diff options
Diffstat (limited to 'src/org/jivesoftware/smackx/workgroup/agent/AgentSession.java')
| -rw-r--r-- | src/org/jivesoftware/smackx/workgroup/agent/AgentSession.java | 1185 |
1 files changed, 1185 insertions, 0 deletions
diff --git a/src/org/jivesoftware/smackx/workgroup/agent/AgentSession.java b/src/org/jivesoftware/smackx/workgroup/agent/AgentSession.java new file mode 100644 index 0000000..46d19d0 --- /dev/null +++ b/src/org/jivesoftware/smackx/workgroup/agent/AgentSession.java @@ -0,0 +1,1185 @@ +/**
+ * $Revision$
+ * $Date$
+ *
+ * Copyright 2003-2007 Jive Software.
+ *
+ * All rights reserved. Licensed under the Apache License, Version 2.0 (the "License");
+ * you may not use this file except in compliance with the License.
+ * You may obtain a copy of the License at
+ *
+ * http://www.apache.org/licenses/LICENSE-2.0
+ *
+ * Unless required by applicable law or agreed to in writing, software
+ * distributed under the License is distributed on an "AS IS" BASIS,
+ * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+ * See the License for the specific language governing permissions and
+ * limitations under the License.
+ */
+
+package org.jivesoftware.smackx.workgroup.agent;
+
+import org.jivesoftware.smackx.workgroup.MetaData;
+import org.jivesoftware.smackx.workgroup.QueueUser;
+import org.jivesoftware.smackx.workgroup.WorkgroupInvitation;
+import org.jivesoftware.smackx.workgroup.WorkgroupInvitationListener;
+import org.jivesoftware.smackx.workgroup.ext.history.AgentChatHistory;
+import org.jivesoftware.smackx.workgroup.ext.history.ChatMetadata;
+import org.jivesoftware.smackx.workgroup.ext.macros.MacroGroup;
+import org.jivesoftware.smackx.workgroup.ext.macros.Macros;
+import org.jivesoftware.smackx.workgroup.ext.notes.ChatNotes;
+import org.jivesoftware.smackx.workgroup.packet.*;
+import org.jivesoftware.smackx.workgroup.settings.GenericSettings;
+import org.jivesoftware.smackx.workgroup.settings.SearchSettings;
+import org.jivesoftware.smack.*;
+import org.jivesoftware.smack.filter.*;
+import org.jivesoftware.smack.packet.*;
+import org.jivesoftware.smack.util.StringUtils;
+import org.jivesoftware.smackx.Form;
+import org.jivesoftware.smackx.ReportedData;
+import org.jivesoftware.smackx.packet.MUCUser;
+
+import java.util.*;
+
+/**
+ * This class embodies the agent's active presence within a given workgroup. The application
+ * should have N instances of this class, where N is the number of workgroups to which the
+ * owning agent of the application belongs. This class provides all functionality that a
+ * session within a given workgroup is expected to have from an agent's perspective -- setting
+ * the status, tracking the status of queues to which the agent belongs within the workgroup, and
+ * dequeuing customers.
+ *
+ * @author Matt Tucker
+ * @author Derek DeMoro
+ */
+public class AgentSession {
+
+ private Connection connection;
+
+ private String workgroupJID;
+
+ private boolean online = false;
+ private Presence.Mode presenceMode;
+ private int maxChats;
+ private final Map<String, List<String>> metaData;
+
+ private Map<String, WorkgroupQueue> queues;
+
+ private final List<OfferListener> offerListeners;
+ private final List<WorkgroupInvitationListener> invitationListeners;
+ private final List<QueueUsersListener> queueUsersListeners;
+
+ private AgentRoster agentRoster = null;
+ private TranscriptManager transcriptManager;
+ private TranscriptSearchManager transcriptSearchManager;
+ private Agent agent;
+ private PacketListener packetListener;
+
+ /**
+ * Constructs a new agent session instance. Note, the {@link #setOnline(boolean)}
+ * method must be called with an argument of <tt>true</tt> to mark the agent
+ * as available to accept chat requests.
+ *
+ * @param connection a connection instance which must have already gone through
+ * authentication.
+ * @param workgroupJID the fully qualified JID of the workgroup.
+ */
+ public AgentSession(String workgroupJID, Connection connection) {
+ // Login must have been done before passing in connection.
+ if (!connection.isAuthenticated()) {
+ throw new IllegalStateException("Must login to server before creating workgroup.");
+ }
+
+ this.workgroupJID = workgroupJID;
+ this.connection = connection;
+ this.transcriptManager = new TranscriptManager(connection);
+ this.transcriptSearchManager = new TranscriptSearchManager(connection);
+
+ this.maxChats = -1;
+
+ this.metaData = new HashMap<String, List<String>>();
+
+ this.queues = new HashMap<String, WorkgroupQueue>();
+
+ offerListeners = new ArrayList<OfferListener>();
+ invitationListeners = new ArrayList<WorkgroupInvitationListener>();
+ queueUsersListeners = new ArrayList<QueueUsersListener>();
+
+ // Create a filter to listen for packets we're interested in.
+ OrFilter filter = new OrFilter();
+ filter.addFilter(new PacketTypeFilter(OfferRequestProvider.OfferRequestPacket.class));
+ filter.addFilter(new PacketTypeFilter(OfferRevokeProvider.OfferRevokePacket.class));
+ filter.addFilter(new PacketTypeFilter(Presence.class));
+ filter.addFilter(new PacketTypeFilter(Message.class));
+
+ packetListener = new PacketListener() {
+ public void processPacket(Packet packet) {
+ try {
+ handlePacket(packet);
+ }
+ catch (Exception e) {
+ e.printStackTrace();
+ }
+ }
+ };
+ connection.addPacketListener(packetListener, filter);
+ // Create the agent associated to this session
+ agent = new Agent(connection, workgroupJID);
+ }
+
+ /**
+ * Close the agent session. The underlying connection will remain opened but the
+ * packet listeners that were added by this agent session will be removed.
+ */
+ public void close() {
+ connection.removePacketListener(packetListener);
+ }
+
+ /**
+ * Returns the agent roster for the workgroup, which contains
+ *
+ * @return the AgentRoster
+ */
+ public AgentRoster getAgentRoster() {
+ if (agentRoster == null) {
+ agentRoster = new AgentRoster(connection, workgroupJID);
+ }
+
+ // This might be the first time the user has asked for the roster. If so, we
+ // want to wait up to 2 seconds for the server to send back the list of agents.
+ // This behavior shields API users from having to worry about the fact that the
+ // operation is asynchronous, although they'll still have to listen for changes
+ // to the roster.
+ int elapsed = 0;
+ while (!agentRoster.rosterInitialized && elapsed <= 2000) {
+ try {
+ Thread.sleep(500);
+ }
+ catch (Exception e) {
+ // Ignore
+ }
+ elapsed += 500;
+ }
+ return agentRoster;
+ }
+
+ /**
+ * Returns the agent's current presence mode.
+ *
+ * @return the agent's current presence mode.
+ */
+ public Presence.Mode getPresenceMode() {
+ return presenceMode;
+ }
+
+ /**
+ * Returns the maximum number of chats the agent can participate in.
+ *
+ * @return the maximum number of chats the agent can participate in.
+ */
+ public int getMaxChats() {
+ return maxChats;
+ }
+
+ /**
+ * Returns true if the agent is online with the workgroup.
+ *
+ * @return true if the agent is online with the workgroup.
+ */
+ public boolean isOnline() {
+ return online;
+ }
+
+ /**
+ * Allows the addition of a new key-value pair to the agent's meta data, if the value is
+ * new data, the revised meta data will be rebroadcast in an agent's presence broadcast.
+ *
+ * @param key the meta data key
+ * @param val the non-null meta data value
+ * @throws XMPPException if an exception occurs.
+ */
+ public void setMetaData(String key, String val) throws XMPPException {
+ synchronized (this.metaData) {
+ List<String> oldVals = metaData.get(key);
+
+ if ((oldVals == null) || (!oldVals.get(0).equals(val))) {
+ oldVals.set(0, val);
+
+ setStatus(presenceMode, maxChats);
+ }
+ }
+ }
+
+ /**
+ * Allows the removal of data from the agent's meta data, if the key represents existing data,
+ * the revised meta data will be rebroadcast in an agent's presence broadcast.
+ *
+ * @param key the meta data key.
+ * @throws XMPPException if an exception occurs.
+ */
+ public void removeMetaData(String key) throws XMPPException {
+ synchronized (this.metaData) {
+ List<String> oldVal = metaData.remove(key);
+
+ if (oldVal != null) {
+ setStatus(presenceMode, maxChats);
+ }
+ }
+ }
+
+ /**
+ * Allows the retrieval of meta data for a specified key.
+ *
+ * @param key the meta data key
+ * @return the meta data value associated with the key or <tt>null</tt> if the meta-data
+ * doesn't exist..
+ */
+ public List<String> getMetaData(String key) {
+ return metaData.get(key);
+ }
+
+ /**
+ * Sets whether the agent is online with the workgroup. If the user tries to go online with
+ * the workgroup but is not allowed to be an agent, an XMPPError with error code 401 will
+ * be thrown.
+ *
+ * @param online true to set the agent as online with the workgroup.
+ * @throws XMPPException if an error occurs setting the online status.
+ */
+ public void setOnline(boolean online) throws XMPPException {
+ // If the online status hasn't changed, do nothing.
+ if (this.online == online) {
+ return;
+ }
+
+ Presence presence;
+
+ // If the user is going online...
+ if (online) {
+ presence = new Presence(Presence.Type.available);
+ presence.setTo(workgroupJID);
+ presence.addExtension(new DefaultPacketExtension(AgentStatus.ELEMENT_NAME,
+ AgentStatus.NAMESPACE));
+
+ PacketCollector collector = this.connection.createPacketCollector(new AndFilter(new PacketTypeFilter(Presence.class), new FromContainsFilter(workgroupJID)));
+
+ connection.sendPacket(presence);
+
+ presence = (Presence)collector.nextResult(5000);
+ collector.cancel();
+ if (!presence.isAvailable()) {
+ throw new XMPPException("No response from server on status set.");
+ }
+
+ if (presence.getError() != null) {
+ throw new XMPPException(presence.getError());
+ }
+
+ // We can safely update this iv since we didn't get any error
+ this.online = online;
+ }
+ // Otherwise the user is going offline...
+ else {
+ // Update this iv now since we don't care at this point of any error
+ this.online = online;
+
+ presence = new Presence(Presence.Type.unavailable);
+ presence.setTo(workgroupJID);
+ presence.addExtension(new DefaultPacketExtension(AgentStatus.ELEMENT_NAME,
+ AgentStatus.NAMESPACE));
+ connection.sendPacket(presence);
+ }
+ }
+
+ /**
+ * Sets the agent's current status with the workgroup. The presence mode affects
+ * how offers are routed to the agent. The possible presence modes with their
+ * meanings are as follows:<ul>
+ * <p/>
+ * <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
+ * (equivalent to Presence.Mode.CHAT).
+ * <li>Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed.
+ * However, special case, or extreme urgency chats may still be offered to the agent.
+ * <li>Presence.Mode.AWAY -- the agent is not available and should not
+ * have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
+ * <p/>
+ * The max chats value is the maximum number of chats the agent is willing to have
+ * routed to them at once. Some servers may be configured to only accept max chat
+ * values in a certain range; for example, between two and five. In that case, the
+ * maxChats value the agent sends may be adjusted by the server to a value within that
+ * range.
+ *
+ * @param presenceMode the presence mode of the agent.
+ * @param maxChats the maximum number of chats the agent is willing to accept.
+ * @throws XMPPException if an error occurs setting the agent status.
+ * @throws IllegalStateException if the agent is not online with the workgroup.
+ */
+ public void setStatus(Presence.Mode presenceMode, int maxChats) throws XMPPException {
+ setStatus(presenceMode, maxChats, null);
+ }
+
+ /**
+ * Sets the agent's current status with the workgroup. The presence mode affects how offers
+ * are routed to the agent. The possible presence modes with their meanings are as follows:<ul>
+ * <p/>
+ * <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
+ * (equivalent to Presence.Mode.CHAT).
+ * <li>Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed.
+ * However, special case, or extreme urgency chats may still be offered to the agent.
+ * <li>Presence.Mode.AWAY -- the agent is not available and should not
+ * have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
+ * <p/>
+ * The max chats value is the maximum number of chats the agent is willing to have routed to
+ * them at once. Some servers may be configured to only accept max chat values in a certain
+ * range; for example, between two and five. In that case, the maxChats value the agent sends
+ * may be adjusted by the server to a value within that range.
+ *
+ * @param presenceMode the presence mode of the agent.
+ * @param maxChats the maximum number of chats the agent is willing to accept.
+ * @param status sets the status message of the presence update.
+ * @throws XMPPException if an error occurs setting the agent status.
+ * @throws IllegalStateException if the agent is not online with the workgroup.
+ */
+ public void setStatus(Presence.Mode presenceMode, int maxChats, String status)
+ throws XMPPException {
+ if (!online) {
+ throw new IllegalStateException("Cannot set status when the agent is not online.");
+ }
+
+ if (presenceMode == null) {
+ presenceMode = Presence.Mode.available;
+ }
+ this.presenceMode = presenceMode;
+ this.maxChats = maxChats;
+
+ Presence presence = new Presence(Presence.Type.available);
+ presence.setMode(presenceMode);
+ presence.setTo(this.getWorkgroupJID());
+
+ if (status != null) {
+ presence.setStatus(status);
+ }
+ // Send information about max chats and current chats as a packet extension.
+ DefaultPacketExtension agentStatus = new DefaultPacketExtension(AgentStatus.ELEMENT_NAME,
+ AgentStatus.NAMESPACE);
+ agentStatus.setValue("max-chats", "" + maxChats);
+ presence.addExtension(agentStatus);
+ presence.addExtension(new MetaData(this.metaData));
+
+ PacketCollector collector = this.connection.createPacketCollector(new AndFilter(new PacketTypeFilter(Presence.class), new FromContainsFilter(workgroupJID)));
+
+ this.connection.sendPacket(presence);
+
+ presence = (Presence)collector.nextResult(5000);
+ collector.cancel();
+ if (!presence.isAvailable()) {
+ throw new XMPPException("No response from server on status set.");
+ }
+
+ if (presence.getError() != null) {
+ throw new XMPPException(presence.getError());
+ }
+ }
+
+ /**
+ * Sets the agent's current status with the workgroup. The presence mode affects how offers
+ * are routed to the agent. The possible presence modes with their meanings are as follows:<ul>
+ * <p/>
+ * <li>Presence.Mode.AVAILABLE -- (Default) the agent is available for more chats
+ * (equivalent to Presence.Mode.CHAT).
+ * <li>Presence.Mode.DO_NOT_DISTURB -- the agent is busy and should not be disturbed.
+ * However, special case, or extreme urgency chats may still be offered to the agent.
+ * <li>Presence.Mode.AWAY -- the agent is not available and should not
+ * have a chat routed to them (equivalent to Presence.Mode.EXTENDED_AWAY).</ul>
+ *
+ * @param presenceMode the presence mode of the agent.
+ * @param status sets the status message of the presence update.
+ * @throws XMPPException if an error occurs setting the agent status.
+ * @throws IllegalStateException if the agent is not online with the workgroup.
+ */
+ public void setStatus(Presence.Mode presenceMode, String status) throws XMPPException {
+ if (!online) {
+ throw new IllegalStateException("Cannot set status when the agent is not online.");
+ }
+
+ if (presenceMode == null) {
+ presenceMode = Presence.Mode.available;
+ }
+ this.presenceMode = presenceMode;
+
+ Presence presence = new Presence(Presence.Type.available);
+ presence.setMode(presenceMode);
+ presence.setTo(this.getWorkgroupJID());
+
+ if (status != null) {
+ presence.setStatus(status);
+ }
+ presence.addExtension(new MetaData(this.metaData));
+
+ PacketCollector collector = this.connection.createPacketCollector(new AndFilter(new PacketTypeFilter(Presence.class),
+ new FromContainsFilter(workgroupJID)));
+
+ this.connection.sendPacket(presence);
+
+ presence = (Presence)collector.nextResult(5000);
+ collector.cancel();
+ if (!presence.isAvailable()) {
+ throw new XMPPException("No response from server on status set.");
+ }
+
+ if (presence.getError() != null) {
+ throw new XMPPException(presence.getError());
+ }
+ }
+
+ /**
+ * Removes a user from the workgroup queue. This is an administrative action that the
+ * <p/>
+ * The agent is not guaranteed of having privileges to perform this action; an exception
+ * denying the request may be thrown.
+ *
+ * @param userID the ID of the user to remove.
+ * @throws XMPPException if an exception occurs.
+ */
+ public void dequeueUser(String userID) throws XMPPException {
+ // todo: this method simply won't work right now.
+ DepartQueuePacket departPacket = new DepartQueuePacket(this.workgroupJID);
+
+ // PENDING
+ this.connection.sendPacket(departPacket);
+ }
+
+ /**
+ * Returns the transcripts of a given user. The answer will contain the complete history of
+ * conversations that a user had.
+ *
+ * @param userID the id of the user to get his conversations.
+ * @return the transcripts of a given user.
+ * @throws XMPPException if an error occurs while getting the information.
+ */
+ public Transcripts getTranscripts(String userID) throws XMPPException {
+ return transcriptManager.getTranscripts(workgroupJID, userID);
+ }
+
+ /**
+ * Returns the full conversation transcript of a given session.
+ *
+ * @param sessionID the id of the session to get the full transcript.
+ * @return the full conversation transcript of a given session.
+ * @throws XMPPException if an error occurs while getting the information.
+ */
+ public Transcript getTranscript(String sessionID) throws XMPPException {
+ return transcriptManager.getTranscript(workgroupJID, sessionID);
+ }
+
+ /**
+ * Returns the Form to use for searching transcripts. It is unlikely that the server
+ * will change the form (without a restart) so it is safe to keep the returned form
+ * for future submissions.
+ *
+ * @return the Form to use for searching transcripts.
+ * @throws XMPPException if an error occurs while sending the request to the server.
+ */
+ public Form getTranscriptSearchForm() throws XMPPException {
+ return transcriptSearchManager.getSearchForm(StringUtils.parseServer(workgroupJID));
+ }
+
+ /**
+ * Submits the completed form and returns the result of the transcript search. The result
+ * will include all the data returned from the server so be careful with the amount of
+ * data that the search may return.
+ *
+ * @param completedForm the filled out search form.
+ * @return the result of the transcript search.
+ * @throws XMPPException if an error occurs while submiting the search to the server.
+ */
+ public ReportedData searchTranscripts(Form completedForm) throws XMPPException {
+ return transcriptSearchManager.submitSearch(StringUtils.parseServer(workgroupJID),
+ completedForm);
+ }
+
+ /**
+ * Asks the workgroup for information about the occupants of the specified room. The returned
+ * information will include the real JID of the occupants, the nickname of the user in the
+ * room as well as the date when the user joined the room.
+ *
+ * @param roomID the room to get information about its occupants.
+ * @return information about the occupants of the specified room.
+ * @throws XMPPException if an error occurs while getting information from the server.
+ */
+ public OccupantsInfo getOccupantsInfo(String roomID) throws XMPPException {
+ OccupantsInfo request = new OccupantsInfo(roomID);
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+ OccupantsInfo response = (OccupantsInfo)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response;
+ }
+
+ /**
+ * @return the fully-qualified name of the workgroup for which this session exists
+ */
+ public String getWorkgroupJID() {
+ return workgroupJID;
+ }
+
+ /**
+ * Returns the Agent associated to this session.
+ *
+ * @return the Agent associated to this session.
+ */
+ public Agent getAgent() {
+ return agent;
+ }
+
+ /**
+ * @param queueName the name of the queue
+ * @return an instance of WorkgroupQueue for the argument queue name, or null if none exists
+ */
+ public WorkgroupQueue getQueue(String queueName) {
+ return queues.get(queueName);
+ }
+
+ public Iterator<WorkgroupQueue> getQueues() {
+ return Collections.unmodifiableMap((new HashMap<String, WorkgroupQueue>(queues))).values().iterator();
+ }
+
+ public void addQueueUsersListener(QueueUsersListener listener) {
+ synchronized (queueUsersListeners) {
+ if (!queueUsersListeners.contains(listener)) {
+ queueUsersListeners.add(listener);
+ }
+ }
+ }
+
+ public void removeQueueUsersListener(QueueUsersListener listener) {
+ synchronized (queueUsersListeners) {
+ queueUsersListeners.remove(listener);
+ }
+ }
+
+ /**
+ * Adds an offer listener.
+ *
+ * @param offerListener the offer listener.
+ */
+ public void addOfferListener(OfferListener offerListener) {
+ synchronized (offerListeners) {
+ if (!offerListeners.contains(offerListener)) {
+ offerListeners.add(offerListener);
+ }
+ }
+ }
+
+ /**
+ * Removes an offer listener.
+ *
+ * @param offerListener the offer listener.
+ */
+ public void removeOfferListener(OfferListener offerListener) {
+ synchronized (offerListeners) {
+ offerListeners.remove(offerListener);
+ }
+ }
+
+ /**
+ * Adds an invitation listener.
+ *
+ * @param invitationListener the invitation listener.
+ */
+ public void addInvitationListener(WorkgroupInvitationListener invitationListener) {
+ synchronized (invitationListeners) {
+ if (!invitationListeners.contains(invitationListener)) {
+ invitationListeners.add(invitationListener);
+ }
+ }
+ }
+
+ /**
+ * Removes an invitation listener.
+ *
+ * @param invitationListener the invitation listener.
+ */
+ public void removeInvitationListener(WorkgroupInvitationListener invitationListener) {
+ synchronized (invitationListeners) {
+ invitationListeners.remove(invitationListener);
+ }
+ }
+
+ private void fireOfferRequestEvent(OfferRequestProvider.OfferRequestPacket requestPacket) {
+ Offer offer = new Offer(this.connection, this, requestPacket.getUserID(),
+ requestPacket.getUserJID(), this.getWorkgroupJID(),
+ new Date((new Date()).getTime() + (requestPacket.getTimeout() * 1000)),
+ requestPacket.getSessionID(), requestPacket.getMetaData(), requestPacket.getContent());
+
+ synchronized (offerListeners) {
+ for (OfferListener listener : offerListeners) {
+ listener.offerReceived(offer);
+ }
+ }
+ }
+
+ private void fireOfferRevokeEvent(OfferRevokeProvider.OfferRevokePacket orp) {
+ RevokedOffer revokedOffer = new RevokedOffer(orp.getUserJID(), orp.getUserID(),
+ this.getWorkgroupJID(), orp.getSessionID(), orp.getReason(), new Date());
+
+ synchronized (offerListeners) {
+ for (OfferListener listener : offerListeners) {
+ listener.offerRevoked(revokedOffer);
+ }
+ }
+ }
+
+ private void fireInvitationEvent(String groupChatJID, String sessionID, String body,
+ String from, Map<String, List<String>> metaData) {
+ WorkgroupInvitation invitation = new WorkgroupInvitation(connection.getUser(), groupChatJID,
+ workgroupJID, sessionID, body, from, metaData);
+
+ synchronized (invitationListeners) {
+ for (WorkgroupInvitationListener listener : invitationListeners) {
+ listener.invitationReceived(invitation);
+ }
+ }
+ }
+
+ private void fireQueueUsersEvent(WorkgroupQueue queue, WorkgroupQueue.Status status,
+ int averageWaitTime, Date oldestEntry, Set<QueueUser> users) {
+ synchronized (queueUsersListeners) {
+ for (QueueUsersListener listener : queueUsersListeners) {
+ if (status != null) {
+ listener.statusUpdated(queue, status);
+ }
+ if (averageWaitTime != -1) {
+ listener.averageWaitTimeUpdated(queue, averageWaitTime);
+ }
+ if (oldestEntry != null) {
+ listener.oldestEntryUpdated(queue, oldestEntry);
+ }
+ if (users != null) {
+ listener.usersUpdated(queue, users);
+ }
+ }
+ }
+ }
+
+ // PacketListener Implementation.
+
+ private void handlePacket(Packet packet) {
+ if (packet instanceof OfferRequestProvider.OfferRequestPacket) {
+ // Acknowledge the IQ set.
+ IQ reply = new IQ() {
+ public String getChildElementXML() {
+ return null;
+ }
+ };
+ reply.setPacketID(packet.getPacketID());
+ reply.setTo(packet.getFrom());
+ reply.setType(IQ.Type.RESULT);
+ connection.sendPacket(reply);
+
+ fireOfferRequestEvent((OfferRequestProvider.OfferRequestPacket)packet);
+ }
+ else if (packet instanceof Presence) {
+ Presence presence = (Presence)packet;
+
+ // The workgroup can send us a number of different presence packets. We
+ // check for different packet extensions to see what type of presence
+ // packet it is.
+
+ String queueName = StringUtils.parseResource(presence.getFrom());
+ WorkgroupQueue queue = queues.get(queueName);
+ // If there isn't already an entry for the queue, create a new one.
+ if (queue == null) {
+ queue = new WorkgroupQueue(queueName);
+ queues.put(queueName, queue);
+ }
+
+ // QueueOverview packet extensions contain basic information about a queue.
+ QueueOverview queueOverview = (QueueOverview)presence.getExtension(QueueOverview.ELEMENT_NAME, QueueOverview.NAMESPACE);
+ if (queueOverview != null) {
+ if (queueOverview.getStatus() == null) {
+ queue.setStatus(WorkgroupQueue.Status.CLOSED);
+ }
+ else {
+ queue.setStatus(queueOverview.getStatus());
+ }
+ queue.setAverageWaitTime(queueOverview.getAverageWaitTime());
+ queue.setOldestEntry(queueOverview.getOldestEntry());
+ // Fire event.
+ fireQueueUsersEvent(queue, queueOverview.getStatus(),
+ queueOverview.getAverageWaitTime(), queueOverview.getOldestEntry(),
+ null);
+ return;
+ }
+
+ // QueueDetails packet extensions contain information about the users in
+ // a queue.
+ QueueDetails queueDetails = (QueueDetails)packet.getExtension(QueueDetails.ELEMENT_NAME, QueueDetails.NAMESPACE);
+ if (queueDetails != null) {
+ queue.setUsers(queueDetails.getUsers());
+ // Fire event.
+ fireQueueUsersEvent(queue, null, -1, null, queueDetails.getUsers());
+ return;
+ }
+
+ // Notify agent packets gives an overview of agent activity in a queue.
+ DefaultPacketExtension notifyAgents = (DefaultPacketExtension)presence.getExtension("notify-agents", "http://jabber.org/protocol/workgroup");
+ if (notifyAgents != null) {
+ int currentChats = Integer.parseInt(notifyAgents.getValue("current-chats"));
+ int maxChats = Integer.parseInt(notifyAgents.getValue("max-chats"));
+ queue.setCurrentChats(currentChats);
+ queue.setMaxChats(maxChats);
+ // Fire event.
+ // TODO: might need another event for current chats and max chats of queue
+ return;
+ }
+ }
+ else if (packet instanceof Message) {
+ Message message = (Message)packet;
+
+ // Check if a room invitation was sent and if the sender is the workgroup
+ MUCUser mucUser = (MUCUser)message.getExtension("x",
+ "http://jabber.org/protocol/muc#user");
+ MUCUser.Invite invite = mucUser != null ? mucUser.getInvite() : null;
+ if (invite != null && workgroupJID.equals(invite.getFrom())) {
+ String sessionID = null;
+ Map<String, List<String>> metaData = null;
+
+ SessionID sessionIDExt = (SessionID)message.getExtension(SessionID.ELEMENT_NAME,
+ SessionID.NAMESPACE);
+ if (sessionIDExt != null) {
+ sessionID = sessionIDExt.getSessionID();
+ }
+
+ MetaData metaDataExt = (MetaData)message.getExtension(MetaData.ELEMENT_NAME,
+ MetaData.NAMESPACE);
+ if (metaDataExt != null) {
+ metaData = metaDataExt.getMetaData();
+ }
+
+ this.fireInvitationEvent(message.getFrom(), sessionID, message.getBody(),
+ message.getFrom(), metaData);
+ }
+ }
+ else if (packet instanceof OfferRevokeProvider.OfferRevokePacket) {
+ // Acknowledge the IQ set.
+ IQ reply = new IQ() {
+ public String getChildElementXML() {
+ return null;
+ }
+ };
+ reply.setPacketID(packet.getPacketID());
+ reply.setType(IQ.Type.RESULT);
+ connection.sendPacket(reply);
+
+ fireOfferRevokeEvent((OfferRevokeProvider.OfferRevokePacket)packet);
+ }
+ }
+
+ /**
+ * Creates a ChatNote that will be mapped to the given chat session.
+ *
+ * @param sessionID the session id of a Chat Session.
+ * @param note the chat note to add.
+ * @throws XMPPException is thrown if an error occurs while adding the note.
+ */
+ public void setNote(String sessionID, String note) throws XMPPException {
+ note = ChatNotes.replace(note, "\n", "\\n");
+ note = StringUtils.escapeForXML(note);
+
+ ChatNotes notes = new ChatNotes();
+ notes.setType(IQ.Type.SET);
+ notes.setTo(workgroupJID);
+ notes.setSessionID(sessionID);
+ notes.setNotes(note);
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(notes.getPacketID()));
+ // Send the request
+ connection.sendPacket(notes);
+
+ IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server on status set.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ }
+
+ /**
+ * Retrieves the ChatNote associated with a given chat session.
+ *
+ * @param sessionID the sessionID of the chat session.
+ * @return the <code>ChatNote</code> associated with a given chat session.
+ * @throws XMPPException if an error occurs while retrieving the ChatNote.
+ */
+ public ChatNotes getNote(String sessionID) throws XMPPException {
+ ChatNotes request = new ChatNotes();
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+ request.setSessionID(sessionID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+ ChatNotes response = (ChatNotes)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response;
+
+ }
+
+ /**
+ * Retrieves the AgentChatHistory associated with a particular agent jid.
+ *
+ * @param jid the jid of the agent.
+ * @param maxSessions the max number of sessions to retrieve.
+ * @param startDate the starting date of sessions to retrieve.
+ * @return the chat history associated with a given jid.
+ * @throws XMPPException if an error occurs while retrieving the AgentChatHistory.
+ */
+ public AgentChatHistory getAgentHistory(String jid, int maxSessions, Date startDate) throws XMPPException {
+ AgentChatHistory request;
+ if (startDate != null) {
+ request = new AgentChatHistory(jid, maxSessions, startDate);
+ }
+ else {
+ request = new AgentChatHistory(jid, maxSessions);
+ }
+
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+ AgentChatHistory response = (AgentChatHistory)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response;
+ }
+
+ /**
+ * Asks the workgroup for it's Search Settings.
+ *
+ * @return SearchSettings the search settings for this workgroup.
+ * @throws XMPPException if an error occurs while getting information from the server.
+ */
+ public SearchSettings getSearchSettings() throws XMPPException {
+ SearchSettings request = new SearchSettings();
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+
+ SearchSettings response = (SearchSettings)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response;
+ }
+
+ /**
+ * Asks the workgroup for it's Global Macros.
+ *
+ * @param global true to retrieve global macros, otherwise false for personal macros.
+ * @return MacroGroup the root macro group.
+ * @throws XMPPException if an error occurs while getting information from the server.
+ */
+ public MacroGroup getMacros(boolean global) throws XMPPException {
+ Macros request = new Macros();
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+ request.setPersonal(!global);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+
+ Macros response = (Macros)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response.getRootGroup();
+ }
+
+ /**
+ * Persists the Personal Macro for an agent.
+ *
+ * @param group the macro group to save.
+ * @throws XMPPException if an error occurs while getting information from the server.
+ */
+ public void saveMacros(MacroGroup group) throws XMPPException {
+ Macros request = new Macros();
+ request.setType(IQ.Type.SET);
+ request.setTo(workgroupJID);
+ request.setPersonal(true);
+ request.setPersonalMacroGroup(group);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+
+ IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server on status set.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ }
+
+ /**
+ * Query for metadata associated with a session id.
+ *
+ * @param sessionID the sessionID to query for.
+ * @return Map a map of all metadata associated with the sessionID.
+ * @throws XMPPException if an error occurs while getting information from the server.
+ */
+ public Map<String, List<String>> getChatMetadata(String sessionID) throws XMPPException {
+ ChatMetadata request = new ChatMetadata();
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+ request.setSessionID(sessionID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+
+ ChatMetadata response = (ChatMetadata)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response.getMetadata();
+ }
+
+ /**
+ * Invites a user or agent to an existing session support. The provided invitee's JID can be of
+ * a user, an agent, a queue or a workgroup. In the case of a queue or a workgroup the workgroup service
+ * will decide the best agent to receive the invitation.<p>
+ *
+ * This method will return either when the service returned an ACK of the request or if an error occured
+ * while requesting the invitation. After sending the ACK the service will send the invitation to the target
+ * entity. When dealing with agents the common sequence of offer-response will be followed. However, when
+ * sending an invitation to a user a standard MUC invitation will be sent.<p>
+ *
+ * The agent or user that accepted the offer <b>MUST</b> join the room. Failing to do so will make
+ * the invitation to fail. The inviter will eventually receive a message error indicating that the invitee
+ * accepted the offer but failed to join the room.
+ *
+ * Different situations may lead to a failed invitation. Possible cases are: 1) all agents rejected the
+ * offer and ther are no agents available, 2) the agent that accepted the offer failed to join the room or
+ * 2) the user that received the MUC invitation never replied or joined the room. In any of these cases
+ * (or other failing cases) the inviter will get an error message with the failed notification.
+ *
+ * @param type type of entity that will get the invitation.
+ * @param invitee JID of entity that will get the invitation.
+ * @param sessionID ID of the support session that the invitee is being invited.
+ * @param reason the reason of the invitation.
+ * @throws XMPPException if the sender of the invitation is not an agent or the service failed to process
+ * the request.
+ */
+ public void sendRoomInvitation(RoomInvitation.Type type, String invitee, String sessionID, String reason)
+ throws XMPPException {
+ final RoomInvitation invitation = new RoomInvitation(type, invitee, sessionID, reason);
+ IQ iq = new IQ() {
+
+ public String getChildElementXML() {
+ return invitation.toXML();
+ }
+ };
+ iq.setType(IQ.Type.SET);
+ iq.setTo(workgroupJID);
+ iq.setFrom(connection.getUser());
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(iq.getPacketID()));
+ connection.sendPacket(iq);
+
+ IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ }
+
+ /**
+ * Transfer an existing session support to another user or agent. The provided invitee's JID can be of
+ * a user, an agent, a queue or a workgroup. In the case of a queue or a workgroup the workgroup service
+ * will decide the best agent to receive the invitation.<p>
+ *
+ * This method will return either when the service returned an ACK of the request or if an error occured
+ * while requesting the transfer. After sending the ACK the service will send the invitation to the target
+ * entity. When dealing with agents the common sequence of offer-response will be followed. However, when
+ * sending an invitation to a user a standard MUC invitation will be sent.<p>
+ *
+ * Once the invitee joins the support room the workgroup service will kick the inviter from the room.<p>
+ *
+ * Different situations may lead to a failed transfers. Possible cases are: 1) all agents rejected the
+ * offer and there are no agents available, 2) the agent that accepted the offer failed to join the room
+ * or 2) the user that received the MUC invitation never replied or joined the room. In any of these cases
+ * (or other failing cases) the inviter will get an error message with the failed notification.
+ *
+ * @param type type of entity that will get the invitation.
+ * @param invitee JID of entity that will get the invitation.
+ * @param sessionID ID of the support session that the invitee is being invited.
+ * @param reason the reason of the invitation.
+ * @throws XMPPException if the sender of the invitation is not an agent or the service failed to process
+ * the request.
+ */
+ public void sendRoomTransfer(RoomTransfer.Type type, String invitee, String sessionID, String reason)
+ throws XMPPException {
+ final RoomTransfer transfer = new RoomTransfer(type, invitee, sessionID, reason);
+ IQ iq = new IQ() {
+
+ public String getChildElementXML() {
+ return transfer.toXML();
+ }
+ };
+ iq.setType(IQ.Type.SET);
+ iq.setTo(workgroupJID);
+ iq.setFrom(connection.getUser());
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(iq.getPacketID()));
+ connection.sendPacket(iq);
+
+ IQ response = (IQ)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ }
+
+ /**
+ * Returns the generic metadata of the workgroup the agent belongs to.
+ *
+ * @param con the Connection to use.
+ * @param query an optional query object used to tell the server what metadata to retrieve. This can be null.
+ * @throws XMPPException if an error occurs while sending the request to the server.
+ * @return the settings for the workgroup.
+ */
+ public GenericSettings getGenericSettings(Connection con, String query) throws XMPPException {
+ GenericSettings setting = new GenericSettings();
+ setting.setType(IQ.Type.GET);
+ setting.setTo(workgroupJID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(setting.getPacketID()));
+ connection.sendPacket(setting);
+
+ GenericSettings response = (GenericSettings)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server on status set.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response;
+ }
+
+ public boolean hasMonitorPrivileges(Connection con) throws XMPPException {
+ MonitorPacket request = new MonitorPacket();
+ request.setType(IQ.Type.GET);
+ request.setTo(workgroupJID);
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+ MonitorPacket response = (MonitorPacket)collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server on status set.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ return response.isMonitor();
+
+ }
+
+ public void makeRoomOwner(Connection con, String sessionID) throws XMPPException {
+ MonitorPacket request = new MonitorPacket();
+ request.setType(IQ.Type.SET);
+ request.setTo(workgroupJID);
+ request.setSessionID(sessionID);
+
+
+ PacketCollector collector = connection.createPacketCollector(new PacketIDFilter(request.getPacketID()));
+ connection.sendPacket(request);
+
+ Packet response = collector.nextResult(SmackConfiguration.getPacketReplyTimeout());
+
+ // Cancel the collector.
+ collector.cancel();
+ if (response == null) {
+ throw new XMPPException("No response from server on status set.");
+ }
+ if (response.getError() != null) {
+ throw new XMPPException(response.getError());
+ }
+ }
+}
\ No newline at end of file |