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Added In-Group Third agent alert trigger settings

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git-svn-id: svn://192.168.202.10@3750 3d104415-ff17-0410-8863-d5cf3c621b8a
This commit is contained in:
mattf
2023-08-11 02:49:22 +00:00
parent 33389fad07
commit 0eeda66515
6 changed files with 225 additions and 18 deletions
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agc_2-X/trunk/UPGRADE
+3 -2
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@@ -803,8 +803,9 @@ OTHER CHANGES:
225. Added List Weekday Resets, allowing for automatic list resets scheduled by
day-of-the-week on a per-list basis.
226. Added Second Agent Alert Trigger In-Group settings, allowing for a second
audio alert to be played to the agent on repeat calls.
226. Added Second and Third Agent Alert Trigger In-Group settings, allowing for
a second and/or third audio alert to be played to the agent on repeat
calls.
227. Added VIDPROMPTSPECIAL Call Menu Handle Methods when sending calls to
In-Groups. Allows for list-based In-Group routing based on settings in
agc_2-X/trunk/agi/agi-VDAD_ALL_inbound.agi
+104 -3
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@@ -255,6 +255,7 @@
# 230523-0824 - Added User inbound_credits feature
# 230606-2231 - Added second_alert_trigger features
# 230612-2044 - Added second_alert_container, second_alert_only and second_alert_trigger TIMEOUT options
# 230810-2006 - Added third_alert_trigger features
#
$script = 'agi-VDAD_ALL_inbound.agi';
@@ -882,7 +883,7 @@ $affected_rows = $dbhA->do($stmtA);
### Grab inbound groups values from the database
$cbc=0;
$stmtA = "SELECT call_time_id,after_hours_action,after_hours_message_filename,after_hours_exten,after_hours_voicemail,welcome_message_filename,moh_context,onhold_prompt_filename,prompt_interval,agent_alert_exten,agent_alert_delay,drop_call_seconds,drop_action,drop_exten,next_agent_call,voicemail_ext,queue_priority,drop_inbound_group,afterhours_xfer_group,play_place_in_line,play_estimate_hold_time,hold_time_option,hold_time_option_seconds,hold_time_option_exten,hold_time_option_voicemail,hold_time_option_xfer_group,hold_time_option_callback_filename,hold_time_option_callback_list_id,hold_recall_xfer_group,no_delay_call_route,play_welcome_message,no_agent_no_queue,no_agent_action,no_agent_action_value,extension_appended_cidname,uniqueid_status_display,uniqueid_status_prefix,hold_time_option_minimum,hold_time_option_press_filename,hold_time_option_callmenu,onhold_prompt_no_block,onhold_prompt_seconds,hold_time_option_no_block,hold_time_option_prompt_seconds,hold_time_second_option,hold_time_third_option,wait_hold_option_priority,wait_time_option,wait_time_second_option,wait_time_third_option,wait_time_option_seconds,wait_time_option_exten,wait_time_option_voicemail,wait_time_option_xfer_group,wait_time_option_callmenu,wait_time_option_callback_filename,wait_time_option_callback_list_id,wait_time_option_press_filename,wait_time_option_no_block,wait_time_option_prompt_seconds,active,calculate_estimated_hold_seconds,add_lead_url,eht_minimum_prompt_filename,eht_minimum_prompt_no_block,eht_minimum_prompt_seconds,on_hook_ring_time,ingroup_recording_override,ingroup_rec_filename,on_hook_cid,action_xfer_cid,drop_callmenu,after_hours_callmenu,max_calls_method,max_calls_count,max_calls_action,populate_lead_ingroup,na_call_url,drop_lead_reset,after_hours_lead_reset,nanq_lead_reset,wait_time_lead_reset,hold_time_lead_reset,routing_initiated_recordings,on_hook_cid_number,populate_lead_province,areacode_filter,areacode_filter_seconds,areacode_filter_action,areacode_filter_action_value,populate_state_areacode,inbound_survey,inbound_survey_filename,inbound_survey_accept_digit,closing_time_action,closing_time_now_trigger,closing_time_filename,closing_time_end_filename,closing_time_lead_reset,closing_time_option_exten,closing_time_option_callmenu,closing_time_option_voicemail,closing_time_option_xfer_group,closing_time_option_callback_list_id,add_lead_timezone,populate_lead_source,populate_lead_vendor,enter_ingroup_url,cid_cb_confirm_number,cid_cb_invalid_filter_phone_group,cid_cb_valid_length,cid_cb_valid_filename,cid_cb_confirmed_filename,cid_cb_enter_filename,cid_cb_you_entered_filename,cid_cb_press_to_confirm_filename,cid_cb_invalid_filename,cid_cb_reenter_filename,cid_cb_error_filename,place_in_line_caller_number_filename,place_in_line_you_next_filename,answer_signal,no_agent_delay,agent_search_method,populate_lead_comments,drop_call_seconds_override,populate_lead_owner,in_queue_nanque,in_queue_nanque_exceptions,second_alert_trigger,second_alert_trigger_seconds,second_alert_filename,second_alert_delay,second_alert_container,second_alert_only FROM vicidial_inbound_groups where group_id = '$channel_group';";
$stmtA = "SELECT call_time_id,after_hours_action,after_hours_message_filename,after_hours_exten,after_hours_voicemail,welcome_message_filename,moh_context,onhold_prompt_filename,prompt_interval,agent_alert_exten,agent_alert_delay,drop_call_seconds,drop_action,drop_exten,next_agent_call,voicemail_ext,queue_priority,drop_inbound_group,afterhours_xfer_group,play_place_in_line,play_estimate_hold_time,hold_time_option,hold_time_option_seconds,hold_time_option_exten,hold_time_option_voicemail,hold_time_option_xfer_group,hold_time_option_callback_filename,hold_time_option_callback_list_id,hold_recall_xfer_group,no_delay_call_route,play_welcome_message,no_agent_no_queue,no_agent_action,no_agent_action_value,extension_appended_cidname,uniqueid_status_display,uniqueid_status_prefix,hold_time_option_minimum,hold_time_option_press_filename,hold_time_option_callmenu,onhold_prompt_no_block,onhold_prompt_seconds,hold_time_option_no_block,hold_time_option_prompt_seconds,hold_time_second_option,hold_time_third_option,wait_hold_option_priority,wait_time_option,wait_time_second_option,wait_time_third_option,wait_time_option_seconds,wait_time_option_exten,wait_time_option_voicemail,wait_time_option_xfer_group,wait_time_option_callmenu,wait_time_option_callback_filename,wait_time_option_callback_list_id,wait_time_option_press_filename,wait_time_option_no_block,wait_time_option_prompt_seconds,active,calculate_estimated_hold_seconds,add_lead_url,eht_minimum_prompt_filename,eht_minimum_prompt_no_block,eht_minimum_prompt_seconds,on_hook_ring_time,ingroup_recording_override,ingroup_rec_filename,on_hook_cid,action_xfer_cid,drop_callmenu,after_hours_callmenu,max_calls_method,max_calls_count,max_calls_action,populate_lead_ingroup,na_call_url,drop_lead_reset,after_hours_lead_reset,nanq_lead_reset,wait_time_lead_reset,hold_time_lead_reset,routing_initiated_recordings,on_hook_cid_number,populate_lead_province,areacode_filter,areacode_filter_seconds,areacode_filter_action,areacode_filter_action_value,populate_state_areacode,inbound_survey,inbound_survey_filename,inbound_survey_accept_digit,closing_time_action,closing_time_now_trigger,closing_time_filename,closing_time_end_filename,closing_time_lead_reset,closing_time_option_exten,closing_time_option_callmenu,closing_time_option_voicemail,closing_time_option_xfer_group,closing_time_option_callback_list_id,add_lead_timezone,populate_lead_source,populate_lead_vendor,enter_ingroup_url,cid_cb_confirm_number,cid_cb_invalid_filter_phone_group,cid_cb_valid_length,cid_cb_valid_filename,cid_cb_confirmed_filename,cid_cb_enter_filename,cid_cb_you_entered_filename,cid_cb_press_to_confirm_filename,cid_cb_invalid_filename,cid_cb_reenter_filename,cid_cb_error_filename,place_in_line_caller_number_filename,place_in_line_you_next_filename,answer_signal,no_agent_delay,agent_search_method,populate_lead_comments,drop_call_seconds_override,populate_lead_owner,in_queue_nanque,in_queue_nanque_exceptions,second_alert_trigger,second_alert_trigger_seconds,second_alert_filename,second_alert_delay,second_alert_container,second_alert_only,third_alert_trigger,third_alert_trigger_seconds,third_alert_filename,third_alert_delay,third_alert_container,third_alert_only FROM vicidial_inbound_groups where group_id = '$channel_group';";
$sthA = $dbhA->prepare($stmtA) or die "preparing: ",$dbhA->errstr;
$sthA->execute or die "executing: $stmtA ", $dbhA->errstr;
$sthArows=$sthA->rows;
@@ -1032,6 +1033,12 @@ if ($sthArows > 0)
$second_alert_delay = $aryA[132];
$second_alert_container = $aryA[133];
$second_alert_only = $aryA[134];
$third_alert_trigger = $aryA[135];
$third_alert_trigger_seconds = $aryA[136];
$third_alert_filename = $aryA[137];
$third_alert_delay = $aryA[138];
$third_alert_container = $aryA[139];
$third_alert_only = $aryA[140];
if ( (length($place_in_line_caller_number_filename) < 1) || ($place_in_line_caller_number_filename =~ /^NULL$/i) )
{$place_in_line_caller_number_filename='queue-thereare';}
@@ -3868,6 +3875,7 @@ while ( ($drop_timer <= $DROP_TIME) && ($wait_in_queue > 0) && ($MCdrop_override
### if second agent alert is not disabled, then trigger the alert and wait
$play_second_alert=0;
$disable_first_alert=0;
$disable_third_alert=0;
if ( ($second_alert_trigger =~ /PHONE|LEAD_ID/i) && (length($second_alert_filename)>0) && ($no_delay_call_route !~ /Y/i) && ($VDADextension !~ /^R\//) )
{
$second_alert_containerSQL="and campaign_id='$channel_group'";
@@ -3928,12 +3936,88 @@ while ( ($drop_timer <= $DROP_TIME) && ($wait_in_queue > 0) && ($MCdrop_override
{
$play_second_alert=1;
if ($second_alert_only =~ /ENABLED/i)
{$disable_first_alert=1;}
{
$disable_first_alert=1;
$disable_third_alert=1;
}
if ($AGILOG) {$agi_string = "-- VDCL 2nd agent alert triggered: |$play_second_alert|disable first alert: $disable_first_alert|"; &agi_output;}
}
}
### if third agent alert is not disabled, then trigger the alert and wait
$play_third_alert=0;
$disable_first_alert=0;
$disable_second_alert=0;
if ( ($third_alert_trigger =~ /PHONE|LEAD_ID/i) && (length($third_alert_filename)>0) && ($no_delay_call_route !~ /Y/i) && ($VDADextension !~ /^R\//) )
{
$third_alert_containerSQL="and campaign_id='$channel_group'";
if ( (length($third_alert_container)>0) && ($third_alert_container !~ /^DISABLED$/i) )
{
$third_alert_container_entry='';
$stmtA = "SELECT container_entry FROM vicidial_settings_containers where container_id='$third_alert_container';";
$sthA = $dbhA->prepare($stmtA) or die "preparing: ",$dbhA->errstr;
$sthA->execute or die "executing: $stmtA ", $dbhA->errstr;
$sthArows=$sthA->rows;
$dbhP=$dbhA; $mysql_count='02273'; $MEL_aff_rows=$sthArows; &mysql_error_logging;
if ($AGILOG) {$agi_string = "-- VDCL 3rd alert container: |$sthArows|$stmtA|"; &agi_output;}
if ($sthArows > 0)
{
@aryA = $sthA->fetchrow_array;
$third_alert_container_entry = $aryA[0];
$third_alert_container_entry =~ s/\n/','/gi;
$third_alert_container_entry =~ s/\r|\t| |''|,$|^,//gi;
$third_alert_container_entry =~ s/,,/,/gi;
$third_alert_container_entry =~ s/,''//gi;
$third_alert_container_entry =~ s/','$//gi;
if (length($third_alert_container_entry) > 0)
{$third_alert_containerSQL = "and campaign_id IN('$third_alert_container_entry')";}
}
$sthA->finish();
}
$VCL_count=0;
$third_alert_trigger_seconds =~ s/\D//gi;
if (length($third_alert_trigger_seconds) < 1) {$third_alert_trigger_seconds=0;}
$dropSQL='';
$drop_statuses='';
if ($third_alert_trigger =~ /TO|TIMEOUT/i) {$drop_statuses .= "TIMEOT|";}
if ($third_alert_trigger =~ /NQ/i) {$drop_statuses .= "NANQUE|IQNANQ|";}
if ($third_alert_trigger =~ /HT/i) {$drop_statuses .= "HOLDTO|";}
if ($third_alert_trigger =~ /WT/i) {$drop_statuses .= "WAITTO|";}
if (length($drop_statuses) > 1)
{
$drop_statuses =~ s/\|/','/gi;
$drop_statuses =~ s/','$//gi;
$dropSQL="and status IN('$drop_statuses')";
}
$searchSQL="lead_id='$insert_lead_id'";
if ($third_alert_trigger =~ /PHONE/i)
{$searchSQL="phone_number='$phone_number'";}
$stmtA = "SELECT count(*) FROM vicidial_closer_log where $searchSQL $third_alert_containerSQL and call_date >= NOW()-INTERVAL $third_alert_trigger_seconds SECOND $dropSQL;";
$sthA = $dbhA->prepare($stmtA) or die "preparing: ",$dbhA->errstr;
$sthA->execute or die "executing: $stmtA ", $dbhA->errstr;
$sthArowsMIC=$sthA->rows;
$dbhP=$dbhA; $mysql_count='02274'; $MEL_aff_rows=$sthArows; &mysql_error_logging;
if ($sthArowsMIC > 0)
{
@aryA = $sthA->fetchrow_array;
$VCL_count = $aryA[0];
}
if ($AGILOG) {$agi_string = "-- VDCL 3rd alert check: |$VCL_count|$stmtA|"; &agi_output;}
if ( ($VCL_count > 1) || ( (length($dropSQL) > 5) && ($VCL_count > 0) ) )
{
$play_third_alert=1;
if ($third_alert_only =~ /ENABLED/i)
{
$disable_first_alert=1;
$disable_second_alert=1;
}
if ($AGILOG) {$agi_string = "-- VDCL 3rd agent alert triggered: |$play_third_alert|disable first alert: $disable_first_alert|"; &agi_output;}
}
}
### if agent alert exten is not disabled, then trigger the alert and wait
if ( ($agent_alert_exten !~ /^X$/i) && (length($agent_alert_exten)>0) && ($no_delay_call_route !~ /Y/i) && ($VDADextension !~ /^R\//) && ($disable_first_alert < 1) )
{
@@ -3953,7 +4037,7 @@ while ( ($drop_timer <= $DROP_TIME) && ($wait_in_queue > 0) && ($MCdrop_override
# if second alert is to be played, play it now
if ($play_second_alert > 0)
if ( ($play_second_alert > 0) && ($disable_second_alert < 1) )
{
$VSqueryCID = "VS$CIDdate$VDADconf_exten";
$alertCIDstring = "\"$second_alert_filename\" <$second_alert_filename>";
@@ -3970,6 +4054,23 @@ while ( ($drop_timer <= $DROP_TIME) && ($wait_in_queue > 0) && ($MCdrop_override
}
# if third alert is to be played, play it now
if ( ($play_third_alert > 0) && ($disable_third_alert < 1) )
{
$VSqueryCID = "VS$CIDdate$VDADconf_exten";
$alertCIDstring = "\"$third_alert_filename\" <$third_alert_filename>";
### insert a NEW record to the vicidial_manager table to play the alert message to the agent
$stmtA = "INSERT INTO vicidial_manager values('','','$SQLdate','NEW','N','$VDADserver_ip','','Originate','$VSqueryCID','Exten: 83047777777777','Context: vicidial-auto','Channel: Local/$alertVDADremDIALstr$at$ext_context','Priority: 1','Callerid: $alertCIDstring','Timeout: 10','','','','')";
$affected_rows = $dbhA->do($stmtA);
$dbhP=$dbhA; $mysql_count='02275'; $MEL_aff_rows=$affected_rows; &mysql_error_logging;
if ($AGILOG) {$agi_string = "-- VDCL 2nd agent alert: |$VCL_count|$VSqueryCID|$alertVDADremDIALstr|$agent_alert_exten|$alertCIDstring|$channel|insert to vicidial_manager"; &agi_output;}
$third_alert_delay =~ s/\D//gi;
if (length($third_alert_delay) < 1) {$third_alert_delay=1;}
usleep(1 * $third_alert_delay * 1000);
}
if ($AGILOG) {$agi_string = "exiting VDAD app, transferring call to $VDADremDIALstr"; &agi_output;}
agc_2-X/trunk/extras/MySQL_AST_CREATE_tables.sql
+8 -2
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@@ -1437,7 +1437,13 @@ second_alert_trigger_seconds INT(6) default '600',
second_alert_filename VARCHAR(100) default '',
second_alert_delay INT(6) default '1000',
second_alert_container VARCHAR(40) default 'DISABLED',
second_alert_only VARCHAR(40) default 'DISABLED'
second_alert_only VARCHAR(40) default 'DISABLED',
third_alert_trigger VARCHAR(20) default 'DISABLED',
third_alert_trigger_seconds INT(6) default '600',
third_alert_filename VARCHAR(100) default '',
third_alert_delay INT(6) default '1000',
third_alert_container VARCHAR(40) default 'DISABLED',
third_alert_only VARCHAR(40) default 'DISABLED';
) ENGINE=MyISAM;
CREATE TABLE vicidial_stations (
@@ -5429,4 +5435,4 @@ INSERT INTO `wallboard_reports` VALUES ('AGENTS_AND_QUEUES','Agents and Queues',
UPDATE system_settings set vdc_agent_api_active='1';
UPDATE system_settings SET db_schema_version='1692',db_schema_update_date=NOW(),reload_timestamp=NOW();
UPDATE system_settings SET db_schema_version='1693',db_schema_update_date=NOW(),reload_timestamp=NOW();
agc_2-X/trunk/extras/upgrade_2.14.sql
+9
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@@ -2396,3 +2396,12 @@ UPDATE system_settings SET db_schema_version='1691',db_schema_update_date=NOW()
ALTER TABLE vicidial_campaigns ADD force_per_call_notes ENUM('DISABLED','ENABLED','5_CHARACTERS','15_CHARACTERS','30_CHARACTERS','100_CHARACTERS') default 'DISABLED';
UPDATE system_settings SET db_schema_version='1692',db_schema_update_date=NOW() where db_schema_version < 1692;
ALTER TABLE vicidial_inbound_groups ADD third_alert_trigger VARCHAR(20) default 'DISABLED';
ALTER TABLE vicidial_inbound_groups ADD third_alert_trigger_seconds INT(6) default '600';
ALTER TABLE vicidial_inbound_groups ADD third_alert_filename VARCHAR(100) default '';
ALTER TABLE vicidial_inbound_groups ADD third_alert_delay INT(6) default '1000';
ALTER TABLE vicidial_inbound_groups ADD third_alert_container VARCHAR(40) default 'DISABLED';
ALTER TABLE vicidial_inbound_groups ADD third_alert_only VARCHAR(40) default 'DISABLED';
UPDATE system_settings SET db_schema_version='1693',db_schema_update_date=NOW() where db_schema_version < 1693;
agc_2-X/trunk/www/vicidial/admin.php
+94 -10
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File diff suppressed because one or more lines are too long
agc_2-X/trunk/www/vicidial/help_documentation.txt
+7 -1
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@@ -1,4 +1,4 @@
# version: 20230810162001
# version: 20230810200701
users-user User ID <QXZ>This field is where you put the users ID number, can be up to 20 digits in length, Must be at least 2 characters in length. We strongly recommend not reusing user accounts for different users, for reporting accuracy. To disable a user account, set the Active option to -N-.</QXZ>
users-pass Password <QXZ>This field is where you put the users password. Must be at least 2 characters in length. Only letters and numbers are allowed in user passwords. A medium strength user password will be at least 10 characters in length, and a strong user password will be at least 20 characters in length and have letters as well as at least one number. It is recommended that you use a longer password if possible, stringing together several unrelated words with no spaces, and a number somewhere in the string. The maximum size of a password is 100 characters.</QXZ>
users-force_change_password Force Change Password <QXZ>If this option is set to Y then the user will be prompted to change their password the next time they log in to the administration webpage or the agent screen. Default is N.</QXZ>
@@ -638,6 +638,12 @@ inbound_groups-second_alert_filename Second Agent Alert Filename <QXZ>The second
inbound_groups-second_alert_delay Second Agent Alert Delay <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Second Agent Alert. Default is 1000.</QXZ>
ingroups-second_alert_container Second Agent Alert Container <QXZ>If set to something other than DISABLED, the selected INGROUP_LIST type of Settings Container will be used to search for a previous call in a list of In-Groups instead of just this In-Group. The Container should have one line per In-Group. Default is DISABLED.</QXZ>
inbound_groups-second_alert_only Second Agent Alert Only <QXZ>If enabled, and the second alert is to be played to the agent, this option will disabled the first agent alert. Default is DISABLED.</QXZ>
inbound_groups-third_alert_trigger Third Agent Alert Trigger <QXZ>If enabled, this feature will play an audio alert if the trigger conditions are met. The PHONE option will check for a previous phone call from the same customer phone number being handled in this In-Group within a specified recent timeframe, defined by the Third Agent Alert Trigger Seconds setting below. The LEAD_ID option will check for a previous phone call by the same specific customer lead being handled in this In-Group within a specified recent timeframe. If the option has TO in it, then only calls that reached the end of their Drop Seconds timeout will be counted for the trigger. If the option has NQ in it, then calls that were handled No-Agent-No-Queue will also be counted for the trigger. Default is DISABLED.</QXZ>
inbound_groups-third_alert_trigger_seconds Third Agent Alert Trigger Seconds <QXZ>If the Third Agent Alert Trigger option above is enabled, this is the number of seconds into the past that the logs will be checked for a previous call. Default is 600 seconds, which is 10 minutes.</QXZ>
inbound_groups-third_alert_filename Third Agent Alert Filename <QXZ>The third audio file to play to an agent to announce that a call is coming to the agent. default is empty.</QXZ>
inbound_groups-third_alert_delay Third Agent Alert Delay <QXZ>The length of time in milliseconds to wait before sending the call to the agent after playing the on Third Agent Alert. Default is 1000.</QXZ>
ingroups-third_alert_container Third Agent Alert Container <QXZ>If set to something other than DISABLED, the selected INGROUP_LIST type of Settings Container will be used to search for a previous call in a list of In-Groups instead of just this In-Group. The Container should have one line per In-Group. Default is DISABLED.</QXZ>
inbound_groups-third_alert_only Third Agent Alert Only <QXZ>If enabled, and the third alert is to be played to the agent, this option will disabled the first agent alert. Default is DISABLED.</QXZ>
inbound_groups-default_xfer_group Default Transfer Group <QXZ>This field is the default In-Group that will be automatically selected when the agent goes to the transfer-conference frame in their agent interface.</QXZ>
inbound_groups-ingroup_recording_override In-Group Recording Override <QXZ>This field allows for the overriding of the campaign call recording setting. This setting can be overridden by the user recording override setting. DISABLED will not override the campaign recording setting. NEVER will disable recording on the client. ONDEMAND is the default and allows the agent to start and stop recording as needed. ALLCALLS will start recording on the client whenever a call is sent to an agent. ALLFORCE will start recording on the client whenever a call is sent to an agent giving the agent no option to stop recording.</QXZ>
inbound_groups-routing_initiated_recordings Routing Initiated Recording <QXZ>This option, if enabled, allows you to have the call routing script for Inbound calls trigger the agent call recording instead of the agent screen. This option will only work if the recording option is set to ALLCALLS or ALLFORCE. This will not work with inbound on-hook agents. Default is N for disabled.</QXZ>