def __init__(self):
from cc_vector_manager.routing_algorithms import UCD_MIA_Alogrithm
from cc_vector_webservices.services.gateway import AgentGateway, CallGateway
self.algo = UCD_MIA_Alogrithm()
#create gateway instances
self.agentGateway = AgentGateway()
self.callGateway = CallGateway()
class CallCenterVectorManager(object):
""" Handles selection of agents based on different routing algorithms.
Currently implementing UCD-MIA.
"""
def __init__(self):
from cc_vector_manager.routing_algorithms import UCD_MIA_Alogrithm
from cc_vector_webservices.services.gateway import AgentGateway, CallGateway
self.algo = UCD_MIA_Alogrithm()
#create gateway instances
self.agentGateway = AgentGateway()
self.callGateway = CallGateway()
def getNextAgent(self,msg):
from urllib import urlencode
from urllib2 import urlopen, Request
from config import IVRSettings as SETTINGS
#get next available agent
log.info("in CallCenterVectorManager.getNextAgent()")
#get message contents
loadedMessage = simplejson.loads(msg.body)
ccxmlSessionID = loadedMessage['session']
ccxmlUniqueID = loadedMessage['id']
#get available agents
#returns <Agent Instance>
agents = self.agentGateway.getAvailableAgentsByIdleTime()
#use our selected UCD_MIA algorithm to select the next agent
agentWithMostIdleTime = self.algo.getNextAgent(agents)
if agentWithMostIdleTime:
#create call with agent
call = self.callGateway.addCall(agent=agentWithMostIdleTime)
#update agent phone status
agentWithMostIdleTime=self.agentGateway.updateAgentPhoneStatus(agentWithMostIdleTime,1)
#inject event into ccxml session
data = urlencode({SETTINGS.IVR_SESSION_KEY:ccxmlSessionID, SETTINGS.IVR_EVENT_KEY:SETTINGS.IVR_EVENT_VALUE, \
SETTINGS.IVR_UNIQUE_ID_KEY:ccxmlUniqueID, SETTINGS.IVR_AGENT_ANI_KEY:agentWithMostIdleTime.ani, \
SETTINGS.IVR_DESTINATION_TYPE_KEY: agentWithMostIdleTime.determineANIType(), \
SETTINGS.IVR_CALL_ID_KEY: call.call_id})
url = SETTINGS.IVR_URL
request = Request(url, data)
log.info("ccxml url: " + request.get_full_url() + request.get_data())
response = urlopen(request)
if response:
log.info("Agent assigned to call sucessfully")
else:
log.info("Agent assigned to call unsucessfully")
else:
#No agent was found
#send call back to queue
publisher_args = {MQConfig.DEFAULT_ROUTING_KEY_KEY: MQConfig.DEFAULT_ROUTING_KEY_VALUE,
MQConfig.DEFAULT_DELIVERY_MODE_KEY: MQConfig.DEFAULT_DELIVERY_MODE,
MQConfig.DEFAULT_EXCHANGE_VALUE_KEY: MQConfig.DEFAULT_EXCHANGE_VALUE
}
publisher = CallCenterVectorPublisher(**publisher_args)
#setup message
msg = simplejson.dumps({'session': ccxmlSessionID , 'id': ccxmlUniqueID})
log.info("message dumped as json")
publisher.publish_to_queue(msg)
log.info("message pushed to queue")
publisher.close()