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1184 lines
No EOL
48 KiB
Java
1184 lines
No EOL
48 KiB
Java
/**
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* $Revision$
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* $Date$
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*
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* Copyright 2003-2007 Jive Software.
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*
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* All rights reserved. Licensed under the Apache License, Version 2.0 (the "License");
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* you may not use this file except in compliance with the License.
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* You may obtain a copy of the License at
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*
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* http://www.apache.org/licenses/LICENSE-2.0
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*
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* Unless required by applicable law or agreed to in writing, software
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* distributed under the License is distributed on an "AS IS" BASIS,
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* WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
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* See the License for the specific language governing permissions and
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* limitations under the License.
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*/
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package org.jivesoftware.smackx.workgroup.agent;
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import org.jivesoftware.smackx.workgroup.MetaData;
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import org.jivesoftware.smackx.workgroup.WorkgroupInvitation;
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import org.jivesoftware.smackx.workgroup.WorkgroupInvitationListener;
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import org.jivesoftware.smackx.workgroup.ext.history.AgentChatHistory;
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import org.jivesoftware.smackx.workgroup.ext.history.ChatMetadata;
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import org.jivesoftware.smackx.workgroup.ext.macros.MacroGroup;
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import org.jivesoftware.smackx.workgroup.ext.macros.Macros;
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import org.jivesoftware.smackx.workgroup.ext.notes.ChatNotes;
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import org.jivesoftware.smackx.workgroup.packet.*;
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import org.jivesoftware.smackx.workgroup.settings.GenericSettings;
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import org.jivesoftware.smackx.workgroup.settings.SearchSettings;
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import org.jivesoftware.smack.*;
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import org.jivesoftware.smack.filter.*;
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import org.jivesoftware.smack.packet.*;
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import org.jivesoftware.smack.util.StringUtils;
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import org.jivesoftware.smackx.Form;
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import org.jivesoftware.smackx.ReportedData;
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import org.jivesoftware.smackx.packet.MUCUser;
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import java.util.*;
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/**
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* This class embodies the agent's active presence within a given workgroup. The application
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* should have N instances of this class, where N is the number of workgroups to which the
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* owning agent of the application belongs. This class provides all functionality that a
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* session within a given workgroup is expected to have from an agent's perspective -- setting
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* the status, tracking the status of queues to which the agent belongs within the workgroup, and
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* dequeuing customers.
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*
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* @author Matt Tucker
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* @author Derek DeMoro
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*/
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public class AgentSession {
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private Connection connection;
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private String workgroupJID;
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private boolean online = false;
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private Presence.Mode presenceMode;
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private int maxChats;
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private final Map<String, String> metaData;
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private Map<String, WorkgroupQueue> queues;
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private final List<OfferListener> offerListeners;
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private final List<WorkgroupInvitationListener> invitationListeners;
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private final List<QueueUsersListener> queueUsersListeners;
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private AgentRoster agentRoster = null;
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private TranscriptManager transcriptManager;
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private TranscriptSearchManager transcriptSearchManager;
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private Agent agent;
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private PacketListener packetListener;
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/**
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* Constructs a new agent session instance. Note, the {@link #setOnline(boolean)}
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* method must be called with an argument of <tt>true</tt> to mark the agent
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* as available to accept chat requests.
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*
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* @param connection a connection instance which must have already gone through
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* authentication.
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* @param workgroupJID the fully qualified JID of the workgroup.
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*/
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public AgentSession(String workgroupJID, Connection connection) {
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// Login must have been done before passing in connection.
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if (!connection.isAuthenticated()) {
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throw new IllegalStateException("Must login to server before creating workgroup.");
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}
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this.workgroupJID = workgroupJID;
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this.connection = connection;
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this.transcriptManager = new TranscriptManager(connection);
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this.transcriptSearchManager = new TranscriptSearchManager(connection);
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this.maxChats = -1;
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this.metaData = new HashMap<String, String>();
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this.queues = new HashMap<String, WorkgroupQueue>();
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offerListeners = new ArrayList<OfferListener>();
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invitationListeners = new ArrayList<WorkgroupInvitationListener>();
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queueUsersListeners = new ArrayList<QueueUsersListener>();
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// Create a filter to listen for packets we're interested in.
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OrFilter filter = new OrFilter();
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filter.addFilter(new PacketTypeFilter(OfferRequestProvider.OfferRequestPacket.class));
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filter.addFilter(new PacketTypeFilter(OfferRevokeProvider.OfferRevokePacket.class));
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filter.addFilter(new PacketTypeFilter(Presence.class));
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filter.addFilter(new PacketTypeFilter(Message.class));
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packetListener = new PacketListener() {
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public void processPacket(Packet packet) {
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try {
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handlePacket(packet);
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}
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catch (Exception e) {
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e.printStackTrace();
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}
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}
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};
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connection.addPacketListener(packetListener, filter);
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// Create the agent associated to this session
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agent = new Agent(connection, workgroupJID);
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}
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/**
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* Close the agent session. The underlying connection will remain opened but the
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* packet listeners that were added by this agent session will be removed.
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*/
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public void close() {
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connection.removePacketListener(packetListener);
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}
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/**
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* Returns the agent roster for the workgroup, which contains
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*
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* @return the AgentRoster
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*/
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public AgentRoster getAgentRoster() {
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if (agentRoster == null) {
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agentRoster = new AgentRoster(connection, workgroupJID);
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}
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// This might be the first time the user has asked for the roster. If so, we
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// want to wait up to 2 seconds for the server to send back the list of agents.
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// This behavior shields API users from having to worry about the fact that the
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// operation is asynchronous, although they'll still have to listen for changes
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// to the roster.
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int elapsed = 0;
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while (!agentRoster.rosterInitialized && elapsed <= 2000) {
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try {
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Thread.sleep(500);
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}
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catch (Exception e) {
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// Ignore
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}
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elapsed += 500;
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}
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return agentRoster;
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}
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/**
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* Returns the agent's current presence mode.
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*
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* @return the agent's current presence mode.
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*/
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public Presence.Mode getPresenceMode() {
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return presenceMode;
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}
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/**
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* Returns the maximum number of chats the agent can participate in.
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*
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* @return the maximum number of chats the agent can participate in.
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*/
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public int getMaxChats() {
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return maxChats;
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}
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/**
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* Returns true if the agent is online with the workgroup.
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*
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* @return true if the agent is online with the workgroup.
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*/
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public boolean isOnline() {
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return online;
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}
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/**
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* Allows the addition of a new key-value pair to the agent's meta data, if the value is
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* new data, the revised meta data will be rebroadcast in an agent's presence broadcast.
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*
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* @param key the meta data key
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* @param val the non-null meta data value
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* @throws XMPPException if an exception occurs.
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*/
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public void setMetaData(String key, String val) throws XMPPException {
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synchronized (this.metaData) {
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String oldVal = (String)this.metaData.get(key);
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if ((oldVal == null) || (!oldVal.equals(val))) {
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metaData.put(key, val);
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setStatus(presenceMode, maxChats);
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}
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}
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}
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/**
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* Allows the removal of data from the agent's meta data, if the key represents existing data,
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* the revised meta data will be rebroadcast in an agent's presence broadcast.
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*
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* @param key the meta data key.
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* @throws XMPPException if an exception occurs.
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*/
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public void removeMetaData(String key) throws XMPPException {
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synchronized (this.metaData) {
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String oldVal = (String)metaData.remove(key);
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if (oldVal != null) {
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setStatus(presenceMode, maxChats);
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}
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}
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}
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/**
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* Allows the retrieval of meta data for a specified key.
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*
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* @param key the meta data key
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* @return the meta data value associated with the key or <tt>null</tt> if the meta-data
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* doesn't exist..
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*/
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public String getMetaData(String key) {
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return (String)metaData.get(key);
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}
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/**
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* Sets whether the agent is online with the workgroup. If the user tries to go online with
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* the workgroup but is not allowed to be an agent, an XMPPError with error code 401 will
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* be thrown.
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*
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* @param online true to set the agent as online with the workgroup.
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* @throws XMPPException if an error occurs setting the online status.
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*/
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public void setOnline(boolean online) throws XMPPException {
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// If the online status hasn't changed, do nothing.
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if (this.online == online) {
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return;
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}
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Presence presence;
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// If the user is going online...
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if (online) {
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presence = new Presence(Presence.Type.available);
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presence.setTo(workgroupJID);
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presence.addExtension(new DefaultPacketExtension(AgentStatus.ELEMENT_NAME,
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AgentStatus.NAMESPACE));
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PacketCollector collector = this.connection.createPacketCollector(new AndFilter(new PacketTypeFilter(Presence.class), new FromContainsFilter(workgroupJID)));
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connection.sendPacket(presence);
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presence = (Presence)collector.nextResult(5000);
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collector.cancel();
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if (!presence.isAvailable()) {
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throw new XMPPException("No response from server on status set.");
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}
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if (presence.getError() != null) {
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throw new XMPPException(presence.getError());
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}
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// We can safely update this iv since we didn't get any error
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this.online = online;
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}
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// Otherwise the user is going offline...
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else {
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// Update this iv now since we don't care at this point of any error
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this.online = online;
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presence = new Presence(Presence.Type.unavailable);
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presence.setTo(workgroupJID);
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presence.addExtension(new DefaultPacketExtension(AgentStatus.ELEMENT_NAME,
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AgentStatus.NAMESPACE));
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connection.sendPacket(presence);
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}
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}
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/**
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* Sets the agent's current status with the workgroup. The presence mode affects
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* how offers are routed to the agent. The possible presence modes with their
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* meanings are as follows:<ul>
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* <p/>
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* <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
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* (equivalent to Presence.Mode.CHAT).
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* <li>Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed.
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* However, special case, or extreme urgency chats may still be offered to the agent.
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* <li>Presence.Mode.AWAY -- the agent is not available and should not
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* have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
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* <p/>
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* The max chats value is the maximum number of chats the agent is willing to have
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* routed to them at once. Some servers may be configured to only accept max chat
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* values in a certain range; for example, between two and five. In that case, the
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* maxChats value the agent sends may be adjusted by the server to a value within that
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* range.
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*
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* @param presenceMode the presence mode of the agent.
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* @param maxChats the maximum number of chats the agent is willing to accept.
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* @throws XMPPException if an error occurs setting the agent status.
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* @throws IllegalStateException if the agent is not online with the workgroup.
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*/
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public void setStatus(Presence.Mode presenceMode, int maxChats) throws XMPPException {
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setStatus(presenceMode, maxChats, null);
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}
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/**
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* Sets the agent's current status with the workgroup. The presence mode affects how offers
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* are routed to the agent. The possible presence modes with their meanings are as follows:<ul>
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* <p/>
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* <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
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* (equivalent to Presence.Mode.CHAT).
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* <li>Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed.
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* However, special case, or extreme urgency chats may still be offered to the agent.
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* <li>Presence.Mode.AWAY -- the agent is not available and should not
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* have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
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* <p/>
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* The max chats value is the maximum number of chats the agent is willing to have routed to
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* them at once. Some servers may be configured to only accept max chat values in a certain
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* range; for example, between two and five. In that case, the maxChats value the agent sends
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* may be adjusted by the server to a value within that range.
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*
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* @param presenceMode the presence mode of the agent.
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* @param maxChats the maximum number of chats the agent is willing to accept.
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* @param status sets the status message of the presence update.
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* @throws XMPPException if an error occurs setting the agent status.
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* @throws IllegalStateException if the agent is not online with the workgroup.
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*/
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public void setStatus(Presence.Mode presenceMode, int maxChats, String status)
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throws XMPPException {
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if (!online) {
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throw new IllegalStateException("Cannot set status when the agent is not online.");
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}
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if (presenceMode == null) {
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presenceMode = Presence.Mode.available;
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}
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this.presenceMode = presenceMode;
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this.maxChats = maxChats;
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Presence presence = new Presence(Presence.Type.available);
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presence.setMode(presenceMode);
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presence.setTo(this.getWorkgroupJID());
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if (status != null) {
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presence.setStatus(status);
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}
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// Send information about max chats and current chats as a packet extension.
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DefaultPacketExtension agentStatus = new DefaultPacketExtension(AgentStatus.ELEMENT_NAME,
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AgentStatus.NAMESPACE);
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agentStatus.setValue("max-chats", "" + maxChats);
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presence.addExtension(agentStatus);
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presence.addExtension(new MetaData(this.metaData));
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PacketCollector collector = this.connection.createPacketCollector(new AndFilter(new PacketTypeFilter(Presence.class), new FromContainsFilter(workgroupJID)));
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this.connection.sendPacket(presence);
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presence = (Presence)collector.nextResult(5000);
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collector.cancel();
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if (!presence.isAvailable()) {
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throw new XMPPException("No response from server on status set.");
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}
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if (presence.getError() != null) {
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throw new XMPPException(presence.getError());
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}
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}
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/**
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* Sets the agent's current status with the workgroup. The presence mode affects how offers
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* are routed to the agent. The possible presence modes with their meanings are as follows:<ul>
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* <p/>
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* <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
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* (equivalent to Presence.Mode.CHAT).
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* <li>Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed.
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* However, special case, or extreme urgency chats may still be offered to the agent.
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* <li>Presence.Mode.AWAY -- the agent is not available and should not
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* have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
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*
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* @param presenceMode the presence mode of the agent.
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* @param status sets the status message of the presence update.
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* @throws XMPPException if an error occurs setting the agent status.
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* @throws IllegalStateException if the agent is not online with the workgroup.
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*/
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public void setStatus(Presence.Mode presenceMode, String status) throws XMPPException {
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if (!online) {
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throw new IllegalStateException("Cannot set status when the agent is not online.");
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}
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if (presenceMode == null) {
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presenceMode = Presence.Mode.available;
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}
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this.presenceMode = presenceMode;
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Presence presence = new Presence(Presence.Type.available);
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presence.setMode(presenceMode);
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presence.setTo(this.getWorkgroupJID());
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if (status != null) {
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presence.setStatus(status);
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}
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presence.addExtension(new MetaData(this.metaData));
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PacketCollector collector = this.connection.createPacketCollector(new AndFilter(new PacketTypeFilter(Presence.class),
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new FromContainsFilter(workgroupJID)));
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this.connection.sendPacket(presence);
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presence = (Presence)collector.nextResult(5000);
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collector.cancel();
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if (!presence.isAvailable()) {
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throw new XMPPException("No response from server on status set.");
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}
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if (presence.getError() != null) {
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throw new XMPPException(presence.getError());
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}
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}
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/**
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* Removes a user from the workgroup queue. This is an administrative action that the
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* <p/>
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* The agent is not guaranteed of having privileges to perform this action; an exception
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* denying the request may be thrown.
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*
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* @param userID the ID of the user to remove.
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* @throws XMPPException if an exception occurs.
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*/
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public void dequeueUser(String userID) throws XMPPException {
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// todo: this method simply won't work right now.
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DepartQueuePacket departPacket = new DepartQueuePacket(this.workgroupJID);
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// PENDING
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this.connection.sendPacket(departPacket);
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}
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/**
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* Returns the transcripts of a given user. The answer will contain the complete history of
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* conversations that a user had.
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*
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* @param userID the id of the user to get his conversations.
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* @return the transcripts of a given user.
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* @throws XMPPException if an error occurs while getting the information.
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*/
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public Transcripts getTranscripts(String userID) throws XMPPException {
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return transcriptManager.getTranscripts(workgroupJID, userID);
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}
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/**
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* Returns the full conversation transcript of a given session.
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*
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* @param sessionID the id of the session to get the full transcript.
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* @return the full conversation transcript of a given session.
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* @throws XMPPException if an error occurs while getting the information.
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*/
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public Transcript getTranscript(String sessionID) throws XMPPException {
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return transcriptManager.getTranscript(workgroupJID, sessionID);
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}
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/**
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* Returns the Form to use for searching transcripts. It is unlikely that the server
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* will change the form (without a restart) so it is safe to keep the returned form
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* for future submissions.
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*
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* @return the Form to use for searching transcripts.
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* @throws XMPPException if an error occurs while sending the request to the server.
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*/
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public Form getTranscriptSearchForm() throws XMPPException {
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return transcriptSearchManager.getSearchForm(StringUtils.parseServer(workgroupJID));
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}
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/**
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* 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 XMPPException if an error occurs while submiting the search to the server.
|
|
*/
|
|
public ReportedData searchTranscripts(Form completedForm) throws XMPPException {
|
|
return transcriptSearchManager.submitSearch(StringUtils.parseServer(workgroupJID),
|
|
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 XMPPException if an error occurs while getting information from the server.
|
|
*/
|
|
public OccupantsInfo getOccupantsInfo(String roomID) throws XMPPException {
|
|
OccupantsInfo request = new OccupantsInfo(roomID);
|
|
request.setType(IQ.Type.GET);
|
|
request.setTo(workgroupJID);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
OccupantsInfo response = (OccupantsInfo)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
return response;
|
|
}
|
|
|
|
/**
|
|
* @return the fully-qualified name of the workgroup for which this session exists
|
|
*/
|
|
public String getWorkgroupJID() {
|
|
return workgroupJID;
|
|
}
|
|
|
|
/**
|
|
* Returns the Agent associated to this session.
|
|
*
|
|
* @return the Agent associated to this session.
|
|
*/
|
|
public Agent getAgent() {
|
|
return agent;
|
|
}
|
|
|
|
/**
|
|
* @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) {
|
|
return queues.get(queueName);
|
|
}
|
|
|
|
public Iterator<WorkgroupQueue> getQueues() {
|
|
return Collections.unmodifiableMap((new HashMap<String, WorkgroupQueue>(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(String groupChatJID, String sessionID, String body,
|
|
String 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(Packet packet) {
|
|
if (packet instanceof OfferRequestProvider.OfferRequestPacket) {
|
|
// Acknowledge the IQ set.
|
|
IQ reply = new IQ() {
|
|
public String getChildElementXML() {
|
|
return null;
|
|
}
|
|
};
|
|
reply.setPacketID(packet.getPacketID());
|
|
reply.setTo(packet.getFrom());
|
|
reply.setType(IQ.Type.RESULT);
|
|
connection.sendPacket(reply);
|
|
|
|
fireOfferRequestEvent((OfferRequestProvider.OfferRequestPacket)packet);
|
|
}
|
|
else 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.
|
|
|
|
String queueName = StringUtils.parseResource(presence.getFrom());
|
|
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 = (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 = (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.
|
|
DefaultPacketExtension notifyAgents = (DefaultPacketExtension)presence.getExtension("notify-agents", "http://jabber.org/protocol/workgroup");
|
|
if (notifyAgents != null) {
|
|
int currentChats = Integer.parseInt(notifyAgents.getValue("current-chats"));
|
|
int maxChats = Integer.parseInt(notifyAgents.getValue("max-chats"));
|
|
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 = (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 = (SessionID)message.getExtension(SessionID.ELEMENT_NAME,
|
|
SessionID.NAMESPACE);
|
|
if (sessionIDExt != null) {
|
|
sessionID = sessionIDExt.getSessionID();
|
|
}
|
|
|
|
MetaData metaDataExt = (MetaData)message.getExtension(MetaData.ELEMENT_NAME,
|
|
MetaData.NAMESPACE);
|
|
if (metaDataExt != null) {
|
|
metaData = metaDataExt.getMetaData();
|
|
}
|
|
|
|
this.fireInvitationEvent(message.getFrom(), sessionID, message.getBody(),
|
|
message.getFrom(), metaData);
|
|
}
|
|
}
|
|
else if (packet instanceof OfferRevokeProvider.OfferRevokePacket) {
|
|
// Acknowledge the IQ set.
|
|
IQ reply = new IQ() {
|
|
public String getChildElementXML() {
|
|
return null;
|
|
}
|
|
};
|
|
reply.setPacketID(packet.getPacketID());
|
|
reply.setType(IQ.Type.RESULT);
|
|
connection.sendPacket(reply);
|
|
|
|
fireOfferRevokeEvent((OfferRevokeProvider.OfferRevokePacket)packet);
|
|
}
|
|
}
|
|
|
|
/**
|
|
* 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 XMPPException is thrown if an error occurs while adding the note.
|
|
*/
|
|
public void setNote(String sessionID, String note) throws XMPPException {
|
|
note = ChatNotes.replace(note, "\n", "\\n");
|
|
note = StringUtils.escapeForXML(note);
|
|
|
|
ChatNotes notes = new ChatNotes();
|
|
notes.setType(IQ.Type.SET);
|
|
notes.setTo(workgroupJID);
|
|
notes.setSessionID(sessionID);
|
|
notes.setNotes(note);
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(notes.getPacketID()));
|
|
// Send the request
|
|
connection.sendPacket(notes);
|
|
|
|
IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server on status set.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Retrieves the ChatNote associated with a given chat session.
|
|
*
|
|
* @param sessionID the sessionID of the chat session.
|
|
* @return the <code>ChatNote</code> associated with a given chat session.
|
|
* @throws XMPPException if an error occurs while retrieving the ChatNote.
|
|
*/
|
|
public ChatNotes getNote(String sessionID) throws XMPPException {
|
|
ChatNotes request = new ChatNotes();
|
|
request.setType(IQ.Type.GET);
|
|
request.setTo(workgroupJID);
|
|
request.setSessionID(sessionID);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
ChatNotes response = (ChatNotes)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
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 the starting date of sessions to retrieve.
|
|
* @return the chat history associated with a given jid.
|
|
* @throws XMPPException if an error occurs while retrieving the AgentChatHistory.
|
|
*/
|
|
public AgentChatHistory getAgentHistory(String jid, int maxSessions, Date startDate) throws XMPPException {
|
|
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);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
AgentChatHistory response = (AgentChatHistory)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
return response;
|
|
}
|
|
|
|
/**
|
|
* Asks the workgroup for it's Search Settings.
|
|
*
|
|
* @return SearchSettings the search settings for this workgroup.
|
|
* @throws XMPPException if an error occurs while getting information from the server.
|
|
*/
|
|
public SearchSettings getSearchSettings() throws XMPPException {
|
|
SearchSettings request = new SearchSettings();
|
|
request.setType(IQ.Type.GET);
|
|
request.setTo(workgroupJID);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
|
|
SearchSettings response = (SearchSettings)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
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 XMPPException if an error occurs while getting information from the server.
|
|
*/
|
|
public MacroGroup getMacros(boolean global) throws XMPPException {
|
|
Macros request = new Macros();
|
|
request.setType(IQ.Type.GET);
|
|
request.setTo(workgroupJID);
|
|
request.setPersonal(!global);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
|
|
Macros response = (Macros)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
return response.getRootGroup();
|
|
}
|
|
|
|
/**
|
|
* Persists the Personal Macro for an agent.
|
|
*
|
|
* @param group the macro group to save.
|
|
* @throws XMPPException if an error occurs while getting information from the server.
|
|
*/
|
|
public void saveMacros(MacroGroup group) throws XMPPException {
|
|
Macros request = new Macros();
|
|
request.setType(IQ.Type.SET);
|
|
request.setTo(workgroupJID);
|
|
request.setPersonal(true);
|
|
request.setPersonalMacroGroup(group);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
|
|
IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server on status set.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
}
|
|
|
|
/**
|
|
* 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.
|
|
*/
|
|
public Map getChatMetadata(String sessionID) throws XMPPException {
|
|
ChatMetadata request = new ChatMetadata();
|
|
request.setType(IQ.Type.GET);
|
|
request.setTo(workgroupJID);
|
|
request.setSessionID(sessionID);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
|
|
ChatMetadata response = (ChatMetadata)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
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.<p>
|
|
*
|
|
* This method will return either when the service returned an ACK of the request or if an error occured
|
|
* 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.<p>
|
|
*
|
|
* The agent or user that accepted the offer <b>MUST</b> 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 ther 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 XMPPException if the sender of the invitation is not an agent or the service failed to process
|
|
* the request.
|
|
*/
|
|
public void sendRoomInvitation(RoomInvitation.Type type, String invitee, String sessionID, String reason)
|
|
throws XMPPException {
|
|
final RoomInvitation invitation = new RoomInvitation(type, invitee, sessionID, reason);
|
|
IQ iq = new IQ() {
|
|
|
|
public String getChildElementXML() {
|
|
return invitation.toXML();
|
|
}
|
|
};
|
|
iq.setType(IQ.Type.SET);
|
|
iq.setTo(workgroupJID);
|
|
iq.setFrom(connection.getUser());
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(iq.getPacketID()));
|
|
connection.sendPacket(iq);
|
|
|
|
IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
}
|
|
|
|
/**
|
|
* 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.<p>
|
|
*
|
|
* This method will return either when the service returned an ACK of the request or if an error occured
|
|
* 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.<p>
|
|
*
|
|
* Once the invitee joins the support room the workgroup service will kick the inviter from the room.<p>
|
|
*
|
|
* 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 XMPPException if the sender of the invitation is not an agent or the service failed to process
|
|
* the request.
|
|
*/
|
|
public void sendRoomTransfer(RoomTransfer.Type type, String invitee, String sessionID, String reason)
|
|
throws XMPPException {
|
|
final RoomTransfer transfer = new RoomTransfer(type, invitee, sessionID, reason);
|
|
IQ iq = new IQ() {
|
|
|
|
public String getChildElementXML() {
|
|
return transfer.toXML();
|
|
}
|
|
};
|
|
iq.setType(IQ.Type.SET);
|
|
iq.setTo(workgroupJID);
|
|
iq.setFrom(connection.getUser());
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(iq.getPacketID()));
|
|
connection.sendPacket(iq);
|
|
|
|
IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Returns the generic metadata of the workgroup the agent belongs to.
|
|
*
|
|
* @param con the Connection to use.
|
|
* @param query an optional query object used to tell the server what metadata to retrieve. This can be null.
|
|
* @throws XMPPException if an error occurs while sending the request to the server.
|
|
* @return the settings for the workgroup.
|
|
*/
|
|
public GenericSettings getGenericSettings(Connection con, String query) throws XMPPException {
|
|
GenericSettings setting = new GenericSettings();
|
|
setting.setType(IQ.Type.GET);
|
|
setting.setTo(workgroupJID);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(setting.getPacketID()));
|
|
connection.sendPacket(setting);
|
|
|
|
GenericSettings response = (GenericSettings)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server on status set.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
return response;
|
|
}
|
|
|
|
public boolean hasMonitorPrivileges(Connection con) throws XMPPException {
|
|
MonitorPacket request = new MonitorPacket();
|
|
request.setType(IQ.Type.GET);
|
|
request.setTo(workgroupJID);
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
MonitorPacket response = (MonitorPacket)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server on status set.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
return response.isMonitor();
|
|
|
|
}
|
|
|
|
public void makeRoomOwner(Connection con, String sessionID) throws XMPPException {
|
|
MonitorPacket request = new MonitorPacket();
|
|
request.setType(IQ.Type.SET);
|
|
request.setTo(workgroupJID);
|
|
request.setSessionID(sessionID);
|
|
|
|
|
|
PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
|
|
connection.sendPacket(request);
|
|
|
|
Packet response = collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
|
|
|
|
// Cancel the collector.
|
|
collector.cancel();
|
|
if (response == null) {
|
|
throw new XMPPException("No response from server on status set.");
|
|
}
|
|
if (response.getError() != null) {
|
|
throw new XMPPException(response.getError());
|
|
}
|
|
}
|
|
} |