private bool ParseCallbackSettingsXML()
{
Trace.TraceInformation("Enter.");
try
{
if (xmlDoc == null)
{
Trace.TraceWarning("xmlDoc is null.");
return(false);
}
System.Xml.XmlNodeReader reader = new System.Xml.XmlNodeReader(xmlDoc);
List <CallbackContactServiceQueue> _TempQueues = new List <CallbackContactServiceQueue>();
CallbackContactServiceQueue _cbCSQ = null;
CallbackContactServiceQueueSettingsProfile _profile = null;
CallbackBackupCSQ _bckCSQ = null;
CallbackAlgorithmFilter _filter = null;
bool bAcceptCallbacksTimeframeElementEnded = true;
bool bCallbackProcessingTimeframeEnded = true;
bool bCallbackReentryAlgorithmElementBegan = false;
bool bCallbackOfferedAlgorithmElementBegan = false;
while (reader.Read())
{
switch (reader.NodeType)
{
case System.Xml.XmlNodeType.Element:
if (reader.Name.Equals("csq"))
{
_cbCSQ = new CallbackContactServiceQueue();
_cbCSQ.Name = reader.GetAttribute("name");
bCallbackReentryAlgorithmElementBegan = false;
bCallbackOfferedAlgorithmElementBegan = false;
}
if (reader.Name.Equals("CallbackEnabled"))
{
try
{
_cbCSQ.CallbackEnabled = bool.Parse(reader.ReadString());
}
catch
{
_cbCSQ.CallbackEnabled = false;
}
}
if (reader.Name.Equals("CallerRecording"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.CallerRecording = bool.Parse(reader.ReadString());
}
catch
{
_profile.CallerRecording = false;
}
}
if (reader.Name.Equals("RetentionPeriod"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.RetentionPeriod = int.Parse(reader.ReadString());
}
catch
{
_profile.RetentionPeriod = 7;
}
}
if (reader.Name.Equals("AppServerURLPrefix"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
_profile.AppServerURLPrefix = reader.ReadString();
}
if (reader.Name.Equals("EmailAlerts"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.EmailAlerts = bool.Parse(reader.ReadString());
}
catch
{
_profile.EmailAlerts = false;
}
}
if (reader.Name.Equals("AdminEmail"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
_profile.AdminEmail = reader.ReadString();
}
if (reader.Name.Equals("CallerIDVerify"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.CallerIDVerify = bool.Parse(reader.ReadString());
}
catch
{
_profile.CallerIDVerify = false;
}
}
if (reader.Name.Equals("AbandonCallback"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.AbandonCallback = bool.Parse(reader.ReadString());
}
catch
{
_profile.AbandonCallback = false;
}
}
if (reader.Name.Equals("AbandonCBMinQTime"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.AbandonCBMinQTime = int.Parse(reader.ReadString());
}
catch
{
_profile.AbandonCBMinQTime = 0;
}
}
if (reader.Name.Equals("AbandonCBMinInterCallTime"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.AbandonCBMinInterCallTime = int.Parse(reader.ReadString());
}
catch
{
_profile.AbandonCBMinInterCallTime = 0;
}
}
if (reader.Name.Equals("CBQueue"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
_bckCSQ = new CallbackBackupCSQ();
_bckCSQ.Name = reader.GetAttribute("csq");
try
{
_bckCSQ.OverflowTime = int.Parse(reader.GetAttribute("overflowtime"));
}
catch
{
_bckCSQ.OverflowTime = 0;
}
_profile.BackupCSQs.Add(_bckCSQ);
_bckCSQ = null;
}
if (reader.Name.Equals("AcceptCallbacksTimeframe"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
bAcceptCallbacksTimeframeElementEnded = false;
}
if (reader.Name.Equals("Begin"))
{
if (!bAcceptCallbacksTimeframeElementEnded)
{
_profile.AcceptCallbacksTimeframeBegin = reader.ReadString();
}
if (!bCallbackProcessingTimeframeEnded)
{
_profile.CallbackProcessingTimeframeBegin = reader.ReadString();
}
}
if (reader.Name.Equals("End"))
{
if (!bAcceptCallbacksTimeframeElementEnded)
{
_profile.AcceptCallbacksTimeframeEnd = reader.ReadString();
}
if (!bCallbackProcessingTimeframeEnded)
{
_profile.CallbackProcessingTimeframeEnd = reader.ReadString();
}
}
if (reader.Name.Equals("CallbackOfferedAlgorithm"))
{
bCallbackOfferedAlgorithmElementBegan = true;
}
if (reader.Name.Equals("CallbackReentryAlgorithm"))
{
bCallbackReentryAlgorithmElementBegan = true;
}
if (reader.Name.Equals("TotalInQueue") ||
reader.Name.Equals("CSQAgentsReady") ||
reader.Name.Equals("CSQCallsWaiting") ||
reader.Name.Equals("AgentsLoggedIn") ||
reader.Name.Equals("CallsWaiting") ||
reader.Name.Equals("LongestQueueTime") ||
reader.Name.Equals("CallbackRequests"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
_filter = new CallbackAlgorithmFilter();
_filter.Name = reader.Name;
try
{
_filter.Enabled = bool.Parse(reader.GetAttribute("Enabled"));
}
catch
{
_filter.Enabled = false;
}
_filter.Operation = reader.GetAttribute("Operation");
try
{
_filter.Value = int.Parse(reader.GetAttribute("Value"));
}
catch
{
_filter.Value = 0;
}
if (bCallbackOfferedAlgorithmElementBegan)
{
_profile.OfferedAlgorithmFilters.Add(_filter);
}
if (bCallbackReentryAlgorithmElementBegan)
{
_profile.ReentryAlgorithmFilters.Add(_filter);
}
_filter = null;
}
if (reader.Name.Equals("CallbackProcessingTimeframe"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
bCallbackProcessingTimeframeEnded = false;
}
if (reader.Name.Equals("EndOfDayPurgeCallbackRequests"))
{
if (_profile == null)
{
_profile = new CallbackContactServiceQueueSettingsProfile();
}
try
{
_profile.EndOfDayPurgeCallbackRequests = bool.Parse(reader.ReadString());
}
catch
{
_profile.EndOfDayPurgeCallbackRequests = false;
}
}
break;
case System.Xml.XmlNodeType.EndElement:
if (reader.Name.Equals("csq"))
{
if (_cbCSQ != null)
{
_cbCSQ.Profile = _profile;
_TempQueues.Add(_cbCSQ);
}
else
{
Trace.TraceWarning("CSQ was not added to list because _cbCSQ is null.");
}
_profile = null;
_cbCSQ = null;
}
if (reader.Name.Equals("CallbackReentryAlgorithm"))
{
bCallbackReentryAlgorithmElementBegan = false;
}
if (reader.Name.Equals("AcceptCallbacksTimeframe"))
{
bAcceptCallbacksTimeframeElementEnded = true;
}
if (reader.Name.Equals("CallbackOfferedAlgorithm"))
{
bCallbackOfferedAlgorithmElementBegan = false;
}
if (reader.Name.Equals("CallbackProcessingTimeframe"))
{
bCallbackProcessingTimeframeEnded = true;
}
break;
} //switch (reader.NodeType)
} //while (reader.Read())
reader.Close();
reader = null;
xmlDoc = null;
_Queues = _TempQueues;
_TempQueues = null;
_profile = null;
_cbCSQ = null;
return(true);
}
catch (Exception ex)
{
Trace.TraceError("Exception:" + ex.Message + Environment.NewLine + "StackTrace:" + ex.StackTrace);
xmlDoc = null;
return(false);
}
}
public bool Analyse(ContactServiceQueueInformation Information, CallbackContactServiceQueueSettingsProfile Profile, CallbackRecordManager RecordManager)
{
Trace.TraceInformation("Enter.");
try
{
if (Information == null)
{
_Description = "Information is null.";
Trace.TraceWarning("Information is null.");
return(false);
}
if (Profile == null)
{
_Description = "Profile is null.";
Trace.TraceWarning("Profile is null.");
return(false);
}
if (RecordManager == null)
{
_Description = "RecordManager is null.";
Trace.TraceWarning("RecordManager is null.");
return(false);
}
bool bResult = true;
foreach (CallbackAlgorithmFilter filter in Profile.OfferedAlgorithmFilters)
{
if (filter.Enabled)
{
try
{
Constants.FilterOperations Operation = Constants.FilterOperations.BIGGERTHANOREQUALTO;
Operation = (Constants.FilterOperations)Enum.Parse(typeof(Constants.FilterOperations), filter.Operation.ToUpper());
switch (filter.Name)
{
case "AgentsLoggedIn":
switch (Operation)
{
case Constants.FilterOperations.BIGGERTHANOREQUALTO:
if (Information.AgentsLoggedIn >= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has less than " + filter.Value + " agents logged in.";
bResult = bResult && false;
}
break;
case Constants.FilterOperations.SMALLERTHANOREQUALTO:
if (Information.AgentsLoggedIn <= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has more than " + filter.Value + " agents logged in.";
bResult = bResult && false;
}
break;
}
break;
case "CallsWaiting":
switch (Operation)
{
case Constants.FilterOperations.BIGGERTHANOREQUALTO:
if (Information.ContactsWaiting >= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has less than " + filter.Value + " calls waiting.";
bResult = bResult && false;
}
break;
case Constants.FilterOperations.SMALLERTHANOREQUALTO:
if (Information.ContactsWaiting <= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has more than " + filter.Value + " calls waiting.";
bResult = bResult && false;
}
break;
}
break;
case "LongestQueueTime":
switch (Operation)
{
case Constants.FilterOperations.BIGGERTHANOREQUALTO:
if (Information.LongestWaitingContact >= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has longest queue time less than " + filter.Value;
bResult = bResult && false;
}
break;
case Constants.FilterOperations.SMALLERTHANOREQUALTO:
if (Information.LongestWaitingContact <= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has longest queue time more than " + filter.Value;
bResult = bResult && false;
}
break;
}
break;
case "CallbackRequests":
switch (Operation)
{
case Constants.FilterOperations.BIGGERTHANOREQUALTO:
if (RecordManager.NumberOfRecordsForQueue(Information.Name) >= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has fewer than " + filter.Value + " callback requests.";
bResult = bResult && false;
}
break;
case Constants.FilterOperations.SMALLERTHANOREQUALTO:
if (RecordManager.NumberOfRecordsForQueue(Information.Name) <= filter.Value)
{
bResult = bResult && true;
}
else
{
_Description = "CSQ " + Information.Name + " has more than " + filter.Value + " callback requests:" + RecordManager.NumberOfRecordsForQueue(Information.Name);
bResult = bResult && false;
}
break;
}
break;
default:
break;
}
}
catch (Exception ex)
{
_Description = "Exception performing algorithm comparisons.";
Trace.TraceWarning("Exception: " + ex.Message + Environment.NewLine + "Stacktrace: " + ex.StackTrace);
bResult = false;
}
}
}
return(bResult);
}
catch (Exception ex)
{
_Description = "Exception running callback offer algorithm.";
Trace.TraceWarning("Exception: " + ex.Message + Environment.NewLine + "Stacktrace: " + ex.StackTrace);
return(false);
}
}
public CallbackContactServiceQueue()
{
_CallbackEnabled = false;
_Name = String.Empty;
_Profile = null;
}
void _tmrTick_Tick(object State)
{
Trace.TraceInformation("Enter.");
lock (objLock)
{
_tmrTick.Change(System.Threading.Timeout.Infinite, System.Threading.Timeout.Infinite);
DateTime dtBegin = DateTime.Now;
if (_settingsManager == null)
{
Trace.TraceWarning("_settingsManager is null.");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
if (_settingsManager.ApplicationSettings == null)
{
Trace.TraceWarning("_settingsManager.ApplicationSettings is null.");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
if (_settingsManager.CallbackSettings == null)
{
Trace.TraceWarning("_settingsManager.CallbackSettings is null.");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
if (!_settingsManager.UCCXMasterNodeDetected)
{
Trace.TraceWarning("_settingsManager.UCCXMasterNodeDetected is false; no UCCX Master Node has been detected.");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
if (_recordManager == null)
{
Trace.TraceWarning("_recordManager is null.");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
if (_recordManager.GetRecordCount() == 0)
{
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
try
{
//Task #1: Detect day boundary crossing, check end of day purge and flag records
DateTime _CurrentTick = DateTime.Now;
bool _DayBoundaryCrossed = false;
if (!(_CurrentTick.Year == _LastTick.Year && _CurrentTick.Month == _LastTick.Month && _CurrentTick.Day == _LastTick.Day))
{
Trace.TraceInformation("Day bounderay was crossed.");
_DayBoundaryCrossed = true;
}
_LastTick = _CurrentTick;
foreach (CallbackRecord record in _recordManager.Records)
{
String sCSQ = record.TargetCSQ;
CallbackContactServiceQueue _queue = null;
foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
{
if (sCSQ == queue.Name)
{
_queue = queue;
break;
}
}//foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
if (_queue != null)
{
CallbackContactServiceQueueSettingsProfile _Profile = null;
if (_queue.Profile == null)
{
foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
{
if (queue.Name == "Default")
{
_Profile = queue.Profile;
break;
}
}//foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
}
else
{
_Profile = _queue.Profile;
}
if (_Profile != null)
{
if (_DayBoundaryCrossed)
{
record.CallbackProcessingTimeframeEndCrossed = false;
Trace.TraceInformation("CallbackProcessingTimeframeEndCrossed set to false for record " + record.ID);
}
else
{
//Trace.TraceInformation("CallbackProcessingTimeframeEndCrossed was not set for record " + record.ID);
}
DateTime dtCallbackProcessingTimeframeEnd = DateTime.ParseExact(_Profile.CallbackProcessingTimeframeEnd, "HH:mm:ss", System.Globalization.CultureInfo.InvariantCulture);
if (!record.CallbackProcessingTimeframeEndCrossed)
{
//Trace.TraceInformation("CallbackProcessingTimeframeEndCrossed is false for record " + record.ID);
if (DateTime.Now.Subtract(dtCallbackProcessingTimeframeEnd).TotalMilliseconds >= 0)
{
Trace.TraceInformation("Now is after dtCallbackProcessingTimeframeEnd for record " + record.ID);
record.CallbackProcessingTimeframeEndCrossed = true;
record.ReportOn = true;
//Check record age; mark purge if older than maximum number of days
if (DateTime.Now.Subtract(record.RequestDate).TotalDays > _settingsManager.ApplicationSettings.MaximumNumberOfDays)
{
record.Purge = true;
record.PurgeDueToAge = true;
Trace.TraceInformation("Record " + record.ID + " is " + record.Status + " and was marked for end of day purging due to record age.");
}
if (record.Status == Constants.RecordStatus.INVALID ||
record.Status == Constants.RecordStatus.INACTIVE ||
record.Status == Constants.RecordStatus.EXCEEDEDNUMBEROFATTEMPTS ||
record.Status == Constants.RecordStatus.COMPLETED)
{
record.Purge = true;
Trace.TraceInformation("Record " + record.ID + " is " + record.Status + " and was marked for end of day purging due to status");
}
if (record.Status == Constants.RecordStatus.NEW ||
record.Status == Constants.RecordStatus.RETRY ||
record.Status == Constants.RecordStatus.FORCERETRY)
{
if (_Profile.EndOfDayPurgeCallbackRequests)
{
record.Purge = true;
Trace.TraceInformation("Record " + record.ID + " is " + record.Status + " and was marked for end of day purging due to status");
}
else
{
record.Status = Constants.RecordStatus.PURGED;
Trace.TraceInformation("Record " + record.ID + " was marked " + record.Status);
}
}
}
else
{
//Trace.TraceInformation("Now is not after dtCallbackProcessingTimeframeEnd for record " + record.ID);
}
}
else
{
Trace.TraceInformation("CallbackProcessingTimeframeEndCrossed is true for record " + record.ID);
}
} //if (_Profile != null)
} //if (_queue != null)
} //foreach (CallbackRecord record in _recordManager.Records)
//Task #2: Remove records where purge is true from _recordManager.Records
if (_recordManager.Purge())
{
Trace.TraceInformation("_recordManager.Purge() returned true.");
}
else
{
Trace.TraceWarning("_recordManager.Purge() returned false.");
}
//This code is temporary, until a inactive cache is built
if (_recordManager.RemoveRecordsInFinalState())
{
Trace.TraceInformation("_recordManager.RemoveRecordsInFinalState() returned true.");
}
else
{
Trace.TraceWarning("_recordManager.RemoveRecordsInFinalState() returned false.");
}
//This code is temporary, until a inactive cache is built
if (_recordManager.StatusReport())
{
Trace.TraceInformation("_recordManager.StatusReport() returned true.");
}
else
{
Trace.TraceWarning("_recordManager.StatusReport() returned false.");
}
if (_recordManager.NumberOfActionableRecords() == 0)
{
Trace.TraceWarning("_recordManager.NumberOfActionableRecords() is 0; ");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
return;
}
if (DateTime.Now.Subtract(_RealtimeDataClient.LastRealtimeDataCollectedAt).TotalMilliseconds > Constants.CONTACT_REALTIMEDATE_REFRESH)
{
Trace.TraceWarning("Last RealtimeData refresh was at : " + _RealtimeDataClient.LastRealtimeDataCollectedAt);
}
//Task #3:
String sErrorDescription = String.Empty;
foreach (CallbackRecord record in _recordManager.Records)
{
double dInactiveTime = 0;
switch (record.Status)
{
case Constants.RecordStatus.NEW:
break;
case Constants.RecordStatus.PURGED:
break;
case Constants.RecordStatus.RETRY:
break;
case Constants.RecordStatus.INVALID:
continue;
case Constants.RecordStatus.INACTIVE:
continue;
case Constants.RecordStatus.COMPLETED:
continue;
case Constants.RecordStatus.EXCEEDEDNUMBEROFATTEMPTS:
continue;
case Constants.RecordStatus.PROCESSING:
dInactiveTime = DateTime.Now.Subtract(record.StatusLastUpdated).TotalSeconds;
if (dInactiveTime >= Constants.STATUSUPDATEINACTIVITY)
{
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.RETRY, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from PROCESSING to " + record.Status + " because it was inactive for " + dInactiveTime.ToString());
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to RETRY. Current status:" + record.Status);
}
}
continue;
case Constants.RecordStatus.REQUESTED:
dInactiveTime = DateTime.Now.Subtract(record.StatusLastUpdated).TotalSeconds;
if (dInactiveTime >= Constants.STATUSUPDATEINACTIVITY)
{
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.RETRY, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from REQUESTED to RETRY because it was inactive for " + dInactiveTime.ToString());
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to RETRY. Current status:" + record.Status);
}
}
continue;
case Constants.RecordStatus.QUEUED:
dInactiveTime = DateTime.Now.Subtract(record.StatusLastUpdated).TotalSeconds;
if (dInactiveTime >= Constants.STATUSUPDATEINACTIVITY)
{
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.RETRY, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from " + record.Status + " to RETRY because it was inactive for " + dInactiveTime.ToString());
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to RETRY. Current status:" + record.Status);
}
}
continue;
case Constants.RecordStatus.DIALINGTARGET:
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.COMPLETED, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from DIALINGTARGET to " + record.Status);
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to COMPLETED. Current status:" + record.Status);
}
continue;
case Constants.RecordStatus.AGENTACKNOWLEDGED:
dInactiveTime = DateTime.Now.Subtract(record.StatusLastUpdated).TotalSeconds;
if (dInactiveTime >= Constants.STATUSUPDATEINACTIVITY)
{
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.RETRY, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from AGENTACKNOWLEDGED to " + record.Status + " because it was inactive for " + dInactiveTime.ToString());
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to RETRY. Current status:" + record.Status);
}
}
continue;
case Constants.RecordStatus.AGENTABANDONED:
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.RETRY, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from AGENTABANDONED to " + record.Status + " because it was inactive for " + dInactiveTime.ToString());
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to RETRY. Current status:" + record.Status);
}
continue;
case Constants.RecordStatus.IVR_FAILURE:
sErrorDescription = String.Empty;
if (_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.RETRY, out sErrorDescription))
{
Trace.TraceInformation("Record " + record.ID + " went from IVR_FAILURE to " + record.Status);
}
else
{
Trace.TraceWarning("Record " + record.ID + " did not go to RETRY. Current status:" + record.Status);
}
break;
}//switch (record.Status)
if (record.Status == Constants.RecordStatus.NEW ||
record.Status == Constants.RecordStatus.RETRY ||
record.Status == Constants.RecordStatus.PURGED)
{
//Assert NumberOFAttempts
if (record.Status == Constants.RecordStatus.RETRY)
{
if (record.NumberOfAttempts >= _settingsManager.ApplicationSettings.MaximumNumberOfAttempts)
{
Trace.TraceInformation("Record " + record.ID + " has reached the maximum number of attempts:" + record.NumberOfAttempts);
sErrorDescription = String.Empty;
_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.EXCEEDEDNUMBEROFATTEMPTS, out sErrorDescription);
continue;
}
if (DateTime.Now.Subtract(record.StatusLastUpdated).TotalMinutes <= _settingsManager.ApplicationSettings.MinimumIntervalBetweenRetries)
{
Trace.TraceInformation("Record " + record.ID + " is in status:" + record.Status + " and has not yet waited " + _settingsManager.ApplicationSettings.MinimumIntervalBetweenRetries + " mins to be attempted again.");
continue;
}
}
String sCSQ = record.TargetCSQ;
CallbackContactServiceQueue _queue = null;
foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
{
if (sCSQ == queue.Name)
{
_queue = queue;
break;
}
}//foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
if (_queue != null)
{
Trace.TraceInformation("Record " + record.ID + " Settings for CSQ " + sCSQ + " were found.");
CallbackContactServiceQueueSettingsProfile _Profile = null;
if (_queue.Profile == null)
{
Trace.TraceInformation("Record " + record.ID + " Profile for CSQ " + sCSQ + " is null; look for default profile.");
foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
{
if (queue.Name == "Default")
{
_Profile = queue.Profile;
break;
}
}//foreach (CallbackContactServiceQueue queue in _settingsManager.CallbackSettings.Queues)
if (_Profile == null)
{
Trace.TraceWarning("Record " + record.ID + " Profile for CSQ " + sCSQ + " was not found. Flag record as invalid.");
sErrorDescription = String.Empty;
_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.INVALID, out sErrorDescription);
continue;
}
else
{
Trace.TraceInformation("Record " + record.ID + " Default Profile for CSQ " + sCSQ + " was found.");
}
}
else
{
Trace.TraceInformation("Record " + record.ID + " Profile for CSQ " + sCSQ + " is not null.");
_Profile = _queue.Profile;
}
//Check profile settings:
if (_queue.CallbackEnabled)
{
if (_Profile == null)
{
Trace.TraceWarning("Record " + record.ID + " _Profile is null.");
}
if (_Profile.CallbackProcessingTimeframeBegin == null)
{
Trace.TraceWarning("Record " + record.ID + " _Profile.CallbackProcessingTimeframeBegin is null.");
}
DateTime dtCallbackProcessingTimeframeBegin = DateTime.ParseExact(_Profile.CallbackProcessingTimeframeBegin, "HH:mm:ss", System.Globalization.CultureInfo.InvariantCulture);
DateTime dtCallbackProcessingTimeframeEnd = DateTime.ParseExact(_Profile.CallbackProcessingTimeframeEnd, "HH:mm:ss", System.Globalization.CultureInfo.InvariantCulture);
Trace.TraceInformation("Record " + record.ID + " dtCallbackProcessingTimeframeBegin = " + dtCallbackProcessingTimeframeBegin.ToString() + " Now = " + DateTime.Now.ToString());
if (DateTime.Now.Subtract(dtCallbackProcessingTimeframeBegin).TotalMilliseconds >= 0)
{
Trace.TraceInformation("Record " + record.ID + " CallbackProcessingTimeframe has opened.");
if (dtCallbackProcessingTimeframeEnd.Subtract(DateTime.Now).TotalMilliseconds >= 0)
{
Trace.TraceInformation("Record " + record.ID + " CallbackProcessingTimeframe has not yet closed.");
double dNumberOfIVRPorts = double.Parse(_settingsManager.ApplicationSettings.UCCXNumberOfIVRPorts);
double dMaxIVRPortUsagePercent = double.Parse(_settingsManager.ApplicationSettings.UCCXMaxIVRPortUsagePercent);
double bMaxIVRPortsAvailable = Math.Floor(dNumberOfIVRPorts * (dMaxIVRPortUsagePercent / 100.0));
int iNumberOfContactsInIVR = _RealtimeDataClient.NumberOfContactsInIVR;
if (bMaxIVRPortsAvailable > iNumberOfContactsInIVR)
{
Trace.TraceInformation("Record id " + record.ID + " Number of contacts in IVR: " + iNumberOfContactsInIVR.ToString() + " IVR Ports available to Callback Server: " + bMaxIVRPortsAvailable.ToString());
if (_settingsManager.ApplicationSettings.BasicInsertionThrottling_Enabled)
{
Trace.TraceInformation("Record id " + record.ID + " BasicInsertionThrottling: Enabled");
int iCallbacksInIVR = _recordManager.RecordsCurrentlyInIVR;
if (iCallbacksInIVR < _settingsManager.ApplicationSettings.BasicInsertionThrottling_MaximumRecordsAtATime)
{
Trace.TraceInformation("Record id " + record.ID + " Number of Callbacks in IVR: " + iCallbacksInIVR.ToString() + " BasicInsertionThrottling_MaximumRecordsAtATime: " + _settingsManager.ApplicationSettings.BasicInsertionThrottling_MaximumRecordsAtATime);
}
else //if(iCallbacksInIVR < _settingsManager.ApplicationSettings.BasicInsertionThrottling_MaximumRecordsAtATime)
{
Trace.TraceWarning("Record " + record.ID + " cannot be reentered: " + " Number of Callbacks in IVR: " + iCallbacksInIVR.ToString() + " BasicInsertionThrottling_MaximumRecordsAtATime: " + _settingsManager.ApplicationSettings.BasicInsertionThrottling_MaximumRecordsAtATime);
continue;
}//if(iCallbacksInIVR < _settingsManager.ApplicationSettings.BasicInsertionThrottling_MaximumRecordsAtATime)
}
else
{
Trace.TraceInformation("Record id " + record.ID + " BasicInsertionThrottling: Disabled");
}
if (_RealtimeDataClient.GetContactsQueuedFor(record.TargetCSQ))
{
Trace.TraceInformation("Record " + record.ID + " contactRealtimeData.GetContactsQueuedFor() returned true.");
if (_RealtimeDataClient.OrderContactsQueuedFor())
{
Trace.TraceInformation("Record " + record.ID + " contactRealtimeData.OrderContactsQueuedFor() returned true.");
int iResult = _RealtimeDataClient.GetNumberOfContactAheadOf(record.ContactID, record.ID, record.QueueStartTime);
if (iResult == -1)
{
Trace.TraceWarning("_RealtimeDataClient.GetNumberOfContactAheadOf() of recordID " + record.ID + " returned -1. Not sure what to do if false!!!!");
continue;
}
else if (iResult == -2)
{
Trace.TraceInformation("_RealtimeDataClient.GetNumberOfContactAheadOf() of recordID " + record.ID + " Not to be reentered yet; scheduled.");
continue;
}
else if (iResult == 0)
{
Trace.TraceInformation("_RealtimeDataClient.GetNumberOfContactAheadOf() of recordID " + record.ID + " :" + iResult);
Trace.TraceInformation("Record id " + record.ID + " with contactID " + record.ContactID + " can be reentered");
System.Threading.Thread thr = new System.Threading.Thread(new System.Threading.ParameterizedThreadStart(_SendReentryRequest));
thr.Start(record.ID);
thr = null;
break;
}
}
else//if (_RealtimeDataClient.OrderContactsQueuedFor())
{
Trace.TraceWarning("Record " + record.ID + " contactRealtimeData.OrderContactsQueuedFor() returned false.");
} //if (_RealtimeDataClient.OrderContactsQueuedFor())
}
else //if (_RealtimeDataClient.GetContactsQueuedFor(record.TargetCSQ))
{
Trace.TraceWarning("Record " + record.ID + " contactRealtimeData.GetContactsQueuedFor() returned false.");
} //if (_RealtimeDataClient.GetContactsQueuedFor(record.TargetCSQ))
}
else //if (bMaxIVRPortsAvailable > iNumberOfContactsInIVR)
{
Trace.TraceWarning("Record " + record.ID + " cannot be reentered: " + " Number of contacts in IVR: " + iNumberOfContactsInIVR.ToString() + " IVR Ports available to Callback Server: " + bMaxIVRPortsAvailable.ToString());
continue;
}//if (bMaxIVRPortsAvailable > iNumberOfContactsInIVR)
//Try reentry based on default algorithm
}
else//if (dtCallbackProcessingTimeframeEnd.Subtract(DateTime.Now).TotalMilliseconds >= 0)
{
Trace.TraceInformation("Record " + record.ID + " CallbackProcessingTimeframe has closed.");
} //if (dtCallbackProcessingTimeframeEnd.Subtract(DateTime.Now).TotalMilliseconds >= 0)
}
else //if (DateTime.Now.Subtract(dtCallbackProcessingTimeframeBegin).TotalMilliseconds >= 0)
{
Trace.TraceInformation("Record " + record.ID + " CallbackProcessingTimeframe has not yet opened.");
} //if (DateTime.Now.Subtract(dtCallbackProcessingTimeframeBegin).TotalMilliseconds >= 0)
}
else //if (_queue.CallbackEnabled)
{
Trace.TraceWarning("Record " + record.ID + " Callback in not enabled for CSQ " + sCSQ + "; Flag record as invalid.");
sErrorDescription = String.Empty;
_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.INVALID, out sErrorDescription);
continue;
} //if (_queue.CallbackEnabled)
}
else //if (_queue != null)
{
Trace.TraceWarning("Record " + record.ID + " Settings for CSQ " + sCSQ + " were not found. Flag record as invalid.");
sErrorDescription = String.Empty;
_recordManager.Update(record.ID, String.Empty, String.Empty, Constants.RecordStatus.INVALID, out sErrorDescription);
continue;
} //if (_queue != null)
}
else //if (record.Status != Constants.RecordStatus.INVALID)
{
Trace.TraceWarning("Record " + record.ID + " is not NEW or RETRY.");
} //if (record.Status != Constants.RecordStatus.INVALID)
} //foreach (CallbackRecord record in _recordManager.Records)
}
catch (Exception ex)
{
Trace.TraceWarning("Exception: " + ex.Message + Environment.NewLine + "Stacktrace: " + ex.StackTrace);
}
Trace.TraceInformation("Cycle through " + _recordManager.Records.Count + " records took " + DateTime.Now.Subtract(dtBegin).TotalMilliseconds + " ms.");
_tmrTick.Change(TICKINTERVAL, TICKINTERVAL);
}//lock (objLock)
Trace.TraceInformation("Exit.");
}