app_agent_pool.c

	if (ast_bridge_join(caller_bridge, chan, NULL, &caller_features, NULL,
		AST_BRIDGE_JOIN_PASS_REFERENCE)) {
		caller_abort_agent(agent);
		ast_verb(3, "Agent '%s': Caller %s failed to join the bridge.\n",
			agent->username, ast_channel_name(chan));
		pbx_builtin_setvar_helper(chan, "AGENT_STATUS", "ERROR");
	}
	ast_bridge_features_cleanup(&caller_features);

	/* Determine if we need to continue in the dialplan after the bridge. */
	ast_channel_lock(chan);
	if (ast_channel_softhangup_internal_flag(chan) & AST_SOFTHANGUP_ASYNCGOTO) {
		/*
		 * The bridge was broken for a hangup that isn't real.
		 * Don't run the h extension, because the channel isn't
		 * really hung up.  This should really only happen with
		 * AST_SOFTHANGUP_ASYNCGOTO.
		 */
		res = 0;
	} else {
		res = ast_check_hangup(chan)
			|| ast_test_flag(ast_channel_flags(chan), AST_FLAG_ZOMBIE)
			|| ast_strlen_zero(pbx_builtin_getvar_helper(chan, "AGENT_STATUS"));
	}
	ast_channel_unlock(chan);

	return res ? -1 : 0;
}

/*!
 * \internal
 * \brief Get agent config values from the login channel.
 * \since 12.0.0
 *
 * \param agent What to setup channel config values on.
 * \param chan Channel logging in as an agent.
 *
 * \return Nothing
 */
static void agent_login_channel_config(struct agent_pvt *agent, struct ast_channel *chan)
{
	struct ast_flags opts = { 0 };
	struct ast_party_connected_line connected;
	unsigned int override_ack_call = 0;
	unsigned int override_auto_logoff = 0;
	unsigned int override_wrapup_time = 0;
	const char *override_dtmf_accept = NULL;
	const char *var;

	ast_party_connected_line_init(&connected);

	/* Get config values from channel. */
	ast_channel_lock(chan);
	ast_party_connected_line_copy(&connected, ast_channel_connected(chan));

	var = pbx_builtin_getvar_helper(chan, "AGENTACKCALL");
	if (!ast_strlen_zero(var)) {
		override_ack_call = ast_true(var) ? 1 : 0;
		ast_set_flag(&opts, AGENT_FLAG_ACK_CALL);
	}

	var = pbx_builtin_getvar_helper(chan, "AGENTACCEPTDTMF");
	if (!ast_strlen_zero(var)) {
		override_dtmf_accept = ast_strdupa(var);
		ast_set_flag(&opts, AGENT_FLAG_DTMF_ACCEPT);
	}

	var = pbx_builtin_getvar_helper(chan, "AGENTAUTOLOGOFF");
	if (!ast_strlen_zero(var)) {
		if (sscanf(var, "%u", &override_auto_logoff) == 1) {
			ast_set_flag(&opts, AGENT_FLAG_AUTO_LOGOFF);
		}
	}

	var = pbx_builtin_getvar_helper(chan, "AGENTWRAPUPTIME");
	if (!ast_strlen_zero(var)) {
		if (sscanf(var, "%u", &override_wrapup_time) == 1) {
			ast_set_flag(&opts, AGENT_FLAG_WRAPUP_TIME);
		}
	}
	ast_channel_unlock(chan);

	/* Set config values on agent. */
	agent_lock(agent);
	ast_party_connected_line_free(&agent->waiting_colp);
	agent->waiting_colp = connected;

	ast_string_field_set(agent, override_dtmf_accept, override_dtmf_accept);
	ast_copy_flags(agent, &opts, AST_FLAGS_ALL);
	agent->override_auto_logoff = override_auto_logoff;
	agent->override_wrapup_time = override_wrapup_time;
	agent->override_ack_call = override_ack_call;
	agent_unlock(agent);
}

enum AGENT_LOGIN_OPT_FLAGS {
	OPT_SILENT = (1 << 0),
};
AST_APP_OPTIONS(agent_login_opts, BEGIN_OPTIONS
	AST_APP_OPTION('s', OPT_SILENT),
END_OPTIONS);

/*!
 * \brief Dialplan AgentLogin application to log in an agent.
 *
 * \param chan Channel attempting to login as an agent.
 * \param data Application parameters
 *
 * \retval 0 To continue in dialplan.
 * \retval -1 To hangup.
 */
static int agent_login_exec(struct ast_channel *chan, const char *data)
{
	char *parse;
	struct ast_flags opts;
	AST_DECLARE_APP_ARGS(args,
		AST_APP_ARG(agent_id);
		AST_APP_ARG(options);
		AST_APP_ARG(other);		/* Any remaining unused arguments */
	);

	RAII_VAR(struct agent_pvt *, agent, NULL, ao2_cleanup);

	if (bridge_agent_hold_deferred_create()) {
		return -1;
	}

	if (ast_channel_state(chan) != AST_STATE_UP && ast_answer(chan)) {
		return -1;
	}

	parse = ast_strdupa(data);
	AST_STANDARD_APP_ARGS(args, parse);

	if (ast_strlen_zero(args.agent_id)) {
		ast_log(LOG_WARNING, "AgentLogin requires an AgentId\n");
		return -1;
	}

	if (ast_app_parse_options(agent_login_opts, &opts, NULL, args.options)) {
		/* General invalid option syntax. */
		return -1;
	}

	/* Find the agent. */
	agent = ao2_find(agents, args.agent_id, OBJ_KEY);
	if (!agent) {
		ast_verb(3, "Agent '%s' does not exist.\n", args.agent_id);
		pbx_builtin_setvar_helper(chan, "AGENT_STATUS", "INVALID");
		return 0;
	}

	/* Has someone already logged in as this agent already? */
	agent_lock(agent);
	if (agent->logged) {
		agent_unlock(agent);
		ast_verb(3, "Agent '%s' already logged in.\n", agent->username);
		pbx_builtin_setvar_helper(chan, "AGENT_STATUS", "ALREADY_LOGGED_IN");
		return 0;
	}
	agent->logged = ast_channel_ref(chan);
	agent->last_disconnect = ast_tvnow();
	time(&agent->login_start);
	agent->deferred_logoff = 0;
	agent_unlock(agent);

	agent_login_channel_config(agent, chan);

	if (!ast_test_flag(&opts, OPT_SILENT)) {
		ast_stream_and_wait(chan, "agent-loginok", AST_DIGIT_NONE);
	}

	ast_verb(2, "Agent '%s' logged in (format %s/%s)\n", agent->username,
		ast_format_get_name(ast_channel_readformat(chan)),
		ast_format_get_name(ast_channel_writeformat(chan)));
	ast_channel_lock(chan);
	send_agent_login(chan, agent->username);
	ast_channel_unlock(chan);

	agent_run(agent, chan);
	return -1;
}

static int agent_function_read(struct ast_channel *chan, const char *cmd, char *data, char *buf, size_t len)
{
	char *parse;
	struct agent_pvt *agent;
	struct ast_channel *logged;
	AST_DECLARE_APP_ARGS(args,
		AST_APP_ARG(agentid);
		AST_APP_ARG(item);
	);

	buf[0] = '\0';

	parse = ast_strdupa(data ?: "");
	AST_NONSTANDARD_APP_ARGS(args, parse, ':');

	if (ast_strlen_zero(args.agentid)) {
		ast_log(LOG_WARNING, "The AGENT function requires an argument - agentid!\n");
		return -1;
	}
	if (!args.item) {
		args.item = "status";
	}

	agent = ao2_find(agents, args.agentid, OBJ_KEY);
	if (!agent) {
		ast_log(LOG_WARNING, "Agent '%s' not found!\n", args.agentid);
		return -1;
	}

	agent_lock(agent);
	if (!strcasecmp(args.item, "status")) {
		const char *status;

		if (agent->logged) {
			status = "LOGGEDIN";
		} else {
			status = "LOGGEDOUT";
		}
		ast_copy_string(buf, status, len);
	} else if (!strcasecmp(args.item, "name")) {
		ast_copy_string(buf, agent->cfg->full_name, len);
	} else if (!strcasecmp(args.item, "mohclass")) {
		ast_copy_string(buf, agent->cfg->moh, len);
	} else if (!strcasecmp(args.item, "channel")) {
		logged = agent_lock_logged(agent);
		if (logged) {
			char *pos;

			ast_copy_string(buf, ast_channel_name(logged), len);
			ast_channel_unlock(logged);
			ast_channel_unref(logged);

			pos = strrchr(buf, '-');
			if (pos) {
				*pos = '\0';
			}
		}
	} else if (!strcasecmp(args.item, "fullchannel")) {
		logged = agent_lock_logged(agent);
		if (logged) {
			ast_copy_string(buf, ast_channel_name(logged), len);
			ast_channel_unlock(logged);
			ast_channel_unref(logged);
		}
	}
	agent_unlock(agent);
	ao2_ref(agent, -1);

	return 0;
}

static struct ast_custom_function agent_function = {
	.name = "AGENT",
	.read = agent_function_read,
};

struct agent_complete {
	/*! Nth match to return. */
	int state;
	/*! Which match currently on. */
	int which;
};

static int complete_agent_search(void *obj, void *arg, void *data, int flags)
{
	struct agent_complete *search = data;

	if (++search->which > search->state) {
		return CMP_MATCH;
	}
	return 0;
}

static char *complete_agent(const char *word, int state)
{
	char *ret;
	struct agent_pvt *agent;
	struct agent_complete search = {
		.state = state,
	};

	agent = ao2_callback_data(agents, ast_strlen_zero(word) ? 0 : OBJ_PARTIAL_KEY,
		complete_agent_search, (char *) word, &search);
	if (!agent) {
		return NULL;
	}
	ret = ast_strdup(agent->username);
	ao2_ref(agent, -1);
	return ret;
}

static int complete_agent_logoff_search(void *obj, void *arg, void *data, int flags)
{
	struct agent_pvt *agent = obj;
	struct agent_complete *search = data;

	if (!agent->logged) {
		return 0;
	}
	if (++search->which > search->state) {
		return CMP_MATCH;
	}
	return 0;
}

static char *complete_agent_logoff(const char *word, int state)
{
	char *ret;
	struct agent_pvt *agent;
	struct agent_complete search = {
		.state = state,
	};

	agent = ao2_callback_data(agents, ast_strlen_zero(word) ? 0 : OBJ_PARTIAL_KEY,
		complete_agent_logoff_search, (char *) word, &search);
	if (!agent) {
		return NULL;
	}
	ret = ast_strdup(agent->username);
	ao2_ref(agent, -1);
	return ret;
}

static void agent_show_requested(struct ast_cli_args *a, int online_only)
{
#define FORMAT_HDR "%-8s %-20s %-11s %-30s %s\n"
#define FORMAT_ROW "%-8s %-20s %-11s %-30s %s\n"

	struct ao2_iterator iter;
	struct agent_pvt *agent;
	struct ast_str *out = ast_str_alloca(512);
	unsigned int agents_total = 0;
	unsigned int agents_logged_in = 0;
	unsigned int agents_talking = 0;

	ast_cli(a->fd, FORMAT_HDR, "Agent-ID", "Name", "State", "Channel", "Talking with");
	iter = ao2_iterator_init(agents, 0);
	for (; (agent = ao2_iterator_next(&iter)); ao2_ref(agent, -1)) {
		struct ast_channel *logged;

		++agents_total;

		agent_lock(agent);
		logged = agent_lock_logged(agent);
		if (logged) {
			const char *talking_with;

			++agents_logged_in;

			talking_with = pbx_builtin_getvar_helper(logged, "BRIDGEPEER");
			if (!ast_strlen_zero(talking_with)) {
				++agents_talking;
			} else {
				talking_with = "";
			}
			ast_str_set(&out, 0, FORMAT_ROW, agent->username, agent->cfg->full_name,
				ast_devstate_str(agent->devstate), ast_channel_name(logged), talking_with);
			ast_channel_unlock(logged);
			ast_channel_unref(logged);
		} else {
			ast_str_set(&out, 0, FORMAT_ROW, agent->username, agent->cfg->full_name,
				ast_devstate_str(agent->devstate), "", "");
		}
		agent_unlock(agent);

		if (!online_only || logged) {
			ast_cli(a->fd, "%s", ast_str_buffer(out));
		}
	}
	ao2_iterator_destroy(&iter);

	ast_cli(a->fd, "\nDefined agents: %u, Logged in: %u, Talking: %u\n",
		agents_total, agents_logged_in, agents_talking);

#undef FORMAT_HDR
#undef FORMAT_ROW
}

static char *agent_handle_show_online(struct ast_cli_entry *e, int cmd, struct ast_cli_args *a)
{
	switch (cmd) {
	case CLI_INIT:
		e->command = "agent show online";
		e->usage =
			"Usage: agent show online\n"
			"       Provides summary information for logged in agents.\n";
		return NULL;
	case CLI_GENERATE:
		return NULL;
	}

	if (a->argc != 3) {
		return CLI_SHOWUSAGE;
	}

	agent_show_requested(a, 1);

	return CLI_SUCCESS;
}

static char *agent_handle_show_all(struct ast_cli_entry *e, int cmd, struct ast_cli_args *a)
{
	switch (cmd) {
	case CLI_INIT:
		e->command = "agent show all";
		e->usage =
			"Usage: agent show all\n"
			"       Provides summary information for all agents.\n";
		return NULL;
	case CLI_GENERATE:
		return NULL;
	}

	if (a->argc != 3) {
		return CLI_SHOWUSAGE;
	}

	agent_show_requested(a, 0);

	return CLI_SUCCESS;
}

static char *agent_handle_show_specific(struct ast_cli_entry *e, int cmd, struct ast_cli_args *a)
{
	struct agent_pvt *agent;
	struct ast_channel *logged;
	struct ast_str *out = ast_str_alloca(4096);

	switch (cmd) {
	case CLI_INIT:
		e->command = "agent show";
		e->usage =
			"Usage: agent show <agent-id>\n"
			"       Show information about the <agent-id> agent\n";
		return NULL;
	case CLI_GENERATE:
		if (a->pos == 2) {
			return complete_agent(a->word, a->n);
		}
		return NULL;
	}

	if (a->argc != 3) {
		return CLI_SHOWUSAGE;
	}

	agent = ao2_find(agents, a->argv[2], OBJ_KEY);
	if (!agent) {
		ast_cli(a->fd, "Agent '%s' not found\n", a->argv[2]);
		return CLI_SUCCESS;
	}

	agent_lock(agent);
	logged = agent_lock_logged(agent);
	ast_str_set(&out, 0, "Id: %s\n", agent->username);
	ast_str_append(&out, 0, "Name: %s\n", agent->cfg->full_name);
	ast_str_append(&out, 0, "Beep: %s\n", agent->cfg->beep_sound);
	ast_str_append(&out, 0, "MOH: %s\n", agent->cfg->moh);
	ast_str_append(&out, 0, "RecordCalls: %s\n", AST_CLI_YESNO(agent->cfg->record_agent_calls));
	ast_str_append(&out, 0, "State: %s\n", ast_devstate_str(agent->devstate));
	if (logged) {
		const char *talking_with;

		ast_str_append(&out, 0, "LoggedInChannel: %s\n", ast_channel_name(logged));
		ast_str_append(&out, 0, "LoggedInTime: %ld\n", (long) agent->login_start);
		talking_with = pbx_builtin_getvar_helper(logged, "BRIDGEPEER");
		if (!ast_strlen_zero(talking_with)) {
			ast_str_append(&out, 0, "TalkingWith: %s\n", talking_with);
			ast_str_append(&out, 0, "CallStarted: %ld\n", (long) agent->call_start);
		}
		ast_channel_unlock(logged);
		ast_channel_unref(logged);
	}
	agent_unlock(agent);
	ao2_ref(agent, -1);

	ast_cli(a->fd, "%s", ast_str_buffer(out));

	return CLI_SUCCESS;
}

static char *agent_handle_logoff_cmd(struct ast_cli_entry *e, int cmd, struct ast_cli_args *a)
{
	switch (cmd) {
	case CLI_INIT:
		e->command = "agent logoff";
		e->usage =
			"Usage: agent logoff <agent-id> [soft]\n"
			"       Sets an agent as no longer logged in.\n"
			"       If 'soft' is specified, do not hangup existing calls.\n";
		return NULL;
	case CLI_GENERATE:
		if (a->pos == 2) {
			return complete_agent_logoff(a->word, a->n);
		} else if (a->pos == 3 && a->n == 0
			&& (ast_strlen_zero(a->word)
				|| !strncasecmp("soft", a->word, strlen(a->word)))) {
			return ast_strdup("soft");
		}
		return NULL;
	}

	if (a->argc < 3 || 4 < a->argc) {
		return CLI_SHOWUSAGE;
	}
	if (a->argc == 4 && strcasecmp(a->argv[3], "soft")) {
		return CLI_SHOWUSAGE;
	}

	if (!agent_logoff_request(a->argv[2], a->argc == 4)) {
		ast_cli(a->fd, "Logging out %s\n", a->argv[2]);
	}

	return CLI_SUCCESS;
}

static struct ast_cli_entry cli_agents[] = {
	AST_CLI_DEFINE(agent_handle_show_online, "Show status of online agents"),
	AST_CLI_DEFINE(agent_handle_show_all, "Show status of all agents"),
	AST_CLI_DEFINE(agent_handle_show_specific, "Show information about an agent"),
	AST_CLI_DEFINE(agent_handle_logoff_cmd, "Sets an agent offline"),
};

static int action_agents(struct mansession *s, const struct message *m)
{
	const char *id = astman_get_header(m, "ActionID");
	char id_text[AST_MAX_BUF];
	struct ao2_iterator iter;
	struct agent_pvt *agent;
	struct ast_str *out = ast_str_alloca(4096);
	int num_agents = 0;

	if (!ast_strlen_zero(id)) {
		snprintf(id_text, sizeof(id_text), "ActionID: %s\r\n", id);
	} else {
		id_text[0] = '\0';
	}
	astman_send_listack(s, m, "Agents will follow", "start");

	iter = ao2_iterator_init(agents, 0);
	for (; (agent = ao2_iterator_next(&iter)); ao2_ref(agent, -1)) {
		struct ast_channel *logged;

		agent_lock(agent);
		logged = agent_lock_logged(agent);

		/*
		 * Status Values:
		 * AGENT_LOGGEDOFF - Agent isn't logged in
		 * AGENT_IDLE      - Agent is logged in, and waiting for call
		 * AGENT_ONCALL    - Agent is logged in, and on a call
		 * AGENT_UNKNOWN   - Don't know anything about agent. Shouldn't ever get this.
		 */
		ast_str_set(&out, 0, "Agent: %s\r\n", agent->username);
		ast_str_append(&out, 0, "Name: %s\r\n", agent->cfg->full_name);

		if (logged) {
			const char *talking_to_chan;
			struct ast_str *logged_headers;
			RAII_VAR(struct ast_channel_snapshot *, logged_snapshot, ast_channel_snapshot_create(logged), ao2_cleanup);

			if (!logged_snapshot
				|| !(logged_headers =
					 ast_manager_build_channel_state_string(logged_snapshot))) {
				ast_channel_unlock(logged);
				ast_channel_unref(logged);
				agent_unlock(agent);
				continue;
			}

			talking_to_chan = pbx_builtin_getvar_helper(logged, "BRIDGEPEER");
			if (!ast_strlen_zero(talking_to_chan)) {
				ast_str_append(&out, 0, "Status: %s\r\n", "AGENT_ONCALL");
				ast_str_append(&out, 0, "TalkingToChan: %s\r\n", talking_to_chan);
				ast_str_append(&out, 0, "CallStarted: %ld\n", (long) agent->call_start);
			} else {
				ast_str_append(&out, 0, "Status: %s\r\n", "AGENT_IDLE");
			}
			ast_str_append(&out, 0, "LoggedInTime: %ld\r\n", (long) agent->login_start);
			ast_str_append(&out, 0, "%s", ast_str_buffer(logged_headers));
			ast_channel_unlock(logged);
			ast_channel_unref(logged);
			ast_free(logged_headers);
		} else {
			ast_str_append(&out, 0, "Status: %s\r\n", "AGENT_LOGGEDOFF");
		}

		agent_unlock(agent);

		astman_append(s, "Event: Agents\r\n"
			"%s%s\r\n",
			ast_str_buffer(out), id_text);
		++num_agents;
	}
	ao2_iterator_destroy(&iter);

	astman_send_list_complete_start(s, m, "AgentsComplete", num_agents);
	astman_send_list_complete_end(s);
	return 0;
}

static int action_agent_logoff(struct mansession *s, const struct message *m)
{
	const char *agent = astman_get_header(m, "Agent");
	const char *soft_s = astman_get_header(m, "Soft"); /* "true" is don't hangup */

	if (ast_strlen_zero(agent)) {
		astman_send_error(s, m, "No agent specified");
		return 0;
	}

	if (!agent_logoff_request(agent, ast_true(soft_s))) {
		astman_send_ack(s, m, "Agent logged out");
	} else {
		astman_send_error(s, m, "No such agent");
	}

	return 0;
}

static int unload_module(void)
{
	struct ast_bridge *holding;

	/* Unregister dialplan applications */
	ast_unregister_application(app_agent_login);
	ast_unregister_application(app_agent_request);

	/* Unregister dialplan functions */
	ast_custom_function_unregister(&agent_function);

	/* Unregister manager command */
	ast_manager_unregister("Agents");
	ast_manager_unregister("AgentLogoff");

	/* Unregister CLI commands */
	ast_cli_unregister_multiple(cli_agents, ARRAY_LEN(cli_agents));

	ast_devstate_prov_del("Agent");

	/* Destroy agent holding bridge. */
	holding = ao2_global_obj_replace(agent_holding, NULL);
	if (holding) {
		ast_bridge_destroy(holding, 0);
	}

	destroy_config();
	ao2_cleanup(agents);
	agents = NULL;
	return 0;
}

static int load_module(void)
{
	int res = 0;

	agents = ao2_container_alloc_rbtree(AO2_ALLOC_OPT_LOCK_MUTEX,
		AO2_CONTAINER_ALLOC_OPT_DUPS_REPLACE, agent_pvt_sort_cmp, agent_pvt_cmp);
	if (!agents) {
		return AST_MODULE_LOAD_DECLINE;
	}

	/* Init agent holding bridge v_table. */
	bridge_init_agent_hold();

	/* Setup to provide Agent:agent-id device state. */
	res |= ast_devstate_prov_add("Agent", agent_pvt_devstate_get);

	/* CLI Commands */
	res |= ast_cli_register_multiple(cli_agents, ARRAY_LEN(cli_agents));

	/* Manager commands */
	res |= ast_manager_register_xml("Agents", EVENT_FLAG_AGENT, action_agents);
	res |= ast_manager_register_xml("AgentLogoff", EVENT_FLAG_AGENT, action_agent_logoff);

	/* Dialplan Functions */
	res |= ast_custom_function_register(&agent_function);

	/* Dialplan applications */
	res |= ast_register_application_xml(app_agent_login, agent_login_exec);
	res |= ast_register_application_xml(app_agent_request, agent_request_exec);

	if (res) {
		ast_log(LOG_ERROR, "Unable to register application. Not loading module.\n");
		unload_module();
		return AST_MODULE_LOAD_DECLINE;
	}

	if (load_config()) {
		ast_log(LOG_ERROR, "Unable to load config. Not loading module.\n");
		unload_module();
		return AST_MODULE_LOAD_DECLINE;
	}

	return AST_MODULE_LOAD_SUCCESS;
}

static int reload(void)
{
	if (aco_process_config(&cfg_info, 1) == ACO_PROCESS_ERROR) {
		/* Just keep the config we already have in place. */
		return -1;
	}
	return 0;
}

AST_MODULE_INFO(ASTERISK_GPL_KEY, AST_MODFLAG_LOAD_ORDER, "Call center agent pool applications",
	.support_level = AST_MODULE_SUPPORT_CORE,
	.load = load_module,
	.unload = unload_module,
	.reload = reload,
	.load_pri = AST_MODPRI_DEVSTATE_PROVIDER,
);