/// <summary>
/// This is the primary hander for “new” call event’s from the CIT system.
/// This event is raised by the call state manager after primary translation from the base CTI event.
/// This event is used to create a Search Request to the system search provider or do other “pre-search” handling
/// </summary>
/// <param name="sender">Call State Manager that raised this request.</param>
/// <param name="e">New Event call Arguments</param>
private void OnCallManagerStateNewCall(object sender, NewCallEventArgs e)
{
// This is how to determin if the current session has a call
if (((AgentDesktopSession)localSessionManager.ActiveSession).CtiCallRefId != Guid.Empty)
{
// I have a call.
// Do some alert or compenstation logic here.
// maybe return ;
}
// Form a request to the customer provider to launch a customer lookup with CTI data..
CtiLookupRequest lookupRequest = new CtiLookupRequest(
e.CallInfo.GetCtiCallRefId, // Internal UII Call ID
this.ApplicationName, // Application Name that is raising the Lookup Request.
e.CallInfo.CallType, // Type of call
e.CallInfo.Ani, // Number that called me.
e.CallInfo.Dnis); // Number that they called.
//If you would like to add in custom properties that can be access by the search provider, use this construct
// lookupRequest.AddLookupRequestItem("CUSTOMERID", GetParamFromCallState(e.UiiRefCallID, "custID"));
// Now Serilize the Request and send it to the UII enviroment.
string sData = GeneralFunctions.Serialize <CtiLookupRequest>(lookupRequest);
// This is a custom implemented action sender that uses a threaded approach to send this request.
// It is very important that you do this in a threaded manner because actions are blocking and
// can slow down response to the Cti system.
SendCommandParams cmd = new SendCommandParams("*", CtiLookupRequest.CTILOOKUPACTIONNAME, sData);
new Thread(new ParameterizedThreadStart(SendAction)).Start(cmd);
}
/// <summary>
/// The Worker Thread.
/// </summary>
/// <param name="obj">The object.</param>
private void RequestWorker(object obj)
{
while (true)
{
// Get request data
HttpListenerContext httpContext = this.crmListener.GetContext();
string rawdata = "";
using (StreamReader sr = new StreamReader(httpContext.Request.InputStream))
{
rawdata = sr.ReadToEnd();
}
// Get Query parameters
Dictionary <string, string> qParams = new Dictionary <string, string>();
List <LookupRequestItem> itemsList = new List <LookupRequestItem>();
NameValueCollection nvpQuery = HttpUtility.ParseQueryString(rawdata);
nvpQuery.Add(httpContext.Request.QueryString);
foreach (string s in nvpQuery.Keys)
{
qParams.Add(s, nvpQuery[s]);
itemsList.Add(new LookupRequestItem(s, nvpQuery[s]));
}
// Process the request
try
{
if (qParams["eventname"] != null || qParams["eventname"] != "")
{
switch (qParams["eventname"])
{
case "ScreenPop":
Dispatcher.Invoke(() =>
{
CtiLookupRequest data = new CtiLookupRequest(Guid.NewGuid(), base.ApplicationName, qParams["calltype"], qParams["ani"], qParams["dnis"]);
data.Items.AddRange(itemsList);
base.FireRequestAction(new RequestActionEventArgs("*", CtiLookupRequest.CTILOOKUPACTIONNAME, GeneralFunctions.Serialize <CtiLookupRequest>(data)));
SendResponse(httpContext, "");
}
);
continue;
default:
if (qParams.ContainsKey("askresponse") && qParams["askresponse"].ToLower() == "true")
{
lock (eventDataReturn)
{
eventDataReturn.Add(qParams["eventname"], new HttpReturnContext(qParams["eventname"], httpContext, responseTimeout));
}
Dispatcher.Invoke(() =>
{
base.FireEvent(qParams["eventname"], qParams);
});
continue;
}
Dispatcher.Invoke(() =>
{
base.FireEvent(qParams["eventname"], qParams);
});
break;
}
}
}
catch
{
// TODO: implement error logging
}
SendResponse(httpContext, "");
}
}
//The generic listener will listen on this method when a url is hit. You can write or handle your custom
//logic from this code. When a screen pop happens from the CTI clients (finesse, InContact etc.), this
//method is triggered.
private void RequestWorker(object obj)
{
while (true)
{
HttpListenerContext context = crmListener.GetContext();
string query = "";
using (StreamReader streamReader = new StreamReader(context.Request.InputStream))
{
query = streamReader.ReadToEnd();
}
string ani = string.Empty;
string dnis = string.Empty;
string callType = string.Empty;
string direction = string.Empty;
List <LookupRequestItem> list = new List <LookupRequestItem>();
NameValueCollection nameValueCollection = HttpUtility.ParseQueryString(query);
nameValueCollection.Add(context.Request.QueryString);
string[] allKeys = nameValueCollection.AllKeys;
foreach (string text in allKeys)
{
if (!string.IsNullOrEmpty(text))
{
switch (text.ToLower())
{
case "ani":
ani = nameValueCollection[text];
//Custom Code - to remove the incoming phone number prefix "91" from the CISCO Finesse
//if (ani.Length.Equals(12) && ani.Substring(0, 2).Equals("91"))
if (ani.Substring(0, 2).Equals("91"))
{
ani = ani.Substring(2);
Case incident = new Case();
//We will pass the IncidentId and the CaseTitle to the CTI replacement parameters.
//We can then use these replacement parameters within USD to perform different operations
//like opening a case record and creating/opening a new phone call record.
Entity entityCase = incident.GetCase(ani);
if (entityCase != null)
{
string IncidentId = Convert.ToString(entityCase.Id);
list.Add(new LookupRequestItem("IncidentId", IncidentId));
if (entityCase.Contains("title"))
{
string caseTitle = Convert.ToString(entityCase.Attributes["title"]);
list.Add(new LookupRequestItem("CaseTitle", caseTitle));
}
}
}
//
break;
case "dnis":
dnis = nameValueCollection[text];
break;
case "type":
callType = nameValueCollection[text];
break;
case "direction":
direction = nameValueCollection[text];
break;
default:
list.Add(new LookupRequestItem(text, nameValueCollection[text]));
break;
}
}
}
try
{
if (direction.Equals("outgoing"))
{
}
else
{
using (StreamWriter streamWriter = new StreamWriter(context.Response.OutputStream))
{
context.Response.AddHeader("cache-control", "no-cache");
context.Response.AddHeader("pragma", "no-cache");
context.Response.AddHeader("expires", "0");
context.Response.AddHeader("expiresabsolute", "-1");
streamWriter.WriteLine("<html><head></head></html>");
streamWriter.Close();
}
CtiLookupRequest ctiLookupRequest = new CtiLookupRequest(Guid.NewGuid(), base.ApplicationName, callType, ani, dnis);
ctiLookupRequest.Items.AddRange(list);
FireRequestAction(new RequestActionEventArgs("*", CtiLookupRequest.CTILOOKUPACTIONNAME, GeneralFunctions.Serialize(ctiLookupRequest)));
}
}
catch
{
}
try
{
//CtiLookupRequest ctiLookupRequest = new CtiLookupRequest(Guid.NewGuid(), base.ApplicationName, callType, ani, dnis);
//ctiLookupRequest.Items.AddRange(list);
//FireRequestAction(new RequestActionEventArgs("*", CtiLookupRequest.CTILOOKUPACTIONNAME, GeneralFunctions.Serialize(ctiLookupRequest)));
}
catch
{
}
}
}
