name="key"></param>
/// <param name="code"></param>
public void UpdateDispositionCodeChange(string ixnId, string key, string code)
{
try
{
logger.Info("Updating activity log");
if (ChatIXNCollection.ContainsKey(ixnId))
{
if (key.Contains("."))
{
key = key.Substring(key.LastIndexOf("."));
}
EventInvite updateData = ChatIXNCollection[ixnId];
if (updateData != null)
{
if (updateData.Interaction.InteractionUserData.ContainsKey(key))
{
updateData.Interaction.InteractionUserData[key] = code;
}
else
{
updateData.Interaction.InteractionUserData.Add(key, code);
}
if (CallDurationData.ContainsKey(updateData.Interaction.InteractionId))
{
TimeSpan ts = System.DateTime.Now.Subtract(CallDurationData[updateData.Interaction.InteractionId]);
callDuration = ts.Hours + "Hr " + ts.Minutes + " mins " + ts.Seconds + "secs";
}
InboundChatInvite.GetInstance().UpdateRecords(eventInvite, SFDCCallType.InboundChat, callDuration, GetChatInteractionContent(updateData.Interaction.InteractionId).Replace('&', ' '));
}
}
}
catch (Exception generalException)
{
this.logger.Error("UpdateDispositionCodeChange : Error at updating disposition code Changed : " + generalException.ToString());
}
}
/// <summary>
/// Receives Chat Events
/// </summary>
/// <param name="events"></param>
public void ReceiveChatEvents(IMessage events)
{
try
{
if (Settings.SFDCOptions.SFDCPopupPages != null)
{
if (events != null)
{
logger.Info("Agent Chat Event : " + events.Name);
switch (events.Id)
{
case EventInvite.MessageId:
eventInvite = (EventInvite)events;
if (eventInvite.Interaction.InteractionType == "Inbound")
{
if (eventInvite.VisibilityMode.ToString() != "Coach" && eventInvite.VisibilityMode.ToString() != "Conference")
{
IsConsultReceived = false;
InboundChatInvite.GetInstance().PopupRecords(eventInvite, SFDCCallType.InboundChat);
}
else
{
IsConsultReceived = true;
InboundChatInvite.GetInstance().PopupRecords(eventInvite, SFDCCallType.ConsultChatReceived);
}
}
else if (eventInvite.Interaction.InteractionType == "Consult")
{
IsConsultReceived = true;
InboundChatInvite.GetInstance().PopupRecords(eventInvite, SFDCCallType.ConsultChatReceived);
}
break;
case EventSessionInfo.MessageId:
sessionInfo = (EventSessionInfo)events;
try
{
if (LastSessionId != eventInvite.Interaction.InteractionId)
{
LastSessionId = eventInvite.Interaction.InteractionId;
if (!ChatIXNCollection.ContainsKey(eventInvite.Interaction.InteractionId))
{
ChatIXNCollection.Add(eventInvite.Interaction.InteractionId, eventInvite);
}
if (!CallDurationData.ContainsKey(eventInvite.Interaction.InteractionId))
{
CallDurationData.Add(eventInvite.Interaction.InteractionId, System.DateTime.Now);
}
ChatSessionConnected.GetInstance().PopupRecords(eventInvite, SFDCCallType.InboundChat);
}
if (sessionInfo.SessionStatus == SessionStatus.Over)
{
if (CallDurationData.ContainsKey(sessionInfo.ChatTranscript.SessionId))
{
TimeSpan ts = System.DateTime.Now.Subtract(CallDurationData[sessionInfo.ChatTranscript.SessionId]);
callDuration = ts.Hours + "Hr " + ts.Minutes + " mins " + ts.Seconds + "secs";
if (!FinishedCallDuration.ContainsKey(sessionInfo.ChatTranscript.SessionId))
{
FinishedCallDuration.Add(sessionInfo.ChatTranscript.SessionId, callDuration);
}
else
{
FinishedCallDuration[sessionInfo.ChatTranscript.SessionId] = callDuration;
}
}
if (IsConsultReceived)
{
ChatSessionEnded.GetInstance().PopupRecords(eventInvite, SFDCCallType.ConsultChatReceived, callDuration, GetChatInteractionContent(sessionInfo.ChatTranscript.SessionId).Replace('&', ' '));
}
else
{
ChatSessionEnded.GetInstance().PopupRecords(eventInvite, SFDCCallType.InboundChat, callDuration, GetChatInteractionContent(sessionInfo.ChatTranscript.SessionId).Replace('&', ' '));
}
}
}
catch (Exception generalException)
{
this.logger.Error(generalException.ToString());
}
break;
default:
logger.Info("Unhandled Event " + events.Name);
break;
}
}
}
}
catch (Exception generalException)
{
logger.Error("ReceiveChatEvents : Error occured while receiving Chat events " + generalException.ToString());
}
}
