AgentSession.java
/**
*
* 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.PacketCollector;
import org.jivesoftware.smack.StanzaListener;
import org.jivesoftware.smack.SmackException;
import org.jivesoftware.smack.SmackException.NoResponseException;
import org.jivesoftware.smack.SmackException.NotConnectedException;
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.packet.DefaultExtensionElement;
import org.jivesoftware.smack.packet.IQ;
import org.jivesoftware.smack.packet.Message;
import org.jivesoftware.smack.packet.Stanza;
import org.jivesoftware.smack.packet.Presence;
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.Jid;
import org.jxmpp.jid.parts.Resourcepart;
/**
* 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 XMPPConnection connection;
private Jid workgroupJID;
private boolean online = false;
private Presence.Mode presenceMode;
private int maxChats;
private final Map<String, List<String>> metaData;
private final Map<Resourcepart, WorkgroupQueue> queues = new HashMap<>();
private final List<OfferListener> offerListeners;
private final List<WorkgroupInvitationListener> invitationListeners;
private final List<QueueUsersListener> queueUsersListeners;
private AgentRoster agentRoster = null;
private TranscriptManager transcriptManager;
private TranscriptSearchManager transcriptSearchManager;
private Agent agent;
private StanzaListener packetListener;
/**
* Constructs a new agent session instance. Note, the {@link #setOnline(boolean)}
* method must be called with an argument of <tt>true</tt> 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(Jid 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<String, List<String>>();
offerListeners = new ArrayList<OfferListener>();
invitationListeners = new ArrayList<WorkgroupInvitationListener>();
queueUsersListeners = new ArrayList<QueueUsersListener>();
// Create a filter to listen for packets we're interested in.
OrFilter filter = new OrFilter(
new StanzaTypeFilter(OfferRequestProvider.OfferRequestPacket.class),
new StanzaTypeFilter(OfferRevokeProvider.OfferRevokePacket.class),
new StanzaTypeFilter(Presence.class),
new StanzaTypeFilter(Message.class));
packetListener = new StanzaListener() {
public void processPacket(Stanza packet) {
try {
handlePacket(packet);
}
catch (Exception e) {
LOGGER.log(Level.SEVERE, "Error processing packet", e);
}
}
};
connection.addAsyncStanzaListener(packetListener, filter);
// Create the agent associated to this session
agent = new Agent(connection, workgroupJID);
}
/**
* Close the agent session. The underlying connection will remain opened but the
* packet 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<String> 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<String> 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 <tt>null</tt> if the meta-data
* doesn't exist..
*/
public List<String> 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 DefaultExtensionElement(AgentStatus.ELEMENT_NAME,
AgentStatus.NAMESPACE));
PacketCollector collector = this.connection.createPacketCollectorAndSend(new AndFilter(
new StanzaTypeFilter(Presence.class), FromMatchesFilter.create(workgroupJID)), presence);
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 DefaultExtensionElement(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:<ul>
* <p/>
* <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
* (equivalent to Presence.Mode.CHAT).
* <li>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.
* <li>Presence.Mode.AWAY -- the agent is not available and should not
* have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
* <p/>
* 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:<ul>
* <p/>
* <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
* (equivalent to Presence.Mode.CHAT).
* <li>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.
* <li>Presence.Mode.AWAY -- the agent is not available and should not
* have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
* <p/>
* 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.
DefaultExtensionElement agentStatus = new DefaultExtensionElement(AgentStatus.ELEMENT_NAME,
AgentStatus.NAMESPACE);
agentStatus.setValue("max-chats", "" + maxChats);
presence.addExtension(agentStatus);
presence.addExtension(new MetaData(this.metaData));
PacketCollector collector = this.connection.createPacketCollectorAndSend(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:<ul>
* <p/>
* <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
* (equivalent to Presence.Mode.CHAT).
* <li>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.
* <li>Presence.Mode.AWAY -- the agent is not available and should not
* have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
*
* @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));
PacketCollector collector = this.connection.createPacketCollectorAndSend(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
* <p/>
* 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(String userID) throws XMPPException, NotConnectedException, InterruptedException {
// todo: this method simply won't work right now.
DepartQueuePacket departPacket = new DepartQueuePacket(this.workgroupJID);
// 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.createPacketCollectorAndSend(request).nextResultOrThrow();
return response;
}
/**
* @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;
}
/**
* @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<>(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<String, List<String>> 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<QueueUser> 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) throws NotConnectedException, InterruptedException {
if (packet instanceof OfferRequestProvider.OfferRequestPacket) {
// Acknowledge the IQ set.
IQ reply = IQ.createResultIQ((IQ) packet);
connection.sendStanza(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.
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 = (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.
DefaultExtensionElement notifyAgents = (DefaultExtensionElement)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<String, List<String>> 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 = IQ.createResultIQ((OfferRevokeProvider.OfferRevokePacket) packet);
connection.sendStanza(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 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.createPacketCollectorAndSend(notes).nextResultOrThrow();
}
/**
* 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 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 = (ChatNotes) connection.createPacketCollectorAndSend(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.
* @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(String 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.createPacketCollectorAndSend(
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 = (SearchSettings) connection.createPacketCollectorAndSend(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 = (Macros) connection.createPacketCollectorAndSend(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.createPacketCollectorAndSend(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<String, List<String>> 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.createPacketCollectorAndSend(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.<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 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, String 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.createPacketCollectorAndSend(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.<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 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.createPacketCollectorAndSend(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 = (GenericSettings) connection.createPacketCollectorAndSend(
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 = (MonitorPacket) connection.createPacketCollectorAndSend(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.createPacketCollectorAndSend(request).nextResultOrThrow();
}
}