internal void AssignQueuedInteraction(SwitchInteraction interaction)
{
if (interaction == null)
{
return;
}
Func <Device, bool> predicate = null;
if (interaction.Type == InteractionType.Call)
{
predicate = d => (d.Agent.State == SwitchAgentState.Available || d.Agent.State == SwitchAgentState.Busy || d.Agent.State == SwitchAgentState.WrapUp) && !d.Agent.Interactions.Any(i => i.Type == InteractionType.Call);
}
else
{
predicate = d => d.Agent.State == SwitchAgentState.Available;
}
var device = Devices.Where(predicate)
.OrderBy(d => d.Agent.LastStateChange)
.FirstOrDefault();
if (device != null)
{
AssignInteraction(device, interaction);
}
}
public void AssignInteraction(Device device, SwitchInteraction interaction = null)
{
if (interaction == null)
{
Func <SwitchInteraction, bool> predicate = null;
if (device.Agent.Interactions.Any(i => i.Type == InteractionType.Call))
{
predicate = i => i.State == SwitchInteractionState.Queued && i.Type != InteractionType.Call;
}
else
{
predicate = i => i.State == SwitchInteractionState.Queued;
}
interaction = Interactions.Where(predicate)
.OrderBy(i => i.LastStateChange)
.FirstOrDefault();
}
if (interaction != null)
{
interaction.Agent = device.Agent;
device.Agent.Interactions.Add(interaction);
// Send the interaction
SendMessage(device, new InteractionMessage()
{
Interaction = interaction,
Action = InteractionMessageAction.Created
}, false);
interaction.State = interaction.Type == InteractionType.Call
? SwitchInteractionState.Offered
: SwitchInteractionState.Active;
SendMessage(device, new InteractionMessage {
Interaction = interaction,
Action = InteractionMessageAction.StateChanged
});
if (interaction.State == SwitchInteractionState.Active)
{
SendMessage(device, new AgentStateMessage {
AgentId = device.Agent.Id,
DeviceId = device.Id,
State = SwitchAgentState.HandlingInteraction,
});
}
}
}
public void QueueInteraction(SwitchInteraction interaction)
{
interaction.State = SwitchInteractionState.Queued;
Interactions.Add(interaction);
var message = new InteractionMessage {
Interaction = interaction,
Action = InteractionMessageAction.Queued
};
Parallel.ForEach(GlobalSubscribers, d => _messagingHandler.SendMessage(d, message));
AssignQueuedInteraction(interaction);
}
private void retrieveIncidents(object state)
{
IList <IncidentInfo> incidents = _objectProvider.GetPendingIncidents(_lastPollingTime);
foreach (var incident in incidents)
{
var interaction = new SwitchInteraction {
Id = Guid.NewGuid(),
LastStateChange = DateTime.Now,
Queue = incident.QueueName,
ReferenceId = incident.Id.ToString(),
SourceAddress = incident.ContactEmail,
Type = getInteractionType(incident.Channel)
};
Switch.QueueInteraction(interaction);
}
if (incidents.Count > 0)
{
_lastPollingTime = incidents.Max(i => i.LastUpdate).ToUniversalTime();
}
}
