public void NotifyVoiceDispositionCode(Genesyslab.Platform.Commons.Protocols.IMessage message)
{
if (sfdcAdapter != null)
{
sfdcAdapter.DispositionCodeChanged(message);
}
}
public void NotifyEventMessage(MediaTypes mediaType, Genesyslab.Platform.Commons.Protocols.IMessage eventMessage)
{
switch (mediaType)
{
case MediaTypes.Voice:
Genesyslab.Platform.Voice.Protocols.TServer.Events.EventUserEvent userEvent = (Genesyslab.Platform.Voice.Protocols.TServer.Events.EventUserEvent)eventMessage;
if (userEvent.UserData != null)
{
Application.Current.Dispatcher.Invoke((System.Action)(delegate
{
outboundHandler.NotifyEventIMessage(userEvent.UserData);
}));
}
break;
case MediaTypes.Interaction:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventUserEvent eventUserEvent = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventUserEvent)eventMessage;
if (eventUserEvent.PsEventContent != null)
{
Application.Current.Dispatcher.Invoke((System.Action)(delegate
{
outboundHandler.NotifyEventIMessage(eventUserEvent.PsEventContent);
}));
}
break;
}
}
public void NotifyInteractionEvents(Genesyslab.Platform.Commons.Protocols.IMessage message)
{
if (sfdcAdapter != null)
{
sfdcAdapter.InteactionEvents(message);
}
}
/// <summary>
/// Leaves the interaction from conference.
/// </summary>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <param name="agentID">The agent identifier.</param>
/// <param name="_chatClosingProtocol">The _chat closing protocol.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues LeaveInteractionFromConference(string interactionID, int proxyID, string agentID)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestLeaveInteraction requestLeaveInteraction = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestLeaveInteraction.Create();
requestLeaveInteraction.InteractionId = interactionID;
requestLeaveInteraction.ProxyClientId = proxyID;
requestLeaveInteraction.Reason = null;
//ReasonInfo reasonInfo = ReasonInfo.Create();
//reasonInfo.ReasonDescription = agentID.ToString() + " Leaving from the Conference";
//requestLeaveInteraction.Reason = reasonInfo;
requestLeaveInteraction.Extension = null;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage response = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestLeaveInteraction);
if (response != null)
{
switch (response.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
logger.Info("------------LeaveInteractionFromConference-------------");
logger.Info("InteractionId :" + interactionID);
logger.Info("ProxyClientId :" + proxyID);
logger.Info("AgentId :" + agentID);
logger.Info("-------------------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Leave Interaction From Conference Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
logger.Trace(response.ToString());
output.MessageCode = "2001";
output.Message = "Don't Leave Interaction From Conference Successful";
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Don't Leave Interaction From Conference Successful";
}
}
else
{
logger.Warn("LeaveInteractionFromConference() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Leave Interaction From Conference request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public static Pointel.Interactions.Chat.Core.General.OutputValues ResumeInteraction(int proxyID, string sessionID, KeyValueCollection extensions, ReasonInfo reason)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestResume requestResume = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestResume.Create();
requestResume.InteractionId = sessionID;
requestResume.ProxyClientId = proxyID;
requestResume.Extension = extensions;
requestResume.Reason = reason;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestResume);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
logger.Info("------------RequestResume-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("--------------------------------------");
logger.Info(requestResume.ToString());
output.MessageCode = "200";
output.Message = "Interaction Resume Successful.";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = "ResumeInteraction() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Media Resume Interaction UnSuccessful";
}
}
else
{
logger.Warn("ResumeInteraction() : IXN Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Resume Interaction request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
public static Genesyslab.Platform.Commons.Protocols.IMessage UpdateInteraction(string interactionID, int owerId, string comment, KeyValueCollection userData, int status, string dtEndDate = null)
{
Genesyslab.Platform.Commons.Protocols.IMessage result = null;
if (Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections.ContainsKey(Plugins.Contact))
{
result = ((IContactPlugin)Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections[Pointel.Interactions.IPlugins.Plugins.Contact]).UpdateInteraction(interactionID, owerId, comment, userData, status, dtEndDate);
}
return(result);
}
/// <summary>
/// Changes the properties.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="proxyId">The proxy identifier.</param>
/// <param name="dispositionNotes">The disposition notes.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues ChangeProperties(string interactionId, int proxyId, Genesyslab.Platform.Commons.Collections.KeyValueCollection addedProperties, Genesyslab.Platform.Commons.Collections.KeyValueCollection changedProperties)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties requestChangeProperties = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties.Create();
try
{
requestChangeProperties.InteractionId = interactionId;
requestChangeProperties.ProxyClientId = proxyId;
if (changedProperties != null)
{
requestChangeProperties.ChangedProperties = changedProperties;
}
if (addedProperties != null)
{
requestChangeProperties.AddedProperties = addedProperties;
}
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage response = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestChangeProperties);
if (response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventPropertiesChanged.MessageId || response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId)
{
logger.Info("------------RequestChangeProperties-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info(" RequestChangeProperties : response :" + response.ToString());
logger.Info("-------------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Change Properties Successful";
}
else
{
output.MessageCode = "2001";
output.Message = "Don't Change Properties Successful";
}
}
else
{
logger.Warn("ChangeProperties() : Interaction Server Protocol is Null..");
}
}
catch (Genesyslab.Platform.Commons.Protocols.ProtocolException protocolException)
{
logger.Error("Error occurred while change properties request " + protocolException.ToString());
output.MessageCode = "2001";
output.Message = protocolException.Message;
}
catch (Exception generalException)
{
logger.Error("Error occurred while change properties request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Requests the get contact attribute.
/// </summary>
/// <param name="contactId">The contact identifier.</param>
/// <param name="retrievelist">The retrievelist.</param>
/// <returns>EventGetAttributes.</returns>
public static EventGetAttributes RequestGetContactAttribute(string contactId, List <string> retrievelist)
{
if (Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections.ContainsKey(Plugins.Contact))
{
Genesyslab.Platform.Commons.Protocols.IMessage result = ((IContactPlugin)Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections[Pointel.Interactions.IPlugins.Plugins.Contact]).GetAllAttributes(contactId, retrievelist);
if (result.Id == EventGetAttributes.MessageId)
{
return(result as EventGetAttributes);
}
}
return(null);
}
/// <summary>
/// Requests the content of the interaction.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="isNeedAttachment">if set to <c>true</c> [is need attachment].</param>
/// <returns>EventGetInteractionContent.</returns>
public static EventGetInteractionContent RequestInteractionContent(string interactionId, bool isNeedAttachment)
{
if (Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections.ContainsKey(Plugins.Contact))
{
Genesyslab.Platform.Commons.Protocols.IMessage result = ((IContactPlugin)Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections[Pointel.Interactions.IPlugins.Plugins.Contact]).GetInteractionContent(interactionId, false);
if (result.Id == EventGetInteractionContent.MessageId)
{
return(result as EventGetInteractionContent);
}
}
return(null);
}
public static Genesyslab.Platform.Commons.Protocols.IMessage InitiateTransferResponse(string pOtherDN, string location, Genesyslab.Platform.Commons.Collections.KeyValueCollection userData)
{
var logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Genesyslab.Platform.Commons.Protocols.IMessage response = null;
try
{
//Input Validation
Pointel.Softphone.Voice.Core.Exceptions.CheckException.CheckDialValues(pOtherDN);
var requestInitiateTransfer = Genesyslab.Platform.Voice.Protocols.TServer.Requests.Party.RequestInitiateTransfer.Create();
//Below condition added to decide which DN going to control the call
//05-14-2013 Palaniappan
requestInitiateTransfer.ThisDN = (Settings.GetInstance().CallControl == "both" ? Settings.GetInstance().ActiveDN : (Settings.GetInstance().CallControl == "acd" ?
Settings.GetInstance().ACDPosition : Settings.GetInstance().ExtensionDN));
//End
var connId = new Genesyslab.Platform.Voice.Protocols.ConnectionId(Settings.GetInstance().ConnectionID);
requestInitiateTransfer.ConnID = connId;
requestInitiateTransfer.OtherDN = pOtherDN;
if (!string.IsNullOrEmpty(location))
{
requestInitiateTransfer.Location = location;
}
if (userData != null && userData.Count > 0)
{
requestInitiateTransfer.UserData = userData;
}
//Code Added - V.Palaniappan
//28.10.2013
if (requestInitiateTransfer.ThisDN != pOtherDN)
{
response = Settings.GetInstance().VoiceProtocol.Request(requestInitiateTransfer);
}
//End
logger.Info("---------------InitiateTransfer------------------");
//Below condition added to decide which DN going to control the call
//05-14-2013 Palaniappan
logger.Info("ThisDN:" + (Settings.GetInstance().CallControl == "both" ? Settings.GetInstance().ActiveDN : (Settings.GetInstance().CallControl == "acd" ?
Settings.GetInstance().ACDPosition : Settings.GetInstance().ExtensionDN)));
//End
logger.Info("ConnectionID:" + connId);
logger.Info("OtherDN:" + pOtherDN);
logger.Info("Location :" + location);
logger.Info("--------------------------------------------");
}
catch (System.Exception commonException)
{
logger.Error("Error occurred while Initiate Transfer call " + commonException.ToString());
}
return(response);
}
/// <summary>
/// Deletes the case information.
/// </summary>
/// <param name="interactionid">The interactionid.</param>
/// <param name="keyvalues">The keyvalues.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues DeleteCaseInformation(string interactionId, int proxyClientID, Genesyslab.Platform.Commons.Collections.KeyValueCollection keyvalues)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties deletedProperties = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties.Create();
deletedProperties.InteractionId = interactionId;
deletedProperties.ProxyClientId = proxyClientID;
if (keyvalues != null)
{
deletedProperties.DeletedProperties = keyvalues;
}
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage response = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(deletedProperties);
if (response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventPropertiesChanged.MessageId || response.Id == Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId)
{
logger.Info("------------DeleteCaseInformation-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyClientID);
logger.Info("KVC : " + keyvalues.ToString());
logger.Info("AddCaseInformation : response :" + response.ToString());
logger.Info("---------------------------------------------");
logger.Trace(response.ToString());
output.MessageCode = "200";
output.Message = "Delete Case Information Successful";
}
else
{
logger.Trace(response.ToString());
output.MessageCode = "2001";
output.Message = "Add Properties UnSuccessful";
}
}
else
{
logger.Warn("AddCaseInformation() : Interaction Server Protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while doing Add Case Information:" + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Joins the consult chat session.
/// </summary>
/// <param name="sessionID">The session unique identifier.</param>
/// <param name="subject">The subject.</param>
/// <param name="message">The message.</param>
/// <param name="userData">The user data.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues JoinConsultChatSession(string sessionID, string subject, string message, Genesyslab.Platform.Commons.Collections.KeyValueCollection userData)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.WebMedia.Protocols.BasicChat.Requests.RequestJoin requestJoinChat = Genesyslab.Platform.WebMedia.Protocols.BasicChat.Requests.RequestJoin.Create();
Genesyslab.Platform.WebMedia.Protocols.BasicChat.MessageText newMessageText = Genesyslab.Platform.WebMedia.Protocols.BasicChat.MessageText.Create();
newMessageText.Text = message;
requestJoinChat.MessageText = newMessageText;
requestJoinChat.SessionId = sessionID;
requestJoinChat.UserData = userData;
requestJoinChat.Visibility = Genesyslab.Platform.WebMedia.Protocols.BasicChat.Visibility.Int;
requestJoinChat.Subject = subject;
if (Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage iMessage = Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol.Request(requestJoinChat);
if (iMessage != null)
{
logger.Info("------------JoinConsultChatSession-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("subject :" + subject);
logger.Info("MessageText:" + message);
logger.Info("----------------------------------------");
logger.Trace(iMessage.ToString());
output.RequestJoinIMessage = iMessage;
output.MessageCode = "200";
output.Message = "Join Consult Chat Session Successful";
}
else
{
logger.Warn("JoinConsultChatSession() : IMessage is Null..");
}
}
else
{
logger.Warn("JoinConsultChatSession() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Join the consult chat session request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Adds the attach document.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="filePath">The file path.</param>
/// <returns>Genesyslab.Platform.Commons.Protocols.IMessage.</returns>
public static Genesyslab.Platform.Commons.Protocols.IMessage AddAttachDocument(string interactionId, string filePath, bool isDocID = false)
{
if (Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections.ContainsKey(Plugins.Contact))
{
Genesyslab.Platform.Commons.Protocols.IMessage result = null;
if (!isDocID)
{
result = ((IContactPlugin)Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections[Pointel.Interactions.IPlugins.Plugins.Contact]).AddAttachmentDocument(interactionId, filePath);
}
else
{
result = ((IContactPlugin)Pointel.Interactions.IPlugins.PluginCollection.GetInstance().PluginCollections[Pointel.Interactions.IPlugins.Plugins.Contact]).AddAttachmentDocument(interactionId, filePath, true);
}
return(result);
}
return(null);
}
public static Genesyslab.Platform.Commons.Protocols.IMessage RequestRegisterDN(string dnNumber)
{
var logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
try
{
//Input Validation
Pointel.Softphone.Voice.Core.Exceptions.CheckException.CheckDialValues(dnNumber);
var requestRegisterAddress = Genesyslab.Platform.Voice.Protocols.TServer.Requests.Dn.RequestRegisterAddress.Create(dnNumber, Genesyslab.Platform.Voice.Protocols.TServer.RegisterMode.ModeShare, Genesyslab.Platform.Voice.Protocols.TServer.ControlMode.RegisterDefault, Genesyslab.Platform.Voice.Protocols.TServer.AddressType.DN);
Genesyslab.Platform.Commons.Protocols.IMessage message = Settings.GetInstance().VoiceProtocol.Request(requestRegisterAddress);
return(message);
}
catch (System.Exception commonException)
{
logger.Error("Error occurred while registering " + dnNumber + " : " + commonException.ToString());
return(null);
}
}
/// <summary>
/// Accepts the chat interaction.
/// </summary>
/// <param name="ticketID">The ticket identifier.</param>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues AcceptChatInteraction(int ticketID, string interactionID, int proxyID)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionDelivery.RequestAccept requestAccept = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionDelivery.RequestAccept.Create();
requestAccept.TicketId = ticketID;
requestAccept.InteractionId = interactionID;
requestAccept.ProxyClientId = Convert.ToInt32(proxyID);
//added 27-02-2015
requestAccept.InitialInFocusState = true;
//end
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestAccept);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck eventAck = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck)message;
logger.Info("------------Accepted Chat Interaction-------------");
logger.Info("TicketID :" + ticketID);
logger.Info("InteractionID :" + interactionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("----------------------------------------------");
logger.Trace(eventAck.ToString());
output.MessageCode = "200";
output.Message = "Accept Chat Interaction Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
logger.Info("------------Error on Chat Interaction-------------");
logger.Info("TicketID :" + ticketID);
logger.Info("InteractionID :" + interactionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("----------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = Convert.ToString(eventError.ErrorDescription);
logger.Error("Error occurred while accepting the interaction : " + Convert.ToString(eventError.ErrorDescription));
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Media Agent Not Ready UnSuccessful";
}
}
else
{
logger.Warn("AcceptChatInteraction() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Accept the chat request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Notifies the email interaction.
/// </summary>
/// <param name="message">The message.</param>
public void NotifyEmailInteraction(Genesyslab.Platform.Commons.Protocols.IMessage message)
{
try
{
switch (message.Id)
{
case EventInvite.MessageId:
// Newly Added
// Start
CheckAutoAnswer(message as EventInvite);
// Stop
//Old Code
// Start
// EventInvite eventInvite = message as EventInvite;
//if (ConfigContainer.Instance().AllKeys.Contains("email.enable.auto-answer")
// && ((string)ConfigContainer.Instance().GetValue("email.enable.auto-answer")).ToLower().Equals("true"))
//{
// //EmailNotifier.needPerformAccept = true;
// _taskbarNotifier.eventInvite = eventInvite;
// _taskbarNotifier.ReadContactName();
// _taskbarNotifier.DoEmailAccept();
//}
//else
// ShowEmailNotifier(eventInvite);
// Stop
break;
case EventRevoked.MessageId:
EventRevoked eventRevoked = message as EventRevoked;
if (_taskbarNotifier != null)
{
_taskbarNotifier.BindInfo(eventRevoked);
}
break;
case EventAck.MessageId:
EventAck eventAck = message as EventAck;
break;
case EventPulledInteractions.MessageId:
EventPulledInteractions puledIteraction = message as EventPulledInteractions;
if (puledIteraction.Interactions != null && puledIteraction.Interactions.Count > 0)
{
string[] keys = puledIteraction.Interactions.AllKeys;
var _interactionID = keys[0];
if (_interactionID != null)
{
EmailMainWindow mailWindow = new EmailMainWindow(puledIteraction);
mailWindow.Show();
}
}
break;
}
}
catch (Exception exception)
{
logger.Error("NotifyEmailInteraction" + exception.ToString());
}
}
/// <summary>
/// Rejects the chat interaction.
/// </summary>
/// <param name="ticketID">The ticket identifier.</param>
/// <param name="interactionID">The interaction identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues RejectChatInteraction(int ticketID, string interactionID, int proxyID, Genesyslab.Platform.Commons.Collections.KeyValueCollection data)
{
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionDelivery.RequestReject requestReject = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionDelivery.RequestReject.Create();
requestReject.TicketId = ticketID;
requestReject.InteractionId = interactionID;
requestReject.ProxyClientId = proxyID;
requestReject.Extension = data;
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.ReasonInfo reasonInfo = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.ReasonInfo.Create();
reasonInfo.ReasonDescription = "Agent has reject this interaction";
requestReject.Reason = reasonInfo;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestReject);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck eventInteractionReject = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck)message;
logger.Info("------------RejectChatInteraction-------------");
logger.Info("InteractionId :" + interactionID);
logger.Info("ProxyClientId :" + proxyID);
logger.Info("---------------------------------------------");
logger.Trace(eventInteractionReject.ToString());
output.MessageCode = "200";
output.Message = "Reject Chat Interaction Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = "RejectChatInteraction() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Media Agent Reject Interaction UnSuccessful";
}
}
else
{
logger.Warn("RejectChatInteraction() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Reject Chat Interaction request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Transfers the chat session.
/// </summary>
/// <param name="interactionId">The interaction identifier.</param>
/// <param name="agentId">The agent identifier.</param>
/// <param name="placeId">The place identifier.</param>
/// <param name="proxyId">The proxy identifier.</param>
/// <param name="queueName">Name of the queue.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues TransferChatSession(string interactionId, string agentId, string placeId, int proxyId, string queueName, Genesyslab.Platform.Commons.Collections.KeyValueCollection userData)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
if (!string.IsNullOrEmpty(placeId) && !string.IsNullOrEmpty(agentId))
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestTransfer requestTransfer = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestTransfer.Create();
requestTransfer.Extension = userData;
requestTransfer.InteractionId = interactionId;
requestTransfer.ProxyClientId = proxyId;
requestTransfer.PlaceId = placeId;
requestTransfer.AgentId = agentId;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestTransfer);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck eventack = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck)message;
logger.Info("------------TransferChatSession-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info("AgentId :" + agentId);
logger.Info("PlaceId :" + placeId);
logger.Info("--------------------------------------------");
logger.Trace(eventack.ToString());
output.MessageCode = "200";
output.Message = "Transfer Chat Session Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Info("------------TransferChatSession-------------");
logger.Error(LoginErrorCode + ":" + LoginErrorDescription);
logger.Info("--------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = LoginErrorDescription;
break;
}
}
}
else
{
logger.Warn("TransferChatSession() : Interaction Server protocol is Null..");
}
}
else if (!string.IsNullOrEmpty(queueName))
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties requestChangeProperties = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestChangeProperties.Create();
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestPlaceInQueue requestPlaceInQueue = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestPlaceInQueue.Create();
Genesyslab.Platform.Commons.Collections.KeyValueCollection attachData = new Genesyslab.Platform.Commons.Collections.KeyValueCollection();
attachData.Add("ChatSkills", queueName);
requestChangeProperties.ChangedProperties = attachData;
requestChangeProperties.InteractionId = interactionId;
requestChangeProperties.ProxyClientId = proxyId;
requestPlaceInQueue.InteractionId = interactionId;
requestPlaceInQueue.Queue = queueName;
requestPlaceInQueue.ProxyClientId = proxyId;
requestPlaceInQueue.AddedProperties = attachData;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestPlaceInQueue);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck eventAck = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck)message;
logger.Info("------------Chat Transfer Interaction By Queue-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info("QueueName :" + queueName);
logger.Info("----------------------------------------------------------");
logger.Trace(eventAck.ToString());
output.MessageCode = "200";
output.Message = "Chat Transfer interaction Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
logger.Info("------------Error on Chat Transfer Interaction By Queue-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info("QueueName :" + queueName);
logger.Info("-------------------------------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = Convert.ToString(eventError.ErrorDescription);
logger.Error("Error occurred while chat transferring interaction : " + Convert.ToString(eventError.ErrorDescription));
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Transfer Interaction UnSuccessful";
}
logger.Info("------------TransferChatSession-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info("QueueName :" + queueName);
logger.Info("--------------------------------------------");
logger.Info(requestChangeProperties.ToString());
logger.Info(requestPlaceInQueue.ToString());
}
else
{
logger.Warn("TransferChatSession() : Interaction Server protocol is Null..");
}
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Transfer Chat Session request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Consults the chat session.
/// </summary>
/// <param name="interactionId">The interaction unique identifier.</param>
/// <param name="agentID">The agent unique identifier.</param>
/// <param name="placeId">The place unique identifier.</param>
/// <param name="proxyId">The proxy unique identifier.</param>
/// <param name="userData">The user data.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues ConsultChatSession(string interactionId, string agentID, string placeId, int proxyId, Genesyslab.Platform.Commons.Collections.KeyValueCollection userData)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
try
{
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestConference requestConference = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestConference.Create();
requestConference.PlaceId = placeId;
requestConference.AgentId = agentID;
requestConference.InteractionId = interactionId;
requestConference.ProxyClientId = proxyId;
requestConference.Extension = userData;
requestConference.Extension.Add("ConsultUserData", "separate");
requestConference.VisibilityMode = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.VisibilityMode.Coach;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Genesyslab.Platform.Commons.Protocols.IMessage message = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestConference);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck eventack = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck)message;
logger.Info("------------ConsultChatSession-------------");
logger.Info("InteractionId :" + interactionId);
logger.Info("ProxyClientId :" + proxyId);
logger.Info("AgentId :" + agentID);
logger.Info("PlaceId :" + placeId);
logger.Info("--------------------------------------------");
logger.Trace(eventack.ToString());
output.MessageCode = "200";
output.Message = "Consult Chat Session Successful";
break;
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError.MessageId:
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError eventError = (Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventError)message;
string LoginErrorCode = Convert.ToString(eventError.ErrorCode);
string LoginErrorDescription = Convert.ToString(eventError.ErrorDescription);
logger.Info("------------ConsultChatSession-------------");
logger.Error(LoginErrorCode + ":" + LoginErrorDescription);
logger.Info("--------------------------------------------");
logger.Trace(eventError.ToString());
output.MessageCode = "2001";
output.Message = LoginErrorDescription;
break;
}
}
}
else
{
logger.Warn("ConferenceChatSession() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Conference Chat Session request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
/// <summary>
/// Releases the chat interaction.
/// </summary>
/// <param name="sessionID">The session identifier.</param>
/// <param name="proxyID">The proxy identifier.</param>
/// <param name="userId">The user identifier.</param>
/// <param name="chatClosingProtocol">The chat closing protocol.</param>
/// <param name="queueName">Name of the queue.</param>
/// <returns></returns>
public static Pointel.Interactions.Chat.Core.General.OutputValues ReleaseChatInteraction(string sessionID, int proxyID, string userId, string queueName)
{
Pointel.Logger.Core.ILog logger = Pointel.Logger.Core.LogManager.GetLogger(System.Reflection.MethodBase.GetCurrentMethod().DeclaringType, "AID");
Pointel.Interactions.Chat.Core.General.OutputValues output = Pointel.Interactions.Chat.Core.General.OutputValues.GetInstance();
Genesyslab.Platform.Commons.Protocols.IMessage requestPlaceInQueueMsg = null;
try
{
Genesyslab.Platform.WebMedia.Protocols.BasicChat.Requests.RequestReleaseParty requestReleaseParty = Genesyslab.Platform.WebMedia.Protocols.BasicChat.Requests.RequestReleaseParty.Create();
requestReleaseParty.AfterAction = Genesyslab.Platform.WebMedia.Protocols.BasicChat.Action.ForceClose;
requestReleaseParty.SessionId = sessionID;
if (Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
Pointel.Interactions.Chat.Core.Util.Settings.ChatProtocol.Send(requestReleaseParty);
logger.Info("------------ReleaseChatInteraction-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("UserID :" + userId);
logger.Info("-----------------------------------------------------");
logger.Info(requestReleaseParty.ToString());
output.MessageCode = "200";
output.Message = "Release Force Party ChatSession Successful";
}
Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestPlaceInQueue requestPlaceInQueue = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestPlaceInQueue.Create();
requestPlaceInQueue.InteractionId = sessionID;
requestPlaceInQueue.ProxyClientId = proxyID;
requestPlaceInQueue.Queue = queueName;
if (Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol != null && Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.State == Genesyslab.Platform.Commons.Protocols.ChannelState.Opened)
{
requestPlaceInQueueMsg = Pointel.Interactions.Chat.Core.Util.Settings.IxnServerProtocol.Request(requestPlaceInQueue);
if (requestPlaceInQueueMsg != null)
{
switch (requestPlaceInQueueMsg.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
// chatClosingProtocol.Close();
break;
}
logger.Info("------------ReleaseChatInteraction-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("UserID :" + userId);
logger.Info("------------------------------------------------");
logger.Info(requestReleaseParty.ToString());
output.MessageCode = "200";
output.Message = "Release Chat Interaction Successful";
}
else
{
output.MessageCode = "2001";
output.Message = "Don't Release Chat Interaction Successful";
}
}
else
{
logger.Warn("ReleaseChatInteraction() : Interaction Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Release Chat Interaction request " + generalException.ToString());
output.MessageCode = "2001";
output.Message = generalException.Message;
}
return(output);
}
