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);
}
protected void view_Save(object sender, EventArgs e)
{
AgentPool agentPool = (AgentPool)Application["AgentPool"];
agentPool.SetAgentBusy(agentId, false);
Response.Redirect("CallQueue.aspx");
}
protected void ucIncident_BackToList(object sender, EventArgs e)
{
Int32 agentId = ProxyHelper.GetUserAgentId(this.UserId);
AgentPool agentPool = (AgentPool)Application["AgentPool"];
agentPool.SetAgentBusy(agentId, false);
this.hideVideo();
}
protected void btnTakeCall_Click(object sender, EventArgs e)
{
Int32 incidentId = agentPool.GetAgentIncident(agentId);
agentPool.SetAgentBusy(agentId, true);
updateAgentStatus();
string path = AppHelper.GetApplicationPath("~/dirAgent/CallQueue.aspx?incidentId=" + incidentId.ToString());
Response.Redirect(path);
}