/// <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>
/// 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);
}
public static Pointel.Interactions.Chat.Core.General.OutputValues HoldInteraction(int proxyID, string sessionID, KeyValueCollection extensions)
{
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.RequestHold requestHold = Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Requests.InteractionManagement.RequestHold.Create();
requestHold.InteractionId = sessionID;
requestHold.ProxyClientId = proxyID;
if (extensions != null && extensions.Count > 0)
{
extensions.Add("IsHold", "1");
requestHold.Extension = extensions;
}
//if(!extensions.ContainsKey(""))
//{
//}
//requestHold.Extension = extensions;
requestHold.Reason = ReasonInfo.Create("AwaitingInfo", "Ennava");
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(requestHold);
if (message != null)
{
switch (message.Id)
{
case Genesyslab.Platform.OpenMedia.Protocols.InteractionServer.Events.EventAck.MessageId:
logger.Info("------------RequestHold-------------");
logger.Info("SessionID :" + sessionID);
logger.Info("ProxyID :" + proxyID);
logger.Info("------------------------------------");
logger.Info(requestHold.ToString());
output.MessageCode = "200";
output.Message = "Interaction Hold 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 = "HoldInteraction() : " + LoginErrorDescription;
break;
}
}
else
{
output.MessageCode = "2001";
output.Message = "Chat Media Hold Interaction UnSuccessful";
}
}
else
{
logger.Warn("HoldInteraction() : IXN Server protocol is Null..");
}
}
catch (Exception generalException)
{
logger.Error("Error occurred while Hold Interaction 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);
}
