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app_agent_pool: Return to dialplan if the agent fails to ack the call.

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Improvements to the agent pool functionality.

* AgentRequest no longer hangs up the caller if the agent fails to connect
with the caller.  It now continues in the dialplan.

* AgentRequest returns AGENT_STATUS set to NOT_CONNECTED if the agent
failed to connect with the call.  Most likely because the agent did not
acknowledge the call in time or got disconnected.

* The agent alerting play file configured by the agent.conf custom_beep
option can now be disabled by setting the option to an empty string.  The
agent is effectively alerted to a call presence when MOH stops.

* Fixed bridge reference leak when the agent connects with a caller.

ASTERISK-23499 #close
Reported by: Matt Jordan

Review: https://reviewboard.asterisk.org/r/3551/
........

Merged revisions 414747 from http://svn.asterisk.org/svn/asterisk/branches/12


git-svn-id: https://origsvn.digium.com/svn/asterisk/trunk@414748 65c4cc65-6c06-0410-ace0-fbb531ad65f3
This commit is contained in:
Richard Mudgett
2014-05-28 16:34:47 +00:00
parent dcfae78574
commit a5aea0cca0
2 changed files with 140 additions and 39 deletions
Download Patch File Download Diff File Expand all files Collapse all files

11
CHANGES
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@@ -20,6 +20,17 @@ AMI
res_manager_presence_state.so. If the high frequency of these events is
problematic for you, do not load these modules.
------------------------------------------------------------------------------
--- Functionality changes from Asterisk 12.3.0 to Asterisk 12.4.0 ------------
------------------------------------------------------------------------------
AgentRequest
------------------
* Returns new AGENT_STATUS value "NOT_CONNECTED" if the agent fails to
connect with an incoming caller after being alerted to the presence
of the incoming caller. The most likely reason this would happen is
the agent did not acknowledge the call in time.
------------------------------------------------------------------------------
--- Functionality changes from Asterisk 12.2.0 to Asterisk 12.3.0 ------------
------------------------------------------------------------------------------

168
apps/app_agent_pool.c
View File

@@ -108,13 +108,16 @@ ASTERISK_FILE_VERSION(__FILE__, "$Revision$")
<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>Request an agent to connect with the channel. Failure to find,
alert the agent, or acknowledge the call 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 = "NOT_CONNECTED"><para>The agent did not connect with the
call. The agent most likely did not acknowledge the call.</para></enum>
<enum name = "ERROR"><para>Alerting the agent failed.</para></enum>
</enumlist>
</description>
@@ -545,7 +548,7 @@ static int load_config(void)
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, "custom_beep", ACO_EXACT, agent_types, "beep", OPT_STRINGFIELD_T, 0, 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) {
@@ -761,7 +764,7 @@ static void agent_pvt_destructor(void *vdoomed)
ast_party_connected_line_free(&doomed->waiting_colp);
if (doomed->caller_bridge) {
ast_bridge_destroy(doomed->caller_bridge, AST_CAUSE_USER_BUSY);
ast_bridge_destroy(doomed->caller_bridge, 0);
doomed->caller_bridge = NULL;
}
if (doomed->logged) {
@@ -993,6 +996,23 @@ static AO2_GLOBAL_OBJ_STATIC(agent_holding);
/*! Agent holding bridge deferred creation lock. */
AST_MUTEX_DEFINE_STATIC(agent_holding_lock);
/*!
* \internal
* \brief Callback to clear AGENT_STATUS on the caller channel.
*
* \param bridge_channel Which channel to operate on.
* \param payload Data to pass to the callback. (NULL if none).
* \param payload_size Size of the payload if payload is non-NULL. A number otherwise.
*
* \note The payload MUST NOT have any resources that need to be freed.
*
* \return Nothing
*/
static void clear_agent_status(struct ast_bridge_channel *bridge_channel, const void *payload, size_t payload_size)
{
pbx_builtin_setvar_helper(bridge_channel->chan, "AGENT_STATUS", NULL);
}
/*!
* \internal
* \brief Connect the agent with the waiting caller.
@@ -1028,12 +1048,18 @@ static void agent_connect_caller(struct ast_bridge_channel *bridge_channel, stru
NULL, 0);
if (res) {
/* Reset agent. */
ast_bridge_destroy(caller_bridge, AST_CAUSE_USER_BUSY);
ast_bridge_destroy(caller_bridge, 0);
ast_bridge_channel_leave_bridge(bridge_channel, BRIDGE_CHANNEL_STATE_END,
AST_CAUSE_NORMAL_CLEARING);
return;
}
ast_bridge_channel_write_control_data(bridge_channel, AST_CONTROL_ANSWER, NULL, 0);
res = ast_bridge_channel_write_control_data(bridge_channel, AST_CONTROL_ANSWER, NULL, 0)
|| ast_bridge_channel_write_callback(bridge_channel, 0, clear_agent_status, NULL, 0);
if (res) {
/* Reset agent. */
ast_bridge_destroy(caller_bridge, 0);
return;
}
if (record_agent_calls) {
struct ast_bridge_features_automixmonitor options = {
@@ -1046,6 +1072,8 @@ static void agent_connect_caller(struct ast_bridge_channel *bridge_channel, stru
*/
ast_bridge_features_do(AST_BRIDGE_BUILTIN_AUTOMIXMON, bridge_channel, &options);
}
ao2_t_ref(caller_bridge, -1, "Agent successfully in caller_bridge");
}
static int bridge_agent_hold_ack(struct ast_bridge_channel *bridge_channel, void *hook_pvt)
@@ -1462,7 +1490,7 @@ static void agent_logout(struct agent_pvt *agent)
agent_devstate_changed(agent->username);
if (caller_bridge) {
ast_bridge_destroy(caller_bridge, AST_CAUSE_USER_BUSY);
ast_bridge_destroy(caller_bridge, 0);
}
ast_channel_lock(logged);
@@ -1548,7 +1576,7 @@ static void agent_run(struct agent_pvt *agent, struct ast_channel *logged)
agent_unlock(agent);
ao2_ref(cfg_old, -1);
if (caller_bridge) {
ast_bridge_destroy(caller_bridge, AST_CAUSE_USER_BUSY);
ast_bridge_destroy(caller_bridge, 0);
}
if (agent->state == AGENT_STATE_LOGGING_OUT
@@ -1674,7 +1702,7 @@ static void caller_abort_agent(struct agent_pvt *agent)
agent->caller_bridge = NULL;
agent_unlock(agent);
if (caller_bridge) {
ast_bridge_destroy(caller_bridge, AST_CAUSE_USER_BUSY);
ast_bridge_destroy(caller_bridge, 0);
}
return;
}
@@ -1690,9 +1718,11 @@ static int caller_safety_timeout(struct ast_bridge_channel *bridge_channel, void
struct agent_pvt *agent = hook_pvt;
if (agent->state == AGENT_STATE_CALL_PRESENT) {
ast_verb(3, "Agent '%s' did not respond. Safety timeout.\n", agent->username);
ast_bridge_channel_leave_bridge(bridge_channel, BRIDGE_CHANNEL_STATE_END,
AST_CAUSE_USER_BUSY);
ast_log(LOG_WARNING, "Agent '%s' process did not respond. Safety timeout.\n",
agent->username);
pbx_builtin_setvar_helper(bridge_channel->chan, "AGENT_STATUS", "ERROR");
ast_bridge_channel_leave_bridge(bridge_channel, BRIDGE_CHANNEL_STATE_END, 0);
caller_abort_agent(agent);
}
@@ -1769,6 +1799,49 @@ static int send_colp_to_agent(struct ast_bridge_channel *bridge_channel, struct
AST_CONTROL_CONNECTED_LINE, data, datalen);
}
/*!
* \internal
* \brief Caller joined the bridge event callback.
*
* \param bridge_channel Channel executing the feature
* \param hook_pvt Private data passed in when the hook was created
*
* \retval 0 Keep the callback hook.
* \retval -1 Remove the callback hook.
*/
static int caller_joined_bridge(struct ast_bridge_channel *bridge_channel, void *hook_pvt)
{
struct agent_pvt *agent = hook_pvt;
struct ast_bridge_channel *logged;
int res;
logged = agent_bridge_channel_get_lock(agent);
if (!logged) {
ast_verb(3, "Agent '%s' not logged in.\n", agent->username);
pbx_builtin_setvar_helper(bridge_channel->chan, "AGENT_STATUS", "NOT_LOGGED_IN");
ast_bridge_channel_leave_bridge(bridge_channel, BRIDGE_CHANNEL_STATE_END, 0);
caller_abort_agent(agent);
return -1;
}
res = send_alert_to_agent(logged, agent->username);
ast_bridge_channel_unlock(logged);
ao2_ref(logged, -1);
if (res) {
ast_verb(3, "Agent '%s': Failed to alert the agent.\n", agent->username);
pbx_builtin_setvar_helper(bridge_channel->chan, "AGENT_STATUS", "ERROR");
ast_bridge_channel_leave_bridge(bridge_channel, BRIDGE_CHANNEL_STATE_END, 0);
caller_abort_agent(agent);
return -1;
}
pbx_builtin_setvar_helper(bridge_channel->chan, "AGENT_STATUS", "NOT_CONNECTED");
ast_indicate(bridge_channel->chan, AST_CONTROL_RINGING);
return -1;
}
/*!
* \brief Dialplan AgentRequest application to locate an agent to talk with.
*
@@ -1826,24 +1899,26 @@ static int agent_request_exec(struct ast_channel *chan, const char *data)
return -1;
}
/* Setup the alert agent on caller joining the bridge hook. */
ao2_ref(agent, +1);
if (ast_bridge_join_hook(&caller_features, caller_joined_bridge, agent,
__ao2_cleanup, 0)) {
ao2_ref(agent, -1);
ast_bridge_features_cleanup(&caller_features);
return -1;
}
caller_bridge = ast_bridge_basic_new();
if (!caller_bridge) {
ast_bridge_features_cleanup(&caller_features);
return -1;
}
/* Get COLP for agent. */
ast_party_connected_line_init(&connected);
ast_channel_lock(chan);
ast_connected_line_copy_from_caller(&connected, ast_channel_caller(chan));
ast_channel_unlock(chan);
agent_lock(agent);
switch (agent->state) {
case AGENT_STATE_LOGGED_OUT:
case AGENT_STATE_LOGGING_OUT:
agent_unlock(agent);
ast_party_connected_line_free(&connected);
ast_bridge_destroy(caller_bridge, 0);
ast_bridge_features_cleanup(&caller_features);
ast_verb(3, "Agent '%s' not logged in.\n", agent->username);
@@ -1857,7 +1932,6 @@ static int agent_request_exec(struct ast_channel *chan, const char *data)
break;
default:
agent_unlock(agent);
ast_party_connected_line_free(&connected);
ast_bridge_destroy(caller_bridge, 0);
ast_bridge_features_cleanup(&caller_features);
ast_verb(3, "Agent '%s' is busy.\n", agent->username);
@@ -1867,38 +1941,55 @@ static int agent_request_exec(struct ast_channel *chan, const char *data)
agent_unlock(agent);
agent_devstate_changed(agent->username);
/* Get COLP for agent. */
ast_party_connected_line_init(&connected);
ast_channel_lock(chan);
ast_connected_line_copy_from_caller(&connected, ast_channel_caller(chan));
ast_channel_unlock(chan);
logged = agent_bridge_channel_get_lock(agent);
if (!logged) {
ast_party_connected_line_free(&connected);
caller_abort_agent(agent);
ast_bridge_destroy(caller_bridge, 0);
ast_bridge_features_cleanup(&caller_features);
ast_verb(3, "Agent '%s' not logged in.\n", agent->username);
pbx_builtin_setvar_helper(chan, "AGENT_STATUS", "NOT_LOGGED_IN");
caller_abort_agent(agent);
return 0;
}
send_colp_to_agent(logged, &connected);
ast_party_connected_line_free(&connected);
res = send_alert_to_agent(logged, agent->username);
ast_bridge_channel_unlock(logged);
ao2_ref(logged, -1);
if (res) {
ast_bridge_destroy(caller_bridge, 0);
ast_bridge_features_cleanup(&caller_features);
ast_verb(3, "Agent '%s': Failed to alert the agent.\n", agent->username);
pbx_builtin_setvar_helper(chan, "AGENT_STATUS", "ERROR");
caller_abort_agent(agent);
return 0;
}
ast_party_connected_line_free(&connected);
ast_indicate(chan, AST_CONTROL_RINGING);
ast_bridge_join(caller_bridge, chan, NULL, &caller_features, NULL,
AST_BRIDGE_JOIN_PASS_REFERENCE);
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);
return -1;
/* 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;
}
/*!
@@ -2040,9 +2131,8 @@ static int agent_login_exec(struct ast_channel *chan, const char *data)
agent_login_channel_config(agent, chan);
if (!ast_test_flag(&opts, OPT_SILENT)
&& !ast_streamfile(chan, "agent-loginok", ast_channel_language(chan))) {
ast_waitstream(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,