private void newInteractionHandler(object sender, InteractionEventArgs e)
{
ScreenPopOptions aniscreenpop = AgentScreenPop.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("ANIPop", StringComparison.OrdinalIgnoreCase));
ScreenPopOptions transaniscreenpop = AgentScreenPop.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("TranPop", StringComparison.OrdinalIgnoreCase));
// if ((e.Interaction as ICall).CallType == CallType.Inbound || ((e.Interaction as ICall).CallType == CallType.Consult))
if (InteractionProvider.CurrentInteraction != null && (((InteractionProvider.CurrentInteraction as ICall).CallType == CallType.Inbound) || ((InteractionProvider.CurrentInteraction as ICall).CallType == CallType.Consult && transaniscreenpop != null && transaniscreenpop.Description == "Y")))
{
lock (_Imgrobject)
{
foreach (var handler in ScreenPopHandlers)
{
if (SynchronizationContext != null)
{
SynchronizationContext.Post(o => ((InvocationTarget)o).HandleInteraction(), new InvocationTarget
{
Interaction = e.Interaction,
Handler = handler
});
}
else
{
handler.HandleInteraction(e.Interaction);
}
}
Logger.Logger.Log.Info(string.Format("InteractionManager: Address {0}, UUI {1}, {2}", e.Interaction.Address, e.Interaction.InteractionData["UUI"], e.Interaction));
}
}
}
private AsyncObservableCollection <Entities> CombineEntity(string[] uui, List <ScreenPopOptions> UUI, string searchvalue)
{
int index = 3;
AsyncObservableCollection <Entities> UUIs = new AsyncObservableCollection <Entities>();
foreach (string filter in uui)
{
if (!string.IsNullOrEmpty(filter))
{
ScreenPopOptions val = UUI.SingleOrDefault(p => p.Name == ("UUI" + index) && p.Type == 0);
int pos = val.Description.IndexOf('.');
if (pos > 0)
{
string workspace = val.Description.Substring(0, pos);
Entities dup = UUIs.FirstOrDefault(p => p.Entity.Equals(workspace, StringComparison.OrdinalIgnoreCase));
if (dup != null)
{
dup.Predicate += " and " + string.Format(val.Description + "= '{0}'", filter);
}
else
{
Entities ent = new Entities();
ent.Entity = workspace;
ent.Predicate = string.Format(val.Description + "= '{0}'", filter);
ent.Expression = SEARCH_EXPRESSION[workspace.ToLower()].ToString();
UUIs.Add(ent);
}
}
else if (string.Equals(val.Description, "ani", StringComparison.OrdinalIgnoreCase))
{
Entities dup = UUIs.FirstOrDefault(p => p.Entity.Equals("Contact", StringComparison.OrdinalIgnoreCase));
Entities ent = new Entities();
ent.Entity = "Contact";
ent.Predicate = string.Format("Phones.RawNumber" + "= '{0}'", searchvalue);
ent.Expression = SEARCH_EXPRESSION["Contact".ToLower()].ToString();
UUIs.Add(ent);
}
}
index++;
}
return(UUIs);
}
public ScreenPopConfig GetAgentScreenByProfile()
{
ScreenPopConfig conf = null;
try
{
Logger.Logger.Log.Debug("RightNowConnectConfigurationProvider Getting ScreenPop ");
conf = _objectProvider.GetScreenConfigByProfileId(Global.Context.ProfileId);
if (conf.ScreenPopOptionsList == null)
{
conf = _objectProvider.GetScreenConfigByProfileId(0);
}
Logger.Logger.Log.DebugFormat("ScreenPopConfigModel <<< get-agent-configuration-by-profile.");
if (conf.ScreenPopOptionsList != null && conf.ScreenPopOptionsList.Where(p => p.Type == 0).GroupBy(p => new { p.Type, p.Name }).Count() != conf.ScreenPopOptionsList.Where(p => p.Type == 0).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in conf.ScreenPopOptionsList.Where(p => p.Type == 0))
{
ScreenPopOptions val = conf.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 0 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
conf.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 0);
tempdefault.ForEach((vap) => conf.ScreenPopOptionsList.Add(vap));
}
if (conf.ScreenPopOptionsList != null && conf.ScreenPopOptionsList.Where(p => p.Type == 1).GroupBy(p => new { p.Type, p.Name }).Count() != conf.ScreenPopOptionsList.Where(p => p.Type == 1).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in conf.ScreenPopOptionsList.Where(item => item.Type == 1))
{
ScreenPopOptions val = conf.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 1 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
conf.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 1);
tempdefault.ForEach((vap) => conf.ScreenPopOptionsList.Add(vap));
}
if (conf.ScreenPopOptionsList != null && conf.ScreenPopOptionsList.Where(p => p.Type == 2).GroupBy(p => new { p.Type, p.Name }).Count() != conf.ScreenPopOptionsList.Where(p => p.Type == 2).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in conf.ScreenPopOptionsList.Where(p => p.Type == 2))
{
ScreenPopOptions val = conf.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 2 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
conf.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 2);
tempdefault.ForEach((vap) => conf.ScreenPopOptionsList.Add(vap));
}
if (conf.ScreenPopOptionsList != null && conf.ScreenPopOptionsList.Where(p => p.Type == 3).GroupBy(p => new { p.Type, p.Name }).Count() != conf.ScreenPopOptionsList.Where(p => p.Type == 3).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in conf.ScreenPopOptionsList.Where(p => p.Type == 3))
{
ScreenPopOptions val = conf.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 3 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
conf.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 3);
tempdefault.ForEach((vap) => conf.ScreenPopOptionsList.Add(vap));
}
}
catch (Exception ex)
{
Logger.Logger.Log.Error(ex);
return(conf);
}
finally {
}
return(conf);
}
/// <summary>
/// Handle the Screen Pop to the user.
/// </summary>
/// <param name="interaction"></param>
public void HandleInteraction(IInteraction interaction)
{
Boolean isChat, isIncident, isVoice = false;
switch (interaction.Type)
{
case MediaType.Voice:
SynchronizationContext.Current.Post(scree =>
{
try
{
AsyncObservableCollection <Entities> UUIs = new AsyncObservableCollection <Entities>();
ScreenPopConfig screenPopConfigs = interaction.ScreenPopConfiguration;
if (screenPopConfigs.CanScreenPop)
{
string UUIvalue = interaction.InteractionData["UUI"];
ScreenPopOptions UUIstart = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("UUIStart", StringComparison.OrdinalIgnoreCase));
string start = UUIstart == null ? ";" : UUIstart.Description;
ScreenPopOptions UUIstop = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("UUIStop", StringComparison.OrdinalIgnoreCase));
string stop = UUIstop == null ? ":" : UUIstop.Description;
ScreenPopOptions UUIsep = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("UUISep", StringComparison.OrdinalIgnoreCase));
char seperator = UUIsep == null ? '!' : UUIsep.Description.ToCharArray()[0];
int startindex = UUIvalue.IndexOf(start, 0) + 1;
int lastindex = UUIvalue.LastIndexOf(stop) == -1 ? UUIvalue.Length : UUIvalue.LastIndexOf(stop);
int len = lastindex - startindex;
string[] uuival = UUIvalue.Substring(startindex, len).Split(seperator);
isChat = Array.IndexOf(uuival, InteractionIQAType.FEAT_IQA_ORACLE_CHAT.ToString()) >= 0;
isIncident = Array.IndexOf(uuival, InteractionIQAType.FEAT_IQA_ORACLE_EMAIL.ToString()) >= 0;
ArrayList uuiCI = new ArrayList();
//Namachi
Regex UUICIRegex = new Regex("^UUI[1-2]", RegexOptions.IgnoreCase);
List <ScreenPopOptions> UUICI = screenPopConfigs.ScreenPopOptionsList.Where(p => p.Type == 0 && UUICIRegex.Matches(p.Name).Count > 0).ToList();
Regex UUIRegex = new Regex("^UUI[3-7]", RegexOptions.IgnoreCase);
List <ScreenPopOptions> UUI = screenPopConfigs.ScreenPopOptionsList.Where(p => p.Type == 0 && UUIRegex.Matches(p.Name).Count > 0).ToList();
//foreach (string filterval in uuival) {
// if (filterval != UUICI[0].Description && filterval != UUICI[1].Description) uuiCI.Add(filterval);
//}
for (int i = 0; i < uuival.Length; i++)
{
if (i == 0 || i == 1)
{
if ((uuival[i] != UUICI[0].Description && uuival[i] != UUICI[1].Description) && (uuival[i] != null && uuival[i] != ""))
{
uuiCI.Add(uuival[i]);
}
}
else if (uuival[i] != UUICI[0].Description && uuival[i] != UUICI[1].Description)
{
uuiCI.Add(uuival[i]);
}
}
int index = 1;
bool IsMatched = false;
string searchvalue = "";
if ((interaction as ICall).CallType == CallType.Inbound)
{
searchvalue = interaction.Address;
}
else
{
string[] address = interaction.InteractionData["Consult"].Split('|');
searchvalue = address[0];
}
AsyncObservableCollection <Entities> consolidatefilter = CombineEntity((string[])uuiCI.ToArray(typeof(string)), UUI, searchvalue);
foreach (Entities filter in consolidatefilter)
{
string workspace = filter.Entity;
bool found = false;
Entities searchval = SearchEntites(filter);
if (searchval.IDs.Count > 0)
{
Entities dup = UUIs.FirstOrDefault(p => p.Entity.Equals(searchval.Entity, StringComparison.OrdinalIgnoreCase));
if (dup != null)
{
searchval.IDs.ToList().ForEach(x => dup.IDs.Add(x.ToString()));
}
else
{
UUIs.Add(searchval);
}
found = true;
}
if (!IsMatched && found)
{
IsMatched = found;
}
}
Open(UUIs);
UUIs.Clear();
if ((interaction as ICall).CallType == CallType.Inbound)
{
ScreenPopOptions aniscreenpop = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("ANIPop", StringComparison.OrdinalIgnoreCase));
if (!IsMatched && aniscreenpop != null && aniscreenpop.Description == "Y")
{
bool found = false; // SearchAndPop("Contact", "Phones.RawNumber", "any_phone", searchvalue);
Entities searchval = SearchEntites("Contact", "Phones.RawNumber", SEARCH_EXPRESSION["contact"].ToString(), searchvalue);
//Entities searchval = SearchEntites("organization", "orgs.org_id", SEARCH_EXPRESSION["organization"].ToString(), searchvalue);
if (searchval.IDs.Count > 0)
{
Entities dup = UUIs.FirstOrDefault(p => p.Entity.Equals(searchval.Entity, StringComparison.OrdinalIgnoreCase));
if (dup != null)
{
searchval.IDs.ToList().ForEach(x => dup.IDs.Add(x.ToString()));
}
else
{
UUIs.Add(searchval);
}
found = true;
}
if (!IsMatched && found)
{
IsMatched = found;
}
}
//if (!(screenPopConfigs.CanOpen) && !IsMatched && aniscreenpop.Description == "Y")
//{
//WorkspaceRecordType recordtype;
//if (Enum.TryParse<WorkspaceRecordType>(screenPopConfigs.DefaultWorkSpace, out recordtype))
//{
// IsMatched = true;
// RightNowGlobalContext.AutomationContext.CreateWorkspaceRecord(recordtype);
//}
//}
WorkspaceRecordType recordtype;
if (screenPopConfigs.ChatScreenPop)
{
if (isChat && !IsMatched)
{
if (screenPopConfigs.CanOpenChat == false)
{
if (Enum.TryParse <WorkspaceRecordType>(screenPopConfigs.ChatDefaultWorkspace, out recordtype))
{
IsMatched = true;
RightNowGlobalContext.AutomationContext.CreateWorkspaceRecord(recordtype);
}
}
}
}
if (screenPopConfigs.IncidentScreenPop)
{
if (isIncident && !IsMatched)
{
if (screenPopConfigs.CanOpenIncident == false)
{
if (Enum.TryParse <WorkspaceRecordType>(screenPopConfigs.IncidentDefaultWorkspace, out recordtype))
{
IsMatched = true;
RightNowGlobalContext.AutomationContext.CreateWorkspaceRecord(recordtype);
}
}
}
}
if (screenPopConfigs.VoiceScreenPop)
{
if (!isIncident && !isChat && !IsMatched)
{
if (screenPopConfigs.CanOpen == false)
{
if (Enum.TryParse <WorkspaceRecordType>(screenPopConfigs.DefaultWorkSpace, out recordtype))
{
IsMatched = true;
RightNowGlobalContext.AutomationContext.CreateWorkspaceRecord(recordtype);
}
}
}
}
Logger.Logger.Log.Info(string.Format("ScreenPopHandler: Inbound ScreenPop Address {0}", searchvalue));
}
else if ((interaction as ICall).CallType == CallType.Consult)
{
ScreenPopOptions aniscreenpop = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("TranPop", StringComparison.OrdinalIgnoreCase));
if (!IsMatched && aniscreenpop != null && (aniscreenpop.Description == "Y" || aniscreenpop.Description == "D"))
{
bool found = false; // SearchAndPop("Contact", "Phones.RawNumber", "any_phone", searchvalue);
//"organization", "orgs.org_id"
Entities searchval = SearchEntites("Contact", "Phones.RawNumber", SEARCH_EXPRESSION["contact"].ToString(), searchvalue);
//Entities searchval = SearchEntites("organization", "organization.org_id", SEARCH_EXPRESSION["organization"].ToString(), searchvalue);
if (searchval.IDs.Count > 0)
{
Entities dup = UUIs.FirstOrDefault(p => p.Entity.Equals(searchval.Entity, StringComparison.OrdinalIgnoreCase));
if (dup != null)
{
searchval.IDs.ToList().ForEach(x => dup.IDs.Add(x.ToString()));
}
else
{
UUIs.Add(searchval);
}
found = true;
}
if (!IsMatched && found)
{
IsMatched = found;
}
}
if (!(screenPopConfigs.CanOpen) && !IsMatched && (aniscreenpop.Description == "Y" || aniscreenpop.Description == "D"))
{
WorkspaceRecordType recordtype;
if (Enum.TryParse <WorkspaceRecordType>(screenPopConfigs.DefaultWorkSpace, out recordtype))
{
IsMatched = true;
RightNowGlobalContext.AutomationContext.CreateWorkspaceRecord(recordtype);
}
}
Logger.Logger.Log.Info(string.Format("ScreenPopHandler: Consult ScreenPop Address {0} UUI = {1}", searchvalue, UUIvalue));
}
Open(UUIs);
UUIs.Clear();
}
}
catch (Exception ex)
{
Logger.Logger.Log.Error("ScreenPopHandler", ex);
}
}, null);
break;
case MediaType.Web:
case MediaType.Email:
RightNowGlobalContext.AutomationContext.EditWorkspaceRecord(WorkspaceRecordType.Incident, long.Parse(interaction.AdditionalIdentifiers["ReferenceId"]));
break;
default:
return;
}
}
public ScreenPopConfig GetAgentConfigurationByProfile(int profileId)
{
Logger.Logger.Log.DebugFormat("ScreenPopConfigModel <<< get-agent-configuration-by-profile. ProfileId:{0}", profileId);
try
{
ScreenPopConfig screepop = _screenConfigProvider.GetScreenPopConfigurationByProfile(profileId);
if (screepop.ScreenPopOptionsList == null)
{
screepop.ScreenPopOptionsList = new List <ScreenPopOptions>(DefaultSearchOptions.ToList());
}
else if (screepop.ScreenPopOptionsList != null && screepop.ScreenPopOptionsList.Where(p => p.Type == 0).Count() != DefaultSearchOptions.Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in DefaultSearchOptions)
{
ScreenPopOptions val = screepop.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 0 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
screepop.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 0);
tempdefault.ForEach((vap) => screepop.ScreenPopOptionsList.Add(vap));
}
if (screepop.ScreenPopOptionsList != null && screepop.ScreenPopOptionsList.Where(p => p.Type == 1).GroupBy(p => new { p.Type, p.Name }).Count() != screepop.ScreenPopOptionsList.Where(p => p.Type == 1).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in screepop.ScreenPopOptionsList.Where(item => item.Type == 1))
{
ScreenPopOptions val = screepop.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 1 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
screepop.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 1);
tempdefault.ForEach((vap) => screepop.ScreenPopOptionsList.Add(vap));
}
if (screepop.ScreenPopOptionsList != null && screepop.ScreenPopOptionsList.Where(p => p.Type == 2).GroupBy(p => new { p.Type, p.Name }).Count() != screepop.ScreenPopOptionsList.Where(p => p.Type == 2).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in screepop.ScreenPopOptionsList.Where(p => p.Type == 2))
{
ScreenPopOptions val = screepop.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 2 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
screepop.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 2);
tempdefault.ForEach((vap) => screepop.ScreenPopOptionsList.Add(vap));
}
if (screepop.ScreenPopOptionsList != null && screepop.ScreenPopOptionsList.Where(p => p.Type == 3).GroupBy(p => new { p.Type, p.Name }).Count() != screepop.ScreenPopOptionsList.Where(p => p.Type == 3).Count())
{
List <ScreenPopOptions> tempdefault = new List <ScreenPopOptions>();
foreach (ScreenPopOptions pop in screepop.ScreenPopOptionsList.Where(p => p.Type == 3))
{
ScreenPopOptions val = screepop.ScreenPopOptionsList.FirstOrDefault(item => item.Type == 3 && item.Name == pop.Name);
if (val == null)
{
tempdefault.Add(pop);
}
else if (!tempdefault.Contains(val))
{
tempdefault.Add(val);
}
}
screepop.ScreenPopOptionsList.RemoveAll(rem => rem.Type == 3);
tempdefault.ForEach((vap) => screepop.ScreenPopOptionsList.Add(vap));
}
return(screepop);
}
catch (Exception ex)
{
Logger.Logger.Log.Error("ScreenPopConfigModel <<< get-agent-configuration failed.", ex);
return(null);
}
}
public static MediaType cIInfoType(IInteraction interaction)
{
MediaType cInfoState = MediaType.Voice;
try
{
//IInteraction cIInteraction = InteractionProvider.Interactions.FirstOrDefault(p => p.CallId == callIdNode.Value);
if (interaction != null)
{
ScreenPopConfig screenPopConfigs = interaction.ScreenPopConfiguration;
if (screenPopConfigs.CanScreenPop)
{
string UUIValue = interaction.InteractionData["UUI"];
ScreenPopOptions UUIstart = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("UUIStart", StringComparison.OrdinalIgnoreCase));
string start = UUIstart == null ? ";" : UUIstart.Description;
ScreenPopOptions UUIstop = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("UUIStop", StringComparison.OrdinalIgnoreCase));
string stop = UUIstop == null ? ":" : UUIstop.Description;
ScreenPopOptions UUIsep = screenPopConfigs.ScreenPopOptionsList.SingleOrDefault(p => p.Type == 0 && p.Name.Equals("UUISep", StringComparison.OrdinalIgnoreCase));
char seperator = UUIsep == null ? '!' : UUIsep.Description.ToCharArray()[0];
int startindex = UUIValue.IndexOf(start, 0) + 1;
int lastindex = UUIValue.LastIndexOf(stop) == -1 ? UUIValue.Length : UUIValue.LastIndexOf(stop);
int len = lastindex - startindex;
string[] uui = UUIValue.Substring(startindex, len).Split(seperator);
Regex chatIncidentRegex = new Regex("^UUI[1-2]", RegexOptions.IgnoreCase);
List <ScreenPopOptions> cINotification = screenPopConfigs.ScreenPopOptionsList.Where(p => p.Type == 0 && chatIncidentRegex.Matches(p.Name).Count > 0).ToList();
try
{
if (uui.Length > 1)
{
Logger.Logger.Log.Debug(String.Format("AnswerHangupImage cINotifiction Details: {0} {1}: UUI Details: {2} {3} ", cINotification[0].Description, cINotification[1].Description, uui[0], uui[1]));
if ((uui[0] == cINotification[0].Description || uui[1] == cINotification[0].Description) && (cINotification[0].Description != null && cINotification[0].Description != ""))
{
cInfoState = MediaType.Chat;
}
else if (uui[0] == cINotification[1].Description || uui[1] == cINotification[1].Description && (cINotification[1].Description != null && cINotification[1].Description != ""))
{
cInfoState = MediaType.Incident;
}
}
else if (uui.Length == 1)
{
if (uui[0] == cINotification[0].Description && (cINotification[0].Description != null && cINotification[0].Description != ""))
{
cInfoState = MediaType.Chat;
}
else if (uui[0] == cINotification[1].Description && (cINotification[1].Description != null && cINotification[1].Description != ""))
{
cInfoState = MediaType.Incident;
}
}
}
catch (NullReferenceException ex)
{
Logger.Logger.Log.Error("Interaction null reference." + ex);
}
}
}
}
catch (Exception ex)
{
Logger.Logger.Log.Debug("Interaction was null" + ex);
}
return(cInfoState);
}
