/// <summary>
/// Gets Updated Disposition Code Change
/// </summary>
/// <param name="ixnId"></param>
/// <param name="key"></param>
/// <param name="code"></param>
public void UpdateDispositionCodeChange(IXNCustomData dispCode)
{
try
{
this._logger.Info("UpdateDispositionCodeChange()");
GetChatData(dispCode.InteractionId, dispCode);
ChatInvite.GetInstance().UpdateRecords(dispCode, dispCode.InteractionType);
}
catch (Exception generalException)
{
this._logger.Error("UpdateDispositionCodeChange: Error at updating disposition code Changed : " + generalException.ToString());
}
}
/// <summary>
/// Receives Chat Events
/// </summary>
/// <param name="events"></param>
public void ReceiveChatEvents(IMessage events)
{
try
{
if (Settings.SFDCOptions.SFDCPopupPages != null)
{
if (events != null)
{
_logger.Info("Agent Chat Event : " + events.Name);
switch (events.Id)
{
case EventInvite.MessageId:
_eventInvite = (EventInvite)events;
Settings.ChatProxyClientId = _eventInvite.ProxyClientId;
IXNCustomData ixnData = new IXNCustomData();
ixnData.InteractionId = _eventInvite.Interaction.InteractionId;
ixnData.InteractionEvent = _eventInvite;
if (!_chatIXNCollection.ContainsKey(_eventInvite.Interaction.InteractionId))
{
_chatIXNCollection.Add(_eventInvite.Interaction.InteractionId, _eventInvite);
}
GetChatData(_eventInvite.Interaction.InteractionId, ixnData);
if (_eventInvite.Interaction.InteractionType == "Inbound")
{
if (_eventInvite.VisibilityMode.ToString() != "Coach" && _eventInvite.VisibilityMode.ToString() != "Conference")
{
ChatInvite.GetInstance().PopupRecords(ixnData, SFDCCallType.InboundChat);
}
else
{
ChatInvite.GetInstance().PopupRecords(ixnData, SFDCCallType.ConsultChatReceived);
}
}
else if (_eventInvite.Interaction.InteractionType == "Consult")
{
ChatInvite.GetInstance().PopupRecords(ixnData, SFDCCallType.ConsultChatReceived);
}
break;
case EventSessionInfo.MessageId:
_sessionInfo = (EventSessionInfo)events;
try
{
if (Settings.SFDCOptions.ChatAttachActivityId && Settings.SFDCListener.ChatActivityIdCollection.Keys.Contains(_sessionInfo.ChatTranscript.SessionId.ToString()) && _sessionInfo.SessionStatus == SessionStatus.Alive)
{
Settings.SFDCListener.SetAttachedData(_sessionInfo.ChatTranscript.SessionId.ToString(), Settings.SFDCOptions.ChatAttachActivityIdKeyname, Settings.SFDCListener.ChatActivityIdCollection[_sessionInfo.ChatTranscript.SessionId.ToString()], Settings.ChatProxyClientId);
Settings.SFDCListener.ChatActivityIdCollection.Remove(_sessionInfo.ChatTranscript.SessionId.ToString());
}
if (_lastSessionId != _eventInvite.Interaction.InteractionId)
{
_lastSessionId = _eventInvite.Interaction.InteractionId;
if (!_callDurationData.ContainsKey(_eventInvite.Interaction.InteractionId))
{
_callDurationData.Add(_eventInvite.Interaction.InteractionId, System.DateTime.Now);
}
}
if (_sessionInfo.SessionStatus == SessionStatus.Over)
{
if (_callDurationData.ContainsKey(_sessionInfo.ChatTranscript.SessionId))
{
TimeSpan ts = System.DateTime.Now.Subtract(_callDurationData[_sessionInfo.ChatTranscript.SessionId]);
_callDuration = ts.Hours + "Hr " + ts.Minutes + " mins " + ts.Seconds + "secs";
if (!FinishedCallDuration.ContainsKey(_sessionInfo.ChatTranscript.SessionId))
{
FinishedCallDuration.Add(_sessionInfo.ChatTranscript.SessionId, _callDuration);
}
else
{
FinishedCallDuration[_sessionInfo.ChatTranscript.SessionId] = _callDuration;
}
}
}
}
catch (Exception generalException)
{
this._logger.Error(generalException.ToString());
}
break;
default:
_logger.Info("Unhandled Event " + events.Name);
break;
}
}
}
}
catch (Exception generalException)
{
_logger.Error("ReceiveChatEvents : Error occured while receiving Chat events " + generalException.ToString());
}
}