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cf-agent-library.js
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cf-agent-library.js
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/* eslint-disable */
/*! cf-agent-library - v2.0.0 - 2017-12-05 - Connect First */
/**
* @fileOverview Exposed functionality for Connect First AgentUI.
* @author <a href="mailto:dlbooks@connectfirst.com">Danielle Lamb-Books </a>
* @version 0.0.1
* @namespace AgentLibrary
*/
(function (global) {
var AddSessionNotification = function () { };
/*
* This class is responsible for handling "ADD-SESSION" packets from IntelliQueue. This is used by
* the CallControlForm. Then it will increment the total_calls count.
*
* {
* "ui_notification": {
* "@message_id": "IQ982008082918151403727",
* "@response_to": "",
* "@type": "ADD-SESSION",
* "session_id": { "#text": "2" },
* "uii": { "#text": "200808291814560000000900016558" },
* "phone": { "#text": "200808291814370000000900016555" },
* "session_type": { "#text": "AGENT" },
* "session_label": { "#text": "Primary Agents Call Session" },
* "allow_control": { "#text": "TRUE" },
* "monitoring": { "#text": "FALSE" },
* "agent_id": { "#text": "1856" }
* }
* }
*/
AddSessionNotification.prototype.processResponse = function (notification) {
var formattedResponse = utils.buildDefaultResponse(notification);
var model = UIModel.getInstance();
var notif = notification.ui_notification;
var sessionAgentId = utils.getText(notif, 'agent_id');
if (utils.getText(notif, 'session_type') === 'AGENT') {
model.incrementTotalCalls();
}
if (sessionAgentId === model.agentSettings.agentId) {
// add the session_id of this leg to the current call packet -
// this way we can use it for hangups later.
model.currentCall.sessionId = utils.getText(notif, 'session_id');
} else if (sessionAgentId != '') {
// this is a monitoring session, lets save the monitored agent id for barge-ins
model.currentCall.monitorAgentId = sessionAgentId;
}
// Check to see if we have a transfer leg here, if so, register it
if (
utils.getText(notif, 'session_type') === 'OUTBOUND' &&
sessionAgentId === '' &&
utils.getText(notif, 'allow_control') === true
) {
model.transferSessions[utils.getText(notif, 'session_id')] = {
sessionId: utils.getText(notif, 'session_id'),
destination: utils.getText(notif, 'phone'),
uii: utils.getText(notif, 'uii'),
};
}
// if agent session, set on call status
if (notif.session_id === '2') {
model.agentSettings.onCall = true;
}
formattedResponse.status = 'OK';
formattedResponse.message = 'Received ADD-SESSION notification';
formattedResponse.sessionId = utils.getText(notif, 'session_id');
formattedResponse.uii = utils.getText(notif, 'uii');
formattedResponse.phone = utils.getText(notif, 'phone');
formattedResponse.sessionType = utils.getText(notif, 'session_type');
formattedResponse.sessionLabel = utils.getText(notif, 'session_label');
formattedResponse.allowControl = utils.getText(notif, 'allow_control');
formattedResponse.monitoring = utils.getText(notif, 'monitoring');
formattedResponse.agentId = utils.getText(notif, 'agent_id');
formattedResponse.transferSessions = model.transferSessions;
return formattedResponse;
};
var DialGroupChangeNotification = function () { };
/*
* This class is responsible for handling a DIAL_GROUP_CHANGE notification.
* This event is sent from IQ when an agent's dial group is changed in through the AdminUI.
*
* {
* "ui_notification": {
* "@message_id": "IQ10012016080413085500263",
* "@type": "DIAL_GROUP_CHANGE",
* "agent_id": { "#text": "1180958" },
* "dial_group_id": { "#text": "50354" },
* "dialGroupName": { "#text": "Preview Dial Mode" },
* "dial_group_desc": {}
* }
* }
*/
DialGroupChangeNotification.prototype.processResponse = function (
notification,
) {
//Modify configRequest with new DialGroupId
var model = UIModel.getInstance();
var notif = notification.ui_notification;
var origLoginType = model.configRequest.loginType;
var newDgId = utils.getText(notif, 'dial_group_id');
model.dialGroupChangeNotification = notification;
// Calculate type of login - called from AdminUI when assigning agent to new dial group.
// Only options should be BLENDED or OUTBOUND here.
if (
newDgId &&
newDgId !== '' &&
(origLoginType === 'INBOUND' || origLoginType === 'BLENDED')
) {
model.configRequest.loginType = 'BLENDED';
} else if (newDgId && newDgId !== '') {
model.configRequest.loginType = 'OUTBOUND';
} else if (origLoginType === 'INBOUND') {
model.configRequest.loginType = 'INBOUND';
} else {
model.configRequest.loginType = 'NO-SELECTION';
}
UIModel.getInstance().configRequest.dialGroupId = newDgId;
var formattedResponse = {
message: 'Dial Group Updated Successfully.',
detail: 'Dial Group changed to [' + newDgId + '].',
dialGroupId: utils.getText(notif, 'dial_group_id'),
dialGroupName: utils.getText(notif, 'dialGroupName'), // camel case from server for some reason :/
dialGroupDesc: utils.getText(notif, 'dial_group_desc'),
agentId: utils.getText(notif, 'agent_id'),
};
return formattedResponse;
};
var DialGroupChangePendingNotification = function () { };
/*
* This class is responsible for handling a DIAL_GROUP_CHANGE_PENDING notification.
* This event is sent from IQ when an agent's dial group is changed and the agent is on a call.
*
* {
* "ui_notification": {
* "@message_id": "IQ10012016080515294800318",
* "@type": "DIAL_GROUP_CHANGE_PENDING",
* "agent_id": { "#text": "1180958" },
* "dial_group_id": { "#text": "50354" },
* "update_from_adminui": { "#text": "TRUE" }
* }
* }
*/
DialGroupChangePendingNotification.prototype.processResponse = function (
notification,
) {
var model = UIModel.getInstance();
var notif = notification.ui_notification;
model.agentSettings.pendingDialGroupChange = parseInt(
utils.getText(notif, 'dial_group_id'),
10,
);
// check if request originated with AdminUI
if (notif.update_from_adminui) {
model.agentSettings.updateDGFromAdminUI =
utils.getText(notif, 'update_from_adminui') === true;
} else {
model.agentSettings.updateDGFromAdminUI = false;
}
var formattedResponse = {
message: 'Dial Group Change Pending notification received.',
detail:
'DialGroup switch for existing session pending until active call ends.',
agentId: utils.getText(notif, 'agent_id'),
dialGroupId: utils.getText(notif, 'dial_group_id'),
updateFromAdminUI: utils.getText(notif, 'update_from_adminui'),
};
return formattedResponse;
};
var DropSessionNotification = function () { };
/*
* This class handles the DROP-SESSION packet from IQ. It doesn't really do anything
* besides format a response for the callback notification since there isn't any action needed.
*
* {
* "ui_notification": {
* "@message_id":"IQ10012016081613222800341",
* "@response_to":"",
* "@type":"DROP-SESSION",
* "session_id":{"#text":"3"},
* "uii":{"#text":"201608161322180139000000000124"}
* }
* }
*/
DropSessionNotification.prototype.processResponse = function (notification) {
var formattedResponse = utils.buildDefaultResponse(notification);
var notif = notification.ui_notification;
var sessionId = utils.getText(notif, 'session_id');
var transfer = UIModel.getInstance().transferSessions[sessionId];
// Check to see if we just disconnected a transfer session
// If so, we need to remove the session from our map
if (transfer) {
utils.logMessage(
LOG_LEVELS.DEBUG,
'Transfer to ' + transfer.destination + ' has terminated',
'',
);
delete UIModel.getInstance().transferSessions[sessionId];
formattedResponse.transferEnd = transfer;
}
formattedResponse.message = 'Received DROP-SESSION Notification';
formattedResponse.status = 'OK';
formattedResponse.sessionId = utils.getText(notif, 'session_id');
formattedResponse.uii = utils.getText(notif, 'uii');
return formattedResponse;
};
var EarlyUiiNotification = function () { };
/*
* This class is responsible for handling "EARLY_UII" packets from IntelliQueue.
* For manual outdials, this gives the uii to cancel a ringing line.
*
* {
* "ui_notification":{
* "@message_id":"IQ10012016081611595000289",
* "@type":"EARLY_UII",
* "agent_id":{"#text":"1180958"},
* "uii":{"#text":"201608161200240139000000000120"}
* }
* }
*/
EarlyUiiNotification.prototype.processResponse = function (notification) {
var formattedResponse = utils.buildDefaultResponse(notification);
var notif = notification.ui_notification;
formattedResponse.message = 'Received EARLY_UII notification';
formattedResponse.status = 'OK';
formattedResponse.agentId = utils.getText(notif, 'agent_id');
formattedResponse.uii = utils.getText(notif, 'uii');
return formattedResponse;
};
var EndCallNotification = function (libInstance) {
this.libInstance = libInstance;
};
/*
* This class is responsible for handling an END-CALL notification.
* Save the packet in the UIModel by appending it to the currentCall packet.
* Update the CallState field in the UIModel to "CALL-ENDED"
*
* {
* "ui_notification":{
* "@message_id":"IQ982008082910362203349",
* "@response_to":"",
* "@type":"END-CALL",
* "agent_id":{"#text":"1856"},
* "uii":{"#text":"200808291035510000000900029412"},
* "session_id":{"#text":"2"},
* "call_dts":{"#text":"2008-08-29 10:36:04"},
* "call_duration":{"#text":"16"},
* "term_party":{"#text":"CALLER"},
* "term_reason":{},
* "recording_url":{},
* "disposition_timeout:{"#text":"60"}
* }
* }
*/
EndCallNotification.prototype.processResponse = function (notification) {
var model = UIModel.getInstance();
var notif = notification.ui_notification;
model.endCallNotification = notification;
// add callDuration, termParty, and termReason to the current call packet
model.currentCall.duration = utils.getText(notif, 'call_duration');
model.currentCall.termParty = utils.getText(notif, 'term_party');
model.currentCall.termReason = utils.getText(notif, 'term_reason');
// set call state to "CALL-ENDED"
model.agentSettings.callState = 'CALL-ENDED';
model.agentSettings.onCall = false;
model.agentSettings.onManualOutdial = false;
// Clear out any transfer sessions from the previous call
model.transferSessions = {};
// Check if there is a pending dial group change
if (
model.agentSettings.pendingDialGroupChange > 0 ||
model.agentSettings.pendingDialGroupChange == -1
) {
// update dial group id
model.configRequest.dialGroupId =
model.agentSettings.pendingDialGroupChange;
// send login update request
this.libInstance.configureAgent(
model.configRequest.queueIds,
model.configRequest.chatIds,
model.configRequest.skillProfileId,
model.configRequest.dialGroupId,
model.configRequest.dialDest,
model.agentSettings.updateDGFromAdminUI,
);
// reset pending dial group variables
model.agentSettings.pendingDialGroupChange = 0;
model.agentSettings.updateDGFromAdminUI = false;
}
var formattedResponse = {
message: 'End Call Notification Received.',
detail: '',
uii: utils.getText(notif, 'uii'),
sessionId: utils.getText(notif, 'session_id'),
agentId: utils.getText(notif, 'agent_id'),
callDts: utils.getText(notif, 'call_dts'),
duration: model.currentCall.duration,
termParty: model.currentCall.termParty,
termReason: model.currentCall.termReason,
recordingUrl: utils.getText(notif, 'recording_url'),
dispositionTimeout: utils.getText(notif, 'disposition_timeout'),
};
return formattedResponse;
};
var GatesChangeNotification = function () { };
/*
* This class is responsible for handling a gates change notification
*
* {
* "ui_notification":{
* "@message_id":"IQ10012016080817344100936",
* "@type":"GATES_CHANGE",
* "agent_id":{"#text":"1180958"},
* "gate_ids":{"#text":"11117,3"}
* }
* }
*/
GatesChangeNotification.prototype.processResponse = function (notification) {
var model = UIModel.getInstance();
var notif = notification.ui_notification;
var newAssignedGates = [];
var availableQueues = model.inboundSettings.availableQueues;
var assignedGateIds = utils.getText(notif, 'gate_ids');
if (assignedGateIds !== '') {
assignedGateIds = assignedGateIds.split(',');
}
for (var a = 0; a < assignedGateIds.length; a++) {
// find gate in avail list
var id = assignedGateIds[a];
var foundGate = utils.findObjById(availableQueues, id, 'gateId');
if (foundGate) {
newAssignedGates.push(foundGate);
} else {
// gate not in assigned list, add stub
var gate = {
gateId: id,
gateName: '',
gateDesc: '',
defaultDestOverride: '',
isAgentSelectable: false,
};
newAssignedGates.push(gate);
}
}
model.inboundSettings.queues = JSON.parse(JSON.stringify(newAssignedGates));
var formattedResponse = {
agentId: utils.getText(notif, 'agent_id'),
message: 'Gates Change notification received.',
queues: newAssignedGates,
};
return formattedResponse;
};
var GenericNotification = function () { };
/*
* This class is responsible for handling a generic notification
*
* {
* "ui_notification":{
* "@message_id":"IQ10012016080317400400011",
* "@response_to":"1c2fe39f-a31e-aff8-8d23-92a61c88270f",
* "@type":"GENERIC",
* "message_code":{"#text":"0"},
* "message":{"#text":"OK"},
* "detail":{"#text":"Pending Callback Successfully Cancelled."}
* }
* }
*/
GenericNotification.prototype.processResponse = function (notification) {
var formattedResponse = utils.buildDefaultResponse(notification);
// add message and detail if present
formattedResponse.messageCode = utils.getText(
notification.ui_notification,
'message_code',
);
return formattedResponse;
};
var NewCallNotification = function () { };
/*
* This class processes a "NEW-CALL" packet received from Intelliqueue. It will determine
* if the call is a regular or monitoring call:
* @Monitoring==true: set state to ACTIVE-MONITORING, send NewMonitoringCall event
* @Monitoring==false: set state to ACTIVE, send newcall packet and increment total calls
*
* {"ui_notification":{
* "@message_id":"IQ982010020911335300027",
* "@response_to":"",
* "@type":"NEW-CALL",
* "uii":{"#text":"201002091133350139990000000010"},
* "ani":{"#text":"9548298548"},
* "dnis":{},
* "dial_dest":{"#text":"sip:+16789050673@sip.connectfirst.com"},
* "call_type":{"#text":"OUTBOUND"},
* "queue_dts":{"#text":"2010-02-09 11:33:53"},
* "queue_time":{"#text":"-1"},
* "agent_id":{"#text":"657"},
* "app_url":{},
* "is_monitoring":{"#text":"FALSE"},
* "script_id":{},
* "script_version":{},
* "survey_id":{},
* "survey_pop_type":{"#text":"SUPPRESS"},
* "message":{},
* "agent_recording":{"@default":"ON","@pause":"10","#text":"TRUE"},
* "gate":{
* "@number":"17038",
* "name":{"#text":"AM Campaign"},
* "description":{}
* },
* "outdial_dispositions":{
* "@type":"CAMPAIGN|GATE",
* "disposition":[
* { "@contact_forwarding":"FALSE", "@disposition_id":"20556", "#text":"Not Available"},
* { "@contact_forwarding":"FALSE", "@disposition_id":"20559", "#text":"Transfer Not Available"}
* ]
* },
* "requeue_shortcuts":{
* "requeue_shortcut":[
* { "@gate_id":"2", "@name":"test queue" "@skill_id":""}
* ]
* },
* "baggage":{
* "@allow_updates":"TRUE",
* "@show_lead_passes":"TRUE",
* "@show_list_name":"TRUE",
* "aux_phone":{},
* "aux_greeting":{},
* "aux_external_url":{},
* "aux_data1":{"#text":"BMAK"},
* "aux_data2":{"#text":"BMAK-041653-934"},
* "aux_data3":{"#text":"Call Ctr 1"},
* "aux_data4":{},
* "aux_data5":{},
* "extern_id":{"#text":"9548298548"},
* "lead_id":{"#text":"64306"},
* "lead_passes":{"#text":"1"},
* "first_name":{"#text":"Ryant"},
* "last_name":{"#text":"Taylor"},
* "mid_name":{},
* "address1":{"#text":"8010 Maryland Ave"},
* "address2":{},
* "city":{"#text":"Cleveland"},
* "state":{"#text":"OH"},
* "zip":{"#text":"44105"},
* "custom_labels":{
* "aux_1_label":{},
* "aux_2_label":{},
* "aux_3_label":{},
* "aux_4_label":{},
* "aux_5_label":{}
* }
* },
* "survey_response":{
* "@response_id":"24",
* "@survey_id":"1775",
* "details":{
* "detail":[
* {"@element_id":"9001","@option_id":"0","#text":"Box 1"},
* {"@element_id":"9002","@option_id":"0","#text":"Area 1"},
* {"@element_id":"9003","@option_id":"6439"},
* {"@element_id":"9004","@option_id":"6443"},
* {"@element_id":"9004","@option_id":"6444"},
* {"@element_id":"9005","@option_id":"6447"},
* {"@element_id":"9006","@option_id":"0","#text":"11/20/2013"},
* {"@element_id":"9015","@option_id":"0","#text":"Box 2"},
* {"@element_id":"9016","@option_id":"0","#text":"Area 2"},
* {"@element_id":"9017","@option_id":"6466"},
* {"@element_id":"9018","@option_id":"6471"},
* {"@element_id":"9018","@option_id":"6472"},
* {"@element_id":"9019","@option_id":"6477"},
* {"@element_id":"9020","@option_id":"0","#text":"11/21/2013"}
* ]
* }
* }
* }
* }
*/
NewCallNotification.prototype.processResponse = function (notification) {
var model = UIModel.getInstance();
var notif = notification.ui_notification;
// set up new call obj
var newCall = {
uii: utils.getText(notif, 'uii'),
agentId: utils.getText(notif, 'agent_id'),
dialDest: utils.getText(notif, 'dial_dest'),
queueDts: utils.getText(notif, 'queue_dts'),
queueTime: utils.getText(notif, 'queue_time'),
ani: utils.getText(notif, 'ani'),
dnis: utils.getText(notif, 'dnis'),
callType: utils.getText(notif, 'call_type'),
appUrl: utils.getText(notif, 'app_url'),
isMonitoring: utils.getText(notif, 'is_monitoring'),
allowHold: utils.getText(notif, 'allow_hold'),
allowTransfer: utils.getText(notif, 'allow_transfer'),
allowHangup: utils.getText(notif, 'allow_hangup'),
allowRequeue: utils.getText(notif, 'allow_requeue'),
allowEndCallForEveryone: utils.getText(notif, 'allow_endcallforeveryone'),
scriptId: utils.getText(notif, 'script_id'),
scriptVersion: utils.getText(notif, 'script_version'),
surveyId: utils.getText(notif, 'survey_id'),
surveyPopType: utils.getText(notif, 'survey_pop_type'),
requeueType: utils.getText(notif, 'requeue_type'),
};
// set collection values
newCall.queue = utils.processResponseCollection(
notification,
'ui_notification',
'gate',
)[0];
newCall.agentRecording = utils.processResponseCollection(
notification,
'ui_notification',
'agent_recording',
'agentRecording',
)[0];
newCall.outdialDispositions = utils.processResponseCollection(
notification,
'ui_notification',
'outdial_dispositions',
'disposition',
)[0];
newCall.requeueShortcuts = utils.processResponseCollection(
notification,
'ui_notification',
'requeue_shortcuts',
'requeueShortcut',
)[0];
newCall.baggage = utils.processResponseCollection(
notification,
'ui_notification',
'baggage',
)[0];
newCall.surveyResponse = utils.processResponseCollection(
notification,
'ui_notification',
'survey_response',
'detail',
)[0];
newCall.scriptResponse = {};
newCall.transferPhoneBook = utils.processResponseCollection(
notification,
'ui_notification',
'transfer_phone_book',
)[0];
// set saved script response if present
try {
var savedModel = JSON.parse(notif.script_result['#text']).model;
var results = {};
var keys = Object.keys(savedModel);
for (var idx = 0; idx < keys.length; idx++) {
var key = keys[idx];
var value = savedModel[key].value;
results[key] = value;
}
newCall.scriptResponse = results;
} catch (err) { }
// fix phonebook format
if (newCall.transferPhoneBook && newCall.transferPhoneBook.entrys) {
newCall.transferPhoneBook = newCall.transferPhoneBook.entrys;
}
// fix requeue shortcuts
if (newCall.requeueShortcuts && newCall.requeueShortcuts.requeueShortcuts) {
newCall.requeueShortcuts = newCall.requeueShortcuts.requeueShortcuts;
}
// if only one disposition, convert to array
if (
newCall.outdialDispositions &&
newCall.outdialDispositions.disposition
) {
newCall.outdialDispositions.dispositions = [newCall.outdialDispositions];
}
// convert numbers to boolean where applicable
newCall.queue.isCampaign = newCall.queue.isCampaign === '1';
if (
newCall.outdialDispositions &&
newCall.outdialDispositions.dispositions
) {
for (
var d = 0;
d < newCall.outdialDispositions.dispositions.length;
d++
) {
var disp = newCall.outdialDispositions.dispositions[d];
disp.isComplete = disp.isComplete === '1';
disp.requireNote = disp.requireNote === '1';
disp.saveSurvey = disp.saveSurvey === '1';
disp.xfer = disp.xfer === '1';
}
}
// Build token map
model.callTokens = buildCallTokenMap(notif, newCall);
newCall.baggage = model.callTokens; // add all tokens to baggage
// Is Monitoring Call?
if (newCall.isMonitoring) {
model.agentSettings.callState = 'ACTIVE-MONITORING';
} else {
model.agentSettings.callState = 'ACTIVE';
// check for preloaded transfer number
if (newCall.baggage && newCall.baggage.auxPhone != '') {
model.transferNumber = newCall.baggage.auxPhone;
}
}
// Reset the current call counter for Agent Daily Stats
model.agentDailyStats.currCallTime = 0;
// todo handle scripting??
model.currentCall = newCall;
// start ping call interval timer, sends message every 30 seconds
// if this is not a manual outdial and we are not suppressing disposition pop
if (
newCall.outdialDispositions &&
newCall.outdialDispositions.dispositions &&
newCall.outdialDispositions.dispositions.length > 0 &&
newCall.surveyPopType !== 'SUPPRESS'
) {
UIModel.getInstance().pingIntervalId = setInterval(
utils.sendPingCallMessage,
30000,
);
}
return newCall;
};
function buildCallTokenMap(notif, newCall) {
var model = UIModel.getInstance();
var tokens = newCall.baggage || {}; // seed with baggage values
if (notif.baggage && notif.baggage.generic_key_value_pairs) {
var keyValuePairs = [];
var keyValuePairsStr = utils.getText(
notif.baggage,
'generic_key_value_pairs',
);
if (keyValuePairsStr.length > 0) {
keyValuePairs = utils.parseKeyValuePairsFromString(
keyValuePairsStr,
'|',
'::',
);
}
for (var keyValue in keyValuePairs) {
tokens[keyValue] = keyValuePairs[keyValue];
}
}
tokens['ani'] = newCall.ani;
tokens['dnis'] = newCall.dnis;
tokens['uii'] = newCall.uii;
try {
if (newCall.queue.number) {
tokens['sourceId'] = newCall.number || '';
tokens['sourceName'] = newCall.name || '';
tokens['sourceDesc'] = newCall.description || '';
if (newCall.queue.isCampaign === '0') {
tokens['sourceType'] = 'INBOUND';
} else {
tokens['sourceType'] = 'OUTBOUND';
}
} else {
tokens['sourceId'] = '0';
tokens['sourceType'] = 'MANUAL';
tokens['sourceName'] = '';
tokens['sourceDesc'] = '';
}
} catch (any) {
console.error('There was an error processing source tokenization', +any);
}
try {
tokens['agentFirstName'] = model.agentSettings.firstName;
tokens['agentLastName'] = model.agentSettings.lastName;
tokens['agentExternalId'] = model.agentSettings.externalAgentId;
tokens['agentType'] = model.agentSettings.agentType;
tokens['agentEmail'] = model.agentSettings.email;
tokens['agentUserName'] = model.agentSettings.username;
} catch (any) {
console.error('There was an error parsing tokens for agent info. ', any);
}
return tokens;
}
function isCampaign(gate) {
if (gate && gate.isCampaign) {
return gate.isCampaign === '1' || gate.isCampaign === true;
}
return false;
}
var PendingDispNotification = function () { };
/*
* This class is responsible for handling a generic notification
*
* {
* "ui_notification":{
* "@message_id":"IQ10012016080317400400011",
* "@type":"PENDING_DISP",
* "agent_id":{"#text":"3"},
* "status":{"#text":"false"}
* }
* }
*/
PendingDispNotification.prototype.processResponse = function (notification) {
var formattedResponse = {};
formattedResponse.agentId = utils.getText(
notification.ui_notification,
'agent_id',
);
formattedResponse.status = utils.getText(
notification.ui_notification,
'status',
);
return formattedResponse;
};
var PreviewLeadStateNotification = function () { };
/*
* This class is responsible for processing the lead state packet
* received from intelliqueue. It will decide what type of leads are
* being processed, and depending on if the callback is true or false, it will
* call the appropriate form to update the lead state.
*
* {
* "ui_notification":{
* "@type":"PREVIEW-LEAD-STATE",
* "@call_type":"MANUAL|PREVIEW",
* "@message_id":"IQ10012016092715393600184",
* "request_id":{"#text":"IQ10012016092715390900179"},
* "lead_state":{"#text":"ANSWER"},
* "callback":{"#text":"FALSE"}
* }
* }
* }
*/
PreviewLeadStateNotification.prototype.processResponse = function (
notification,
) {
var notif = notification.ui_notification;
UIModel.getInstance().agentSettings.onManualOutdial = true;
var response = {
callType: notif['@call_type'],
messageId: notif['@message_id'],
requestId: utils.getText(notif, 'request_id'),
leadState: utils.getText(notif, 'lead_state'),
callback: utils.getText(notif, 'callback'),
};
return response;
};
var ReverseMatchNotification = function () { };
/*
* This class is responsible for processing a REVERSE_MATCH packet from IQ. It
* will log the packet was rec'd, save the packet to the UIModel for use by
* components like the WhosCallingForm
* {
* "ui_notification":{
* "@message_id":"IQ10012016080317400400011",
* "@response_to":"1c2fe39f-a31e-aff8-8d23-92a61c88270f",
* "@type":"REVERSE_MATCH",
* "first_name":{"#text":""},
* "mid_name":{"#text":""},
* "last_name":{"#text":""},
* "address1":{"#text":""},
* "address2":{"#text":""},
* "city":{"#text":""},
* "state":{"#text":""},
* "zip":{"#text":""},
* "business_name":{"#text":""}
* }
* }
*/
ReverseMatchNotification.prototype.processResponse = function (notification) {
var notif = notification.ui_notification;
var model = UIModel.getInstance();
model.tokens['first_name'] = utils.getText(notif, 'first_name');
model.tokens['mid_name'] = utils.getText(notif, 'mid_name');
model.tokens['last_name'] = utils.getText(notif, 'last_name');
model.tokens['address1'] = utils.getText(notif, 'address1');
model.tokens['address2'] = utils.getText(notif, 'address2');
model.tokens['suffix'] = utils.getText(notif, 'suffix');
model.tokens['title'] = utils.getText(notif, 'title');
model.tokens['city'] = utils.getText(notif, 'city');
model.tokens['state'] = utils.getText(notif, 'state');
model.tokens['zip'] = utils.getText(notif, 'zip');
model.tokens['business_name'] = utils.getText(notif, 'business_name');
return model.tokens;
};
var TcpaSafeLeadStateNotification = function () { };
/*
* This class is responsible for processing the lead state packet
* received from intelliqueue. It will decide what type of leads are
* being processed, and depending on if the callback is true or false, it will
* call the appropriate form to update the lead state.
*
* {
* "ui_notification":{
* "@message_id":"IQ10012016080317400400011",
* "@type":"TCPA-SAFE-LEAD-STATE",
* "@call_type":"MANUAL|TCPA-SAFE",
* "request_id":{"#text":""},
* "lead_state":{"#text":"CALLING"},
* "callback":{"#text":"false"}
* }
* }
*/
TcpaSafeLeadStateNotification.prototype.processResponse = function (
notification,
) {
var notif = notification.ui_notification;
var response = {
callType: notif['@call_type'],
messageId: notif['@message_id'],
requestId: utils.getText(notif, 'request_id'),
leadState: utils.getText(notif, 'lead_state'),
callback: utils.getText(notif, 'callback'),
};
return response;
};
var AckRequest = function (audioType, agentId, uii, monitorAgentId) {
this.audioType = audioType || 'FULL';
this.agentId = agentId;
this.uii = uii;
this.monitorAgentId = monitorAgentId;
};
/*
* This class processes ACK packets rec'd from IQ.
* This is a callback triggered by certain actions like
* sending dispositions or script results.
* NOTE: uii is added in utils message processing.
*
* {"ui_response":{
* "@message_id":"IQ982008090317393001252",
* "@response_to":"1112222",
* "@type":"ACK",
* "type":{"#text":"CHAT-DISPOSITION|INBOUND-DISPOSITION|OUTDIAL-DISPOSITION|SCRIPT-RESULT"},
* "status":{"#text":"OK|FAILURE"},
* "message":{"#text":""},
* "detail":{}
* }
* }
*/
AckRequest.prototype.processResponse = function (response) {
var resp = response.ui_response;
var formattedResponse = utils.buildDefaultResponse(response);
formattedResponse.type = utils.getText(resp, 'type');
if (formattedResponse.status === 'OK') {
utils.logMessage(LOG_LEVELS.DEBUG, formattedResponse.message, response);
} else {
utils.logMessage(
LOG_LEVELS.WARN,
formattedResponse.message + ': ' + formattedResponse.detail,
response,
);
}
return formattedResponse;
};
var AgentStateRequest = function (agentState, agentAuxState) {
if (
agentState.toUpperCase() == 'ON-BREAK' &&
UIModel.getInstance().onCall == true
) {
this.agentState = 'BREAK-AFTER-CALL';
this.agentAuxState = '';
} else {
this.agentState = agentState.toUpperCase() || '';
this.agentAuxState = agentAuxState || '';
}
};
AgentStateRequest.prototype.formatJSON = function () {
var msg = {
ui_request: {
'@destination': 'IQ',
'@type': MESSAGE_TYPES.AGENT_STATE,
'@message_id': utils.getMessageId(),
response_to: '',
agent_id: {
'#text': UIModel.getInstance().agentSettings.agentId,
},
state: {
'#text': this.agentState,
},
agent_aux_state: {
'#text': this.agentAuxState,
},
},
};
return JSON.stringify(msg);
};
/*
* This class processes AGENT-STATE packets rec'd from IQ. It will check the state of the
* packet and then set the state on the model. It will also check for deferred surveys,
* if one is found it will load it at this point.
*
* {"ui_response":{
* "@message_id":"IQ982008082817165103294",
* "@type":"AGENT-STATE",
* "status":{"#text":"OK"},
* "message":{},
* "detail":{},
* "agent_id":{"#text":"1856"},
* "prev_state":{"#text":"ENGAGED"},
* "current_state":{"#text":"WORKING"},
* "agent_aux_state":{"#text":"Offhook Work"},
* "prev_aux_state":{}
* }
* }
*/
AgentStateRequest.prototype.processResponse = function (response) {
var resp = response.ui_response;
var status = utils.getText(resp, 'status');
var prevState = utils.getText(resp, 'prev_state');
var currState = utils.getText(resp, 'current_state');
var prevAuxState = utils.getText(resp, 'prev_aux_state');
var currAuxState = utils.getText(resp, 'agent_aux_state');
var model = UIModel.getInstance();
// add message and detail if present
var formattedResponse = utils.buildDefaultResponse(response);
formattedResponse.agentId = response.ui_response.agent_id['#text'] || '';
formattedResponse.previousState = prevState;
formattedResponse.currentState = currState;
formattedResponse.previousAuxState = prevAuxState;
formattedResponse.currentAuxState = currAuxState;
if (status == 'OK') {
var prevStateStr = prevState;
var currStateStr = currState;
if (prevAuxState.length > 0) {
prevStateStr = prevAuxState;
}
if (currAuxState.length > 0) {
currStateStr = currAuxState;
}
// Update the state in the UIModel
model.agentSettings.currentState = currState;
model.agentSettings.currentStateLabel = currAuxState;
model.agentStatePacket = response;
} else {
if (formattedResponse.message === '') {
formattedResponse.message = 'Unable to change agent state';
}
// log message response
var message = 'Unable to change agent state. ' + formattedResponse.detail;
utils.logMessage(LOG_LEVELS.WARN, message, response);
}
return formattedResponse;
};
var BargeInRequest = function (audioType, agentId, uii, monitorAgentId) {
this.audioType = audioType || 'FULL';
this.agentId = agentId;
this.uii = uii;
this.monitorAgentId = monitorAgentId;
};
/*
*
* {"ui_request":{
* "@destination":"IQ",
* "@message_id":"UIV22008931055822",
* "@response_to":"",
* "@type":"BARGE-IN",
* "agent_id":{"#text":"94"},
* "uii":{"#text":"200809031054510000000900020961"},
* "audio_state":{"#text":"FULL"},
* "monitor_agent_id":{"#text":"1856"}
* }
* }
*/
BargeInRequest.prototype.formatJSON = function () {
var model = UIModel.getInstance();
var msg = {
ui_request: {
'@destination': 'IQ',
'@type': MESSAGE_TYPES.BARGE_IN,
'@message_id': utils.getMessageId(),
'@response_to': '',
agent_id: {
'#text': utils.toString(this.agentId),
},
uii: {
'#text': utils.toString(this.uii),
},
audio_state: {
'#text': utils.toString(this.audioType),
},
monitor_agent_id: {
'#text': utils.toString(this.monitorAgentId),
},
},
};
return JSON.stringify(msg);
};
/*
* This class processes BARGE-IN packets rec'd from IQ.
*
* {"ui_response":{
* "@message_id":"IQ982008090317393001252",
* "@response_to":"",
* "@type":"BARGE-IN",
* "agent_id":{"#text":"94"},
* "uii":{},
* "status":{"#text":"OK"},
* "message":{"#text":"Barge-In processed successfully!"},
* "detail":{}
* }
* }
*/
BargeInRequest.prototype.processResponse = function (response) {
var resp = response.ui_response;
var formattedResponse = utils.buildDefaultResponse(response);
formattedResponse.agentId = utils.getText(resp, 'agent_id');
formattedResponse.uii = utils.getText(resp, 'uii');
if (formattedResponse.status === 'OK') {
utils.logMessage(LOG_LEVELS.DEBUG, formattedResponse.message, response);
} else {