/// <summary>
/// Clear the Incident's ReservedAgent and Disable Agent not taking the call
/// </summary>
/// <param name="dtAllPoolAgents"></param>
/// <returns></returns>
protected bool checkReservations(PoolDS.PoolDSDataTable dtAllPoolAgents)
{
bool result = false;
PoolDS.PoolDSRow[] rows = (PoolDS.PoolDSRow[])dtAllPoolAgents.Select("is_available=1 and is_busy=0", "");
if (rows.Length > 0)
{
int cancelInterval = UcConfParameters.UcCallForwardingInterval; // seconds
foreach (PoolDS.PoolDSRow row in dtAllPoolAgents.Rows)
{
if ((!row.Isincident_idNull()) && (!row.Isdate_reservedNull()))
{
DateTime now = DateTime.Now.ToUniversalTime();
TimeSpan span = now.Subtract(row.date_reserved);
TimeSpan max = new TimeSpan(0, 0, cancelInterval);
if (TimeSpan.Compare(span, max) > 0)
{
Int32 incidentId = row.incident_id;
Int32 incidentStatusId = 0;
Int32 incidentAgentId = 0;
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.SelectIncident(incidentId);
if (dtIncident.Rows.Count > 0)
{
incidentStatusId = dtIncident[0].status_id;
if (!dtIncident[0].Isagent_idNull())
{
incidentAgentId = dtIncident[0].agent_id;
}
}
if (incidentAgentId == 0)
{
if (incidentStatusId == 1)
{
BllProxyIncidentHelper.SetIncidentReservation(incidentId, 0);
BllProxyPool.SetPoolAgentAvailable(row.agent_id, false);
BllProxyPool.SetPoolAgentBusy(row.agent_id, false);
}
else
{
BllProxyPool.SetPoolAgentAvailable(row.agent_id, true);
BllProxyPool.SetPoolAgentBusy(row.agent_id, true);
}
}
result = true;
}
}
}
}
return(result);
}
protected void btnDisconnect_Click(object sender, EventArgs e)
{
Button btn = (Button)sender;
string commandName = btn.CommandName;
string commandArgument = btn.CommandArgument;
pnlDisconnect.Visible = false;
pnlDisconnectConfirm.Visible = false;
if (commandName == "DISCONNECT")
{
pnlDisconnectConfirm.Visible = true;
}
else if (commandName == "CONFIRM")
{
BllProxyIncidentHelper.SetIncidentStatus(this.incidentId, 3); // 3:Canceled
BllProxyIncidentState.DeleteIncidentState(this.incidentId);
UcControlArgs args = new UcControlArgs();
goNext(args);
}
else if (commandName == "CANCEL")
{
pnlDisconnect.Visible = true;
}
else
{
pnlDisconnect.Visible = true;
}
//UpdatePanel1.Update();
}
/// <summary>
/// Cancel the Obsolete incidents (sitting too long in Queue)
/// </summary>
/// <returns></returns>
protected bool cancelObsoleteIncidents()
{
bool result = false;
//int cleanUpInterval = 300; // SosParameters.SosCallCleanUpInterval;
//IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentQueueList(1, 0); //1:New; 0:All
IncidentDS.IncidentDSDataTable dt = BllProxyIncident.GetIncidentsByStatus(1, 0); //1:New; 0:All
foreach (IncidentDS.IncidentDSRow rowIncident in dt)
{
if (rowIncident.Isdate_openNull()) // Not for transferred incidents
{
DateTime now = DateTime.Now.ToUniversalTime();
TimeSpan span = now.Subtract(rowIncident.date_created);
TimeSpan max = new TimeSpan(0, 0, 15, 0); // 15 minutes
if (TimeSpan.Compare(span, max) > 0)
{
Int32 incidentId = rowIncident.incident_id;
BllProxyIncidentHelper.SetIncidentSubject(incidentId, 3, "[_CLEARED_]"); // Canceled
result = true;
break;
}
}
//---
}
return(result);
}
protected void checkReservations()
{
Hashtable tableToClear = new Hashtable();
foreach (AgentAccount agent in table.Values)
{
if (agent.HasIncident)
{
TimeSpan max = new TimeSpan(0, 0, 15);
if (TimeSpan.Compare(agent.Reserved, max) > 0)
{
Int32 incidentId = agent.IncidentId;
Int32 incidentStatusId = BllProxyIncidentHelper.GetIncidentStatus(incidentId);
if (incidentStatusId == 1)
{
BllProxyIncidentHelper.SetIncidentReservation(incidentId, 0);
agent.IsBusy = false;
tableToClear.Add(agent.AgentId, null);
}
}
}
}
foreach (Int32 agentId in tableToClear.Keys)
{
//this.UnRegisterAgent(agentId);
this.SetAgentAvailable(agentId, false);
}
}
protected void btnTransfer_Click(object sender, EventArgs e)
{
if (this.selectedAgentId != 0)
{
if (this.agentId != this.selectedAgentId)
{
if (statusId == 5) // Follow-Up
{
BllProxyIncidentHelper.TransferIncident(this.UcAppPage.UserId, this.incidentId, 5, this.agentId, this.selectedAgentId);
}
else
{
BllProxyIncidentHelper.TransferIncident(this.UcAppPage.UserId, this.incidentId, 1, this.agentId, this.selectedAgentId);
}
UcControlArgs args = new UcControlArgs();
args.Id = this.agentId;
args.Message = "The profile has been transferred.";
this.goNext(args);
}
else
{
this.showErrorMessage("The target agent cannot be the same as the current agent!");
}
}
else
{
this.showErrorMessage("The target agent is not selected!");
}
}
protected void btnYes_Click(object sender, EventArgs e)
{
ltTimeSpan.Text = this.getTimeLeftText(0);
startTime = DateTime.Now;
pnlWait.Visible = true;
pnlAgentsBusy.Visible = false;
mode = 0;
BllProxyIncidentHelper.SetIncidentConnectCount(incidentId);
upWork.Update();
}
protected void btnDisconnect_Click(object sender, EventArgs e)
{
Button btn = (Button)sender;
string commandName = btn.CommandName;
string commandArgument = btn.CommandArgument;
if (commandName == "DISCONNECT")
{
BllProxyIncidentHelper.SetIncidentStatus(this.incidentId, 3); // 3:Canceled
BllProxyIncidentState.DeleteIncidentState(this.incidentId);
FinishConference();
}
}
protected void handleIncidentQueue()
{
IncidentDS.IncidentDSDataTable dt;
DataTable dt0 = convertToDataset(table);
DataRow[] rows = dt0.Select("", "rating");
foreach (DataRow agentRow in rows)
{
int rating = Convert.ToInt32(agentRow["rating"]);
Int32 agentId = Convert.ToInt32(agentRow["agent_id"]);
AgentAccount agentAccount = this.GetAgent(agentId);
if ((agentAccount.IsAvailable) && (!agentAccount.IsBusy))
{
dt = BllProxyIncident.GetIncidentQueueList(1, agentAccount.AgentId); //1:New
foreach (IncidentDS.IncidentDSRow rowIncident in dt)
{
if (rowIncident.Isreserved_agent_idNull())
{
Int32 incidentId = rowIncident.incident_id;
BllProxyIncidentHelper.SetIncidentReservation(incidentId, agentAccount.AgentId);
agentAccount.Reserve();
agentAccount.IsBusy = true;
agentAccount.IncidentId = incidentId;
break;
}
//---
}
}
}
}
/// <summary>
/// Assign the Incident to the available Agent
/// </summary>
/// <param name="dtAllPoolAgents"></param>
/// <returns></returns>
protected bool handleIncidentQueue(PoolDS.PoolDSDataTable dtAllPoolAgents)
{
bool result = false;
IncidentDS.IncidentDSDataTable dt;
PoolDS.PoolDSRow[] rows = (PoolDS.PoolDSRow[])dtAllPoolAgents.Select("", "last_call_time");
foreach (PoolDS.PoolDSRow row in rows)
{
Int32 agentId = row.agent_id;
if ((row.is_available) && (!row.is_busy))
{
dt = BllProxyIncident.GetIncidentQueueList(1, agentId); //1:New
foreach (IncidentDS.IncidentDSRow rowIncident in dt)
{
if (rowIncident.Isreserved_agent_idNull())
{
Int32 incidentId = rowIncident.incident_id;
BllProxyIncidentHelper.SetIncidentReservation(incidentId, agentId);
BllProxyPool.SetPoolAgentBusy(agentId, true);
BllProxyPool.SetPoolAgentIncident(agentId, incidentId);
result = true;
break;
}
//---
}
}
}
return(result);
}
protected void timerRefresh_Tick(object sender, EventArgs e)
{
DateTime t = DateTime.Now;
DateTime last = new DateTime(t.Subtract(startTime).Ticks);
TimeSpan span = t.Subtract(startTime);
// //ltTimeSpan.Text = string.Format("{0:00}:{1:00}:{2:00}", (int)span.TotalHours, span.Minutes, span.Seconds);
ltTimeSpan.Text = this.getTimeLeftText(span.Seconds);
//======================================================================
bool isSessionFinished = false;
Int32 currentStatusId = BllProxyIncidentHelper.GetIncidentStatus(incidentId);
if (currentStatusId != statusId)
{
UcControlArgs args = new UcControlArgs();
switch (currentStatusId)
{
case 1: //New
break;
case 2: //In-Progress
goNext(args);
break;
case 3: //Canceled
isSessionFinished = true;
goBack(args);
break;
case 4: //Closed
isSessionFinished = true;
goBack(args);
break;
}
statusId = currentStatusId;
}
//======================================================================
TimeSpan max0 = new TimeSpan(0, 0, timeOut);
TimeSpan max1 = new TimeSpan(0, 1, 0);
if (TimeSpan.Compare(span, max0) > 0)
{
if (mode == 0)
{
pnlWait.Visible = false;
pnlAgentsBusy.Visible = true;
upWork.Update();
mode = 1;
}
}
if (TimeSpan.Compare(span, max1) > 0)
{
BllProxyIncidentHelper.SetIncidentStatus(incidentId, 3);
isSessionFinished = true;
}
if (isSessionFinished)
{
BllProxyIncident.UpdateIncident(incidentId, 0, 0, 3, "[_EXPIRED_]");
UcControlArgs args = new UcControlArgs();
goBack(args);
}
}
protected void btnDisconnect_Click(object sender, EventArgs e)
{
BllProxyIncidentHelper.SetIncidentStatus(this.incidentId, 3); // 3:Canceled
Response.Redirect("default.aspx");
}