Package org.jivesoftware.smackx.workgroup.user

Class Workgroup

java.lang.Object
org.jivesoftware.smackx.workgroup.user.Workgroup
public class Workgroup extends Object
Provides workgroup services for users. Users can join the workgroup queue, depart the queue, find status information about their placement in the queue, and register to be notified when they are routed to an agent.

This class only provides a users perspective into a workgroup and is not intended for use by agents.

  • Constructor Details

    • Workgroup

      public Workgroup(EntityBareJid workgroupJID, XMPPConnection connection)
      Creates a new workgroup instance using the specified workgroup JID (e.g.support@workgroup.example.com) and XMPP connection. The connection must have undergone a successful login before being used to construct an instance of this class.
      Parameters:
      workgroupJID - the JID of the workgroup.
      connection - an XMPP connection which must have already undergone a successful login.

  • Method Details

    • getWorkgroupJID

      public EntityBareJid getWorkgroupJID()
      Returns the name of this workgroup (e.g.support@example.com).
      Returns:
      the name of the workgroup.

    • isInQueue

      public boolean isInQueue()
      Returns true if the user is currently waiting in the workgroup queue.
      Returns:
      true if currently waiting in the queue.

    • isAvailable

      public boolean isAvailable() throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Returns true if the workgroup is available for receiving new requests. The workgroup will be available only when agents are available for this workgroup.
      Returns:
      true if the workgroup is available for receiving new requests.
      Throws:
      XMPPException.XMPPErrorException - if there was an XMPP error returned.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • getQueuePosition

      public int getQueuePosition()
      Returns the users current position in the workgroup queue. A value of 0 means the user is next in line to be routed; therefore, if the queue position is being displayed to the end user it is usually a good idea to add 1 to the value this method returns before display. If the user is not currently waiting in the workgroup, or no queue position information is available, -1 will be returned.
      Returns:
      the user's current position in the workgroup queue, or -1 if the position isn't available or if the user isn't in the queue.

    • getQueueRemainingTime

      public int getQueueRemainingTime()
      Returns the estimated time (in seconds) that the user has to left wait in the workgroup queue before being routed. If the user is not currently waiting int he workgroup, or no queue time information is available, -1 will be returned.
      Returns:
      the estimated time remaining (in seconds) that the user has to wait in the workgroup queue, or -1 if time information isn't available or if the user isn't int the queue.

    • joinQueue

      public void joinQueue() throws XMPPException, SmackException, InterruptedException
      Joins the workgroup queue to wait to be routed to an agent. After joining the queue, queue status events will be sent to indicate the user's position and estimated time left in the queue. Once joining the queue, there are three ways the user can leave the queue:
      • The user is routed to an agent, which triggers a GroupChat invitation.
      • The user asks to leave the queue by calling the departQueue() method.
      • A server error occurs, or an administrator explicitly removes the user from the queue.
      A user cannot request to join the queue again if already in the queue. Therefore, this method will throw an IllegalStateException if the user is already in the queue.

      Some servers may be configured to require certain meta-data in order to join the queue. In that case, the joinQueue(FillableForm) method should be used instead of this method so that meta-data may be passed in.

      The server tracks the conversations that a user has with agents over time. By default, that tracking is done using the user's JID. However, this is not always possible. For example, when the user is logged in anonymously using a web client. In that case the user ID might be a randomly generated value put into a persistent cookie or a username obtained via the session. A userID can be explicitly passed in by using the joinQueue(DataForm, Jid) method. When specified, that userID will be used instead of the user's JID to track conversations. The server will ignore a manually specified userID if the user's connection to the server is not anonymous.

      Throws:
      XMPPException - if an error occurred joining the queue. An error may indicate that a connection failure occurred or that the server explicitly rejected the request to join the queue.
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • joinQueue

      public void joinQueue(FillableForm answerForm) throws XMPPException, SmackException, InterruptedException
      Joins the workgroup queue to wait to be routed to an agent. After joining the queue, queue status events will be sent to indicate the user's position and estimated time left in the queue. Once joining the queue, there are three ways the user can leave the queue:
      • The user is routed to an agent, which triggers a GroupChat invitation.
      • The user asks to leave the queue by calling the departQueue() method.
      • A server error occurs, or an administrator explicitly removes the user from the queue.
      A user cannot request to join the queue again if already in the queue. Therefore, this method will throw an IllegalStateException if the user is already in the queue.

      Some servers may be configured to require certain meta-data in order to join the queue.

      The server tracks the conversations that a user has with agents over time. By default, that tracking is done using the user's JID. However, this is not always possible. For example, when the user is logged in anonymously using a web client. In that case the user ID might be a randomly generated value put into a persistent cookie or a username obtained via the session. A userID can be explicitly passed in by using the joinQueue(DataForm, Jid) method. When specified, that userID will be used instead of the user's JID to track conversations. The server will ignore a manually specified userID if the user's connection to the server is not anonymous.

      Parameters:
      answerForm - the completed form the send for the join request.
      Throws:
      XMPPException - if an error occurred joining the queue. An error may indicate that a connection failure occurred or that the server explicitly rejected the request to join the queue.
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • joinQueue

      public void joinQueue(DataForm answerForm, Jid userID) throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException

      Joins the workgroup queue to wait to be routed to an agent. After joining the queue, queue status events will be sent to indicate the user's position and estimated time left in the queue. Once joining the queue, there are three ways the user can leave the queue:

      • The user is routed to an agent, which triggers a GroupChat invitation.
      • The user asks to leave the queue by calling the departQueue() method.
      • A server error occurs, or an administrator explicitly removes the user from the queue.
      A user cannot request to join the queue again if already in the queue. Therefore, this method will throw an IllegalStateException if the user is already in the queue.

      Some servers may be configured to require certain meta-data in order to join the queue.

      The server tracks the conversations that a user has with agents over time. By default, that tracking is done using the user's JID. However, this is not always possible. For example, when the user is logged in anonymously using a web client. In that case the user ID might be a randomly generated value put into a persistent cookie or a username obtained via the session. When specified, that userID will be used instead of the user's JID to track conversations. The server will ignore a manually specified userID if the user's connection to the server is not anonymous.

      Parameters:
      answerForm - the completed form associated with the join request.
      userID - String that represents the ID of the user when using anonymous sessions or null if a userID should not be used.
      Throws:
      XMPPException.XMPPErrorException - if an error occurred joining the queue. An error may indicate that a connection failure occurred or that the server explicitly rejected the request to join the queue.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • joinQueue

      public void joinQueue(Map<String,Object> metadata, Jid userID) throws XMPPException, SmackException, InterruptedException

      Joins the workgroup queue to wait to be routed to an agent. After joining the queue, queue status events will be sent to indicate the user's position and estimated time left in the queue. Once joining the queue, there are three ways the user can leave the queue:

      • The user is routed to an agent, which triggers a GroupChat invitation.
      • The user asks to leave the queue by calling the departQueue() method.
      • A server error occurs, or an administrator explicitly removes the user from the queue.
      A user cannot request to join the queue again if already in the queue. Therefore, this method will throw an IllegalStateException if the user is already in the queue.

      Some servers may be configured to require certain meta-data in order to join the queue.

      The server tracks the conversations that a user has with agents over time. By default, that tracking is done using the user's JID. However, this is not always possible. For example, when the user is logged in anonymously using a web client. In that case the user ID might be a randomly generated value put into a persistent cookie or a username obtained via the session. When specified, that userID will be used instead of the user's JID to track conversations. The server will ignore a manually specified userID if the user's connection to the server is not anonymous.

      Parameters:
      metadata - metadata to create a dataform from.
      userID - String that represents the ID of the user when using anonymous sessions or null if a userID should not be used.
      Throws:
      XMPPException - if an error occurred joining the queue. An error may indicate that a connection failure occurred or that the server explicitly rejected the request to join the queue.
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • departQueue

      public void departQueue() throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Departs the workgroup queue. If the user is not currently in the queue, this method will do nothing.

      Normally, the user would not manually leave the queue. However, they may wish to under certain circumstances -- for example, if they no longer wish to be routed to an agent because they've been waiting too long.

      Throws:
      XMPPException.XMPPErrorException - if an error occurred trying to send the depart queue request to the server.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • addQueueListener

      public void addQueueListener(QueueListener queueListener)
      Adds a queue listener that will be notified of queue events for the user that created this Workgroup instance.
      Parameters:
      queueListener - the queue listener.

    • removeQueueListener

      public void removeQueueListener(QueueListener queueListener)
      Removes a queue listener.
      Parameters:
      queueListener - the queue listener.

    • addInvitationListener

      public void addInvitationListener(WorkgroupInvitationListener invitationListener)
      Adds an invitation listener that will be notified of groupchat invitations from the workgroup for the user that created this Workgroup instance.
      Parameters:
      invitationListener - the invitation listener.

    • removeQueueListener

      public void removeQueueListener(WorkgroupInvitationListener invitationListener)
      Removes an invitation listener.
      Parameters:
      invitationListener - the invitation listener.

    • getChatSetting

      public ChatSetting getChatSetting(String key) throws XMPPException, SmackException, InterruptedException
      Returns a single chat setting based on it's identified key.
      Parameters:
      key - the key to find.
      Returns:
      the ChatSetting if found, otherwise false.
      Throws:
      XMPPException - if an error occurs while getting information from the server.
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • getChatSettings

      public ChatSettings getChatSettings(int type) throws XMPPException, SmackException, InterruptedException
      Returns ChatSettings based on type.
      Parameters:
      type - the type of ChatSettings to return.
      Returns:
      the ChatSettings of given type, otherwise null.
      Throws:
      XMPPException - if an error occurs while getting information from the server.
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • getChatSettings

      public ChatSettings getChatSettings() throws XMPPException, SmackException, InterruptedException
      Returns all ChatSettings.
      Returns:
      all ChatSettings of a given workgroup.
      Throws:
      XMPPException - if an error occurs while getting information from the server.
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • isEmailAvailable

      public boolean isEmailAvailable() throws SmackException, InterruptedException
      The workgroup service may be configured to send email. This queries the Workgroup Service to see if the email service has been configured and is available.
      Returns:
      true if the email service is available, otherwise return false.
      Throws:
      SmackException - if Smack detected an exceptional situation.
      InterruptedException - if the calling thread was interrupted.

    • getOfflineSettings

      public OfflineSettings getOfflineSettings() throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Asks the workgroup for it's Offline Settings.
      Returns:
      offlineSettings the offline settings for this workgroup.
      Throws:
      XMPPException.XMPPErrorException - if there was an XMPP error returned.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • getSoundSettings

      public SoundSettings getSoundSettings() throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Asks the workgroup for it's Sound Settings.
      Returns:
      soundSettings the sound settings for the specified workgroup.
      Throws:
      XMPPException.XMPPErrorException - if there was an XMPP error returned.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • getWorkgroupProperties

      public WorkgroupProperties getWorkgroupProperties() throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Asks the workgroup for it's Properties.
      Returns:
      the WorkgroupProperties for the specified workgroup.
      Throws:
      XMPPException.XMPPErrorException - if there was an XMPP error returned.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • getWorkgroupProperties

      public WorkgroupProperties getWorkgroupProperties(String jid) throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Asks the workgroup for its Properties.
      Parameters:
      jid - the jid of the user whose information you would like the workgroup to retrieve.
      Returns:
      the WorkgroupProperties for the specified workgroup.
      Throws:
      XMPPException.XMPPErrorException - if there was an XMPP error returned.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.

    • getWorkgroupForm

      public Form getWorkgroupForm() throws SmackException.NoResponseException, XMPPException.XMPPErrorException, SmackException.NotConnectedException, InterruptedException
      Returns the Form to use for all clients of a workgroup. 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.
      Returns:
      the Form to use for searching transcripts.
      Throws:
      XMPPException.XMPPErrorException - if there was an XMPP error returned.
      SmackException.NoResponseException - if there was no response from the remote entity.
      SmackException.NotConnectedException - if the XMPP connection is not connected.
      InterruptedException - if the calling thread was interrupted.