//-------------------------------------------------------------------------------
public void SetAgentBusy(Int32 agentId, bool busy)
{
PoolDS.PoolDSDataTable dtPool = BllProxyPool.SelectPoolAgent(agentId);
if (dtPool.Rows.Count != 0)
{
bool isBusy = busy;
if (!isBusy)
{
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.GetIncidentsByStatus(2, agentId); //2:In-Progress
if (dtIncident.Rows.Count != 0)
{
isBusy = true;
}
}
if (isBusy)
{
BllProxyPool.SetPoolAgentBusy(agentId, true);
}
else
{
BllProxyPool.SetPoolAgentBusy(agentId, busy);
}
BllProxyPool.SetPoolAgentIncident(agentId, 0);
}
}
/// <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);
}
/// <summary>
/// Disable the Agent if not online (Agent in AgentPool is not renewed for too long)
/// Remove the Agent from AgentPool if not online for a week
/// </summary>
/// <param name="dtAllPoolAgents"></param>
/// <returns></returns>
protected bool cleanUp(PoolDS.PoolDSDataTable dtAllPoolAgents)
{
bool result = false;
int cleanUpInterval = UcConfParameters.UcCallCleanUpInterval;
foreach (PoolDS.PoolDSRow row in dtAllPoolAgents.Rows)
{
Int32 agentId = row.agent_id;
DateTime now = DateTime.Now.ToUniversalTime();
TimeSpan span = now.Subtract(row.date_accessed);
TimeSpan max;
if (row.is_available)
{
// Disable the Agent if not online (Agent in AgentPool is not renewed for too long)
max = new TimeSpan(0, 0, cleanUpInterval); // seconds
if (TimeSpan.Compare(span, max) > 0)
{
BllProxyPool.SetPoolAgentAvailable(agentId, false);
result = true;
}
// Clean up the Agent's Incident and turn Agent available if the Incident is gone
if (!row.Isincident_idNull())
{
IncidentDS.IncidentDSDataTable dtIncident = BllProxyIncident.SelectIncident(row.incident_id);
if (dtIncident.Rows.Count > 0)
{
//if ((dtIncident[0].status_id != 1) || (dtIncident[0].agent_id != agentId))
if ((dtIncident[0].status_id != 1) || ((!dtIncident[0].Isagent_idNull()) && (dtIncident[0].agent_id != agentId)))
{
BllProxyPool.SetPoolAgentIncident(agentId, 0);
BllProxyPool.SetPoolAgentBusy(agentId, false);
result = true;
}
}
}
}
else
{
// Remove the Agent from AgentPool if not online for a week
max = new TimeSpan(7, 0, 0, 0); // 7 days
if (TimeSpan.Compare(span, max) > 0)
{
BllProxyPool.DeletePoolAgent(agentId);
result = true;
}
}
}
return(result);
}
/// <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);
}
