1 files changed, 484 insertions, 0 deletions
diff --git a/misc/freeswitch/scripts/dialplan/acd.lua b/misc/freeswitch/scripts/dialplan/acd.lua
new file mode 100644
index 0000000..563d836
--- /dev/null
+++ b/misc/freeswitch/scripts/dialplan/acd.lua
@@ -0,0 +1,484 @@
+-- Gemeinschaft 5 module: acd class
+-- (c) AMOOMA GmbH 2012
+-- 
+
+module(...,package.seeall)
+
+AutomaticCallDistributor = {}
+
+local DEFAULT_AGENT_TIMEOUT = 20;
+local DEFAULT_TIME_RES = 5;
+local DEFAULT_WAIT_TIMEOUT = 360;
+local DEFAULT_RETRY_TIME = 2;
+local DEFAULT_MUSIC_ON_WAIT = 'tone_stream://%(2000,4000,440.0,480.0);loops=-1';
+
+-- create acd object
+function AutomaticCallDistributor.new(self, arg)
+  arg = arg or {}
+  object = arg.object or {}
+  setmetatable(object, self);
+  self.__index = self;
+  self.class = 'automaticcalldistributor';
+  self.log = arg.log;
+  self.database = arg.database;
+  self.record = arg.record;
+  self.acd_caller_id = arg.acd_caller_id;
+  self.domain = arg.domain;
+  return object;
+end
+
+
+function AutomaticCallDistributor.find_by_sql(self, sql_query)
+  local acd = nil;
+
+  require 'common.str'
+
+  self.database:query(sql_query, function(entry)
+    acd = AutomaticCallDistributor:new(self);
+    acd.record = entry;
+    acd.id = tonumber(entry.id);
+    acd.uuid = entry.uuid;
+    acd.agent_timeout = tonumber(entry.agent_timeout) or DEFAULT_AGENT_TIMEOUT;
+    acd.announce_position = tonumber(entry.announce_position);
+    acd.announce_call_agents = common.str.to_s(entry.announce_call_agents);
+    acd.greeting = common.str.to_s(entry.greeting);
+    acd.goodbye = common.str.to_s(entry.goodbye);
+    acd.music = common.str.to_s(entry.music);
+    acd.strategy = common.str.to_s(entry.strategy);
+    acd.join = common.str.to_s(entry.join);
+    acd.leave = common.str.to_s(entry.leave);
+  end)
+
+  return acd;
+end
+
+
+function AutomaticCallDistributor.find_by_id(self, id)
+  local sql_query = 'SELECT * FROM `automatic_call_distributors` WHERE `id`= '.. tonumber(id) .. ' LIMIT 1';
+  return self:find_by_sql(sql_query);
+end
+
+
+function AutomaticCallDistributor.find_by_uuid(self, uuid)
+  local sql_query = 'SELECT * FROM `automatic_call_distributors` WHERE `uuid`= "'.. tostring(uuid) .. '" LIMIT 1';
+  return self:find_by_sql(sql_query);
+end
+
+
+function AutomaticCallDistributor.callers_count(self)
+  return self.database:query_return_value('SELECT COUNT(*) FROM `acd_callers` `a` JOIN `channels` `b` ON `a`.`channel_uuid` = `b`.`uuid` WHERE `automatic_call_distributor_id` = ' .. self.id);
+end
+
+
+function AutomaticCallDistributor.caller_new(self, uuid)
+  local sql_query = 'INSERT INTO `acd_callers` \
+    (`enter_time`, `created_at`, `updated_at`, `status`, `automatic_call_distributor_id`, `channel_uuid`) \
+    VALUES (NOW(), NOW(), NOW(), "enter", ' .. self.id .. ', "' .. uuid .. '")';
+
+  if self.database:query(sql_query) then
+     self.acd_caller_id = self.database:last_insert_id();
+  end
+end
+
+
+function AutomaticCallDistributor.caller_update(self, attributes)
+  local attributes_sql = { '`updated_at` = NOW()' };
+  for key, value in pairs(attributes) do
+    table.insert(attributes_sql, '`' .. key .. '` = "' .. value .. '"');
+  end
+
+  local sql_query = 'UPDATE `acd_callers` \
+    SET  '.. table.concat(attributes_sql, ',') .. '\
+    WHERE `id` = ' .. tonumber(self.acd_caller_id);
+  return self.database:query(sql_query);
+end
+
+
+function AutomaticCallDistributor.caller_delete(self, id)
+  id = id or self.acd_caller_id;
+  local sql_query = 'DELETE FROM `acd_callers` \
+    WHERE `id` = ' .. tonumber(id);
+  return self.database:query(sql_query);
+end
+
+
+function AutomaticCallDistributor.agent_find_by_acd_and_destination(self, acd_id, destination_type, destination_id)
+  local sql_query = 'SELECT * FROM `acd_agents` \
+    WHERE `automatic_call_distributor_id` = ' .. acd_id .. ' \
+    AND `destination_type` = "' .. destination_type .. '" \
+    AND `destination_id` = ' .. destination_id;
+
+  local agent = nil;
+  self.database:query(sql_query, function(entry)
+    agent = entry;
+  end)
+  
+  return agent;
+end
+
+
+function AutomaticCallDistributor.agent_status_presence_set(self, agent_id, presence_state)
+  require "dialplan.presence"
+  local presence = dialplan.presence.Presence:new();
+
+  presence:init{log = self.log, accounts = { 'f-acdmtg-' .. tostring(agent_id) }, domain = self.domain, uuid = 'acd_agent_' ..  tostring(agent_id)};
+  return presence:set(presence_state);
+end
+
+
+function AutomaticCallDistributor.agent_status_get(self, agent_id)
+  local sql_query = 'SELECT `status` FROM `acd_agents` WHERE `id` = ' .. agent_id;
+  return self.database:query_return_value(sql_query);
+end
+
+
+function AutomaticCallDistributor.agent_status_toggle(self, agent_id, destination_type, destination_id)
+  local sql_query = 'UPDATE `acd_agents` SET `status` = IF(`status` = "active", "inactive", "active") \
+    WHERE `id` = ' .. agent_id .. ' \
+    AND `destination_type` = "' .. destination_type .. '" \
+    AND `destination_id` = ' .. destination_id;
+  
+  if not self.database:query(sql_query) then
+    return nil;
+  end
+
+  local status = self:agent_status_get(agent_id);
+
+  if tostring(status) == 'active' then
+    self:agent_status_presence_set(agent_id, 'confirmed');
+  else
+    self:agent_status_presence_set(agent_id, 'terminated');
+  end
+
+  return status;
+end
+
+
+function AutomaticCallDistributor.agents_active(self)
+  local sql_query = 'SELECT * FROM `acd_agents` \
+    WHERE `status` = "active" AND destination_type != "SipAccount" AND `automatic_call_distributor_id` = ' .. tonumber(self.id);
+  
+  local agents = {}
+  self.database:query(sql_query, function(entry)
+    table.insert(agents, entry);
+  end);
+
+  local sql_query = 'SELECT `a`.*  FROM `acd_agents` `a` \
+    JOIN `sip_accounts` `b` ON `a`.`destination_id` = `b`.`id` \
+    JOIN `sip_registrations` `c` ON `b`.`auth_name` = `c`.`sip_user` \
+    WHERE `a`.`status` = "active" AND `a`.destination_type = "SipAccount" AND `a`.`automatic_call_distributor_id` = ' .. tonumber(self.id);
+  
+  self.database:query(sql_query, function(entry)
+    table.insert(agents, entry);
+  end);
+
+  return agents;
+end
+
+
+function AutomaticCallDistributor.agents_available(self, strategy)
+  local order_by = '`a`.`id` DESC';
+
+  if strategy then
+    if strategy == 'round_robin' then
+      order_by = '`a`.`last_call` ASC, `a`.`id` DESC';
+    end
+  end
+
+  local sql_query = 'SELECT  `a`.`id`, `a`.`name`, `a`.`destination_type`, `a`.`destination_id`, `b`.`auth_name`, `b`.`gs_node_id`, `c`.`callstate` \
+    FROM `acd_agents` `a` LEFT JOIN `sip_accounts` `b` ON `a`.`destination_id` = `b`.`id` \
+    JOIN `sip_registrations` `d` ON `b`.`auth_name` = `d`.`sip_user` \
+    LEFT JOIN `channels` `c` ON `c`.`name` LIKE CONCAT("%", `b`.`auth_name`, "@%") \
+    WHERE `a`.`status` = "active"  AND `a`.`destination_id` IS NOT NULL AND `a`.`automatic_call_distributor_id` = ' .. tonumber(self.id) .. ' \
+    ORDER BY ' .. order_by;
+  
+  local accounts = {}
+  self.database:query(sql_query, function(entry)
+    if not entry.callstate then
+      table.insert(accounts, entry);
+    end
+  end);
+
+  return accounts;
+end
+
+
+function AutomaticCallDistributor.agent_update_call(self, agent_id)
+
+  local sql_query = 'UPDATE `acd_agents` \
+    SET `last_call` = NOW(), `calls_answered` = IFNULL(`calls_answered`, 0) + 1 \
+    WHERE `id` = ' .. tonumber(agent_id);
+  return self.database:query(sql_query);
+end
+
+
+function AutomaticCallDistributor.call_position(self)
+  local sql_query = 'SELECT COUNT(*) FROM `acd_callers` `a` JOIN `channels` `b` ON `a`.`channel_uuid` = `b`.`uuid` \
+  WHERE `automatic_call_distributor_id` = ' .. tonumber(self.id) .. ' AND `status` = "waiting" AND `id` < ' .. tonumber(self.acd_caller_id);
+
+  return tonumber(self.database:query_return_value(sql_query));
+end
+
+
+function AutomaticCallDistributor.wait_turn(self, caller_uuid, acd_caller_id, timeout, retry_timeout)
+  self.acd_caller_id = acd_caller_id or self.acd_caller_id;
+  timeout = timeout or DEFAULT_WAIT_TIMEOUT;
+  local available_agents = {};
+  local active_agents = {};
+  local position = self:call_position();
+
+  self.log:info('ACD ', self.id, ' WAIT - timeout: ', timeout, ', res: ', DEFAULT_TIME_RES, ', retry_timeout: ', retry_timeout, ', position: ', position + 1);
+
+  require 'common.fapi'
+  local fapi = common.fapi.FApi:new{ log = self.log, uuid = caller_uuid }
+  
+  local acd_status = nil;
+  local start_time = os.time();
+  local exit_time = start_time + timeout;
+
+  if tonumber(retry_timeout) then
+     self.log:info('ACD ', self.id, ' WAIT - retry_timeout: ', retry_timeout);
+    fapi:sleep(retry_timeout * 1000);
+  end
+  
+  while (exit_time > os.time() and fapi:channel_exists()) do
+    available_agents = self:agents_available();
+    active_agents = self:agents_active();
+    local current_position = self:call_position();
+
+    if position ~= current_position then
+      position = current_position;
+      self.log:info('ACD ', self.id, ' WAIT - agents: ', #available_agents, '/', #active_agents, ', position: ', position + 1, ', wait_time: ', os.time()-start_time);
+
+      if tostring(self.announce_position) >= '0' and position > 0 then
+        acd_status = 'announce_position';
+        fapi:set_variable('acd_position', position + 1); 
+        break;
+      end
+    else
+      self.log:debug('ACD ', self.id, ' WAIT - agents: ', #available_agents, '/', #active_agents, ', position: ', position + 1, ', wait_time: ', os.time()-start_time);
+    end
+    
+    if #available_agents == 0 and self.leave:find('no_agents_available') then
+      acd_status = 'no_agents';
+      break;
+    elseif #active_agents == 0 and self.leave:find('no_agents_active') then
+      acd_status = 'no_agents';
+      break;
+    elseif position == 0 and #available_agents > 0 then
+      acd_status = 'call_agents';
+      break;
+    end
+
+    if tonumber(self.announce_position) and tonumber(self.announce_position) > 0 and tonumber(self.announce_position) <= os.time()-start_time then
+      acd_status = 'announce_position';
+      fapi:set_variable('acd_position', position + 1); 
+      break;
+    end
+
+    fapi:sleep(DEFAULT_TIME_RES * 1000);
+  end
+
+  if not acd_status then
+    if (exit_time <= os.time()) then
+      acd_status = 'timeout';
+    else
+      acd_status = 'unspecified';
+    end
+  end
+
+  self.log:info('ACD ', self.id, ' WAIT END - status: ', acd_status, ', agents: ', #available_agents, '/', #active_agents, ', position: ', position + 1, ', wait_time: ', os.time()-start_time);
+
+  fapi:set_variable('acd_status', acd_status);
+  if tostring(fapi:get_variable('acd_waiting')) == 'true' then
+    fapi:continue();
+  end
+end
+
+
+function AutomaticCallDistributor.wait_play_music(self, caller, timeout, retry_timeout, music)
+  local result = caller:result('luarun(acd_wait.lua ' .. caller.uuid .. ' ' .. tostring(self.id) .. ' ' .. tostring(timeout) .. ' ' .. tostring(retry_timeout) .. ' ' .. self.acd_caller_id .. ')');
+  if not tostring(result):match('^+OK') then
+    self.log:error('ACD ', self.id,' WAIT_PLAY_MUSIC - error starting acd thread');
+    return 'error';
+  end
+
+  caller:set_variable('acd_waiting', true);
+  caller.session:streamFile(music or DEFAULT_MUSIC_ON_WAIT);
+  caller:set_variable('acd_waiting', false);
+
+  local acd_status = caller:to_s('acd_status');
+  if acd_status == '' then
+    acd_status = 'abandoned';
+  end
+
+  return acd_status;
+end
+
+
+function AutomaticCallDistributor.on_answer(self, destination)
+  self.log:info('ACD ', self.id, ' ANSWERED - agent: ', destination.type, '=', destination.id, '/', destination.uuid)
+  self:caller_update({status = 'answered'});
+end
+
+
+function AutomaticCallDistributor.call_agents(self, dialplan_object, caller, destination)
+  local available_agents = self:agents_available(self.strategy);
+
+  self.log:info('ACD ', self.id, ' CALL_AGENTS - strategy: ', self.strategy, ', available_agents: ', #available_agents);
+
+  caller:set_variable('ring_ready', true);
+  
+  local destinations = {}
+  for index, agent in ipairs(available_agents) do
+    self.log:info('ACD ', self.id, ' AGENT - name: ', agent.name, ', destination: ', agent.destination_type, '=', agent.destination_id, '@', agent.gs_node_id, ', local_node: ', dialplan_object.node_id);
+    table.insert(destinations, dialplan_object:destination_new{ type = agent.destination_type, id = agent.destination_id, node_id = agent.gs_node_id, data = agent.id });
+  end
+
+  local result = { continue = false };
+  local start_time = os.time();
+
+  require 'dialplan.sip_call'
+  if self.strategy == 'ring_all' then
+    result = dialplan.sip_call.SipCall:new{ log = self.log, database = self.database, caller = caller, calling_object = self, on_answer = self.on_answer }:fork(destinations, 
+      { 
+        callee_id_number = destination.number, 
+        timeout = self.agent_timeout,
+        send_ringing = ( dialplan_object.send_ringing_to_gateways and caller.from_gateway ),
+      });  
+    self.log:info('ACD ', self.id, ' CALL_AGENTS - success, fork_index: ', result.fork_index);
+    if result.fork_index then
+      result.destination = destinations[result.fork_index];
+    end   
+    return result;
+  else
+    for index, destination in ipairs(destinations) do
+      if os.time() > (self.start_time + self.timeout) and caller.session:ready() then
+        self.log:info('ACD ', self.id, ' CALL_AGENTS - timeout');
+        return { disposition = 'ACD_TIMEOUT', code = 480, phrase = 'Timeout' }
+      end
+
+      self.log:info('ACD ', self.id, ' CALL_AGENT - ', destination.type, '=', destination.id, ', timeout: ', self.agent_timeout);
+      result = dialplan.sip_call.SipCall:new{ log = self.log, database = self.database, caller = caller, calling_object = self, on_answer = self.on_answer }:fork({ destination }, 
+        { 
+          callee_id_number = destination.number, 
+          timeout = self.agent_timeout,
+          send_ringing = ( dialplan_object.send_ringing_to_gateways and caller.from_gateway ),
+        }); 
+      if result.disposition == 'SUCCESS' then
+        self.log:info('ACD ', self.id, ' CALL_AGENTS - success, agent_id: ', destination.data);
+        self:agent_update_call(destination.data);
+        result.destination = destination;
+        return result;
+      end
+    end
+  end
+
+  return { disposition = 'ACD_NO_AGENTS', code = 480, phrase = 'No active agents' }
+end
+
+
+function AutomaticCallDistributor.run(self, dialplan_object, caller, destination)
+  require 'common.str'
+
+  local callers_count = self:callers_count();
+  local active_agents = self:agents_active();
+  local available_agents = self:agents_available();
+  local position = self:call_position();
+  
+  if self.leave:find('timeout') then
+    self.timeout = dialplan_object.dial_timeout_active;
+  else
+    self.timeout = 86400;
+  end
+
+  self.log:info('ACD ', self.id,' - ', self.class, '=', self.id, '/', self.uuid, ', acd_caller=', self.acd_caller_id, ', callers: ', callers_count, ', agents: ', #available_agents, '/', #active_agents, ', position: ', position + 1, ', music: ', tostring(self.music));
+
+  if self.join == 'agents_active' and #active_agents == 0 then
+    self.log:info('ACD ', self.id, ' - no agents active');
+    return { disposition = 'ACD_NO_AGENTS', code = 480, phrase = 'No agents' }
+  end
+
+  if self.join == 'agents_available' and #available_agents == 0 then
+    self.log:info('ACD ', self.id, ' - no agents available');
+    return { disposition = 'ACD_NO_AGENTS', code = 480, phrase = 'All agents busy' }
+  end
+
+  if not common.str.blank(self.music) then
+    caller:set_variable('ringback', self.music);
+  else
+    self.music = false;
+  end
+
+  if self.music then
+    caller.session:answer();
+  else
+    caller:set_variable('instant_ringback', true);
+  end
+
+  self.start_time = os.time();
+  caller:sleep(500);
+  local acd_status = 'waiting';
+  self:caller_update({status = acd_status});
+
+  local retry_timeout = nil;
+  local result = { disposition = 'ACD_NO_AGENTS', code = 480, phrase = 'No active agents' }
+
+  if self.greeting then
+    caller.session:sayPhrase('acd_greeting', self.greeting);
+  end
+
+  if self.announce_position then
+    local current_position = self:call_position();
+    if tonumber(current_position) then
+      caller.session:sayPhrase('acd_announce_position_enter', tonumber(current_position) + 1);
+    end
+  end
+
+  while acd_status == 'waiting' and caller.session:ready() do
+    acd_status = self:wait_play_music(caller, self.timeout - (os.time() - self.start_time), retry_timeout, self.music);
+    self.log:info('ACD ', self.id, ' PROCESS - status: ', acd_status, ', wait_time: ', (os.time() - self.start_time));
+    
+    if not caller.session:ready() then
+      acd_status = 'abandoned';
+      break;
+    elseif os.time() >= (self.start_time + self.timeout) then
+      acd_status = 'timeout';
+      break;
+    elseif acd_status == 'no_agents' then
+      break;
+    elseif acd_status == 'call_agents' then
+      if self.announce_call_agents ~= '' then
+        caller.session:sayPhrase('acd_announce_call_agents', self.announce_call_agents);
+      end
+
+      result = self:call_agents(dialplan_object, caller, destination);
+      self.log:info('ACD ', self.id, ' PROCESS - result: ', result.disposition, ', code: ', result.code, ', wait_time: ', (os.time() - self.start_time));
+
+      if result.disposition == 'SUCCESS' then
+        acd_status = 'success';
+        break;
+      elseif os.time() < (self.start_time + self.timeout) then
+        acd_status = 'waiting';
+      else
+        break;
+      end
+    elseif acd_status == 'announce_position' then
+      acd_status = 'waiting';
+      if tostring(self.announce_position) == '0' then
+        caller.session:sayPhrase('acd_announce_position_change', caller:to_i('acd_position'));
+      else
+        caller.session:sayPhrase('acd_announce_position_periodic', caller:to_i('acd_position'));
+      end
+    end
+
+    retry_timeout = tonumber(self.record.retry_timeout);
+  end
+
+  if self.goodbye and caller.session:ready() then
+    caller.session:sayPhrase('acd_goodbye', self.goodbye);
+  end
+  self.log:info('ACD ', self.id, ' EXIT - status: ', acd_status, ', wait_time: ', (os.time() - self.start_time));
+
+  return result;
+end