/** * * Copyright 2003-2007 Jive Software. * * Licensed under the Apache License, Version 2.0 (the "License"); * you may not use this file except in compliance with the License. * You may obtain a copy of the License at * * http://www.apache.org/licenses/LICENSE-2.0 * * Unless required by applicable law or agreed to in writing, software * distributed under the License is distributed on an "AS IS" BASIS, * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. * See the License for the specific language governing permissions and * limitations under the License. */ package org.jivesoftware.smackx.workgroup.agent; import java.util.ArrayList; import java.util.Collections; import java.util.Date; import java.util.HashMap; import java.util.Iterator; import java.util.List; import java.util.Map; import java.util.Set; import java.util.logging.Level; import java.util.logging.Logger; import org.jivesoftware.smack.SmackException; import org.jivesoftware.smack.SmackException.NoResponseException; import org.jivesoftware.smack.SmackException.NotConnectedException; import org.jivesoftware.smack.StanzaCollector; import org.jivesoftware.smack.StanzaListener; import org.jivesoftware.smack.XMPPConnection; import org.jivesoftware.smack.XMPPException; import org.jivesoftware.smack.XMPPException.XMPPErrorException; import org.jivesoftware.smack.filter.AndFilter; import org.jivesoftware.smack.filter.FromMatchesFilter; import org.jivesoftware.smack.filter.OrFilter; import org.jivesoftware.smack.filter.StanzaTypeFilter; import org.jivesoftware.smack.iqrequest.AbstractIqRequestHandler; import org.jivesoftware.smack.iqrequest.IQRequestHandler.Mode; import org.jivesoftware.smack.packet.IQ; import org.jivesoftware.smack.packet.Message; import org.jivesoftware.smack.packet.Presence; import org.jivesoftware.smack.packet.StandardExtensionElement; import org.jivesoftware.smack.packet.Stanza; import org.jivesoftware.smackx.muc.packet.MUCUser; import org.jivesoftware.smackx.search.ReportedData; import org.jivesoftware.smackx.workgroup.MetaData; import org.jivesoftware.smackx.workgroup.QueueUser; import org.jivesoftware.smackx.workgroup.WorkgroupInvitation; import org.jivesoftware.smackx.workgroup.WorkgroupInvitationListener; import org.jivesoftware.smackx.workgroup.ext.history.AgentChatHistory; import org.jivesoftware.smackx.workgroup.ext.history.ChatMetadata; import org.jivesoftware.smackx.workgroup.ext.macros.MacroGroup; import org.jivesoftware.smackx.workgroup.ext.macros.Macros; import org.jivesoftware.smackx.workgroup.ext.notes.ChatNotes; import org.jivesoftware.smackx.workgroup.packet.AgentStatus; import org.jivesoftware.smackx.workgroup.packet.DepartQueuePacket; import org.jivesoftware.smackx.workgroup.packet.MonitorPacket; import org.jivesoftware.smackx.workgroup.packet.OccupantsInfo; import org.jivesoftware.smackx.workgroup.packet.OfferRequestProvider; import org.jivesoftware.smackx.workgroup.packet.OfferRevokeProvider; import org.jivesoftware.smackx.workgroup.packet.QueueDetails; import org.jivesoftware.smackx.workgroup.packet.QueueOverview; import org.jivesoftware.smackx.workgroup.packet.RoomInvitation; import org.jivesoftware.smackx.workgroup.packet.RoomTransfer; import org.jivesoftware.smackx.workgroup.packet.SessionID; import org.jivesoftware.smackx.workgroup.packet.Transcript; import org.jivesoftware.smackx.workgroup.packet.Transcripts; import org.jivesoftware.smackx.workgroup.settings.GenericSettings; import org.jivesoftware.smackx.workgroup.settings.SearchSettings; import org.jivesoftware.smackx.xdata.Form; import org.jxmpp.jid.EntityBareJid; import org.jxmpp.jid.EntityJid; import org.jxmpp.jid.Jid; import org.jxmpp.jid.parts.Resourcepart; import org.jxmpp.stringprep.XmppStringprepException; /** * This class embodies the agent's active presence within a given workgroup. The application * should have N instances of this class, where N is the number of workgroups to which the * owning agent of the application belongs. This class provides all functionality that a * session within a given workgroup is expected to have from an agent's perspective -- setting * the status, tracking the status of queues to which the agent belongs within the workgroup, and * dequeuing customers. * * @author Matt Tucker * @author Derek DeMoro */ public class AgentSession { private static final Logger LOGGER = Logger.getLogger(AgentSession.class.getName()); private final XMPPConnection connection; private final EntityBareJid workgroupJID; private boolean online = false; private Presence.Mode presenceMode; private int maxChats; private final Map> metaData; private final Map queues = new HashMap<>(); private final List offerListeners; private final List invitationListeners; private final List queueUsersListeners; private AgentRoster agentRoster = null; private final TranscriptManager transcriptManager; private final TranscriptSearchManager transcriptSearchManager; private final Agent agent; private final StanzaListener packetListener; /** * Constructs a new agent session instance. Note, the {@link #setOnline(boolean)} * method must be called with an argument of true to mark the agent * as available to accept chat requests. * * @param connection a connection instance which must have already gone through * authentication. * @param workgroupJID the fully qualified JID of the workgroup. */ public AgentSession(EntityBareJid workgroupJID, XMPPConnection connection) { // Login must have been done before passing in connection. if (!connection.isAuthenticated()) { throw new IllegalStateException("Must login to server before creating workgroup."); } this.workgroupJID = workgroupJID; this.connection = connection; this.transcriptManager = new TranscriptManager(connection); this.transcriptSearchManager = new TranscriptSearchManager(connection); this.maxChats = -1; this.metaData = new HashMap<>(); offerListeners = new ArrayList<>(); invitationListeners = new ArrayList<>(); queueUsersListeners = new ArrayList<>(); // Create a filter to listen for packets we're interested in. OrFilter filter = new OrFilter( new StanzaTypeFilter(Presence.class), new StanzaTypeFilter(Message.class)); packetListener = new StanzaListener() { @Override public void processStanza(Stanza packet) { try { handlePacket(packet); } catch (Exception e) { LOGGER.log(Level.SEVERE, "Error processing packet", e); } } }; connection.addAsyncStanzaListener(packetListener, filter); connection.registerIQRequestHandler(new AbstractIqRequestHandler( OfferRequestProvider.OfferRequestPacket.ELEMENT, OfferRequestProvider.OfferRequestPacket.NAMESPACE, IQ.Type.set, Mode.async) { @Override public IQ handleIQRequest(IQ iqRequest) { // Acknowledge the IQ set. IQ reply = IQ.createResultIQ(iqRequest); fireOfferRequestEvent((OfferRequestProvider.OfferRequestPacket) iqRequest); return reply; } }); connection.registerIQRequestHandler(new AbstractIqRequestHandler( OfferRevokeProvider.OfferRevokePacket.ELEMENT, OfferRevokeProvider.OfferRevokePacket.NAMESPACE, IQ.Type.set, Mode.async) { @Override public IQ handleIQRequest(IQ iqRequest) { // Acknowledge the IQ set. IQ reply = IQ.createResultIQ(iqRequest); fireOfferRevokeEvent((OfferRevokeProvider.OfferRevokePacket) iqRequest); return reply; } }); // Create the agent associated to this session agent = new Agent(connection, workgroupJID); } /** * Close the agent session. The underlying connection will remain opened but the * stanza listeners that were added by this agent session will be removed. */ public void close() { connection.removeAsyncStanzaListener(packetListener); } /** * Returns the agent roster for the workgroup, which contains. * * @return the AgentRoster * @throws NotConnectedException * @throws InterruptedException */ public AgentRoster getAgentRoster() throws NotConnectedException, InterruptedException { if (agentRoster == null) { agentRoster = new AgentRoster(connection, workgroupJID); } // This might be the first time the user has asked for the roster. If so, we // want to wait up to 2 seconds for the server to send back the list of agents. // This behavior shields API users from having to worry about the fact that the // operation is asynchronous, although they'll still have to listen for changes // to the roster. int elapsed = 0; while (!agentRoster.rosterInitialized && elapsed <= 2000) { try { Thread.sleep(500); } catch (Exception e) { // Ignore } elapsed += 500; } return agentRoster; } /** * Returns the agent's current presence mode. * * @return the agent's current presence mode. */ public Presence.Mode getPresenceMode() { return presenceMode; } /** * Returns the maximum number of chats the agent can participate in. * * @return the maximum number of chats the agent can participate in. */ public int getMaxChats() { return maxChats; } /** * Returns true if the agent is online with the workgroup. * * @return true if the agent is online with the workgroup. */ public boolean isOnline() { return online; } /** * Allows the addition of a new key-value pair to the agent's meta data, if the value is * new data, the revised meta data will be rebroadcast in an agent's presence broadcast. * * @param key the meta data key * @param val the non-null meta data value * @throws XMPPException if an exception occurs. * @throws SmackException * @throws InterruptedException */ public void setMetaData(String key, String val) throws XMPPException, SmackException, InterruptedException { synchronized (this.metaData) { List oldVals = metaData.get(key); if (oldVals == null || !oldVals.get(0).equals(val)) { oldVals.set(0, val); setStatus(presenceMode, maxChats); } } } /** * Allows the removal of data from the agent's meta data, if the key represents existing data, * the revised meta data will be rebroadcast in an agent's presence broadcast. * * @param key the meta data key. * @throws XMPPException if an exception occurs. * @throws SmackException * @throws InterruptedException */ public void removeMetaData(String key) throws XMPPException, SmackException, InterruptedException { synchronized (this.metaData) { List oldVal = metaData.remove(key); if (oldVal != null) { setStatus(presenceMode, maxChats); } } } /** * Allows the retrieval of meta data for a specified key. * * @param key the meta data key * @return the meta data value associated with the key or null if the meta-data * doesn't exist.. */ public List getMetaData(String key) { return metaData.get(key); } /** * Sets whether the agent is online with the workgroup. If the user tries to go online with * the workgroup but is not allowed to be an agent, an XMPPError with error code 401 will * be thrown. * * @param online true to set the agent as online with the workgroup. * @throws XMPPException if an error occurs setting the online status. * @throws SmackException assertEquals(SmackException.Type.NO_RESPONSE_FROM_SERVER, e.getType()); return; * @throws InterruptedException */ public void setOnline(boolean online) throws XMPPException, SmackException, InterruptedException { // If the online status hasn't changed, do nothing. if (this.online == online) { return; } Presence presence; // If the user is going online... if (online) { presence = new Presence(Presence.Type.available); presence.setTo(workgroupJID); presence.addExtension(new StandardExtensionElement(AgentStatus.ELEMENT_NAME, AgentStatus.NAMESPACE)); StanzaCollector collector = this.connection.createStanzaCollectorAndSend(new AndFilter( new StanzaTypeFilter(Presence.class), FromMatchesFilter.create(workgroupJID)), presence); presence = collector.nextResultOrThrow(); // We can safely update this iv since we didn't get any error this.online = online; } // Otherwise the user is going offline... else { // Update this iv now since we don't care at this point of any error this.online = online; presence = new Presence(Presence.Type.unavailable); presence.setTo(workgroupJID); presence.addExtension(new StandardExtensionElement(AgentStatus.ELEMENT_NAME, AgentStatus.NAMESPACE)); connection.sendStanza(presence); } } /** * Sets the agent's current status with the workgroup. The presence mode affects * how offers are routed to the agent. The possible presence modes with their * meanings are as follows:
    * *
  • Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats * (equivalent to Presence.Mode.CHAT). *
  • Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed. * However, special case, or extreme urgency chats may still be offered to the agent. *
  • Presence.Mode.AWAY -- the agent is not available and should not * have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).
* * The max chats value is the maximum number of chats the agent is willing to have * routed to them at once. Some servers may be configured to only accept max chat * values in a certain range; for example, between two and five. In that case, the * maxChats value the agent sends may be adjusted by the server to a value within that * range. * * @param presenceMode the presence mode of the agent. * @param maxChats the maximum number of chats the agent is willing to accept. * @throws XMPPException if an error occurs setting the agent status. * @throws SmackException * @throws InterruptedException * @throws IllegalStateException if the agent is not online with the workgroup. */ public void setStatus(Presence.Mode presenceMode, int maxChats) throws XMPPException, SmackException, InterruptedException { setStatus(presenceMode, maxChats, null); } /** * Sets the agent's current status with the workgroup. The presence mode affects how offers * are routed to the agent. The possible presence modes with their meanings are as follows:
    * *
  • Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats * (equivalent to Presence.Mode.CHAT). *
  • Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed. * However, special case, or extreme urgency chats may still be offered to the agent. *
  • Presence.Mode.AWAY -- the agent is not available and should not * have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).
* * The max chats value is the maximum number of chats the agent is willing to have routed to * them at once. Some servers may be configured to only accept max chat values in a certain * range; for example, between two and five. In that case, the maxChats value the agent sends * may be adjusted by the server to a value within that range. * * @param presenceMode the presence mode of the agent. * @param maxChats the maximum number of chats the agent is willing to accept. * @param status sets the status message of the presence update. * @throws XMPPErrorException * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException * @throws IllegalStateException if the agent is not online with the workgroup. */ public void setStatus(Presence.Mode presenceMode, int maxChats, String status) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { if (!online) { throw new IllegalStateException("Cannot set status when the agent is not online."); } if (presenceMode == null) { presenceMode = Presence.Mode.available; } this.presenceMode = presenceMode; this.maxChats = maxChats; Presence presence = new Presence(Presence.Type.available); presence.setMode(presenceMode); presence.setTo(this.getWorkgroupJID()); if (status != null) { presence.setStatus(status); } // Send information about max chats and current chats as a packet extension. StandardExtensionElement.Builder builder = StandardExtensionElement.builder(AgentStatus.ELEMENT_NAME, AgentStatus.NAMESPACE); builder.addElement("max_chats", Integer.toString(maxChats)); presence.addExtension(builder.build()); presence.addExtension(new MetaData(this.metaData)); StanzaCollector collector = this.connection.createStanzaCollectorAndSend(new AndFilter( new StanzaTypeFilter(Presence.class), FromMatchesFilter.create(workgroupJID)), presence); collector.nextResultOrThrow(); } /** * Sets the agent's current status with the workgroup. The presence mode affects how offers * are routed to the agent. The possible presence modes with their meanings are as follows:
    * *
  • Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats * (equivalent to Presence.Mode.CHAT). *
  • Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed. * However, special case, or extreme urgency chats may still be offered to the agent. *
  • Presence.Mode.AWAY -- the agent is not available and should not * have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).
* * @param presenceMode the presence mode of the agent. * @param status sets the status message of the presence update. * @throws XMPPErrorException * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException * @throws IllegalStateException if the agent is not online with the workgroup. */ public void setStatus(Presence.Mode presenceMode, String status) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { if (!online) { throw new IllegalStateException("Cannot set status when the agent is not online."); } if (presenceMode == null) { presenceMode = Presence.Mode.available; } this.presenceMode = presenceMode; Presence presence = new Presence(Presence.Type.available); presence.setMode(presenceMode); presence.setTo(this.getWorkgroupJID()); if (status != null) { presence.setStatus(status); } presence.addExtension(new MetaData(this.metaData)); StanzaCollector collector = this.connection.createStanzaCollectorAndSend(new AndFilter(new StanzaTypeFilter(Presence.class), FromMatchesFilter.create(workgroupJID)), presence); collector.nextResultOrThrow(); } /** * Removes a user from the workgroup queue. This is an administrative action that the * * The agent is not guaranteed of having privileges to perform this action; an exception * denying the request may be thrown. * * @param userID the ID of the user to remove. * @throws XMPPException if an exception occurs. * @throws NotConnectedException * @throws InterruptedException */ public void dequeueUser(EntityJid userID) throws XMPPException, NotConnectedException, InterruptedException { // todo: this method simply won't work right now. DepartQueuePacket departPacket = new DepartQueuePacket(workgroupJID, userID); // PENDING this.connection.sendStanza(departPacket); } /** * Returns the transcripts of a given user. The answer will contain the complete history of * conversations that a user had. * * @param userID the id of the user to get his conversations. * @return the transcripts of a given user. * @throws XMPPException if an error occurs while getting the information. * @throws SmackException * @throws InterruptedException */ public Transcripts getTranscripts(Jid userID) throws XMPPException, SmackException, InterruptedException { return transcriptManager.getTranscripts(workgroupJID, userID); } /** * Returns the full conversation transcript of a given session. * * @param sessionID the id of the session to get the full transcript. * @return the full conversation transcript of a given session. * @throws XMPPException if an error occurs while getting the information. * @throws SmackException * @throws InterruptedException */ public Transcript getTranscript(String sessionID) throws XMPPException, SmackException, InterruptedException { return transcriptManager.getTranscript(workgroupJID, sessionID); } /** * Returns the Form to use for searching transcripts. It is unlikely that the server * will change the form (without a restart) so it is safe to keep the returned form * for future submissions. * * @return the Form to use for searching transcripts. * @throws XMPPException if an error occurs while sending the request to the server. * @throws SmackException * @throws InterruptedException */ public Form getTranscriptSearchForm() throws XMPPException, SmackException, InterruptedException { return transcriptSearchManager.getSearchForm(workgroupJID.asDomainBareJid()); } /** * Submits the completed form and returns the result of the transcript search. The result * will include all the data returned from the server so be careful with the amount of * data that the search may return. * * @param completedForm the filled out search form. * @return the result of the transcript search. * @throws SmackException * @throws XMPPException * @throws InterruptedException */ public ReportedData searchTranscripts(Form completedForm) throws XMPPException, SmackException, InterruptedException { return transcriptSearchManager.submitSearch(workgroupJID.asDomainBareJid(), completedForm); } /** * Asks the workgroup for information about the occupants of the specified room. The returned * information will include the real JID of the occupants, the nickname of the user in the * room as well as the date when the user joined the room. * * @param roomID the room to get information about its occupants. * @return information about the occupants of the specified room. * @throws XMPPErrorException * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public OccupantsInfo getOccupantsInfo(String roomID) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { OccupantsInfo request = new OccupantsInfo(roomID); request.setType(IQ.Type.get); request.setTo(workgroupJID); OccupantsInfo response = (OccupantsInfo) connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); return response; } /** * Get workgroup JID. * @return the fully-qualified name of the workgroup for which this session exists */ public Jid getWorkgroupJID() { return workgroupJID; } /** * Returns the Agent associated to this session. * * @return the Agent associated to this session. */ public Agent getAgent() { return agent; } /** * Get queue. * * @param queueName the name of the queue * @return an instance of WorkgroupQueue for the argument queue name, or null if none exists */ public WorkgroupQueue getQueue(String queueName) { Resourcepart queueNameResourcepart; try { queueNameResourcepart = Resourcepart.from(queueName); } catch (XmppStringprepException e) { throw new IllegalArgumentException(e); } return getQueue(queueNameResourcepart); } /** * Get queue. * * @param queueName the name of the queue * @return an instance of WorkgroupQueue for the argument queue name, or null if none exists */ public WorkgroupQueue getQueue(Resourcepart queueName) { return queues.get(queueName); } public Iterator getQueues() { return Collections.unmodifiableMap(new HashMap<>(queues)).values().iterator(); } public void addQueueUsersListener(QueueUsersListener listener) { synchronized (queueUsersListeners) { if (!queueUsersListeners.contains(listener)) { queueUsersListeners.add(listener); } } } public void removeQueueUsersListener(QueueUsersListener listener) { synchronized (queueUsersListeners) { queueUsersListeners.remove(listener); } } /** * Adds an offer listener. * * @param offerListener the offer listener. */ public void addOfferListener(OfferListener offerListener) { synchronized (offerListeners) { if (!offerListeners.contains(offerListener)) { offerListeners.add(offerListener); } } } /** * Removes an offer listener. * * @param offerListener the offer listener. */ public void removeOfferListener(OfferListener offerListener) { synchronized (offerListeners) { offerListeners.remove(offerListener); } } /** * Adds an invitation listener. * * @param invitationListener the invitation listener. */ public void addInvitationListener(WorkgroupInvitationListener invitationListener) { synchronized (invitationListeners) { if (!invitationListeners.contains(invitationListener)) { invitationListeners.add(invitationListener); } } } /** * Removes an invitation listener. * * @param invitationListener the invitation listener. */ public void removeInvitationListener(WorkgroupInvitationListener invitationListener) { synchronized (invitationListeners) { invitationListeners.remove(invitationListener); } } private void fireOfferRequestEvent(OfferRequestProvider.OfferRequestPacket requestPacket) { Offer offer = new Offer(this.connection, this, requestPacket.getUserID(), requestPacket.getUserJID(), this.getWorkgroupJID(), new Date(new Date().getTime() + (requestPacket.getTimeout() * 1000)), requestPacket.getSessionID(), requestPacket.getMetaData(), requestPacket.getContent()); synchronized (offerListeners) { for (OfferListener listener : offerListeners) { listener.offerReceived(offer); } } } private void fireOfferRevokeEvent(OfferRevokeProvider.OfferRevokePacket orp) { RevokedOffer revokedOffer = new RevokedOffer(orp.getUserJID(), orp.getUserID(), this.getWorkgroupJID(), orp.getSessionID(), orp.getReason(), new Date()); synchronized (offerListeners) { for (OfferListener listener : offerListeners) { listener.offerRevoked(revokedOffer); } } } private void fireInvitationEvent(Jid groupChatJID, String sessionID, String body, Jid from, Map> metaData) { WorkgroupInvitation invitation = new WorkgroupInvitation(connection.getUser(), groupChatJID, workgroupJID, sessionID, body, from, metaData); synchronized (invitationListeners) { for (WorkgroupInvitationListener listener : invitationListeners) { listener.invitationReceived(invitation); } } } private void fireQueueUsersEvent(WorkgroupQueue queue, WorkgroupQueue.Status status, int averageWaitTime, Date oldestEntry, Set users) { synchronized (queueUsersListeners) { for (QueueUsersListener listener : queueUsersListeners) { if (status != null) { listener.statusUpdated(queue, status); } if (averageWaitTime != -1) { listener.averageWaitTimeUpdated(queue, averageWaitTime); } if (oldestEntry != null) { listener.oldestEntryUpdated(queue, oldestEntry); } if (users != null) { listener.usersUpdated(queue, users); } } } } // PacketListener Implementation. private void handlePacket(Stanza packet) { if (packet instanceof Presence) { Presence presence = (Presence) packet; // The workgroup can send us a number of different presence packets. We // check for different packet extensions to see what type of presence // packet it is. Resourcepart queueName = presence.getFrom().getResourceOrNull(); WorkgroupQueue queue = queues.get(queueName); // If there isn't already an entry for the queue, create a new one. if (queue == null) { queue = new WorkgroupQueue(queueName); queues.put(queueName, queue); } // QueueOverview packet extensions contain basic information about a queue. QueueOverview queueOverview = presence.getExtension(QueueOverview.ELEMENT_NAME, QueueOverview.NAMESPACE); if (queueOverview != null) { if (queueOverview.getStatus() == null) { queue.setStatus(WorkgroupQueue.Status.CLOSED); } else { queue.setStatus(queueOverview.getStatus()); } queue.setAverageWaitTime(queueOverview.getAverageWaitTime()); queue.setOldestEntry(queueOverview.getOldestEntry()); // Fire event. fireQueueUsersEvent(queue, queueOverview.getStatus(), queueOverview.getAverageWaitTime(), queueOverview.getOldestEntry(), null); return; } // QueueDetails packet extensions contain information about the users in // a queue. QueueDetails queueDetails = packet.getExtension(QueueDetails.ELEMENT_NAME, QueueDetails.NAMESPACE); if (queueDetails != null) { queue.setUsers(queueDetails.getUsers()); // Fire event. fireQueueUsersEvent(queue, null, -1, null, queueDetails.getUsers()); return; } // Notify agent packets gives an overview of agent activity in a queue. StandardExtensionElement notifyAgents = presence.getExtension("notify-agents", "http://jabber.org/protocol/workgroup"); if (notifyAgents != null) { int currentChats = Integer.parseInt(notifyAgents.getFirstElement("current-chats", "http://jabber.org/protocol/workgroup").getText()); int maxChats = Integer.parseInt(notifyAgents.getFirstElement("max-chats", "http://jabber.org/protocol/workgroup").getText()); queue.setCurrentChats(currentChats); queue.setMaxChats(maxChats); // Fire event. // TODO: might need another event for current chats and max chats of queue return; } } else if (packet instanceof Message) { Message message = (Message) packet; // Check if a room invitation was sent and if the sender is the workgroup MUCUser mucUser = message.getExtension("x", "http://jabber.org/protocol/muc#user"); MUCUser.Invite invite = mucUser != null ? mucUser.getInvite() : null; if (invite != null && workgroupJID.equals(invite.getFrom())) { String sessionID = null; Map> metaData = null; SessionID sessionIDExt = message.getExtension(SessionID.ELEMENT_NAME, SessionID.NAMESPACE); if (sessionIDExt != null) { sessionID = sessionIDExt.getSessionID(); } MetaData metaDataExt = message.getExtension(MetaData.ELEMENT_NAME, MetaData.NAMESPACE); if (metaDataExt != null) { metaData = metaDataExt.getMetaData(); } this.fireInvitationEvent(message.getFrom(), sessionID, message.getBody(), message.getFrom(), metaData); } } } /** * Creates a ChatNote that will be mapped to the given chat session. * * @param sessionID the session id of a Chat Session. * @param note the chat note to add. * @throws XMPPErrorException * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public void setNote(String sessionID, String note) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { ChatNotes notes = new ChatNotes(); notes.setType(IQ.Type.set); notes.setTo(workgroupJID); notes.setSessionID(sessionID); notes.setNotes(note); connection.createStanzaCollectorAndSend(notes).nextResultOrThrow(); } /** * Retrieves the ChatNote associated with a given chat session. * * @param sessionID the sessionID of the chat session. * @return the ChatNote associated with a given chat session. * @throws XMPPErrorException if an error occurs while retrieving the ChatNote. * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public ChatNotes getNote(String sessionID) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { ChatNotes request = new ChatNotes(); request.setType(IQ.Type.get); request.setTo(workgroupJID); request.setSessionID(sessionID); ChatNotes response = connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); return response; } /** * Retrieves the AgentChatHistory associated with a particular agent jid. * * @param jid the jid of the agent. * @param maxSessions the max number of sessions to retrieve. * @param startDate point in time from which on history should get retrieved. * @return the chat history associated with a given jid. * @throws XMPPException if an error occurs while retrieving the AgentChatHistory. * @throws NotConnectedException * @throws InterruptedException */ public AgentChatHistory getAgentHistory(EntityBareJid jid, int maxSessions, Date startDate) throws XMPPException, NotConnectedException, InterruptedException { AgentChatHistory request; if (startDate != null) { request = new AgentChatHistory(jid, maxSessions, startDate); } else { request = new AgentChatHistory(jid, maxSessions); } request.setType(IQ.Type.get); request.setTo(workgroupJID); AgentChatHistory response = connection.createStanzaCollectorAndSend( request).nextResult(); return response; } /** * Asks the workgroup for it's Search Settings. * * @return SearchSettings the search settings for this workgroup. * @throws XMPPErrorException * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public SearchSettings getSearchSettings() throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { SearchSettings request = new SearchSettings(); request.setType(IQ.Type.get); request.setTo(workgroupJID); SearchSettings response = connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); return response; } /** * Asks the workgroup for it's Global Macros. * * @param global true to retrieve global macros, otherwise false for personal macros. * @return MacroGroup the root macro group. * @throws XMPPErrorException if an error occurs while getting information from the server. * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public MacroGroup getMacros(boolean global) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { Macros request = new Macros(); request.setType(IQ.Type.get); request.setTo(workgroupJID); request.setPersonal(!global); Macros response = connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); return response.getRootGroup(); } /** * Persists the Personal Macro for an agent. * * @param group the macro group to save. * @throws XMPPErrorException * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public void saveMacros(MacroGroup group) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { Macros request = new Macros(); request.setType(IQ.Type.set); request.setTo(workgroupJID); request.setPersonal(true); request.setPersonalMacroGroup(group); connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); } /** * Query for metadata associated with a session id. * * @param sessionID the sessionID to query for. * @return Map a map of all metadata associated with the sessionID. * @throws XMPPException if an error occurs while getting information from the server. * @throws NotConnectedException * @throws InterruptedException */ public Map> getChatMetadata(String sessionID) throws XMPPException, NotConnectedException, InterruptedException { ChatMetadata request = new ChatMetadata(); request.setType(IQ.Type.get); request.setTo(workgroupJID); request.setSessionID(sessionID); ChatMetadata response = connection.createStanzaCollectorAndSend(request).nextResult(); return response.getMetadata(); } /** * Invites a user or agent to an existing session support. The provided invitee's JID can be of * a user, an agent, a queue or a workgroup. In the case of a queue or a workgroup the workgroup service * will decide the best agent to receive the invitation.

* * This method will return either when the service returned an ACK of the request or if an error occurred * while requesting the invitation. After sending the ACK the service will send the invitation to the target * entity. When dealing with agents the common sequence of offer-response will be followed. However, when * sending an invitation to a user a standard MUC invitation will be sent.

* * The agent or user that accepted the offer MUST join the room. Failing to do so will make * the invitation to fail. The inviter will eventually receive a message error indicating that the invitee * accepted the offer but failed to join the room. * * Different situations may lead to a failed invitation. Possible cases are: 1) all agents rejected the * offer and there are no agents available, 2) the agent that accepted the offer failed to join the room or * 2) the user that received the MUC invitation never replied or joined the room. In any of these cases * (or other failing cases) the inviter will get an error message with the failed notification. * * @param type type of entity that will get the invitation. * @param invitee JID of entity that will get the invitation. * @param sessionID ID of the support session that the invitee is being invited. * @param reason the reason of the invitation. * @throws XMPPErrorException if the sender of the invitation is not an agent or the service failed to process * the request. * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public void sendRoomInvitation(RoomInvitation.Type type, Jid invitee, String sessionID, String reason) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { final RoomInvitation invitation = new RoomInvitation(type, invitee, sessionID, reason); IQ iq = new RoomInvitation.RoomInvitationIQ(invitation); iq.setType(IQ.Type.set); iq.setTo(workgroupJID); iq.setFrom(connection.getUser()); connection.createStanzaCollectorAndSend(iq).nextResultOrThrow(); } /** * Transfer an existing session support to another user or agent. The provided invitee's JID can be of * a user, an agent, a queue or a workgroup. In the case of a queue or a workgroup the workgroup service * will decide the best agent to receive the invitation.

* * This method will return either when the service returned an ACK of the request or if an error occurred * while requesting the transfer. After sending the ACK the service will send the invitation to the target * entity. When dealing with agents the common sequence of offer-response will be followed. However, when * sending an invitation to a user a standard MUC invitation will be sent.

* * Once the invitee joins the support room the workgroup service will kick the inviter from the room.

* * Different situations may lead to a failed transfers. Possible cases are: 1) all agents rejected the * offer and there are no agents available, 2) the agent that accepted the offer failed to join the room * or 2) the user that received the MUC invitation never replied or joined the room. In any of these cases * (or other failing cases) the inviter will get an error message with the failed notification. * * @param type type of entity that will get the invitation. * @param invitee JID of entity that will get the invitation. * @param sessionID ID of the support session that the invitee is being invited. * @param reason the reason of the invitation. * @throws XMPPErrorException if the sender of the invitation is not an agent or the service failed to process * the request. * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public void sendRoomTransfer(RoomTransfer.Type type, String invitee, String sessionID, String reason) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { final RoomTransfer transfer = new RoomTransfer(type, invitee, sessionID, reason); IQ iq = new RoomTransfer.RoomTransferIQ(transfer); iq.setType(IQ.Type.set); iq.setTo(workgroupJID); iq.setFrom(connection.getUser()); connection.createStanzaCollectorAndSend(iq).nextResultOrThrow(); } /** * Returns the generic metadata of the workgroup the agent belongs to. * * @param con the XMPPConnection to use. * @param query an optional query object used to tell the server what metadata to retrieve. This can be null. * @return the settings for the workgroup. * @throws XMPPErrorException if an error occurs while sending the request to the server. * @throws NoResponseException * @throws NotConnectedException * @throws InterruptedException */ public GenericSettings getGenericSettings(XMPPConnection con, String query) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { GenericSettings setting = new GenericSettings(); setting.setType(IQ.Type.get); setting.setTo(workgroupJID); GenericSettings response = connection.createStanzaCollectorAndSend( setting).nextResultOrThrow(); return response; } public boolean hasMonitorPrivileges(XMPPConnection con) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { MonitorPacket request = new MonitorPacket(); request.setType(IQ.Type.get); request.setTo(workgroupJID); MonitorPacket response = connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); return response.isMonitor(); } public void makeRoomOwner(XMPPConnection con, String sessionID) throws NoResponseException, XMPPErrorException, NotConnectedException, InterruptedException { MonitorPacket request = new MonitorPacket(); request.setType(IQ.Type.set); request.setTo(workgroupJID); request.setSessionID(sessionID); connection.createStanzaCollectorAndSend(request).nextResultOrThrow(); } }