public static CallReleased GetInstance()
{
if (_releasedObject == null)
{
_releasedObject = new CallReleased();
}
return(_releasedObject);
}
private void HandleReleaseEvent(EventReleased released, string duration)
{
try
{
if (_eventReleased.CallType == CallType.Inbound)
{
if (!_isConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(_eventReleased, SFDCCallType.InboundVoice, duration);
}
else
{
_isConsultCallReceived = false;
CallReleased.GetInstance().PopupRecords(_eventReleased, SFDCCallType.ConsultVoiceReceived, duration);
}
}
else if (_eventReleased.CallType == CallType.Unknown || _eventReleased.CallType == CallType.Outbound)
{
if (_isConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(_eventReleased, SFDCCallType.ConsultVoiceReceived, duration);
_isConsultCallReceived = false;
}
else
{
CallReleased.GetInstance().PopupRecords(_eventReleased, SFDCCallType.OutboundVoiceSuccess, duration);
}
}
else if (_eventReleased.CallType == CallType.Consult)
{
if (_isConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(_eventReleased, SFDCCallType.ConsultVoiceReceived, duration);
_isConsultCallReceived = false;
}
//else
// CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultSuccess, duration);
}
}
catch (Exception generalException)
{
this._logger.Error("HandleReleaseEvent: Error Occurred while on handling call release event:" + generalException.ToString());
}
}
public void UpdateOnDispositionCodeChange(IMessage message, string callDuration)
{
try
{
this._logger.Info("UpdateOnDispositionCodeChange: Event Name " + message.ToString());
switch (message.Id)
{
case EventAttachedDataChanged.MessageId:
EventAttachedDataChanged attachedDataChanged = (EventAttachedDataChanged)message;
if (Settings.SFDCOptions.CanUseGenesysCallDuration && callDuration != null)
{
_callDuration = callDuration;
}
else if (_callDurationData.ContainsKey(attachedDataChanged.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[attachedDataChanged.ConnID.ToString()]);
_callDuration = ts.Hours + " Hr " + ts.Minutes + " Mins " + ts.Seconds + " Secs";
}
else
{
this._logger.Info("UpdateOnDispositionCodeChange: Call Duration data is not found in Collection");
_callDuration = "0 Hr 0 Mins 0 Secs";
}
if (attachedDataChanged.CallType == CallType.Inbound)
{
if (this._consultConnId == attachedDataChanged.ConnID.ToString())
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.ConsultVoiceReceived, _callDuration);
}
else
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.InboundVoice, _callDuration);
}
}
else if ((attachedDataChanged.CallType == CallType.Outbound) || (attachedDataChanged.CallType == CallType.Unknown))
{
if (this._consultConnId == attachedDataChanged.ConnID.ToString())
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.ConsultVoiceReceived, _callDuration);
}
else
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.OutboundVoiceSuccess, _callDuration);
}
}
else if (attachedDataChanged.CallType == CallType.Consult)
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.ConsultVoiceReceived, _callDuration);
}
break;
#region EventReleased
case EventReleased.MessageId:
EventReleased released = (EventReleased)message;
if (Settings.SFDCOptions.CanUseGenesysCallDuration && callDuration != null)
{
_callDuration = callDuration;
}
else if (FinishedCallDuration.ContainsKey(released.ConnID.ToString()))
{
_callDuration = FinishedCallDuration[released.ConnID.ToString()];
}
else if (_callDurationData.ContainsKey(released.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[released.ConnID.ToString()]);
_callDuration = ts.Hours + " Hr " + ts.Minutes + " Mins " + ts.Seconds + " Secs";
this._logger.Error("UpdateOnDispositionCodeChange: call duration not found in FinishedCallDuration collection for the connId :" + released.ConnID.ToString());
if (!FinishedCallDuration.ContainsKey(released.ConnID.ToString()))
{
FinishedCallDuration.Add(released.ConnID.ToString(), _callDuration);
}
}
else
{
this._logger.Error("UpdateOnDispositionCodeChange: call duration not found in both call data collection for the connId :" + released.ConnID.ToString());
_callDuration = "0 Hr 0 Mins 0 Secs";
}
if (released.CallType == CallType.Inbound)
{
if (this._consultConnId == released.ConnID.ToString())
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.ConsultVoiceReceived, _callDuration);
}
else
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.InboundVoice, _callDuration);
}
}
else if ((released.CallType == CallType.Outbound) || (released.CallType == CallType.Unknown))
{
if (this._consultConnId == released.ConnID.ToString())
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.ConsultVoiceReceived, _callDuration);
}
else
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.OutboundVoiceSuccess, _callDuration);
}
}
else if (released.CallType == CallType.Consult)
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.ConsultVoiceReceived, _callDuration);
}
break;
#endregion EventReleased
default:
break;
}
}
catch (Exception generalException)
{
this._logger.Error("UpdateOnDispositionCodeChange: Error Occurred : " + generalException.ToString());
}
}
public void ReceiveCalls(IMessage events)
{
try
{
if (Settings.SFDCOptions.SFDCPopupPages != null)
{
if (events != null)
{
logger.Info("ReceiveCalls : Agent Voice Event " + events.ToString());
switch (events.Id)
{
#region EventRinging
case EventRinging.MessageId:
eventRinging = (EventRinging)events;
if (eventRinging.CallType == CallType.Inbound)
{
IsConsultCallReceived = false;
CallRinging.GetInstance().PopupRecords(eventRinging, SFDCCallType.Inbound);
if (!Settings.UserEventData.ContainsKey(eventRinging.ConnID.ToString()))
{
Settings.UserEventData.Add(eventRinging.ConnID.ToString(), SFDCCallType.Inbound);
}
}
else if (eventRinging.CallType == CallType.Consult)
{
IsConsultCallReceived = true;
CallRinging.GetInstance().PopupRecords(eventRinging, SFDCCallType.ConsultReceived);
if (!Settings.UserEventData.ContainsKey(eventRinging.ConnID.ToString()))
{
Settings.UserEventData.Add(eventRinging.ConnID.ToString(), SFDCCallType.ConsultReceived);
}
}
break;
#endregion
#region EventPartyChanged
case EventPartyChanged.MessageId:
EventPartyChanged partyChanged = (EventPartyChanged)events;
IsConsultCallReceived = true;
if (CallDurationData.ContainsKey(partyChanged.PreviousConnID.ToString()) && !CallDurationData.ContainsKey(partyChanged.ConnID.ToString()))
{
CallDurationData.Add(partyChanged.ConnID.ToString(), CallDurationData[partyChanged.PreviousConnID.ToString()]);
}
if (Settings.UpdateSFDCLog.ContainsKey(partyChanged.PreviousConnID.ToString()))
{
Settings.UpdateSFDCLog.Add(partyChanged.ConnID.ToString(), Settings.UpdateSFDCLog[partyChanged.PreviousConnID.ToString()]);
}
this.consultConnId = partyChanged.PreviousConnID.ToString();
break;
#endregion
#region EventDialing
case EventDialing.MessageId:
eventDialing = (EventDialing)events;
if (eventDialing.Reasons != null && eventDialing.Reasons.ContainsKey("ClickToDial"))
{
Settings.ClickToDialData.Add(eventDialing.ConnID.ToString(), eventDialing.Reasons.GetAsString("ClickToDial"));
}
if (eventDialing.CallType == CallType.Unknown || eventDialing.CallType == CallType.Outbound)
{
CallDialing.GetInstance().PopupRecords(eventDialing, SFDCCallType.OutboundSuccess);
if (!Settings.UserEventData.ContainsKey(eventDialing.ConnID.ToString()))
{
Settings.UserEventData.Add(eventDialing.ConnID.ToString(), SFDCCallType.OutboundSuccess);
}
}
else if (eventDialing.CallType == CallType.Consult)
{
CallDialing.GetInstance().PopupRecords(eventDialing, SFDCCallType.ConsultSuccess);
if (!Settings.UserEventData.ContainsKey(eventDialing.ConnID.ToString()))
{
Settings.UserEventData.Add(eventDialing.ConnID.ToString(), SFDCCallType.ConsultSuccess);
}
}
break;
#endregion
#region EventEstablished
case EventEstablished.MessageId:
eventEstablished = (EventEstablished)events;
if (!CallDurationData.ContainsKey(eventEstablished.ConnID.ToString()))
{
CallDurationData.Add(eventEstablished.ConnID.ToString(), System.DateTime.Now);
}
if (eventEstablished.CallType == CallType.Inbound)
{
if (IsConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.Inbound);
}
}
else if (eventEstablished.CallType == CallType.Unknown || eventEstablished.CallType == CallType.Outbound)
{
if (IsConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.OutboundSuccess);
}
}
else if (eventEstablished.CallType == CallType.Consult)
{
if (IsConsultCallReceived)
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultReceived);
}
else
{
CallConnected.GetInstance().PopupRecords(eventEstablished, SFDCCallType.ConsultSuccess);
}
}
break;
#endregion
#region EventReleased
case EventReleased.MessageId:
eventReleased = (EventReleased)events;
if (eventReleased.CallState != 22)
{
string callDuration = string.Empty;
if (CallDurationData.ContainsKey(eventReleased.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(CallDurationData[eventReleased.ConnID.ToString()]);
callDuration = ts.Hours + "Hr " + ts.Minutes + " mins " + ts.Seconds + "secs";
if (!FinishedCallDuration.ContainsKey(eventReleased.ConnID.ToString()))
{
FinishedCallDuration.Add(eventReleased.ConnID.ToString(), callDuration);
}
else
{
FinishedCallDuration[eventReleased.ConnID.ToString()] = callDuration;
}
}
if (eventReleased.CallType == CallType.Inbound)
{
if (!IsConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.Inbound, callDuration);
}
else
{
IsConsultCallReceived = false;
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultReceived, callDuration);
}
}
else if (eventReleased.CallType == CallType.Unknown || eventReleased.CallType == CallType.Outbound)
{
if (IsConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultReceived, callDuration);
IsConsultCallReceived = false;
}
else
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.OutboundSuccess, callDuration);
}
}
else if (eventReleased.CallType == CallType.Consult)
{
if (IsConsultCallReceived)
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultReceived, callDuration);
IsConsultCallReceived = false;
}
else
{
CallReleased.GetInstance().PopupRecords(eventReleased, SFDCCallType.ConsultSuccess, callDuration);
}
}
}
break;
#endregion
#region EventUserEvent
case EventUserEvent.MessageId:
EventUserEvent userEvent = (EventUserEvent)events;
if (userEvent.ConnID != null)
{
if (Settings.UserEventData.ContainsKey(userEvent.ConnID.ToString()))
{
if (FinishedCallDuration.ContainsKey(userEvent.ConnID.ToString()))
{
CallUserEvent.GetInstance().UpdateRecords(userEvent, Settings.UserEventData[userEvent.ConnID.ToString()], FinishedCallDuration[userEvent.ConnID.ToString()]);
}
else
{
CallUserEvent.GetInstance().UpdateRecords(userEvent, Settings.UserEventData[userEvent.ConnID.ToString()], "");
}
}
}
break;
#endregion
#region EventError
case EventError.MessageId:
EventError eventError = (EventError)events;
if (eventError.CallType == CallType.Outbound)
{
CallEventError.GetInstance().PopupRecords(eventError, SFDCCallType.OutboundFailure);
}
else if (eventError.CallType == CallType.Consult)
{
CallEventError.GetInstance().PopupRecords(eventError, SFDCCallType.ConsultFailure);
}
break;
#endregion
#region EventAbandoned
case EventAbandoned.MessageId:
EventAbandoned eventAbandoned = (EventAbandoned)events;
if (eventAbandoned.CallType == CallType.Outbound)
{
CallEventAbandoned.GetInstance().PopupRecords(eventAbandoned, SFDCCallType.OutboundFailure);
}
else if (eventAbandoned.CallType == CallType.Consult)
{
CallEventAbandoned.GetInstance().PopupRecords(eventAbandoned, SFDCCallType.ConsultFailure);
}
break;
#endregion
#region EventDestinationBusy
case EventDestinationBusy.MessageId:
EventDestinationBusy destinationBusyEvent = (EventDestinationBusy)events;
if (destinationBusyEvent.CallType == CallType.Outbound)
{
CallEventDestinationBusy.GetInstance().PopupRecords(destinationBusyEvent, SFDCCallType.OutboundFailure);
}
else if (destinationBusyEvent.CallType == CallType.Consult)
{
CallEventDestinationBusy.GetInstance().PopupRecords(destinationBusyEvent, SFDCCallType.ConsultFailure);
}
break;
#endregion
default:
logger.Info("ReceiveCalls : Unhandled Event " + events.Name);
break;
}
}
}
}
catch (Exception generalException)
{
logger.Error("ReceiveCalls : Error occured while receiving voice events " + generalException.ToString());
}
}
public void UpdateActivityForReleasedEvent(IMessage message)
{
try
{
this.logger.Info("UpdateActivityForReleasedEvent : Event Name " + message.ToString());
switch (message.Id)
{
case EventAttachedDataChanged.MessageId:
EventAttachedDataChanged attachedDataChanged = (EventAttachedDataChanged)message;
if (CallDurationData.ContainsKey(attachedDataChanged.ConnID.ToString()))
{
TimeSpan ts = System.DateTime.Now.Subtract(CallDurationData[attachedDataChanged.ConnID.ToString()]);
callDuration = ts.Hours + "Hr " + ts.Minutes + " mins " + ts.Seconds + "secs";
}
if (attachedDataChanged.CallType == CallType.Inbound)
{
if (this.consultConnId == attachedDataChanged.ConnID.ToString())
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.ConsultReceived, callDuration);
}
else
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.Inbound, callDuration);
}
}
else if ((attachedDataChanged.CallType == CallType.Outbound) || (attachedDataChanged.CallType == CallType.Unknown))
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.OutboundSuccess, callDuration);
}
else if (attachedDataChanged.CallType == CallType.Consult)
{
CallAttachedDataChanged.GetInstance().UpdateRecords(attachedDataChanged, SFDCCallType.ConsultSuccess, callDuration);
}
break;
#region EventReleased
case EventReleased.MessageId:
EventReleased released = (EventReleased)message;
if (FinishedCallDuration.ContainsKey(released.ConnID.ToString()))
{
callDuration = FinishedCallDuration[released.ConnID.ToString()];
}
else
{
callDuration = string.Empty;
}
if (released.CallType == CallType.Inbound)
{
if (this.consultConnId == released.ConnID.ToString())
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.ConsultReceived, callDuration);
}
else
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.Inbound, callDuration);
}
}
else if ((released.CallType == CallType.Outbound) || (released.CallType == CallType.Unknown))
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.OutboundSuccess, callDuration);
}
else if (released.CallType == CallType.Consult)
{
CallReleased.GetInstance().UpdateRecords(released, SFDCCallType.ConsultSuccess, callDuration);
}
break;
#endregion
default:
break;
}
}
catch (Exception generalException)
{
this.logger.Error("UpdateActivityForReleasedEvent : Error Occurred : " + generalException.ToString());
}
}