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FS-7706 [mod_callcenter] Hangup agent channel if we failed to bridge it with member channel. 

The member can hangup the call while we are playing the outbound announce audio to the agent, this
patch detects this and properly hangup the agent channel to avoid keeping it up with
just a silence call since there's no active bridge.

The agent-bridge-end event now has CC-Agent-Bridged: true if the bridge successfully happens,
variable cc_agent_bridged was added so we can track this in the agent and member CDRs.

If you want to play an audio to the agent to indicate the member hangup the call before the bridge
set the variable cc_bridge_failed_outbound_announce, for example:
<action application="set" data="cc_bridge_failed_outbound_announce=tone_stream://%(250,250,425);loops=3"/>
or
<action application="set" data="cc_bridge_failed_outbound_announce=your-caller-has-gone-away-audio"/>
prior to calling callcenter application.

These variables are documented at https://freeswitch.org/confluence/display/FREESWITCH/mod_callcenter
This commit is contained in:
Italo Rossi 2016-08-23 23:31:47 -03:00
parent 4b068cf13a
commit 1080016986
1 changed files with 61 additions and 27 deletions
Show Stats Download Patch File Download Diff File Expand all files Collapse all files

88
src/mod/applications/mod_callcenter/mod_callcenter.c
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@ -1556,6 +1556,7 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_time_t t_agent_answered = 0;
switch_time_t t_member_called = atoi(h->member_joined_epoch);
switch_event_t *event = NULL;
int bridged = 1;
switch_mutex_lock(globals.mutex);
globals.threads++;
@ -1786,21 +1787,6 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-DNIS", member_dnis);
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable(member_channel, "cc_agent", h->agent_name);
switch_channel_set_variable_printf(member_channel, "cc_queue_answered_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
/* Set UUID of the Agent channel */
sql = switch_mprintf("UPDATE agents SET uuid = '%q', last_bridge_start = '%" SWITCH_TIME_T_FMT "', calls_answered = calls_answered + 1, no_answer_count = 0"
" WHERE name = '%q' AND system = '%q'",
agent_uuid, local_epoch_time_now(NULL),
h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Change the agents Status in the tiers */
cc_tier_update("state", cc_tier_state2str(CC_TIER_STATE_ACTIVE_INBOUND), h->queue_name, h->agent_name);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_IN_A_QUEUE_CALL), h->agent_name);
/* Record session if record-template is provided */
if (h->record_template) {
@ -1825,11 +1811,56 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
if (switch_true(switch_channel_get_variable(member_channel, SWITCH_BYPASS_MEDIA_AFTER_BRIDGE_VARIABLE))) {
switch_channel_set_flag(member_channel, CF_BYPASS_MEDIA_AFTER_BRIDGE);
}
switch_ivr_uuid_bridge(h->member_session_uuid, switch_core_session_get_uuid(agent_session));
switch_channel_wait_for_flag(agent_channel, CF_BRIDGED, SWITCH_TRUE, 1000, NULL);
if (switch_ivr_uuid_bridge(h->member_session_uuid, switch_core_session_get_uuid(agent_session)) != SWITCH_STATUS_SUCCESS) {
bridged = 0;
}
if (bridged && (switch_channel_wait_for_flag(agent_channel, CF_BRIDGED, SWITCH_TRUE, 3000, NULL) != SWITCH_STATUS_SUCCESS)) {
bridged = 0;
}
if (!bridged && !switch_channel_up(member_channel)) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Failed to bridge, member \"%s\" <%s> has gone just before we called agent %s\n",
h->member_cid_name, h->member_cid_number, h->agent_name);
switch_channel_set_variable(agent_channel, "cc_agent_bridged", "false");
switch_channel_set_variable(member_channel, "cc_agent_bridged", "false");
if ((o_announce = switch_channel_get_variable(member_channel, "cc_bridge_failed_outbound_announce"))) {
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Playing bridge failed audio to agent %s, audio: %s\n", h->agent_name, o_announce);
playback_array(agent_session, o_announce);
}
if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_CALLBACK)) {
switch_channel_hangup(agent_channel, SWITCH_CAUSE_ORIGINATOR_CANCEL);
}
} else {
bridged = 1;
switch_log_printf(SWITCH_CHANNEL_SESSION_LOG(member_session), SWITCH_LOG_DEBUG, "Member \"%s\" %s is bridged to agent %s\n",
h->member_cid_name, h->member_cid_number, h->agent_name);
switch_channel_set_variable(member_channel, "cc_agent_bridged", "true");
switch_channel_set_variable(agent_channel, "cc_agent_bridged", "true");
switch_channel_set_variable(member_channel, "cc_agent_uuid", agent_uuid);
}
if (bridged) {
/* for xml_cdr needs */
switch_channel_set_variable(member_channel, "cc_agent", h->agent_name);
switch_channel_set_variable_printf(member_channel, "cc_queue_answered_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
/* Set UUID of the Agent channel */
sql = switch_mprintf("UPDATE agents SET uuid = '%q', last_bridge_start = '%" SWITCH_TIME_T_FMT "', calls_answered = calls_answered + 1, no_answer_count = 0"
" WHERE name = '%q' AND system = '%q'",
agent_uuid, local_epoch_time_now(NULL),
h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Change the agents Status in the tiers */
cc_tier_update("state", cc_tier_state2str(CC_TIER_STATE_ACTIVE_INBOUND), h->queue_name, h->agent_name);
cc_agent_update("state", cc_agent_state2str(CC_AGENT_STATE_IN_A_QUEUE_CALL), h->agent_name);
}
/* Wait until the agent hangup. This will quit also if the agent transfer the call */
while(switch_channel_up(agent_channel) && globals.running) {
while(bridged && switch_channel_up(agent_channel) && globals.running) {
if (!strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)) {
if (!switch_channel_test_flag(agent_channel, CF_BRIDGED)) {
break;
@ -1839,7 +1870,7 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
}
tiers_state = CC_TIER_STATE_READY;
if (switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
if (bridged && switch_event_create_subclass(&event, SWITCH_EVENT_CUSTOM, CALLCENTER_EVENT) == SWITCH_STATUS_SUCCESS) {
switch_channel_event_set_data(agent_channel, event);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Queue", h->queue_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Action", "bridge-agent-end");
@ -1847,6 +1878,7 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent", h->agent_name);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-System", h->agent_system);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-UUID", agent_uuid);
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Agent-Bridged", bridged ? "true" : "false");
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Called-Time", "%" SWITCH_TIME_T_FMT, t_agent_called);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Agent-Answered-Time", "%" SWITCH_TIME_T_FMT, t_agent_answered);
switch_event_add_header(event, SWITCH_STACK_BOTTOM, "CC-Member-Joined-Time", "%" SWITCH_TIME_T_FMT, t_member_called);
@ -1857,15 +1889,17 @@ static void *SWITCH_THREAD_FUNC outbound_agent_thread_run(switch_thread_t *threa
switch_event_add_header_string(event, SWITCH_STACK_BOTTOM, "CC-Member-CID-Number", h->member_cid_number);
switch_event_fire(&event);
}
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
if (bridged) {
/* for xml_cdr needs */
switch_channel_set_variable_printf(member_channel, "cc_queue_terminated_epoch", "%" SWITCH_TIME_T_FMT, local_epoch_time_now(NULL));
/* Update Agents Items */
/* Do not remove uuid of the agent if we are a standby agent */
sql = switch_mprintf("UPDATE agents SET %s last_bridge_end = %" SWITCH_TIME_T_FMT ", talk_time = talk_time + (%" SWITCH_TIME_T_FMT "-last_bridge_start) WHERE name = '%q' AND system = '%q';"
, (strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)?"uuid = '',":""), local_epoch_time_now(NULL), local_epoch_time_now(NULL), h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
/* Update Agents Items */
/* Do not remove uuid of the agent if we are a standby agent */
sql = switch_mprintf("UPDATE agents SET %s last_bridge_end = %" SWITCH_TIME_T_FMT ", talk_time = talk_time + (%" SWITCH_TIME_T_FMT "-last_bridge_start) WHERE name = '%q' AND system = '%q';"
, (strcasecmp(h->agent_type, CC_AGENT_TYPE_UUID_STANDBY)?"uuid = '',":""), local_epoch_time_now(NULL), local_epoch_time_now(NULL), h->agent_name, h->agent_system);
cc_execute_sql(NULL, sql, NULL);
switch_safe_free(sql);
}
/* Remove the member entry from the db (Could become optional to support latter processing) */
sql = switch_mprintf("DELETE FROM members WHERE system = 'single_box' AND uuid = '%q'", h->member_uuid);