409 lines
17 KiB
Perl
409 lines
17 KiB
Perl
#!/usr/bin/perl
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# default path to astguiclient configuration file:
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$PATHconf = '/etc/astguiclient.conf';
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# Copyright (C) 2019 Joe Johnson, Matt Florell <vicidial@gmail.com> LICENSE: AGPLv2
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#
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# VD_email_inbound.pl
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# This script is responsible for assigning transferred and new emails to
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# available agents. This is done by repeatedly checking for transferred emails
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# waiting to be assigned sorted by email group rank, then all new emails
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# waiting to be assigned, also sorted by email group rank. Then it checks
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# the vicidial_live_agents table for agents with READY or CLOSER status.
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#
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# As it cycles through the prioritized emails to assign, it takes the inbound group
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# each email belongs to, selects the agent it should be assigned to based on the
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# next_agent_call setting, and puts that lead in QUEUE, as well as putting the
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# chosen agent in a special MQUEUE status. Programming in other parts of Vicidial
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# will cause these emails to be displayed in the agent's interface.
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#
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# This script should be set up on ONLY ONE SERVER. You set it up using the "E"
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# keepalive option in the /etc/astguiclient.conf file on one of the servers in
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# your cluster.
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#
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# changes:
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# 121214-2303 - First Build
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# 180610-1812 - Added code to not allow XFER emails to go to user who transferred
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# 190216-0810 - Fix for user-group, email-group and campaign allowed/permissions matching issues
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# 191017-2043 - Added filtered routing options
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#
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if ($ARGV[0]=~/--help/)
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{
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print "VD_email_inbound.pl\n";
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print "\n";
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print "This script is responsible for assigning transferred and new emails to\n";
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print "available agents. This is done by repeatedly checking for transferred emails\n";
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print "waiting to be assigned sorted by email group rank, then all new emails\n";
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print "waiting to be assigned, also sorted by email group rank. Then it checks\n";
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print "the vicidial_live_agents table for agents with READY or CLOSER status.\n";
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print "\n";
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print "As it cycles through the prioritized emails to assign, it takes the inbound\n";
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print "group each email belongs to, selects the agent it should be assigned to based\n";
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print "on the next_agent_call setting, and puts that lead in QUEUE, as well as putting\n";
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print "the chosen agent in a special MQUEUE status. Programming in other parts of \n";
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print "Vicidial will cause these emails to be displayed in the agent's interface.\n";
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print "\n";
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print "This script should be set up on ONLY ONE SERVER. You set it up using the \"E\"\n";
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print "keepalive option in the /etc/astguiclient.conf file on one of the servers in\n";
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print "your cluster.\n";
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print "\n";
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print "Use the --debug variable when executing the script to have it print out the SQL\n";
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print "statements it is attempting to execute.\n";
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exit;
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}
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open(conf, "$PATHconf") || die "can't open $PATHconf: $!\n";
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@conf = <conf>;
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close(conf);
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$i=0;
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foreach(@conf)
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{
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$line = $conf[$i];
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$line =~ s/ |>|\n|\r|\t|\#.*|;.*//gi;
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if ( ($line =~ /^PATHhome/) && ($CLIhome < 1) )
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{$PATHhome = $line; $PATHhome =~ s/.*=//gi;}
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if ( ($line =~ /^PATHlogs/) && ($CLIlogs < 1) )
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{$PATHlogs = $line; $PATHlogs =~ s/.*=//gi;}
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if ( ($line =~ /^PATHagi/) && ($CLIagi < 1) )
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{$PATHagi = $line; $PATHagi =~ s/.*=//gi;}
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if ( ($line =~ /^PATHweb/) && ($CLIweb < 1) )
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{$PATHweb = $line; $PATHweb =~ s/.*=//gi;}
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if ( ($line =~ /^PATHsounds/) && ($CLIsounds < 1) )
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{$PATHsounds = $line; $PATHsounds =~ s/.*=//gi;}
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if ( ($line =~ /^PATHmonitor/) && ($CLImonitor < 1) )
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{$PATHmonitor = $line; $PATHmonitor =~ s/.*=//gi;}
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if ( ($line =~ /^VARserver_ip/) && ($CLIserver_ip < 1) )
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{$VARserver_ip = $line; $VARserver_ip =~ s/.*=//gi;}
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if ( ($line =~ /^VARDB_server/) && ($CLIDB_server < 1) )
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{$VARDB_server = $line; $VARDB_server =~ s/.*=//gi;}
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if ( ($line =~ /^VARDB_database/) && ($CLIDB_database < 1) )
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{$VARDB_database = $line; $VARDB_database =~ s/.*=//gi;}
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if ( ($line =~ /^VARDB_user/) && ($CLIDB_user < 1) )
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{$VARDB_user = $line; $VARDB_user =~ s/.*=//gi;}
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if ( ($line =~ /^VARDB_pass/) && ($CLIDB_pass < 1) )
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{$VARDB_pass = $line; $VARDB_pass =~ s/.*=//gi;}
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if ( ($line =~ /^VARDB_port/) && ($CLIDB_port < 1) )
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{$VARDB_port = $line; $VARDB_port =~ s/.*=//gi;}
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$i++;
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}
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$|=1;
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if (!$VARDB_port) {$VARDB_port='3306';}
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if (!$AGILOGfile) {$AGILOGfile = "$PATHlogs/agiout.$year-$mon-$mday";}
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if (!$PRSLOGfile) {$PRSLOGfile = "$PATHlogs/prsout.$year-$mon-$mday";}
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if (!$PRSTESTfile) {$PRSTESTfile = "$PATHlogs/prstest.$year-$mon-$mday";}
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if (!$ERRLOGfile) {$ERRLOGfile = "$PATHlogs/MySQLerror.$year-$mon-$mday";}
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use DBI;
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use Time::HiRes ('gettimeofday','usleep','sleep'); # necessary to have perl sleep command of less than one second
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use Asterisk::AGI;
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$AGI = new Asterisk::AGI;
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$dbhA = DBI->connect("DBI:mysql:$VARDB_database:$VARDB_server:$VARDB_port", "$VARDB_user", "$VARDB_pass")
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or die "Couldn't connect to database: " . DBI->errstr;
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$dbhB = DBI->connect("DBI:mysql:$VARDB_database:$VARDB_server:$VARDB_port", "$VARDB_user", "$VARDB_pass")
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or die "Couldn't connect to database: " . DBI->errstr;
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($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime(time);
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$year = ($year + 1900);
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$mon++;
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if ($mon < 10) {$mon = "0$mon";}
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if ($mday < 10) {$mday = "0$mday";}
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if ($hour < 10) {$hour = "0$hour";}
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if ($min < 10) {$min = "0$min";}
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if ($sec < 10) {$sec = "0$sec";}
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$hm = "$hour$min";
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$hm = ($hm + 0);
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$now_date_epoch = time();
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$start_epoch = $now_date_epoch;
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$now_date = "$year-$mon-$mday $hour:$min:$sec";
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$CLInow_date = "$year-$mon-$mday\\ $hour:$min:$sec";
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$YMD = "$year-$mon-$mday";
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$start_time=$now_date;
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$CIDdate = "$mon$mday$hour$min$sec";
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$tsSQLdate = "$year$mon$mday$hour$min$sec";
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$SQLdate = "$year-$mon-$mday $hour:$min:$sec";
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$SQLdateBEGIN = $SQLdate;
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$ORIGINAL_call_time = $SQLdate;
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while (length($CIDdate) > 9) {$CIDdate =~ s/^.//gi;} # 0902235959 changed to 902235959
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$BDtarget = ($now_date_epoch - 5);
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($Bsec,$Bmin,$Bhour,$Bmday,$Bmon,$Byear,$Bwday,$Byday,$Bisdst) = localtime($BDtarget);
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$Byear = ($Byear + 1900);
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$Bmon++;
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if ($Bmon < 10) {$Bmon = "0$Bmon";}
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if ($Bmday < 10) {$Bmday = "0$Bmday";}
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if ($Bhour < 10) {$Bhour = "0$Bhour";}
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if ($Bmin < 10) {$Bmin = "0$Bmin";}
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if ($Bsec < 10) {$Bsec = "0$Bsec";}
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$BDtsSQLdate = "$Byear$Bmon$Bmday$Bhour$Bmin$Bsec";
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#$ADUfindSQL - for AGENTDIRECT, not necessary
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#$INBOUNDcampsSQL*
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#$BDtsSQLdate*
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#$ring_no_answer_agents - not necessary?
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#$vlia_users - queue_priority, already handled?
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#$qp_groupWAIT_camp_SQL - queue_priority, already handled?
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#$qp_groupWAIT_SQL - queue_priority, already handled?
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#$vig_stmt="select campaign_id, queue_priority, next_agent_call from vicidial_inbound_groups where group_handling='EMAIL' and active='Y' order by queue_priority desc";
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#$vig_rslt=$dbhA->prepare($vig_stmt);
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#$vig_rslt->execute();
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for ($i=0; $i<=1000000; $i++)
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{
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$vci=0;
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$INBOUNDcampsSQL='';
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$stmtA = "SELECT campaign_id FROM vicidial_campaigns where active='Y' and campaign_allow_inbound='Y';";
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$sthA = $dbhA->prepare($stmtA) or die "preparing: ",$dbhA->errstr;
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$sthA->execute or die "executing: $stmtA ", $dbhA->errstr;
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$sthArows=$sthA->rows;
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$dbhP=$dbhA; $mysql_count='02033'; $MEL_aff_rows=$sthArows; &mysql_error_logging;
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while ($sthArows > $vci)
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{
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@aryA = $sthA->fetchrow_array;
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if ($vci < 1) {$INBOUNDcampsSQL = "'$aryA[0]'";}
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else {$INBOUNDcampsSQL .= ",'$aryA[0]'";}
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$vci++;
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}
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$sthA->finish();
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# CHECK IF THERE ARE ANY EMAIL GROUPS ACTIVE TO SCAN
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$order_stmt="select group_id, next_agent_call from vicidial_inbound_groups where group_handling='EMAIL' and active='Y'";
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$order_rslt=$dbhA->prepare($order_stmt);
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$order_rslt->execute or die "executing: $order_stmt ", $dbhA->errstr;
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if ($order_rslt->rows>0)
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{
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%group_orders=();
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while (@order_row=$order_rslt->fetchrow_array)
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{
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$group_orders{"$order_row[0]"}=$order_row[1];
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}
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$email_ct=0;
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## CHECK IF THERE ARE ANY TRANSFERS TO ASSIGN
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$xfer_stmt="select email_row_id, vicidial_xfer_log.lead_id, vicidial_xfer_log.campaign_id, vicidial_inbound_groups.next_agent_call, vicidial_xfer_log.user from vicidial_email_list, vicidial_inbound_groups, vicidial_xfer_log where vicidial_inbound_groups.group_handling='EMAIL' and vicidial_inbound_groups.active='Y' and vicidial_inbound_groups.group_id=vicidial_xfer_log.campaign_id and vicidial_xfer_log.closer='EMAIL_XFER' and vicidial_xfer_log.lead_id=vicidial_email_list.lead_id and vicidial_xfer_log.xfercallid=vicidial_email_list.xfercallid order by queue_priority desc, email_date asc";
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if ($ARGV[0]=~/debug/i) {print $xfer_stmt."\n";}
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$xfer_rslt=$dbhB->prepare($xfer_stmt);
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$xfer_rslt->execute or die "executing: $xfer_stmt ", $dbhB->errstr;
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$xfers_to_assign=$xfer_rslt->rows;
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if ($xfers_to_assign>0)
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{
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while (@xfer_row=$xfer_rslt->fetchrow_array)
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{
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$row_id_ary[$email_ct]=$xfer_row[0];
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$lead_id_ary[$email_ct]=$xfer_row[1];
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$group_id_ary[$email_ct]=$xfer_row[2];
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$user_id_ary[$email_ct]=$xfer_row[3];
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$email_type_ary[$email_ct]="XFER";
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$email_ct++;
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}
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}
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$xfer_rslt->finish();
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## CHECK IF THERE ARE ANY REGULAR EMAILS TO ASSIGN
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$inb_stmt="select email_row_id, lead_id, vicidial_email_list.group_id, vicidial_inbound_groups.next_agent_call, vicidial_email_list.user from vicidial_email_list, vicidial_inbound_groups where group_handling='EMAIL' and active='Y' and vicidial_inbound_groups.group_id=vicidial_email_list.group_id and vicidial_email_list.status='NEW' order by queue_priority desc, email_date asc";
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if ($ARGV[0]=~/debug/i) {print $inb_stmt."\n";}
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$inb_rslt=$dbhB->prepare($inb_stmt);
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$inb_rslt->execute or die "executing: $inb_stmt ", $dbhB->errstr;
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$emails_to_assign=$inb_rslt->rows;
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if ($emails_to_assign>0)
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{
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while (@inb_row=$inb_rslt->fetchrow_array)
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{
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$row_id_ary[$email_ct]=$inb_row[0];
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$lead_id_ary[$email_ct]=$inb_row[1];
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$group_id_ary[$email_ct]=$inb_row[2];
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$user_id_ary[$email_ct]=$xfer_row[3];
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$email_type_ary[$email_ct]="INCOMING";
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$email_ct++;
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}
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}
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$inb_rslt->finish();
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if ($email_ct>0) {AssignAgents();} else {if ($ARGV[0]=~/debug/i) {print "**** NO EMAILS TO QUEUE ****\n";}}
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}
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usleep(100000);
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}
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sub AssignAgents()
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{
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if ($ARGV[0]=~/debug/i) {print $xfers_to_assign." transfers to assign\n".$emails_to_assign." incoming emails to assign...\n";}
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for ($q=0; $q<$email_ct; $q++)
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{
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$CAMP_callorder=$group_orders{"$group_id_ary[$q]"};
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$email_row_id=$row_id_ary[$q];
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$lead_id=$lead_id_ary[$q];
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$email_type=$email_type_ary[$q];
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$group_id=$group_id_ary[$q];
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$user_id=$user_id_ary[$q];
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$ADUfindSQL='';
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$user='';
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$ring_no_answer_agents = "''";
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$aco_sub=0;
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$agent_call_order='order by last_call_finish';
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if ($CAMP_callorder =~ /longest_wait_time/i) {$agent_call_order = 'order by vicidial_live_agents.last_state_change';}
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if ($CAMP_callorder =~ /overall_user_level/i) {$agent_call_order = 'order by user_level desc,last_call_finish';}
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if ($CAMP_callorder =~ /oldest_call_start/i) {$agent_call_order = 'order by vicidial_live_agents.last_call_time';} #
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if ($CAMP_callorder =~ /oldest_call_finish/i) {$agent_call_order = 'order by vicidial_live_agents.last_call_finish';}
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if ($CAMP_callorder =~ /oldest_inbound_call_start/i) {$agent_call_order = 'order by vicidial_live_agents.last_inbound_call_time';} #
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if ($CAMP_callorder =~ /oldest_inbound_call_finish/i) {$agent_call_order = 'order by vicidial_live_agents.last_inbound_call_finish';} #
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if ($CAMP_callorder =~ /oldest_inbound_filtered_call_start/i) {$agent_call_order = 'order by vicidial_live_agents.last_inbound_call_time_filtered';}
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if ($CAMP_callorder =~ /oldest_inbound_filtered_call_finish/i) {$agent_call_order = 'order by vicidial_live_agents.last_inbound_call_finish_filtered';}
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if ($CAMP_callorder =~ /random/i) {$agent_call_order = 'order by random_id';}
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if ($CAMP_callorder =~ /campaign_rank/i) {$agent_call_order = 'order by campaign_weight desc,last_call_finish';}
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if ($CAMP_callorder =~ /fewest_calls_campaign/i) {$agent_call_order = 'order by vicidial_live_agents.calls_today,vicidial_live_agents.last_call_finish';}
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if ($CAMP_callorder =~ /ingroup_grade_random/i) {$aco_sub=1; $agent_call_order = 'order by random_id';}
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if ($CAMP_callorder =~ /campaign_grade_random/i) {$aco_sub=1; $agent_call_order = 'order by random_id';}
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if ($CAMP_callorder =~ /inbound_group_rank/i) {$aco_sub=1; $agent_call_order = 'order by group_weight desc,vicidial_live_inbound_agents.last_call_finish';}
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if ($CAMP_callorder =~ /fewest_calls$/i) {$aco_sub=1; $agent_call_order = 'order by vicidial_live_inbound_agents.calls_today,vicidial_live_inbound_agents.last_call_finish';}
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if ($aco_sub > 0)
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{
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$stmtA = "LOCK TABLES vicidial_live_agents WRITE, vicidial_live_inbound_agents WRITE;";
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my $LOCKaffected_rows = $dbhA->do($stmtA);
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$stmtA = "SELECT vicidial_live_agents.user from vicidial_live_agents, vicidial_live_inbound_agents WHERE vicidial_live_agents.user=vicidial_live_inbound_agents.user and status IN('CLOSER','READY') and lead_id<1 $ADUfindSQL and vicidial_live_inbound_agents.group_id='$group_id' and last_update_time > '$BDtsSQLdate' and vicidial_live_agents.user NOT IN($ring_no_answer_agents$vlia_users) and ring_callerid='' $qp_groupWAIT_camp_SQL $agent_call_order limit 1;";
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$sthA = $dbhA->prepare($stmtA) or die "preparing: ",$dbhA->errstr;
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$sthA->execute or die "executing: $stmtA ", $dbhA->errstr;
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$sthArows=$sthA->rows;
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if ($ARGV[0]=~/debug/i) {print $stmtA."\n";}
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if ($sthArows>0)
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{
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while (@user_row=$sthA->fetchrow_array)
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{
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$user=$user_row[0];
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}
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$sthA->finish();
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}
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if ($user ne "")
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{
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# If XFER, cannot go to person who transferred
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if ($email_type eq "XFER")
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{
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$user_clause=" and user!='$user'";
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}
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else
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{
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$user_clause="";
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}
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$upd_stmt="update vicidial_email_list set status='QUEUE', user='$user' where email_row_id='$email_row_id' $user_clause";
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$upd_rslt=$dbhB->prepare($upd_stmt);
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$upd_rslt->execute or die "executing: $upd_stmt ", $dbhB->errstr;
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if ($ARGV[0]=~/debug/i) {print $upd_stmt."\n";}
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if ($upd_rslt->rows>0)
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{
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$upd_rslt->finish();
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$upd_stmt="update vicidial_live_agents set status='MQUEUE' where user='$user'";
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$upd_rslt=$dbhA->prepare($upd_stmt);
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$upd_rslt->execute or die "executing: $upd_stmt ", $dbhB->errstr;
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if ($ARGV[0]=~/debug/i) {print $upd_stmt."\n";}
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}
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$upd_rslt->finish();
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}
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$stmtA = "UNLOCK TABLES;";
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my $LOCKaffected_rows = $dbhA->do($stmtA);
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}
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else
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{
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$stmtA = "LOCK TABLES vicidial_live_agents WRITE;";
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my $LOCKaffected_rows = $dbhA->do($stmtA);
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$dbhP=$dbhA; $mysql_count='02158'; $MEL_aff_rows=$LOCKaffected_rows; &mysql_error_logging;
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$SQL_group_id=$group_id; $SQL_group_id =~ s/_/\\_/gi;
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$stmtA = "SELECT user FROM vicidial_live_agents where status IN('CLOSER','READY') and lead_id<1 $ADUfindSQL and campaign_id IN($INBOUNDcampsSQL) and closer_campaigns LIKE \"% $SQL_group_id %\" and last_update_time > '$BDtsSQLdate' and vicidial_live_agents.user NOT IN($ring_no_answer_agents) $qp_groupWAIT_SQL $qp_groupWAIT_camp_SQL $agent_call_order limit 1;";
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$sthA = $dbhA->prepare($stmtA) or die "preparing: ",$dbhA->errstr;
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$sthA->execute or die "executing: $stmtA ", $dbhA->errstr;
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if ($ARGV[0]=~/debug/i) {print $stmtA."\n";}
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$sthArows=$sthA->rows;
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if ($sthArows>0)
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{
|
|
while (@user_row=$sthA->fetchrow_array)
|
|
{
|
|
$user=$user_row[0];
|
|
}
|
|
$sthA->finish();
|
|
}
|
|
|
|
if ($user ne "")
|
|
{
|
|
# If XFER, cannot go to person who transferred
|
|
if ($email_type eq "XFER")
|
|
{
|
|
$user_clause=" and user!='$user'";
|
|
}
|
|
else
|
|
{
|
|
$user_clause="";
|
|
}
|
|
|
|
$upd_stmt="update vicidial_email_list set status='QUEUE', user='$user' where email_row_id='$email_row_id' $user_clause";
|
|
$upd_rslt=$dbhB->prepare($upd_stmt);
|
|
$upd_rslt->execute or die "executing: $upd_stmt ", $dbhB->errstr;
|
|
if ($ARGV[0]=~/debug/i) {print $upd_stmt."\n";}
|
|
|
|
if ($upd_rslt->rows>0)
|
|
{
|
|
$upd_rslt->finish();
|
|
$upd_stmt="update vicidial_live_agents set status='MQUEUE' where user='$user'";
|
|
$upd_rslt=$dbhA->prepare($upd_stmt);
|
|
$upd_rslt->execute or die "executing: $upd_stmt ", $dbhB->errstr;
|
|
if ($ARGV[0]=~/debug/i) {print $upd_stmt."\n";}
|
|
}
|
|
$upd_rslt->finish();
|
|
}
|
|
|
|
$stmtA = "UNLOCK TABLES;";
|
|
my $LOCKaffected_rows = $dbhA->do($stmtA);
|
|
}
|
|
|
|
}
|
|
if ($ARGV[0]=~/debug/i) {print "\n\n";}
|
|
|
|
}
|
|
|
|
sub mysql_error_logging
|
|
{
|
|
($Lsec,$Lmin,$Lhour,$Lmday,$Lmon,$Lyear,$Lwday,$Lyday,$Lisdst) = localtime(time);
|
|
if ($Lhour < 10) {$Lhour = "0$Lhour";}
|
|
if ($Lmin < 10) {$Lmin = "0$Lmin";}
|
|
if ($Lsec < 10) {$Lsec = "0$Lsec";}
|
|
$LOGtime = "$Lhour:$Lmin:$Lsec";
|
|
|
|
$errno='';
|
|
$error='';
|
|
if ( ($mel > 0) || ($one_mysql_log > 0) )
|
|
{
|
|
$errno = $dbhP->err();
|
|
if ( ($errno > 0) || ($mel > 1) || ($one_mysql_log > 0) )
|
|
{
|
|
$error = $dbhP->errstr();
|
|
### open the log file for writing ###
|
|
open(Eout, ">>$ERRLOGfile")
|
|
|| die "Can't open $ERRLOGfile: $!\n";
|
|
print Eout "$now_date|$LOGtime|$script|$mysql_count|$MEL_aff_rows|$errno|$error|$stmtA|$callerid|$insert_lead_id|\n";
|
|
close(Eout);
|
|
}
|
|
}
|
|
$one_mysql_log=0;
|
|
}
|