//Auto Provisioning
private void OnNewPortalFound(object sender, ApplicationEndpointSettingsDiscoveredEventArgs args)
{
string entityUri = args.ApplicationEndpointSettings.OwnerUri;
// The endpoint created is not a matchmaker, verify the endpoint created has been provisioned as an Acdportal
_configuration.PortalConfigurations.ForEach(delegate(AcdPortalConfiguration pConfig)
{
if (SipUriCompare.Equals(entityUri, pConfig.Uri))
{
lock (_syncRoot)
{
if (_acdPlatformState < AcdPlatformState.Terminating)
{
AcdPortal portal = new AcdPortal(this, pConfig, args.ApplicationEndpointSettings);
_portals.Add(portal);
_logger.Log(String.Format("AcdPlatform Added AcdPortal {0} to the cache ", entityUri));
portal.BeginStartUp(this.OnPortalStartUpComplete, portal);
_logger.Log(String.Format("AcdPlatform Starting AcdPortal {0}", entityUri));
}
}
return;
}
});
}
private void HandleIncomingInstantMessagingCalls(object sender, CallReceivedEventArgs <InstantMessagingCall> args)
{
if (_matchMakerState == MatchMakerState.Started)
{
AcdSupervisorSession supervisorSession = null;
Configuration.Supervisors.ForEach(sup =>
{
if (SipUriCompare.Equals(sup.SignInAddress, args.RemoteParticipant.Uri))
{
supervisorSession = new AcdSupervisorSession(this, sup, _logger);
supervisorSession.StateChanged += this.OnSupervisorSessionStateChanged;
lock (_syncRoot)
{
_sessions.Add(supervisorSession);
}
supervisorSession.HandleSupervisorInitialCall(args.Call);
return;
}
});
if (null == supervisorSession)
{
args.Call.Decline();
}
}
else
{
args.Call.Decline();
}
}
private void OnAnonymousSubscriberUriChanged(object sender, AcdPlatformAnonymousSubscriberUriChangedEventArgs args)
{
if (!SipUriCompare.Equals(args.AnonymousSubscriberUri, _anonymousSubscriberUri))
{
lock (_syncRoot)
{
this.UpdatePresenceRelationshipWithAnonymousSubsriber(args.AnonymousSubscriberUri, _anonymousSubscriberUri);
_anonymousSubscriberUri = args.AnonymousSubscriberUri;
}
}
}
/// <summary>
/// LookupAgent returns the Agent corresponding to the SIP URI supplied in parameter
/// </summary>
/// <param name="sipUri"> SIP URI of the Agent </param>
/// <returns></returns>
internal Agent LookupAgent(string sipUri)
{
// Enumerate all the agents and attempt to find a match.
foreach (Agent agent in _configuration.Agents)
{
if (SipUriCompare.Equals(sipUri, agent.SignInAddress))
{
return(agent);
}
}
return(null);
}
public override bool Equals(object obj)
{
Agent agent = obj as Agent;
if (agent == null)
{
return(false);
}
if (!SipUriCompare.Equals(this.SignInAddress, agent.SignInAddress))
{
return(false);
}
return(true);
}
private void OnMatchMakerFound(object sender, ApplicationEndpointSettingsDiscoveredEventArgs args)
{
string entityUri = args.ApplicationEndpointSettings.OwnerUri;
if (SipUriCompare.Equals(entityUri, _acdPlatform._matchMakerConfiguration.Uri))
{
_acdPlatform._logger.Log(String.Format("AcdPlatform new AcdAgentMatchMaker found for contact uri {0}, display name {1}", entityUri, args.ApplicationEndpointSettings.OwnerDisplayName));
if (_acdPlatform._acdPlatformState != AcdPlatformState.Terminating &&
_acdPlatform._acdPlatformState != AcdPlatformState.Terminated)
{
_acdPlatform._matchMaker = new AcdAgentMatchMaker(_acdPlatform, _acdPlatform._matchMakerConfiguration, args.ApplicationEndpointSettings, _acdPlatform._logger);
_acdPlatform._matchMaker.BeginStartup(this.OnMatchMakerStartUpComplete, _acdPlatform._matchMaker);
}
}
}
internal bool AuthorizeParticipant(string participantUri)
{
SipUriParser parser;
if (SipUriParser.TryParse(participantUri, out parser))
{
lock (_syncRoot)
{
_listOfAuthorizedParticipants.Add(participantUri);
}
List <ConversationParticipant> listOfLobbyParticipants = new List <ConversationParticipant>(_conversation.GetLobbyParticipants());
listOfLobbyParticipants.ForEach(cp => {
if (SipUriCompare.Equals(cp.Uri, participantUri))
{
try
{
_conversation.ConferenceSession.LobbyManager.BeginAdmitLobbyParticipants(new List <ConversationParticipant>()
{
cp
},
ar =>
{
LobbyManager lobbyMgr = ar.AsyncState as LobbyManager;
try
{
lobbyMgr.EndAdmitLobbyParticipants(ar);
}
catch (RealTimeException rtex)
{
_logger.Log("AcdConferenceServices failed to end admit a participant in the lobby", rtex);
}
},
_conversation.ConferenceSession.LobbyManager);
}
catch (InvalidOperationException ivoex)
{
_logger.Log("AcdConferenceServicesAnchor failed to begin admit a participant in the lobby", ivoex);
}
}
});
return(true);
}
return(false);
}
private void InitializeAgentTracking()
{
//Populate a list of agents assigned to Supervisor
_matchMaker.Configuration.Agents.ForEach(agent =>
{
if (SipUriCompare.Equals(agent.SupervisorUri, this._supervisor.SignInAddress))
{
_listOfTrackedAgents.Add(agent);
}
});
//send the initial activity status to the Supervisor
this.SendFullAgentActivityStatus();
//Fire a timer to send the agent activity deltas
_tmrItem = new TimerItem(_wheel, new TimeSpan(0, 0, 0, AgentActivityRefreshPollingValue));
_tmrItem.Expired += RefreshAgentActivity;
_tmrItem.Start();
}
private void ProcessPendingParticipants(Object sender, LobbyParticipantAttendanceChangedEventArgs args)
{
List <ConversationParticipant> listOfLobbyParticipants = new List <ConversationParticipant>(args.Added);
listOfLobbyParticipants.ForEach(cp =>
{
lock (_syncRoot)
{
_listOfAuthorizedParticipants.ForEach(ap =>
{
if (SipUriCompare.Equals(ap, cp.Uri))
{
try
{
_conversation.ConferenceSession.LobbyManager.BeginAdmitLobbyParticipants(new List <ConversationParticipant>()
{
cp
},
ar =>
{
LobbyManager lobbyMgr = ar.AsyncState as LobbyManager;
try
{
lobbyMgr.EndAdmitLobbyParticipants(ar);
}
catch (RealTimeException rtex)
{
this._logger.Log("AdmitLobbyParticipant failed", rtex);
}
},
_conversation.ConferenceSession.LobbyManager);
}
catch (InvalidOperationException ivo)
{
this._logger.Log("AdmitLobbyParticipant failed", ivo);
}
}
});
}
});
}
internal bool ElevateToPresenter(string participantUri)
{
SipUriParser parser;
if (SipUriParser.TryParse(participantUri, out parser))
{
lock (_syncRoot)
{
_listOfPresenters.Add(participantUri);
}
List <ConversationParticipant> listOfParticipants = new List <ConversationParticipant>(_conversation.RemoteParticipants);
listOfParticipants.ForEach(cp =>
{
if (SipUriCompare.Equals(cp.Uri, participantUri))
{
if (cp.Role != ConferencingRole.Leader)
{
_conversation.ConferenceSession.BeginModifyRole(cp,
ConferencingRole.Leader,
mr =>
{
try
{
_conversation.ConferenceSession.EndModifyRole(mr);
}
catch (RealTimeException rtex)
{
this._logger.Log("ModifyRole failed", rtex);
}
},
null);
}
}
});
return(true);
}
return(false);
}
private void ProcessAllowedParticipants(Object sender, ParticipantAttendanceChangedEventArgs args)
{
List <ConversationParticipant> listOfParticipants = new List <ConversationParticipant>(args.Added);
listOfParticipants.ForEach(cp => {
lock (_syncRoot)
{
_listOfPresenters.ForEach(p =>
{
if (SipUriCompare.Equals(p, cp.Uri))
{
if (cp.Role != ConferencingRole.Leader)
{
try
{
_conversation.ConferenceSession.BeginModifyRole(cp,
ConferencingRole.Leader,
mr =>
{
try
{
_conversation.ConferenceSession.EndModifyRole(mr);
}
catch (RealTimeException rtex)
{
this._logger.Log("ModifyRole failed", rtex);
}
},
null);
}
catch (InvalidOperationException ivoex)
{
_logger.Log("ModifyRole failed", ivoex);
}
}
}
});
}
});
}
private void ProcessSupervisorControlChannelRequestReceived(object sender, ContextChannelRequestReceivedEventArgs args)
{
_logger.Log("RECEIVED REQUEST: AcdSupervisorSession received the following request: " + args.RequestType);
switch (args.RequestType)
{
case ContextChannelRequestType.StartMonitoring:
MonitoringRequest startMonitoringRequest = args.Request as MonitoringRequest;
Agent agentToMonitor = null;
foreach (Agent agent in _matchMaker.Configuration.Agents)
{
if (SipUriCompare.Equals(agent.SignInAddress, startMonitoringRequest.MonitoringChannel.Uri.ToString()))
{
agentToMonitor = agent;
break;
}
}
if (null == agentToMonitor)
{
_logger.Log("AcdSupervisorSession could not find the agent to monitor.");
args.Request.SendResponse("failure");
return;
}
if (agentToMonitor.IsAllocated == false)
{
_logger.Log(String.Format("AcdSupervisorSession detected that the agent to monitor was deallocated {0}", agentToMonitor.SignInAddress));
args.Request.SendResponse("failure");
return;
}
if (_state == SupervisorSessionState.AgentMonitoring)
{
_monitoringSession.BeginShutDown(sd =>
{
_monitoringSession.EndShutDown(sd);
_monitoringSession = null;
args.Request.SendResponse("Success");
this.UpdateState(SupervisorSessionState.GeneralAgentActivityTracking);
try
{
this.BeginStartMonitoringSession(startMonitoringRequest.MonitoringChannel,
agentToMonitor,
sms =>
{
try
{
this.EndStartMonitoringSession(sms);
args.Request.SendResponse("success");
this.UpdateState(SupervisorSessionState.AgentMonitoring);
return;
}
catch (RealTimeException rtex)
{
_logger.Log("AcdSupervisorSession fails to end start the monitoring session", rtex);
args.Request.SendResponse("failure");
this.UpdateState(SupervisorSessionState.GeneralAgentActivityTracking);
return;
}
},
null);
}
catch (InvalidOperationException ivoex)
{
_logger.Log("AcdSupervisorSession fails to begin start the monitoring session", ivoex);
args.Request.SendResponse("failure");
this.UpdateState(SupervisorSessionState.GeneralAgentActivityTracking);
return;
}
},
null);
return;
}
try
{
this.BeginStartMonitoringSession(startMonitoringRequest.MonitoringChannel,
agentToMonitor,
sms =>
{
try
{
this.EndStartMonitoringSession(sms);
args.Request.SendResponse("success");
lock (_syncRoot)
{
if (_state == SupervisorSessionState.JoiningCustomerSession)
{
this.UpdateState(SupervisorSessionState.AgentMonitoring);
}
}
}
catch (RealTimeException rtex)
{
_logger.Log("AcdSupervisorSession fails to end start the monitoring session", rtex);
args.Request.SendResponse("failure");
this.UpdateState(SupervisorSessionState.GeneralAgentActivityTracking);
}
},
null);
}
catch (InvalidOperationException ivoex)
{
_logger.Log("AcdSupervisorSession fails to begin start the monitoring session", ivoex);
args.Request.SendResponse("failure");
this.UpdateState(SupervisorSessionState.GeneralAgentActivityTracking);
}
break;
case ContextChannelRequestType.StopMonitoring:
if (_state != SupervisorSessionState.AgentMonitoring)
{
_logger.Log("AcdSupervisorSession fails to stop monitoring the session as the supervisorsession is in an invalid state");
args.Request.SendResponse("Failure");
}
else
{
_monitoringSession.BeginShutDown(sd =>
{
_monitoringSession.EndShutDown(sd);
_monitoringSession = null;
args.Request.SendResponse("Success");
this.UpdateState(SupervisorSessionState.GeneralAgentActivityTracking);
},
null);
}
break;
default:
_logger.Log("AcdSupervisorSession received a non-supported command");
args.Request.SendResponse("Failure");
break;
}
}
/// <summary>
/// Parses the configuration file
/// </summary>
/// <param name="configXMLDoc"></param>
/// <returns>true if the configuration file could be parsed successfully, false otherwise</returns>
internal bool ProcessConfigurationFile(string configXMLDoc)
{
try
{
//Parse the config xml doc into an Xdocument
XDocument configDoc = XDocument.Parse(configXMLDoc);
//Use Linq to XML to get the platform
_configuration = (from platform in configDoc.Descendants("platform")
select new AcdPlatformConfiguration
{
ApplicationUserAgent = platform.Element("applicationUserAgent").Value,
ApplicationUrn = platform.Element("applicationUrn").Value,
PortalConfigurations = (from portal in platform.Element("portals").Descendants("portal")
select new AcdPortalConfiguration
{
Uri = portal.Element("uri").Value,
Token = portal.Element("token").Value,
VoiceXmlEnabled = (portal.Element("voiceXmlEnabled") != null && portal.Element("voiceXmlEnabled").Value.Equals("true")) ? true : false,
VoiceXmlPath = portal.Element("voiceXmlPath") != null ? portal.Element("voiceXmlPath").Value : null,
WelcomeMessage = portal.Element("welcomeMessage").Value,
ContextualWelcomeMessage = portal.Element("contextualWelcomeMessage").Value,
ImBridgingMessage = portal.Element("imBridgingMessage").Value,
ImPleaseHoldMessage = portal.Element("imPleaseHoldMessage").Value,
FinalMessage = portal.Element("finalMessage").Value,
TimeOutNoAgentAvailableMessage = portal.Element("timeOutNoAgentAvailableMessage").Value,
Skills = (from skill in portal.Element("portalSkills").Descendants("portalSkill").Attributes()
select(string) skill.Value).ToList <string>()
}).ToList()
}).First();
//Retrieve the matchmaker configuration
_matchMakerConfiguration =
(from matchMaker in configDoc.Element("platform").Descendants("matchMaker")
select new AcdAgentMatchMakerConfiguration
{
MaxWaitTimeOut = int.Parse(matchMaker.Element("maxWaitTimeOut").Value),
Uri = matchMaker.Element("uri").Value,
AgentDashboardGuid = new Guid(matchMaker.Element("agentDashboardGuid").Value),
SupervisorDashboardGuid = new Guid(matchMaker.Element("supervisorDashboardGuid").Value),
FinalMessageToAgent = matchMaker.Element("agentPrompts").Element("finalMessageToAgent").Value,
OfferToAgentMainPrompt = matchMaker.Element("agentPrompts").Element("mainPrompt").Value,
OfferToAgentNoRecoPrompt = matchMaker.Element("agentPrompts").Element("noRecoPrompt").Value,
OfferToAgentSilencePrompt = matchMaker.Element("agentPrompts").Element("silencePrompt").Value,
MusicOnHoldFilePath = matchMaker.Element("musicOnHoldFilePath").Value,
AgentMatchMakingPrompt = matchMaker.Element("agentMatchMakingPrompt").Value,
FinalMessageToSupervisor = matchMaker.Element("supervisorPrompts").Element("finalMessageToSupervisor").Value,
SupervisorWelcomePrompt = matchMaker.Element("supervisorPrompts").Element("welcomePrompt").Value,
Skills = (from skill in matchMaker.Element("skills").Descendants("skill")
select new Skill()
{
Name = skill.Attribute("name").Value,
MainPrompt = skill.Element("mainPrompt").Value,
NoRecoPrompt = skill.Element("noRecoPrompt").Value,
SilencePrompt = skill.Element("silencePrompt").Value,
RecognizedSkillPrompt = skill.Element("skillRecognizedMainPrompt").Value,
Values = (from skillValue in skill.Descendants("skillValues").Elements()
select skillValue.Value).ToList()
}).ToList(),
}).First();
//add the supervisors.
_matchMakerConfiguration.Supervisors =
(from supervisor in configDoc.Descendants("supervisors").Elements("supervisor")
select new Supervisor()
{
SignInAddress = supervisor.Element("signInAddress").Value,
PublicName = supervisor.Element("publicName").Value,
InstantMessageColor = supervisor.Element("instantMessageColor").Value,
}).ToList();
//Add the agents. This must be done separately from the previous line since we need the skills
//from the matchMakerConfiguration object.
_matchMakerConfiguration.Agents =
(from agent in configDoc.Descendants("agents").Elements("agent")
select new Agent(_logger)
{
PublicName = agent.Element("publicName").Value,
SignInAddress = agent.Element("signInAddress").Value,
SupervisorUri = agent.Element("supervisorUri").Value,
InstantMessageColor = agent.Element("instantMessageColor").Value,
Skills = (from agentSkill in agent.Descendants("agentSkills").Elements()
select new AgentSkill(Skill.FindSkill(agentSkill.Attribute("name").Value,
_matchMakerConfiguration.Skills),
agentSkill.Value)).ToList(),
}).ToList();
//Assign agent to supervisor and vice versa
_matchMakerConfiguration.Agents.ForEach(agent =>
{
_matchMakerConfiguration.Supervisors.ForEach(sup =>
{
if (SipUriCompare.Equals(sup.SignInAddress, agent.SupervisorUri))
{
agent.Supervisor = sup;
sup.Agents.Add(agent);
}
});
});
return(true);
}
catch (Exception ex)
{
_logger.Log("AcdPlatform failed parsing the configuration file", ex);
return(false);
}
}