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Added ra_call_control function to agent API to allow for hangup and transfer of calls sent to a Remote Agent also allows for setting of a disposition.

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git-svn-id: svn://192.168.202.10@1376 3d104415-ff17-0410-8863-d5cf3c621b8a
This commit is contained in:
mattf
2010-03-16 06:53:12 +00:00
parent 1fbbcb58c4
commit 4754edf819
4 changed files with 334 additions and 5 deletions
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UPGRADE
+4
View File
@@ -86,6 +86,10 @@ OTHER CHANGES:
18. Added display options for agent screen Transfer-conf buttons in the User
Group modification screen.
19. Added ra_call_control function to agent API to allow for hangup and transfer
of calls sent to a Remote Agent also allows for setting of a disposition
for more information read the AGENT_API.txt doc.
docs/AGENT_API.txt
+35 -1
View File
@@ -20,7 +20,7 @@ update_fields - changes values for selected data fields in the agent interface
set_timer_action - sets timer action for the current call the agent is on
st_login_log - looks up the vicidial_users.custom_three field and logs event from CRM
st_get_agent_active_lead - looks up active lead info for an agent and outputs lead information
ra_call_control - remote agent call control: hangup/transfer calls being handled by remote agents
New scripts:
@@ -344,6 +344,40 @@ SUCCESS: st_get_agent_active_lead lead found - 6666|7275551212|123456|9987-12347
--------------------------------------------------------------------------------
ra_call_control -
DESCRIPTION:
Allows for remote agent call control: hangup/transfer calls being handled by remote agents, also options for recording a disposition and call length
VALUES:
value -
REQUIRED, The call ID of the call as received as CallerIDname field or a special SIP-header, i.e. Y0315201639000402027
agent_user -
REQUIRED, alphanumeric string for remote agent user
stage -
REQUIRED, one of these choices: 'HANGUP','EXTENSIONTRANSFER','INGROUPTRANSFER'
ingroup_choices -
OPTIONAL, only required if INGROUPTRANSFER stage is used, must be a single active in-group, reserved option of "DEFAULTINGROUP" can be used to send the call to the default in-group for the in-group or campaign that originated the call to the remote agent
phone_number -
OPTIONAL, only required if EXTENSIONTRANSFER stage is used, must be a full number when dialed that will dial through the default context
status -
OPTIONAL, status of the call, maximum of 6 characters, if not set, status will be RAXFER
EXAMPLE URLS:
http://server/agc/api.php?source=test&user=6666&pass=1234&agent_user=1028&function=ra_call_control&stage=INGROUPTRANSFER&ingroup_choices=DEFAULTINGROUP&value=Y0316001655000402028
RESPONSES:
ERROR: ra_call_control not valid - Y0315201639000402027|6666|INGROUPTRANSFER
ERROR: no user found - 6666
ERROR: user not logged in - 6666
ERROR: no active call found - Y0315201639000402027
ERROR: phone_number is not valid - 9
ERROR: ingroup is not valid - TESTINGROUP
ERROR: stage is not valid - XYZ
SUCCESS: ra_call_control transferred - 6666|Y0315201639000402027|SALESLINE
SUCCESS: ra_call_control hungup - 6666|Y0315201639000402027|HANGUP
docs/VICIDIAL_statuses.txt
+1
View File
@@ -52,3 +52,4 @@ CPDERR - Sangoma Call Progress Detection CPD Error
TIMEOT - Inbound call Drop Timeout, call waited until drop-seconds and was sent on to the drop action
AFTHRS - Inbound after hours drop, call received outside of in-group call time
NANQUE - Inbound no agent no queue drop, no agent logged in
RAXFER - Remote Agent API transfer
www/agc/api.php
+294 -4
View File
@@ -1,7 +1,7 @@
<?php
# api.php
#
# Copyright (C) 2009 Matt Florell <vicidial@gmail.com> LICENSE: AGPLv2
# Copyright (C) 2010 Matt Florell <vicidial@gmail.com> LICENSE: AGPLv2
#
# This script is designed as an API(Application Programming Interface) to allow
# other programs to interact with the VICIDIAL Agent screen
@@ -27,6 +27,8 @@
# - $ingroup_choices - (' TEST_IN SALESLINE -')
# - $set_as_default - ('YES','NO')
# - $alt_user
# - $stage
# - $status
# CHANGELOG:
# 80703-2225 - First build of script
@@ -40,10 +42,11 @@
# 91130-1307 - Added change_ingroups(Manager InGroup change feature)
# 91211-1805 - Added st_login_log and st_get_agent_active_lead functions, added alt_user
# 91228-1059 - Added update_fields function
# 100315-2021 - Added ra_call_control function
#
$version = '2.2.0-11';
$build = '91228-1059';
$version = '2.2.0-12';
$build = '100315-2021';
require("dbconnect.php");
@@ -140,6 +143,10 @@ if (isset($_GET["rank"])) {$rank=$_GET["rank"];}
elseif (isset($_POST["rank"])) {$rank=$_POST["rank"];}
if (isset($_GET["owner"])) {$owner=$_GET["owner"];}
elseif (isset($_POST["owner"])) {$owner=$_POST["owner"];}
if (isset($_GET["stage"])) {$stage=$_GET["stage"];}
elseif (isset($_POST["stage"])) {$stage=$_POST["stage"];}
if (isset($_GET["status"])) {$status=$_GET["status"];}
elseif (isset($_POST["status"])) {$status=$_POST["status"];}
header ("Content-type: text/html; charset=utf-8");
header ("Cache-Control: no-cache, must-revalidate"); // HTTP/1.1
@@ -250,7 +257,7 @@ if ($function == 'version')
################################################################################
### BEGIN - user validation section
### BEGIN - user validation section (most functions run through this first)
################################################################################
if ($ACTION == 'LogiNCamPaigns')
@@ -310,6 +317,7 @@ else
if ($format=='debug')
{
$DB=1;
echo "<html>\n";
echo "<head>\n";
echo "<!-- VERSION: $version BUILD: $build USER: $user\n";
@@ -1495,6 +1503,288 @@ if ($function == 'st_get_agent_active_lead')
################################################################################
### BEGIN - ra_call_control - remote agent call control: hangup/transfer
################################################################################
if ($function == 'ra_call_control')
{
if ( (strlen($value)<1) or (strlen($agent_user)<1) or (strlen($stage)<1) )
{
$result = 'ERROR';
$result_reason = "ra_call_control not valid";
echo "$result: $result_reason - $value|$agent_user|$stage\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
exit;
}
else
{
$stmt = "select count(*) from vicidial_live_agents where user='$agent_user';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
if ($row[0] > 0)
{
$stmt = "select count(*) from vicidial_auto_calls where callerid='$value';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
if ($row[0] > 0)
{
$stmt = "select channel,server_ip,call_type,campaign_id,lead_id,phone_number,uniqueid,stage,queue_position from vicidial_auto_calls where callerid='$value';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$channel = $row[0];
$server_ip = $row[1];
$call_type = $row[2];
$campaign_id = $row[3];
$lead_id = $row[4];
$vdac_phone = $row[5];
$uniqueid = $row[6];
$ra_stage = $row[7];
$queue_position = $row[8];
$stmt = "select server_ip,user from vicidial_live_agents where callerid='$value';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$ra_server_ip = $row[0];
$ra_user = $row[1];
$processed=0;
if ($stage=='HANGUP')
{
$processed++;
$HANGUPcid = $value;
$HANGUPcid = preg_replace("/^..../",'HAPI',$HANGUPcid);
$stmtX="INSERT INTO vicidial_manager values('','','$NOW_TIME','NEW','N','$server_ip','','Hangup','$HANGUPcid','Channel: $channel','','','','','','','','','');";
# if ($format=='debug') {echo "\n<!-- $stmt -->";}
# $rslt=mysql_query($stmt, $link);
$result = 'SUCCESS';
$result_reason = "ra_call_control hungup";
echo "$result: $result_reason - $agent_user|$value|HANGUP\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
if ($stage=='EXTENSIONTRANSFER')
{
$processed++;
if (strlen($phone_number) < 2)
{
$result = 'ERROR';
$result_reason = "phone_number is not valid";
echo "$result: $result_reason - $phone_number\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
else
{
$stmt = "select ext_context from servers where server_ip='$server_ip';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$ext_context = $row[0];
$TRANSFERcid = $value;
$TRANSFERcid = preg_replace("/^..../",'XAPI',$TRANSFERcid);
$stmtX="INSERT INTO vicidial_manager values('','','$NOW_TIME','NEW','N','$server_ip','','Redirect','$TRANSFERcid','Channel: $channel','Context: $ext_context','Exten: $phone_number','Priority: 1','CallerID: $TRANSFERcid','','','','','');";
# if ($format=='debug') {echo "\n<!-- $stmt -->";}
# $rslt=mysql_query($stmt, $link);
$result = 'SUCCESS';
$result_reason = "ra_call_control transfer";
echo "$result: $result_reason - $agent_user|$value|$phone_number\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
}
if ($stage=='INGROUPTRANSFER')
{
$processed++;
if (strlen($ingroup_choices) < 2)
{
$result = 'ERROR';
$result_reason = "ingroup is not valid";
echo "$result: $result_reason - $ingroup_choices\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
else
{
$stmt = "select ext_context from servers where server_ip='$server_ip';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$ext_context = $row[0];
if (preg_match("/DEFAULTINGROUP/",$ingroup_choices))
{
if ($call_type=='IN')
{
$stmt = "select default_xfer_group from vicidial_inbound_groups where group_id='$campaign_id';";
}
else
{
$stmt = "select default_xfer_group from vicidial_campaigns where campaign_id='$campaign_id';";
}
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$ingroup_choices = $row[0];
}
$stmt = "select count(*) from vicidial_inbound_groups where group_id='$ingroup_choices' and active='Y';";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$ingroupactive = $row[0];
if ($ingroupactive < 1)
{
$result = 'ERROR';
$result_reason = "ingroup is not valid";
echo "$result: $result_reason - $ingroup_choices\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
else
{
$TRANSFERcid = $value;
$TRANSFERcid = preg_replace("/^..../",'XAPI',$TRANSFERcid);
$TRANSFERexten = "90009*$ingroup_choices**$lead_id**$vdac_phone**$agent_user**";
$stmtX="INSERT INTO vicidial_manager values('','','$NOW_TIME','NEW','N','$server_ip','','Redirect','$TRANSFERcid','Channel: $channel','Context: $ext_context','Exten: $TRANSFERexten','Priority: 1','CallerID: $TRANSFERcid','','','','','');";
# if ($format=='debug') {echo "\n<!-- $stmt -->";}
# $rslt=mysql_query($stmt, $link);
$result = 'SUCCESS';
$result_reason = "ra_call_control transfer";
echo "$result: $result_reason - $agent_user|$value|$phone_number\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
}
}
if ($processed < 1)
{
$result = 'ERROR';
$result_reason = "stage is not valid";
echo "$result: $result_reason - $stage\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
if ($result == 'SUCCESS')
{
if (strlen($status)<1)
{$status='RAXFER';}
if ($call_type=='IN')
{
$stmt = "UPDATE vicidial_closer_log SET status='$status' where uniqueid='$uniqueid' and lead_id='$lead_id' and campaign_id='$campaign_id' order by call_date desc limit 1;";
}
else
{
$stmt = "UPDATE vicidial_log SET status='$status',user='$agent_user' where uniqueid='$uniqueid' and lead_id='$lead_id' order by call_date desc limit 1;";
}
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $link);
$stmt = "UPDATE vicidial_list SET status='$status' where lead_id='$lead_id' limit 1;";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $link);
$StarTtime = date("U");
$RArandom = (rand(1000000, 9999999) + 10000000);
#############################################
##### START QUEUEMETRICS LOGGING LOOKUP #####
$stmt = "SELECT enable_queuemetrics_logging,queuemetrics_server_ip,queuemetrics_dbname,queuemetrics_login,queuemetrics_pass,queuemetrics_log_id FROM system_settings;";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$qm_conf_ct = mysql_num_rows($rslt);
if ($qm_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$enable_queuemetrics_logging = $row[0];
$queuemetrics_server_ip = $row[1];
$queuemetrics_dbname = $row[2];
$queuemetrics_login = $row[3];
$queuemetrics_pass = $row[4];
$queuemetrics_log_id = $row[5];
}
##### END QUEUEMETRICS LOGGING LOOKUP #####
###########################################
if ($enable_queuemetrics_logging > 0)
{
$linkB=mysql_connect("$queuemetrics_server_ip", "$queuemetrics_login", "$queuemetrics_pass");
mysql_select_db("$queuemetrics_dbname", $linkB);
$stmt = "SELECT time_id from queue_log where call_id='$value' and queue='$campaign_id' and agent='Agent/$ra_user' and verb='CONNECT';";
$rslt=mysql_query($stmt, $linkB);
if ($DB) {echo "$stmt\n";}
$qm_con_ct = mysql_num_rows($rslt);
if ($qm_con_ct > 0)
{
$row=mysql_fetch_row($rslt);
$ra_time_id = $row[0];
$ra_length = ($StarTtime - $ra_time_id);
}
if ($ra_length < 1) {$ra_length=1;}
$ra_stage = preg_replace("/XFER|CLOSER|-/",'',$ra_stage);
if ($ra_stage < 0.25) {$ra_stage=0;}
$stmt = "INSERT INTO queue_log SET partition='P01',time_id='$StarTtime',call_id='$value',queue='$campaign_id',agent='Agent/$ra_user',verb='COMPLETEAGENT',data1='$ra_stage',data2='$ra_length',data3='$queue_position',serverid='$queuemetrics_log_id';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $linkB);
$stmt = "INSERT INTO queue_log SET partition='P01',time_id='$StarTtime',call_id='$value',queue='$campaign_id',agent='Agent/$ra_user',verb='CALLSTATUS',data1='$status',serverid='$queuemetrics_log_id';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $linkB);
$stmt = "INSERT INTO queue_log SET partition='P01',time_id='$StarTtime',call_id='NONE',queue='NONE',agent='Agent/$ra_user',verb='PAUSEALL',serverid='$queuemetrics_log_id';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $linkB);
$stmt = "INSERT INTO queue_log SET partition='P01',time_id='$StarTtime',call_id='NONE',queue='NONE',agent='Agent/$ra_user',verb='UNPAUSEALL',serverid='$queuemetrics_log_id';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $linkB);
}
### finally send the call
if ($format=='debug') {echo "\n<!-- $stmtX -->";}
$rslt=mysql_query($stmtX, $link);
$stmt = "UPDATE vicidial_live_agents set random_id='$RArandom',last_call_finish='$NOW_TIME',lead_id='',uniqueid='',callerid='',channel='',last_state_change='$NOW_TIME' where user='$ra_user' and server_ip='$ra_server_ip';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $link);
$stmt = "UPDATE vicidial_live_agents set status='READY' where user='$ra_user' and server_ip='$ra_server_ip';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $link);
$stmt = "DELETE from vicidial_auto_calls where callerid='$value';";
if ($format=='debug') {echo "\n<!-- $stmt -->";}
$rslt=mysql_query($stmt, $link);
}
}
else
{
$result = 'ERROR';
$result_reason = "no active call found";
echo "$result: $result_reason - $value\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
}
else
{
$result = 'ERROR';
$result_reason = "agent_user is not logged in";
echo "$result: $result_reason - $agent_user\n";
api_log($link,$api_logging,$api_script,$user,$agent_user,$function,$value,$result,$result_reason,$source,$data);
}
}
}
################################################################################
### END - ra_call_control
################################################################################
if ($format=='debug')
{