static private void async(Calltype type, Packet inputpacket)
{
calldata.mutex.WaitOne();
calldata.type = type;
calldata.inputpacket = inputpacket;
calldata.outputpacket = null;
calldata.mutex.ReleaseMutex();
}
/// 插入临时记录
/// <summary>
/// 插入临时记录
/// </summary>
/// <param name="state"></param>
/// <param name="agentAuxState"></param>
/// <param name="callType"></param>
/// <param name="agTime"></param>
/// <param name="startTime"></param>
/// <returns></returns>
public bool InsertAgentState2DB(AgentState state, BusyStatus agentAuxState, Calltype callType, int agTime, DateTime startTime)
{
int busystate = (int)agentAuxState;
if (state != AgentState.AS4_置忙)
{
busystate = -1;
}
return(agentService.InsertAgentState2DB(CallRecordAuthorizeCode, (int)state, busystate, (int)callType, agTime, startTime, LoginUser.UserID.ToString(), LoginUser.TrueName, LoginUser.BGID, LoginUser.ExtensionNum));
}
/// 获取发送msg类
/// <summary>
/// 获取发送msg类
/// </summary>
/// <param name="userevent"></param>
/// <param name="callid"></param>
/// <param name="calltype"></param>
/// <param name="date"></param>
/// <returns></returns>
public UserEventData InitUserEventData(UserEvent userevent, Calltype calltype, DateTime date, long?callid = null, string taskid = null, int?tasktype = null)
{
UserEventData ud = new UserEventData();
ud.UserEvent = userevent;
ud.CallType = calltype;
ud.CurrentDate = date;
//如果callid有值
if (callid.HasValue == true)
{
ud.CallID = callid.Value;
}
//主叫
if (CallRecordORIG == null || string.IsNullOrEmpty(CallRecordORIG.PhoneNum))
{
ud.ZhujiaoNum = HollyContactHelper.Instance.GetZhujiaoPhone();
}
else
{
ud.ZhujiaoNum = CallRecordORIG.PhoneNum;//主叫
}
//被叫
if (CallRecordORIG == null || string.IsNullOrEmpty(CallRecordORIG.ANI))
{
ud.BejiaoNum = HollyContactHelper.Instance.GetBeijiaoPhone();
}
else
{
ud.BejiaoNum = CallRecordORIG.ANI;//被叫
}
ud.UserChoice = HollyContactHelper.Instance.GetSkillGroup(); //技能组
ud.SYS_DNIS = HollyContactHelper.Instance.GetLuodiNum(); //落地号码
ud.RecordID = HollyContactHelper.Instance.GetHollyCallID(); //厂家callid
//取值
if (CallRecordORIG != null)
{
ud.IsEstablished = CallRecordORIG.EstablishedTime.HasValue;
ud.EstablishedStartTime = CallRecordORIG.EstablishedTime;
ud.RecordIDURL = CallRecordORIG.AudioURL;//录音地址
//callid 没有值，从CallRecordORIG中取
if (callid.HasValue == false)
{
ud.CallID = CallRecordORIG.CallID.HasValue ? CallRecordORIG.CallID.Value : -1;
}
}
ud.TaskID = taskid;
ud.TaskType = tasktype;
Loger.Log4Net.Info("[==BusinessProcess=] InitUserEventData " + userevent + "-" + ud.CallID + "-" + calltype + "-" + date);
return(ud);
}
/// 获取话务类
/// <summary>
/// 获取话务类
/// </summary>
/// <param name="callid"></param>
/// <param name="calltype"></param>
/// <returns></returns>
public void InitCallRecordORIG(long callid, Calltype calltype)
{
CallRecordORIG = new CallRecord_ORIG();
CallRecordORIG.CallID = callid;
CallRecordORIG.SiemensCallID = -1;
CallRecordORIG.ExtensionNum = LoginUser.ExtensionNum;
//设置主叫和被叫
CallRecordORIG.CallStatus = (int)calltype;
SetPhoneNumAndAni();
CallRecordORIG.OutBoundType = (int)OutBoundType;
CallRecordORIG.AfterWorkTime = 0;
CallRecordORIG.TallTime = 0;
CallRecordORIG.CreateTime = Common.GetCurrentTime();
CallRecordORIG.CreateUserID = LoginUser.UserID;
//设置厂家id
CallRecordORIG.SessionID = HollyContactHelper.Instance.GetHollyCallID(); //厂家callid
CallRecordORIG.GenesysCallID = HollyContactHelper.Instance.GetHollyCallID(); //厂家callid
Loger.Log4Net.Info("[==BusinessProcess=] InitCallRecordORIG callid：" + callid + "-calltype：" + calltype);
}
static private Packet call(Calltype type, Packet inputpacket)
{
calldata.mutex.WaitOne();
calldata.type = type;
calldata.inputpacket = inputpacket;
calldata.outputpacket = null;
calldata.manualevent.Reset();
calldata.mutex.ReleaseMutex();
calldata.manualevent.WaitOne();
calldata.mutex.WaitOne();
calldata.type = Calltype.None;
calldata.inputpacket = null;
Packet outputpacket = calldata.outputpacket;
calldata.mutex.ReleaseMutex();
return(outputpacket);
}
/// 更新客服状态表
/// <summary>
/// 更新客服状态表
/// </summary>
/// <param name="Cur_AgentState"></param>
private void UpdatAgentDB(AgentState Cur_AgentState)
{
Loger.Log4Net.Info("[Main][UpdatAgentDB] 更新客服状态表" + Cur_AgentState);
//签入和签出另有地方记录日志，此处不重复记录
if (Cur_AgentState != AgentState.AS1_签出 && Cur_AgentState != AgentState.AS2_签入)
{
//当前时间
DateTime date = Common.GetCurrentTime();
Calltype ctype = Calltype.C0_未知;
if (LoginHelper.PreOid == -1)
{
//没有上一个数据，直接插入新数据
//1.插入CAgent表
AgentTimeStateHelper.Instance.InsertAgentState2DBAsync(Cur_AgentState, Main_BusyStatus, ctype, 0, date);
Loger.Log4Net.Info("[Main][UpdatAgentDB] 插入CAgent表");
}
else
{
//有上一个数据，先更新上一个数据，再插入新数据，在重置PreOid
//1.更新CAgent表
AgentTimeStateHelper.Instance.UpdateAgentState2DBAsync(Cur_AgentState, Main_BusyStatus, ctype, 0, date);
//2.更新AgentStateDetail表（更新上一个状态的结束时间）
AgentTimeStateHelper.Instance.UpdateStateDetail2DBAsync(LoginHelper.PreOid, date);
Loger.Log4Net.Info("[Main][UpdatAgentDB] 更新上一个状态的结束时间 PreOid....IS:" + LoginHelper.PreOid + ",结束时间为：" + date);
}
//3.插入AgentStateDetail表（新状态）
LoginHelper.PreOid = AgentTimeStateHelper.Instance.InsertAgentStateDetail2DB(Cur_AgentState, Main_BusyStatus, ctype, date, date);
Loger.Log4Net.Info("[Main][UpdatAgentDB] 插入新的状态 PreOid....IS:" + LoginHelper.PreOid);
}
else if (Cur_AgentState == AgentState.AS1_签出)
{
//当前时间
DateTime date = Common.GetCurrentTime();
LoginHelper.Instance.SingOutUpdateDate(date);
}
}
/// 插入明细记录
/// <summary>
/// 插入明细记录
/// </summary>
/// <param name="state"></param>
/// <param name="agentAuxState"></param>
/// <param name="callType"></param>
/// <param name="startTime"></param>
/// <param name="endTime"></param>
/// <returns></returns>
public int InsertAgentStateDetail2DB(AgentState state, BusyStatus agentAuxState, Calltype callType, DateTime startTime, DateTime endTime)
{
int busystate = (int)agentAuxState;
if (state != AgentState.AS4_置忙)
{
busystate = -1;
}
return(agentService.InsertAgentStateDetail2DB(CallRecordAuthorizeCode, (int)state, busystate, (int)callType, startTime, endTime, LoginUser.TrueName, LoginUser.UserID.ToString(), LoginUser.ExtensionNum, Convert.ToInt32(LoginUser.BGID)));
}
/// 更新临时记录
/// <summary>
/// 更新临时记录
/// </summary>
/// <param name="state"></param>
/// <param name="agentAuxState"></param>
/// <param name="callType"></param>
/// <param name="agTime"></param>
/// <param name="startTime"></param>
/// <returns></returns>
public void UpdateAgentState2DBAsync(AgentState state, BusyStatus agentAuxState, Calltype callType, int agTime, DateTime startTime)
{
int busystate = (int)agentAuxState;
if (state != AgentState.AS4_置忙)
{
busystate = -1;
}
agentService.UpdateAgentState2DBAsync(CallRecordAuthorizeCode, (int)state, busystate, (int)callType, agTime, startTime, LoginUser.UserID.ToString());
}
/// 挂断通用事件
/// <summary>
/// 挂断通用事件
/// </summary>
/// <param name="releasetype"></param>
private void OnHangup(ReleaseType releasetype)
{
Loger.Log4Net.Info("[事件][OnHangup] 挂断");
//3种情况=呼入，呼出，未知
Calltype ctype = HollyContactHelper.Instance.GetCallDir();
//话后处理
if (ctype == Calltype.C2_呼出)
{
//合力bug：外呼假失败
HollyBUGForCallOut();
//呼出没有话后
Action <object> callback = new Action <object>(x =>
{
//结束话后
HollyContactHelper.Instance.AfterCallEnd();
//呼出时计算话后信息
Loger.Log4Net.Info("[==BusinessProcess=][UpdateCallRecordAfterTime] 呼出时退出话后更新话后信息");
BusinessProcess.Instance.UpdateCallRecordAfterTime();
});
ToAfterCallCallBack(callback);
}
else
{
//呼入+自动外呼 存在话后时间
//话后有时间限制
AfterTime = CommonFunction.ObjectToInteger(ConfigurationUtil.GetAppSettingValue("AfterTime"), 60);
SetlblAgentStatusName("话后 " + AfterTime);
timer_after.Enabled = true;
}
if (BusinessProcess.CallRecordORIG != null)
{
//初始化话务数据
DateTime date = Common.GetCurrentTime();
//设置挂断时间
BusinessProcess.Instance.SetReleaseTime(date, releasetype);
//数据入库
CallRecordHelper.Instance.InsertCallRecordNew(false);
if (ctype != Calltype.C2_呼出)
{
//呼入+自动外呼时，计算话后信息
//注册退出话后的事件
Action <object> callback = new Action <object>(x =>
{
Loger.Log4Net.Info("[==BusinessProcess=][UpdateCallRecordAfterTime] 呼入时退出话后更新话后信息");
BusinessProcess.Instance.UpdateCallRecordAfterTime();
});
//退出话后时触发
ExitAfterCallCallBack(callback);
}
//发送消息到客户端
if (BusinessProcess.OutBoundType != OutBoundTypeEnum.OT2_客户端呼出)
{
UserEventData ud = null;
//呼入（普通呼入，转接，拦截）
if (ctype == Calltype.C1_呼入 && HollyContactHelper.Instance.IsAutoCall == false)
{
ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Released, Calltype.C1_呼入, date);
}
//呼出（呼出，自动外呼，未知）
else
{
ud = BusinessProcess.Instance.InitUserEventData(UserEvent.Released, Calltype.C2_呼出, date);
}
SendToWeb(ud.ToString());
}
//挂断是，数据还原初始值
BusinessProcess.OutBoundType = OutBoundTypeEnum.OT0_未知;
}
else
{
Loger.Log4Net.Info("[事件][OnHangup] 异常：BusinessProcess.CallRecordORIG 为空");
}
}
/// 设置按钮样式
/// <summary>
/// 设置按钮样式
/// </summary>
/// <param name="phonestatus"></param>
public void SetButtonStyle(PhoneStatus phonestatus, Calltype calltype)
{
//禁用全部按钮
ButtonInit();
switch (phonestatus)
{
case PhoneStatus.PS01_就绪:
break;
case PhoneStatus.PS02_签出:
//签入
this.toolSbtnAgentCheckIn.Enabled = true;
break;
case PhoneStatus.PS03_置闲:
case PhoneStatus.PS18_客服被锁定:
//签出
this.toolSbtnAgentCheckOff.Enabled = true;
//置忙
this.toolSbtnSetBusy.Enabled = true;
//拨号
this.toolSbtnAgentMakeCall.Enabled = true;
//监控
this.toolSbtnAgentListen.Enabled = true;
this.toolSbtnAgentListen.Text = "监控";
break;
case PhoneStatus.PS04_置忙:
case PhoneStatus.PS05_休息:
//签出
this.toolSbtnAgentCheckOff.Enabled = true;
//置闲
this.toolSbtnAgentReady.Enabled = true;
//拨号
this.toolSbtnAgentMakeCall.Enabled = true;
//监控
this.toolSbtnAgentListen.Enabled = true;
this.toolSbtnAgentListen.Text = "监控";
break;
case PhoneStatus.PS06_话后:
//签出
this.toolSbtnAgentCheckOff.Enabled = true;
//置闲
this.toolSbtnAgentReady.Enabled = true;
//置忙
this.toolSbtnSetBusy.Enabled = true;
break;
case PhoneStatus.PS07_来电振铃:
//摘机
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "摘机";
this.toolSbtnAgentReleaseCall.Image = System.Drawing.Bitmap.FromFile(System.Environment.CurrentDirectory + "\\images\\摘机.png");
break;
case PhoneStatus.PS08_普通通话:
//保持
this.toolSbtnHold.Enabled = true;
this.toolSbtnHold.Text = "保持";
if (calltype == Calltype.C1_呼入)
{
//转接
this.toolSbtnAgentConsult.Enabled = true;
this.toolSbtnAgentConsult.Text = "转接";
if (HollyContactHelper.Instance.IsAutoCall == false)
{
//转IVR
this.toolSbtnIVRSatisfaction.Enabled = true;
}
}
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS09_咨询通话_发起方:
//完成
this.toolSbtnAgentConsult.Enabled = true;
this.toolSbtnAgentConsult.Text = "完成";
//会议
this.toolSbtnAgentConference.Enabled = true;
this.toolSbtnAgentConference.Text = "会议";
//恢复
this.toolSbtnAgentReconnect.Enabled = true;
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS10_咨询方通话_接受者:
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS11_会议通话_发起方:
//会议
this.toolSbtnAgentConference.Enabled = true;
this.toolSbtnAgentConference.Text = "结束";
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS12_会议方通话_接受者:
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS13_保持:
//取消
this.toolSbtnHold.Enabled = true;
this.toolSbtnHold.Text = "取消";
if (calltype == Calltype.C1_呼入)
{
//转接
this.toolSbtnAgentConsult.Enabled = true;
this.toolSbtnAgentConsult.Text = "转接";
if (HollyContactHelper.Instance.IsAutoCall == false)
{
//转IVR
this.toolSbtnIVRSatisfaction.Enabled = true;
}
}
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS14_呼出拨号中:
case PhoneStatus.PS15_咨询拨号中:
case PhoneStatus.PS16_会议拨号中:
case PhoneStatus.PS17_转接拨号中:
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "挂断";
break;
case PhoneStatus.PS19_监听振铃:
case PhoneStatus.PS21_强插振铃:
////摘机
//this.toolSbtnAgentReleaseCall.Enabled = true;
//this.toolSbtnAgentReleaseCall.Text = "摘机";
//this.toolSbtnAgentReleaseCall.Image = System.Drawing.Bitmap.FromFile(System.Environment.CurrentDirectory + "\\images\\摘机.png");
break;
case PhoneStatus.PS20_监听中:
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "取消监听";
break;
case PhoneStatus.PS22_强插中:
//挂断
this.toolSbtnAgentReleaseCall.Enabled = true;
this.toolSbtnAgentReleaseCall.Text = "取消强插";
break;
}
}
