def agent_unregistration(request):
""" Unregisters an active agent for the call center. """
log.info("agent_unregistration. retrieved agent ANI:" + request.POST['agentANI'])
agentGateway = AgentGateway()
response = agentGateway.unregisterAgentForServiceToday(request.POST['agentANI'])
if response:
return HttpResponse('unregistration.successful')
else:
return HttpResponse('unregistration.unsuccessful')
class CallGatewayTest(unittest.TestCase):
""" Provides function coverage for CallGateway. """
def setUp(self):
self.AgentGateway = AgentGateway()
self.CallGateway = CallGateway()
self.agentToInsert = None
self.ANI = "212555555" + str(random.randrange(9))
self.createdCall = None
self.activeCalls = []
def tearDown(self):
if self.agentToInsert:
self.agentToInsert.delete()
if self.createdCall:
self.createdCall.delete()
if len(self.activeCalls) > 0:
for call in self.activeCalls:
call.delete()
def test_addCall(self):
# calls need an agent
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
self.createdCall = self.CallGateway.addCall(self.agentToInsert)
self.assertEqual(self.createdCall.agent.ani, self.agentToInsert.ani)
self.assertNotEqual(self.createdCall.call_start, None)
def test_getLastCallForAgent(self):
# create some calls for an agent
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
now = datetime.datetime.now()
self.activeCalls.append(
self.CallGateway.addCall(self.agentToInsert, callEnd=(now + datetime.timedelta(seconds=50)))
) # [0]
self.activeCalls.append(
self.CallGateway.addCall(self.agentToInsert, callEnd=(now + datetime.timedelta(seconds=60)))
) # [1]
lastCall = self.CallGateway.getLastCallForAgent(self.agentToInsert)
# should return [1]
self.assertEqual(lastCall.call_id, self.activeCalls[1].call_id)
def test_endCall(self):
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
self.createdCall = self.CallGateway.addCall(self.agentToInsert)
self.assertEqual(self.createdCall.call_end, None)
# end call
endedCall = self.CallGateway.endCall(self.createdCall.call_id)
self.assertEqual(self.createdCall.call_id, endedCall.call_id)
self.assertNotEqual(endedCall.call_end, None)
def setUp(self):
self.AgentGateway = AgentGateway()
self.CallGateway = CallGateway()
self.agentToInsert = None
self.ANI = "212555555" + str(random.randrange(9))
self.createdCall = None
self.activeCalls = []
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 setUp(self):
self.ANI = "212555555" + str(random.randrange(9))
self.AgentGateway = AgentGateway()
self.CallGateway = CallGateway()
self.today = datetime.datetime.today()
self.agentToInsert = None
self.activeAgents = []
self.activeCalls = []
def agent_registration(request):
""" Registers an active agent for the call center. """
try:
log.info("retrieved agent ANI:" + request.POST['agentANI'])
assert(request.POST['agentANI'])
agentGateway = AgentGateway()
#check if agent is already active
if(agentGateway.isANICurrentlyActive(request.POST['agentANI'])):
#agent already active
log.info("agent_registration: agent already active ani: " + request.POST['agentANI'])
return HttpResponse('registration.agent_already_active')
else:
#INSERT INTO DB
log.info("about to call registerAgentForServiceToday()")
agentGateway.registerAgentForServiceToday(request.POST['agentANI'])
log.info("registered agent")
return HttpResponse('registration.successful')
except Exception as e:
log.error("Module: views.agent_registration. Error: " + e)
return HttpResponse('registration.unsuccessful')
class AgentGatewayTest(unittest.TestCase):
""" Provides function coverage for AgentGateway. """
def setUp(self):
self.ANI = "212555555" + str(random.randrange(9))
self.AgentGateway = AgentGateway()
self.CallGateway = CallGateway()
self.today = datetime.datetime.today()
self.agentToInsert = None
self.activeAgents = []
self.activeCalls = []
def tearDown(self):
if self.agentToInsert:
self.agentToInsert.delete()
if len(self.activeAgents) > 0:
for agent in self.activeAgents:
agent.delete()
if len(self.activeCalls) > 0:
for call in self.activeCalls:
call.delete()
def test_registerAgent(self):
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
# verify agent was inserted
insertedAgent = Agents.objects.get(ani=self.ANI)
self.assertTrue(insertedAgent)
self.assertEqual(insertedAgent.ani, self.agentToInsert.ani)
self.assertEqual(insertedAgent.connection_status, 1)
self.assertEqual(insertedAgent.phone_status, 0)
self.assertEqual(insertedAgent.added, self.agentToInsert.added)
def test_getAvailableAgentsByIdleTime(self):
# insert a bunch of agents
self.activeAgents.append(
self.AgentGateway.registerAgentForServiceToday("2125555560", connection=1, phone=0)
) # [0]
self.activeAgents.append(
self.AgentGateway.registerAgentForServiceToday("2125555561", connection=0, phone=0)
) # [1]
self.activeAgents.append(
self.AgentGateway.registerAgentForServiceToday("2125555562", connection=1, phone=1)
) # [2]
self.activeAgents.append(
self.AgentGateway.registerAgentForServiceToday("2125555563", connection=1, phone=1)
) # [3]
self.activeAgents.append(
self.AgentGateway.registerAgentForServiceToday("2125555564", connection=1, phone=0)
) # [4]
self.activeAgents.append(
self.AgentGateway.registerAgentForServiceToday("2125555565", connection=1, phone=0)
) # [5]
# insert some calls
now = datetime.datetime.now()
self.activeCalls.append(
self.CallGateway.addCall(agent=self.activeAgents[0], callEnd=(now + datetime.timedelta(seconds=50)))
) # call ended
self.activeCalls.append(self.CallGateway.addCall(agent=self.activeAgents[2])) # still on call
self.activeCalls.append(self.CallGateway.addCall(agent=self.activeAgents[3])) # still on call
self.activeCalls.append(
self.CallGateway.addCall(agent=self.activeAgents[4], callEnd=(now + datetime.timedelta(seconds=30)))
) # call ended
self.activeCalls.append(
self.CallGateway.addCall(agent=self.activeAgents[5], callEnd=(now + datetime.timedelta(seconds=60)))
) # call ended
# get list of aviable agents
# this returns unsorted list of hash containing agent ani and idle time
# should have the following agents: 0,4,5
avialableAgents = self.AgentGateway.getAvailableAgentsByIdleTime()
self.assertEqual(len(avialableAgents), 3)
def test_updateAgentPhoneStatus(self):
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
self.assertEqual(self.agentToInsert.ani, self.ANI)
# default phone status is 0
self.assertEqual(self.agentToInsert.phone_status, 0)
# change status
modifiedAgent = self.AgentGateway.updateAgentPhoneStatus(self.agentToInsert, 1)
self.assertEqual(modifiedAgent.ani, self.agentToInsert.ani)
self.assertEqual(modifiedAgent.phone_status, 1)
def test_unregisterAgentForServiceToday(self):
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
# make sure agent is registered for service
self.assertEqual(self.agentToInsert.ani, self.ANI)
self.assertEqual(self.agentToInsert.connection_status, 1)
# unregister
unregedAgent = self.AgentGateway.unregisterAgentForServiceToday(self.ANI)
self.assertEqual(self.agentToInsert.ani, unregedAgent.ani)
self.assertEqual(unregedAgent.connection_status, 0)
def test_isANICurrentlyActive(self):
self.agentToInsert = self.AgentGateway.registerAgentForServiceToday(self.ANI)
self.assertEqual(self.agentToInsert.ani, self.ANI)
self.assertEqual(self.agentToInsert.connection_status, 1)
self.assertEqual(self.AgentGateway.isANICurrentlyActive(self.ANI), True)
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()
