app_agent_pool.c

/*
 * Asterisk -- An open source telephony toolkit.
 *
 * Copyright (C) 2013 Digium, Inc.
 *
 * Richard Mudgett <rmudgett@digium.com>
 *
 * See http://www.asterisk.org for more information about
 * the Asterisk project. Please do not directly contact
 * any of the maintainers of this project for assistance;
 * the project provides a web site, mailing lists and IRC
 * channels for your use.
 *
 * This program is free software, distributed under the terms of
 * the GNU General Public License Version 2. See the LICENSE file
 * at the top of the source tree.
 */

/*!
 * \file
 * \brief Call center agent pool.
 *
 * \author Richard Mudgett <rmudgett@digium.com>
 *
 * See Also:
 * \arg \ref AstCREDITS
 * \arg \ref Config_agent
 */
/*** MODULEINFO
	<support_level>core</support_level>
 ***/


#include "asterisk.h"

ASTERISK_FILE_VERSION(__FILE__, "$Revision$")

#include "asterisk/cli.h"
#include "asterisk/app.h"
#include "asterisk/pbx.h"
#include "asterisk/module.h"
#include "asterisk/channel.h"
#include "asterisk/bridging.h"
#include "asterisk/bridging_basic.h"
#include "asterisk/config_options.h"
#include "asterisk/features_config.h"
#include "asterisk/astobj2.h"
#include "asterisk/stringfields.h"
#include "asterisk/stasis_channels.h"

/*** DOCUMENTATION
	<application name="AgentLogin" language="en_US">
		<synopsis>
			Login an agent.
		</synopsis>
		<syntax argsep=",">
			<parameter name="AgentId" required="true" />
			<parameter name="options">
				<optionlist>
					<option name="s">
						<para>silent login - do not announce the login ok segment after
						agent logged on.</para>
					</option>
				</optionlist>
			</parameter>
		</syntax>
		<description>
			<para>Login an agent to the system.  Any agent authentication is assumed to
			already be done by dialplan.  While logged in, the agent can receive calls
			and will hear the sound file specified by the config option custom_beep
			when a new call comes in for the agent.  Login failures will continue in
			the dialplan with <variable>AGENT_STATUS</variable> set.</para>
			<para>Before logging in, you can setup on the real agent channel the
			CHANNEL(dtmf-features) an agent will have when talking to a caller
			and you can setup on the channel running this application the
			CONNECTEDLINE() information the agent will see while waiting for a
			caller.</para>
			<para><variable>AGENT_STATUS</variable> enumeration values:</para>
			<enumlist>
				<enum name = "INVALID"><para>The specified agent is invalid.</para></enum>
				<enum name = "ALREADY_LOGGED_IN"><para>The agent is already logged in.</para></enum>
			</enumlist>
			<note><para>The Agents:<replaceable>AgentId</replaceable> device state is
			available to monitor the status of the agent.</para></note>
		</description>
		<see-also>
			<ref type="application">Authenticate</ref>
			<ref type="application">Queue</ref>
			<ref type="application">AddQueueMember</ref>
			<ref type="application">RemoveQueueMember</ref>
			<ref type="application">PauseQueueMember</ref>
			<ref type="application">UnpauseQueueMember</ref>
			<ref type="function">AGENT</ref>
			<ref type="function">CHANNEL(dtmf-features)</ref>
			<ref type="function">CONNECTEDLINE()</ref>
			<ref type="filename">agents.conf</ref>
			<ref type="filename">queues.conf</ref>
		</see-also>
	</application>
	<application name="AgentRequest" language="en_US">
		<synopsis>
			Request an agent to connect with the channel.
		</synopsis>
		<syntax argsep=",">
			<parameter name="AgentId" required="true" />
		</syntax>
		<description>
			<para>Request an agent to connect with the channel.  Failure to find and
			alert an agent will continue in the dialplan with <variable>AGENT_STATUS</variable> set.</para>
			<para><variable>AGENT_STATUS</variable> enumeration values:</para>
			<enumlist>
				<enum name = "INVALID"><para>The specified agent is invalid.</para></enum>
				<enum name = "NOT_LOGGED_IN"><para>The agent is not available.</para></enum>
				<enum name = "BUSY"><para>The agent is on another call.</para></enum>
				<enum name = "ERROR"><para>Alerting the agent failed.</para></enum>
			</enumlist>
		</description>
		<see-also>
			<ref type="application">AgentLogin</ref>
		</see-also>
	</application>
	<function name="AGENT" language="en_US">
		<synopsis>
			Gets information about an Agent
		</synopsis>
		<syntax argsep=":">
			<parameter name="AgentId" required="true" />
			<parameter name="item">
				<para>The valid items to retrieve are:</para>
				<enumlist>
					<enum name="status">
						<para>(default) The status of the agent (LOGGEDIN | LOGGEDOUT)</para>
					</enum>
					<enum name="password">
						<para>Deprecated.  The dialplan handles any agent authentication.</para>
					</enum>
					<enum name="name">
						<para>The name of the agent</para>
					</enum>
					<enum name="mohclass">
						<para>MusicOnHold class</para>
					</enum>
					<enum name="channel">
						<para>The name of the active channel for the Agent (AgentLogin)</para>
					</enum>
					<enum name="fullchannel">
						<para>The untruncated name of the active channel for the Agent (AgentLogin)</para>
					</enum>
				</enumlist>
			</parameter>
		</syntax>
		<description></description>
	</function>
	<manager name="Agents" language="en_US">
		<synopsis>
			Lists agents and their status.
		</synopsis>
		<syntax>
			<xi:include xpointer="xpointer(/docs/manager[@name='Login']/syntax/parameter[@name='ActionID'])" />
		</syntax>
		<description>
			<para>Will list info about all defined agents.</para>
		</description>
		<see-also>
			<ref type="managerEvent">Agents</ref>
			<ref type="managerEvent">AgentsComplete</ref>
		</see-also>
	</manager>
	<managerEvent language="en_US" name="Agents">
		<managerEventInstance class="EVENT_FLAG_AGENT">
			<synopsis>
				Response event in a series to the Agents AMI action containing
				information about a defined agent.
			</synopsis>
			<syntax>
				<parameter name="Agent">
					<para>Agent ID of the agent.</para>
				</parameter>
				<parameter name="Name">
					<para>User friendly name of the agent.</para>
				</parameter>
				<parameter name="Status">
					<para>Current status of the agent.</para>
					<para>The valid values are:</para>
					<enumlist>
						<enum name="AGENT_LOGGEDOFF" />
						<enum name="AGENT_IDLE" />
						<enum name="AGENT_ONCALL" />
					</enumlist>
				</parameter>
				<parameter name="TalkingToChan">
					<para><variable>BRIDGEPEER</variable> value on agent channel.</para>
					<para>Present if Status value is <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="CallStarted">
					<para>Epoche time when the agent started talking with the caller.</para>
					<para>Present if Status value is <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="LoggedInTime">
					<para>Epoche time when the agent logged in.</para>
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="Channel">
					<xi:include xpointer="xpointer(/docs/managerEvent[@name='Newchannel']/managerEventInstance/syntax/parameter[@name='Channel']/para)" />
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="ChannelState">
					<xi:include xpointer="xpointer(/docs/managerEvent[@name='Newchannel']/managerEventInstance/syntax/parameter[@name='ChannelState']/para)" />
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="ChannelStateDesc">
					<xi:include xpointer="xpointer(/docs/managerEvent[@name='Newchannel']/managerEventInstance/syntax/parameter[@name='ChannelStateDesc']/para)" />
					<xi:include xpointer="xpointer(/docs/managerEvent[@name='Newchannel']/managerEventInstance/syntax/parameter[@name='ChannelStateDesc']/enumlist)" />
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="CallerIDNum">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="CallerIDName">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="ConnectedLineNum">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="ConnectedLineName">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="AccountCode">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="Context">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="Exten">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="Priority">
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<parameter name="Uniqueid">
					<xi:include xpointer="xpointer(/docs/managerEvent[@name='Newchannel']/managerEventInstance/syntax/parameter[@name='Uniqueid']/para)" />
					<para>Present if Status value is <literal>AGENT_IDLE</literal> or <literal>AGENT_ONCALL</literal>.</para>
				</parameter>
				<xi:include xpointer="xpointer(/docs/manager[@name='Login']/syntax/parameter[@name='ActionID'])" />
			</syntax>
			<see-also>
				<ref type="manager">Agents</ref>
			</see-also>
		</managerEventInstance>
	</managerEvent>
	<managerEvent language="en_US" name="AgentsComplete">
		<managerEventInstance class="EVENT_FLAG_AGENT">
			<synopsis>
				Final response event in a series of events to the Agents AMI action.
			</synopsis>
			<syntax>
				<xi:include xpointer="xpointer(/docs/manager[@name='Login']/syntax/parameter[@name='ActionID'])" />
			</syntax>
			<see-also>
				<ref type="manager">Agents</ref>
			</see-also>
		</managerEventInstance>
	</managerEvent>
	<manager name="AgentLogoff" language="en_US">
		<synopsis>
			Sets an agent as no longer logged in.
		</synopsis>
		<syntax>
			<xi:include xpointer="xpointer(/docs/manager[@name='Login']/syntax/parameter[@name='ActionID'])" />
			<parameter name="Agent" required="true">
				<para>Agent ID of the agent to log off.</para>
			</parameter>
			<parameter name="Soft">
				<para>Set to <literal>true</literal> to not hangup existing calls.</para>
			</parameter>
		</syntax>
		<description>
			<para>Sets an agent as no longer logged in.</para>
		</description>
	</manager>
	<configInfo name="app_agent_pool" language="en_US">
		<synopsis>Agent pool applications</synopsis>
		<description>
			<note><para>Option changes take effect on agent login or after an agent
			disconnects from a call.</para></note>
		</description>
		<configFile name="agents.conf">
			<configObject name="global">
				<synopsis>Unused, but reserved.</synopsis>
			</configObject>
			<configObject name="agent-id">
				<synopsis>Configure an agent for the pool.</synopsis>
				<description>
					<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
				</description>
				<configOption name="ackcall">
					<synopsis>Enable to require the agent to acknowledge a call.</synopsis>
					<description>
						<para>Enable to require the agent to give a DTMF acknowledgement
						when the agent receives a call.</para>
						<note><para>The option is overridden by <variable>AGENTACKCALL</variable> on agent login.</para></note>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="acceptdtmf">
					<synopsis>DTMF key sequence the agent uses to acknowledge a call.</synopsis>
					<description>
						<note><para>The option is overridden by <variable>AGENTACCEPTDTMF</variable> on agent login.</para></note>
						<note><para>The option is ignored unless the ackcall option is enabled.</para></note>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="autologoff">
					<synopsis>Time the agent has to acknowledge a call before being logged off.</synopsis>
					<description>
						<para>Set how many seconds a call for the agent has to wait for the
						agent to acknowledge the call before the agent is automatically
						logged off.  If set to zero then the call will wait forever for
						the agent to acknowledge.</para>
						<note><para>The option is overridden by <variable>AGENTAUTOLOGOFF</variable> on agent login.</para></note>
						<note><para>The option is ignored unless the ackcall option is enabled.</para></note>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="wrapuptime">
					<synopsis>Minimum time the agent has between calls.</synopsis>
					<description>
						<para>Set the minimum amount of time in milliseconds after
						disconnecting a call before the agent can receive a new call.</para>
						<note><para>The option is overridden by <variable>AGENTWRAPUPTIME</variable> on agent login.</para></note>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="musiconhold">
					<synopsis>Music on hold class the agent listens to between calls.</synopsis>
					<description>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="recordagentcalls">
					<synopsis>Enable to automatically record calls the agent takes.</synopsis>
					<description>
						<para>Enable recording calls the agent takes automatically by
						invoking the automixmon DTMF feature when the agent connects
						to a caller.  See <filename>features.conf.sample</filename> for information about
						the automixmon feature.</para>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="custom_beep">
					<synopsis>Sound file played to alert the agent when a call is present.</synopsis>
					<description>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
				<configOption name="fullname">
					<synopsis>A friendly name for the agent used in log messages.</synopsis>
					<description>
						<xi:include xpointer="xpointer(/docs/configInfo[@name='app_agent_pool']/description/note)" />
					</description>
				</configOption>
			</configObject>
		</configFile>
	</configInfo>
 ***/

/* ------------------------------------------------------------------- */

#define AST_MAX_BUF	256

/*! Maximum wait time (in ms) for the custom_beep file to play announcing the caller. */
#define CALLER_SAFETY_TIMEOUT_TIME	(2 * 60 * 1000)

/*! Number of seconds to wait for local channel optimizations to complete. */
#define LOGIN_WAIT_TIMEOUT_TIME		5

static const char app_agent_login[] = "AgentLogin";
static const char app_agent_request[] = "AgentRequest";

/*! Agent config parameters. */
struct agent_cfg {
	AST_DECLARE_STRING_FIELDS(
		/*! Identification of the agent.  (agents config container key) */
		AST_STRING_FIELD(username);
		/*! Name of agent for logging and querying purposes */
		AST_STRING_FIELD(full_name);

		/*!
		 * \brief DTMF string for an agent to accept a call.
		 *
		 * \note The channel variable AGENTACCEPTDTMF overrides on login.
		 */
		AST_STRING_FIELD(dtmf_accept);
		/*! Beep sound file to use.  Alert the agent a call is waiting. */
		AST_STRING_FIELD(beep_sound);
		/*! MOH class to use while agent waiting for call. */
		AST_STRING_FIELD(moh);
	);
	/*!
	 * \brief Number of seconds for agent to ack a call before being logged off.
	 *
	 * \note The channel variable AGENTAUTOLOGOFF overrides on login.
	 * \note If zero then timer is disabled.
	 */
	unsigned int auto_logoff;
	/*!
	 * \brief Time after a call in ms before the agent can get a new call.
	 *
	 * \note The channel variable AGENTWRAPUPTIME overrides on login.
	 */
	unsigned int wrapup_time;
	/*!
	 * \brief TRUE if agent needs to ack a call to accept it.
	 *
	 * \note The channel variable AGENTACKCALL overrides on login.
	 */
	int ack_call;
	/*! TRUE if agent calls are automatically recorded. */
	int record_agent_calls;
};

/*!
 * \internal
 * \brief Agent config ao2 container sort function.
 * \since 12.0.0
 *
 * \param obj_left pointer to the (user-defined part) of an object.
 * \param obj_right pointer to the (user-defined part) of an object.
 * \param flags flags from ao2_callback()
 *   OBJ_POINTER - if set, 'obj_right', is an object.
 *   OBJ_KEY - if set, 'obj_right', is a search key item that is not an object.
 *   OBJ_PARTIAL_KEY - if set, 'obj_right', is a partial search key item that is not an object.
 *
 * \retval <0 if obj_left < obj_right
 * \retval =0 if obj_left == obj_right
 * \retval >0 if obj_left > obj_right
 */
static int agent_cfg_sort_cmp(const void *obj_left, const void *obj_right, int flags)
{
	const struct agent_cfg *cfg_left = obj_left;
	const struct agent_cfg *cfg_right = obj_right;
	const char *right_key = obj_right;
	int cmp;

	switch (flags & (OBJ_POINTER | OBJ_KEY | OBJ_PARTIAL_KEY)) {
	default:
	case OBJ_POINTER:
		right_key = cfg_right->username;
		/* Fall through */
	case OBJ_KEY:
		cmp = strcmp(cfg_left->username, right_key);
		break;
	case OBJ_PARTIAL_KEY:
		cmp = strncmp(cfg_left->username, right_key, strlen(right_key));
		break;
	}
	return cmp;
}

static void agent_cfg_destructor(void *vdoomed)
{
	struct agent_cfg *doomed = vdoomed;

	ast_string_field_free_memory(doomed);
}

static void *agent_cfg_alloc(const char *name)
{
	struct agent_cfg *cfg;

	cfg = ao2_alloc_options(sizeof(*cfg), agent_cfg_destructor,
		AO2_ALLOC_OPT_LOCK_NOLOCK);
	if (!cfg || ast_string_field_init(cfg, 64)) {
		return NULL;
	}
	ast_string_field_set(cfg, username, name);
	return cfg;
}

static void *agent_cfg_find(struct ao2_container *agents, const char *username)
{
	return ao2_find(agents, username, OBJ_KEY);
}

/*! Agents configuration */
struct agents_cfg {
	/*! Master configured agents container. */
	struct ao2_container *agents;
};

static struct aco_type agent_type = {
	.type = ACO_ITEM,
	.name = "agent-id",
	.category_match = ACO_BLACKLIST,
	.category = "^(general|agents)$",
	.item_alloc = agent_cfg_alloc,
	.item_find = agent_cfg_find,
	.item_offset = offsetof(struct agents_cfg, agents),
};

static struct aco_type *agent_types[] = ACO_TYPES(&agent_type);

/* The general category is reserved, but unused */
static struct aco_type general_type = {
	.type = ACO_GLOBAL,
	.name = "global",
	.category_match = ACO_WHITELIST,
	.category = "^general$",
};

static struct aco_file agents_conf = {
	.filename = "agents.conf",
	.types = ACO_TYPES(&general_type, &agent_type),
};

static AO2_GLOBAL_OBJ_STATIC(cfg_handle);

static void agents_cfg_destructor(void *vdoomed)
{
	struct agents_cfg *doomed = vdoomed;

	ao2_cleanup(doomed->agents);
	doomed->agents = NULL;
}

/*!
 * \internal
 * \brief Create struct agents_cfg object.
 * \since 12.0.0
 *
 * \note A lock is not needed for the object or any secondary
 * created cfg objects.  These objects are immutable after the
 * config is loaded and applied.
 *
 * \retval New struct agents_cfg object.
 * \retval NULL on error.
 */
static void *agents_cfg_alloc(void)
{
	struct agents_cfg *cfg;

	cfg = ao2_alloc_options(sizeof(*cfg), agents_cfg_destructor,
		AO2_ALLOC_OPT_LOCK_NOLOCK);
	if (!cfg) {
		return NULL;
	}
	cfg->agents = ao2_container_alloc_rbtree(AO2_ALLOC_OPT_LOCK_NOLOCK,
		AO2_CONTAINER_ALLOC_OPT_DUPS_REJECT, agent_cfg_sort_cmp, NULL);
	if (!cfg->agents) {
		ao2_ref(cfg, -1);
		cfg = NULL;
	}
	return cfg;
}

static void agents_post_apply_config(void);

CONFIG_INFO_STANDARD(cfg_info, cfg_handle, agents_cfg_alloc,
	.files = ACO_FILES(&agents_conf),
	.post_apply_config = agents_post_apply_config,
);

static void destroy_config(void)
{
	ao2_global_obj_release(cfg_handle);
	aco_info_destroy(&cfg_info);
}

static int load_config(void)
{
	if (aco_info_init(&cfg_info)) {
		return -1;
	}

	/* Agent options */
	aco_option_register(&cfg_info, "ackcall", ACO_EXACT, agent_types, "no", OPT_BOOL_T, 1, FLDSET(struct agent_cfg, ack_call));
	aco_option_register(&cfg_info, "acceptdtmf", ACO_EXACT, agent_types, "#", OPT_STRINGFIELD_T, 1, STRFLDSET(struct agent_cfg, dtmf_accept));
	aco_option_register(&cfg_info, "autologoff", ACO_EXACT, agent_types, "0", OPT_UINT_T, 0, FLDSET(struct agent_cfg, auto_logoff));
	aco_option_register(&cfg_info, "wrapuptime", ACO_EXACT, agent_types, "0", OPT_UINT_T, 0, FLDSET(struct agent_cfg, wrapup_time));
	aco_option_register(&cfg_info, "musiconhold", ACO_EXACT, agent_types, "default", OPT_STRINGFIELD_T, 0, STRFLDSET(struct agent_cfg, moh));
	aco_option_register(&cfg_info, "recordagentcalls", ACO_EXACT, agent_types, "no", OPT_BOOL_T, 1, FLDSET(struct agent_cfg, record_agent_calls));
	aco_option_register(&cfg_info, "custom_beep", ACO_EXACT, agent_types, "beep", OPT_STRINGFIELD_T, 1, STRFLDSET(struct agent_cfg, beep_sound));
	aco_option_register(&cfg_info, "fullname", ACO_EXACT, agent_types, NULL, OPT_STRINGFIELD_T, 0, STRFLDSET(struct agent_cfg, full_name));

	if (aco_process_config(&cfg_info, 0) == ACO_PROCESS_ERROR) {
		goto error;
	}

	return 0;

error:
	destroy_config();
	return -1;
}

enum agent_state {
	/*! The agent is defined but an agent is not present. */
	AGENT_STATE_LOGGED_OUT,
	/*! Forced initial login wait to allow any local channel optimizations to happen. */
	AGENT_STATE_PROBATION_WAIT,
	/*! The agent is ready for a call. */
	AGENT_STATE_READY_FOR_CALL,
	/*! The agent has a call waiting to connect. */
	AGENT_STATE_CALL_PRESENT,
	/*! The agent needs to ack the call. */
	AGENT_STATE_CALL_WAIT_ACK,
	/*! The agent is connected with a call. */
	AGENT_STATE_ON_CALL,
	/*! The agent is resting between calls. */
	AGENT_STATE_CALL_WRAPUP,
	/*! The agent is being kicked out. */
	AGENT_STATE_LOGGING_OUT,
};

/*! Agent config option override flags. */
enum agent_override_flags {
	AGENT_FLAG_ACK_CALL = (1 << 0),
	AGENT_FLAG_DTMF_ACCEPT = (1 << 1),
	AGENT_FLAG_AUTO_LOGOFF = (1 << 2),
	AGENT_FLAG_WRAPUP_TIME = (1 << 3),
};

/*! \brief Structure representing an agent. */
struct agent_pvt {
	AST_DECLARE_STRING_FIELDS(
		/*! Identification of the agent.  (agents container key) */
		AST_STRING_FIELD(username);
		/*! Login override DTMF string for an agent to accept a call. */
		AST_STRING_FIELD(override_dtmf_accept);
	);
	/*! Connected line information to send when reentering the holding bridge. */
	struct ast_party_connected_line waiting_colp;
	/*! Flags show if settings were overridden by channel vars. */
	unsigned int flags;
	/*! Login override number of seconds for agent to ack a call before being logged off. */
	unsigned int override_auto_logoff;
	/*! Login override time after a call in ms before the agent can get a new call. */
	unsigned int override_wrapup_time;
	/*! Login override if agent needs to ack a call to accept it. */
	unsigned int override_ack_call:1;

	/*! TRUE if the agent is requested to logoff when the current call ends. */
	unsigned int deferred_logoff:1;

	/*! Mark and sweep config update to determine if an agent is dead. */
	unsigned int the_mark:1;
	/*!
	 * \brief TRUE if the agent is no longer configured and is being destroyed.
	 *
	 * \note Agents cannot log in if they are dead.
	 */
	unsigned int dead:1;

	/*! Agent control state variable. */
	enum agent_state state;
	/*! Custom device state of agent. */
	enum ast_device_state devstate;

	/*! When agent first logged in */
	time_t login_start;
	/*! When agent login probation started. */
	time_t probation_start;
	/*! When call started */
	time_t call_start;
	/*! When ack timer started */
	struct timeval ack_time;
	/*! When last disconnected */
	struct timeval last_disconnect;

	/*! Caller is waiting in this bridge for agent to join. (Holds ref) */
	struct ast_bridge *caller_bridge;
	/*! Agent is logged in with this channel. (Holds ref) (NULL if not logged in.) */
	struct ast_channel *logged;
	/*! Active config values from config file. (Holds ref) */
	struct agent_cfg *cfg;
};

/*! Container of defined agents. */
static struct ao2_container *agents;

/*!
 * \brief Lock the agent.
 *
 * \param agent Agent to lock
 *
 * \return Nothing
 */
#define agent_lock(agent)	_agent_lock(agent, __FILE__, __PRETTY_FUNCTION__, __LINE__, #agent)
static inline void _agent_lock(struct agent_pvt *agent, const char *file, const char *function, int line, const char *var)
{
	__ao2_lock(agent, AO2_LOCK_REQ_MUTEX, file, function, line, var);
}

/*!
 * \brief Unlock the agent.
 *
 * \param agent Agent to unlock
 *
 * \return Nothing
 */
#define agent_unlock(agent)	_agent_unlock(agent, __FILE__, __PRETTY_FUNCTION__, __LINE__, #agent)
static inline void _agent_unlock(struct agent_pvt *agent, const char *file, const char *function, int line, const char *var)
{
	__ao2_unlock(agent, file, function, line, var);
}

/*!
 * \internal
 * \brief Obtain the agent logged in channel lock if it exists.
 * \since 12.0.0
 *
 * \param agent Pointer to the LOCKED agent_pvt.
 *
 * \note Assumes the agent lock is already obtained.
 *
 * \note Defined locking order is channel lock then agent lock.
 *
 * \return Nothing
 */
static struct ast_channel *agent_lock_logged(struct agent_pvt *agent)
{
	struct ast_channel *logged;

	for (;;) {
		if (!agent->logged) { /* No owner. Nothing to do. */
			return NULL;
		}

		/* If we don't ref the logged, it could be killed when we unlock the agent. */
		logged = ast_channel_ref(agent->logged);

		/* Locking logged requires us to lock channel, then agent. */
		agent_unlock(agent);
		ast_channel_lock(logged);
		agent_lock(agent);

		/* Check if logged changed during agent unlock period */
		if (logged != agent->logged) {
			/* Channel changed. Unref and do another pass. */
			ast_channel_unlock(logged);
			ast_channel_unref(logged);
		} else {
			/* Channel stayed the same. Return it. */
			return logged;
		}
	}
}

/*!
 * \internal
 * \brief Get the Agent:agent_id device state.
 * \since 12.0.0
 *
 * \param agent_id Username of the agent.
 *
 * \details
 * Search the agents container for the agent and return the
 * current state.
 *
 * \return Device state of the agent.
 */
static enum ast_device_state agent_pvt_devstate_get(const char *agent_id)
{
	RAII_VAR(struct agent_pvt *, agent, ao2_find(agents, agent_id, OBJ_KEY), ao2_cleanup);

	if (agent) {
		return agent->devstate;
	}
	return AST_DEVICE_INVALID;
}

/*!
 * \internal
 * \brief Request an agent device state be updated.
 * \since 12.0.0
 *
 * \param agent_id Which agent needs the device state updated.
 *
 * \return Nothing
 */
static void agent_devstate_changed(const char *agent_id)
{
	ast_devstate_changed(AST_DEVICE_UNKNOWN, AST_DEVSTATE_CACHABLE, "Agent:%s", agent_id);
}

static void agent_pvt_destructor(void *vdoomed)
{
	struct agent_pvt *doomed = vdoomed;

	/* Make sure device state reflects agent destruction. */
	if (!ast_strlen_zero(doomed->username)) {
		ast_debug(1, "Agent %s: Destroyed.\n", doomed->username);
		agent_devstate_changed(doomed->username);
	}

	ast_party_connected_line_free(&doomed->waiting_colp);
	if (doomed->caller_bridge) {
		ast_bridge_destroy(doomed->caller_bridge);
		doomed->caller_bridge = NULL;
	}
	if (doomed->logged) {
		doomed->logged = ast_channel_unref(doomed->logged);
	}
	ao2_cleanup(doomed->cfg);
	doomed->cfg = NULL;
	ast_string_field_free_memory(doomed);
}

static struct agent_pvt *agent_pvt_new(struct agent_cfg *cfg)
{
	struct agent_pvt *agent;

	agent = ao2_alloc(sizeof(*agent), agent_pvt_destructor);
	if (!agent) {
		return NULL;
	}
	if (ast_string_field_init(agent, 32)) {
		ao2_ref(agent, -1);
		return NULL;
	}
	ast_string_field_set(agent, username, cfg->username);
	ast_party_connected_line_init(&agent->waiting_colp);
	ao2_ref(cfg, +1);
	agent->cfg = cfg;
	agent->devstate = AST_DEVICE_UNAVAILABLE;
	return agent;
}

/*!
 * \internal
 * \brief Agents ao2 container sort function.
 * \since 12.0.0
 *
 * \param obj_left pointer to the (user-defined part) of an object.
 * \param obj_right pointer to the (user-defined part) of an object.
 * \param flags flags from ao2_callback()
 *   OBJ_POINTER - if set, 'obj_right', is an object.
 *   OBJ_KEY - if set, 'obj_right', is a search key item that is not an object.
 *   OBJ_PARTIAL_KEY - if set, 'obj_right', is a partial search key item that is not an object.
 *
 * \retval <0 if obj_left < obj_right
 * \retval =0 if obj_left == obj_right
 * \retval >0 if obj_left > obj_right
 */
static int agent_pvt_sort_cmp(const void *obj_left, const void *obj_right, int flags)
{
	const struct agent_pvt *agent_left = obj_left;
	const struct agent_pvt *agent_right = obj_right;
	const char *right_key = obj_right;
	int cmp;

	switch (flags & (OBJ_POINTER | OBJ_KEY | OBJ_PARTIAL_KEY)) {
	default:
	case OBJ_POINTER:
		right_key = agent_right->username;
		/* Fall through */
	case OBJ_KEY:
		cmp = strcmp(agent_left->username, right_key);
		break;
	case OBJ_PARTIAL_KEY:
		cmp = strncmp(agent_left->username, right_key, strlen(right_key));
		break;
	}
	return cmp;
}

/*!
 * \internal
 * \brief ao2_find() callback function.
 * \since 12.0.0
 *
 * Usage:
 * found = ao2_find(agents, agent, OBJ_POINTER);
 * found = ao2_find(agents, "agent-id", OBJ_KEY);
 * found = ao2_find(agents, agent->logged, 0);
 */
static int agent_pvt_cmp(void *obj, void *arg, int flags)
{
	const struct agent_pvt *agent = obj;
	int cmp;

	switch (flags & (OBJ_POINTER | OBJ_KEY | OBJ_PARTIAL_KEY)) {
	case OBJ_POINTER:
	case OBJ_KEY:
	case OBJ_PARTIAL_KEY:
		cmp = CMP_MATCH;
		break;
	default:
		if (agent->logged == arg) {
			cmp = CMP_MATCH;
		} else {
			cmp = 0;
		}
		break;
	}
	return cmp;
}

static int agent_mark(void *obj, void *arg, int flags)
{
	struct agent_pvt *agent = obj;

	agent_lock(agent);
	agent->the_mark = 1;
	agent_unlock(agent);
	return 0;
}

static void agents_mark(void)
{
	ao2_callback(agents, 0, agent_mark, NULL);
}

static int agent_sweep(void *obj, void *arg, int flags)
{
	struct agent_pvt *agent = obj;
	int cmp = 0;

	agent_lock(agent);
	if (agent->the_mark) {
		agent->the_mark = 0;
		agent->dead = 1;
		/* Unlink dead agents immediately. */
		cmp = CMP_MATCH;
	}
	agent_unlock(agent);
	return cmp;
}

static void agents_sweep(void)
{
	struct ao2_iterator *iter;
	struct agent_pvt *agent;
	struct ast_channel *logged;

	iter = ao2_callback(agents, OBJ_MULTIPLE | OBJ_UNLINK, agent_sweep, NULL);
	if (!iter) {
		return;
	}
	for (; (agent = ao2_iterator_next(iter)); ao2_ref(agent, -1)) {
		agent_lock(agent);
		if (agent->logged) {
			logged = ast_channel_ref(agent->logged);
		} else {
			logged = NULL;
		}
		agent_unlock(agent);
		if (!logged) {
			continue;
		}
		ast_log(LOG_NOTICE,
			"Forced logoff of agent %s(%s).  Agent no longer configured.\n",
			agent->username, ast_channel_name(logged));
		ast_softhangup(logged, AST_SOFTHANGUP_EXPLICIT);
		ast_channel_unref(logged);
	}
	ao2_iterator_destroy(iter);
}

static void agents_post_apply_config(void)
{
	struct ao2_iterator iter;
	struct agent_cfg *cfg;
	RAII_VAR(struct agents_cfg *, cfgs, ao2_global_obj_ref(cfg_handle), ao2_cleanup);

	ast_assert(cfgs != NULL);

	agents_mark();
	iter = ao2_iterator_init(cfgs->agents, 0);
	for (; (cfg = ao2_iterator_next(&iter)); ao2_ref(cfg, -1)) {
		RAII_VAR(struct agent_pvt *, agent, ao2_find(agents, cfg->username, OBJ_KEY), ao2_cleanup);

		if (agent) {
			agent_lock(agent);
			agent->the_mark = 0;
			if (!agent->logged) {
				struct agent_cfg *cfg_old;

				/* Replace the config of agents not logged in. */
				cfg_old = agent->cfg;
				ao2_ref(cfg, +1);
				agent->cfg = cfg;
				ao2_cleanup(cfg_old);
			}
			agent_unlock(agent);
			continue;
		}
		agent = agent_pvt_new(cfg);
		if (!agent) {
			continue;
		}
		ao2_link(agents, agent);
		ast_debug(1, "Agent %s: Created.\n", agent->username);
		agent_devstate_changed(agent->username);
	}
	ao2_iterator_destroy(&iter);
	agents_sweep();
}

static int agent_logoff_request(const char *agent_id, int soft)