@ -7,6 +7,21 @@
*
* Mark Spencer < markster @ linux - support . net >
*
* These features added by David C . Troy < dave @ toad . net > :
* - Per - queue holdtime calculation
* - Estimated holdtime announcement
* - Position announcement
* - Abandoned / completed call counters
* - Failout timer passed as optional app parameter
* - Optional monitoring of calls , started when call is answered
*
* Patch Version 1.07 2003 - 12 - 24 01
*
* Added servicelevel statistic by Michiel Betel < michiel @ betel . nl >
*
* Fixed ot work with CVS as of 2004 - 02 - 25 and released as 1.07 a
* by Matthew Enger < m . enger @ xi . com . au >
*
* This program is free software , distributed under the terms of
* the GNU General Public License
*/
@ -25,6 +40,7 @@
# include <asterisk/cli.h>
# include <asterisk/manager.h> /* JDG */
# include <asterisk/config.h>
# include <asterisk/monitor.h>
# include <stdlib.h>
# include <errno.h>
# include <unistd.h>
@ -67,7 +83,7 @@ static char *app = "Queue";
static char * synopsis = " Queue a call for a call queue " ;
static char * descrip =
" Queue(queuename[|options[|URL][|announceoverride] ]):\n "
" Queue(queuename[|options[|URL][|announceoverride] [|timeout] ]):\n "
" Queues an incoming call in a particular call queue as defined in queues.conf. \n "
" This application returns -1 if the originating channel hangs up, or if the \n "
" call is bridged and either of the parties in the bridge terminate the call. \n "
@ -81,7 +97,9 @@ static char *descrip =
" In addition to transferring the call, a call may be parked and then picked \n "
" up by another user. \n "
" The optional URL will be sent to the called party if the channel supports \n "
" it. \n " ;
" it. \n "
" The timeout will cause the queue to fail out after a specified number of \n "
" seconds, checked between each queues.conf 'timeout' and 'retry' cycle. \n " ;
// [PHM 06/26/03]
static char * app_aqm = " AddQueueMember " ;
@ -127,12 +145,15 @@ LOCAL_USER_DECL;
struct queue_ent {
struct ast_call_queue * parent ; /* What queue is our parent */
char moh [ 80 ] ; /* Name of musiconhold to be used */
char announce [ 80 ] ; /* Announcement to play */
char announce [ 80 ] ; /* Announcement to play for member when call is answered */
char context [ 80 ] ; /* Context when user exits queue */
int pos ; /* Where we are in the queue */
int last_pos_said ; /* Last position we told the user */
time_t last_pos ; /* Last time we told the user their position */
int opos ; /* Where we started in the queue */
int handled ; /* Whether our call was handled */
time_t start ; /* When we started holding */
int queuetimeout ; /* How many seconds before timing out of queue */
struct ast_channel * chan ; /* Our channel */
struct queue_ent * next ; /* The next queue entry */
} ;
@ -151,10 +172,24 @@ struct ast_call_queue {
ast_mutex_t lock ;
char name [ 80 ] ; /* Name of the queue */
char moh [ 80 ] ; /* Name of musiconhold to be used */
char announce [ 80 ] ; /* Announcement to play */
char context [ 80 ] ; /* Announcement to play */
char announce [ 80 ] ; /* Announcement to play when call is answered */
char context [ 80 ] ; /* Context for this queue */
int strategy ; /* Queueing strategy */
int announcetimeout ; /* How often to announce their position */
int announcefrequency ; /* How often to announce their position */
int announceholdtime ; /* When to announce holdtime: 0 = never, -1 = every announcement, 1 = only once */
int holdtime ; /* Current avg holdtime for this queue, based on recursive boxcar filter */
int callscompleted ; /* Number of queue calls completed */
int callsabandoned ; /* Number of queue calls abandoned */
int servicelevel ; /* seconds setting for servicelevel*/
int callscompletedinsl ; /* Number of queue calls answererd with servicelevel*/
char monfmt [ 8 ] ; /* Format to use when recording calls */
char sound_next [ 80 ] ; /* Sound file: "Your call is now first in line" (def. queue-youarenext) */
char sound_thereare [ 80 ] ; /* Sound file: "There are currently" (def. queue-thereare) */
char sound_calls [ 80 ] ; /* Sound file: "calls waiting to speak to a representative." (def. queue-callswaiting)*/
char sound_holdtime [ 80 ] ; /* Sound file: "The current estimated total holdtime is" (def. queue-holdtime) */
char sound_minutes [ 80 ] ; /* Sound file: "minutes." (def. queue-minutes) */
char sound_thanks [ 80 ] ; /* Sound file: "Thank you for your patience." (def. queue-thankyou) */
int count ; /* How many entries are in the queue */
int maxlen ; /* Max number of entries in queue */
@ -288,6 +323,102 @@ static void destroy_queue(struct ast_call_queue *q)
free ( q ) ;
}
static int play_file ( struct ast_channel * chan , char * filename )
{
int res ;
ast_stopstream ( chan ) ;
res = ast_streamfile ( chan , filename , chan - > language ) ;
if ( ! res )
res = ast_waitstream ( chan , " " ) ;
else
res = 0 ;
if ( res ) {
ast_log ( LOG_WARNING , " ast_streamfile failed on %s \n " , chan - > name ) ;
res = 0 ;
}
ast_stopstream ( chan ) ;
return res ;
}
static int say_position ( struct queue_ent * qe )
{
int res = 0 , avgholdmins ;
time_t now ;
/* Check to see if this is ludicrous -- if we just announced position, don't do it again*/
time ( & now ) ;
if ( ( now - qe - > last_pos ) < 15 )
return - 1 ;
/* If either our position has changed, or we are over the freq timer, say position */
if ( ( qe - > last_pos_said = = qe - > pos ) & & ( ( now - qe - > last_pos ) < qe - > parent - > announcefrequency ) )
return - 1 ;
ast_moh_stop ( qe - > chan ) ;
/* Say we're next, if we are */
if ( qe - > pos = = 1 ) {
res + = play_file ( qe - > chan , qe - > parent - > sound_next ) ;
goto posout ;
} else {
res + = play_file ( qe - > chan , qe - > parent - > sound_thereare ) ;
res + = ast_say_number ( qe - > chan , qe - > pos , AST_DIGIT_ANY , qe - > chan - > language ) ;
res + = play_file ( qe - > chan , qe - > parent - > sound_calls ) ;
}
/* Round hold time to nearest minute */
avgholdmins = ( ( qe - > parent - > holdtime + 30 ) - ( now - qe - > start ) ) / 60 ;
ast_verbose ( VERBOSE_PREFIX_3 " Hold time for %s is %d minutes \n " , qe - > parent - > name , avgholdmins ) ;
/* If the hold time is >1 min, if it's enabled, and if it's not
supposed to be only once and we have already said it , say it */
if ( avgholdmins > 1 & & ( qe - > parent - > announceholdtime ) & & ( ! ( qe - > parent - > announceholdtime = = 1 & & qe - > last_pos ) ) ) {
res + = play_file ( qe - > chan , qe - > parent - > sound_holdtime ) ;
res + = ast_say_number ( qe - > chan , avgholdmins , AST_DIGIT_ANY , qe - > chan - > language ) ;
res + = play_file ( qe - > chan , qe - > parent - > sound_minutes ) ;
}
posout :
/* Set our last_pos indicators */
qe - > last_pos = now ;
qe - > last_pos_said = qe - > pos ;
ast_verbose ( VERBOSE_PREFIX_3 " Told %s in %s their queue position (which was %d) \n " , qe - > chan - > name , qe - > parent - > name , qe - > pos ) ;
res + = play_file ( qe - > chan , qe - > parent - > sound_thanks ) ;
ast_moh_start ( qe - > chan , qe - > moh ) ;
return ( res > 0 ) ;
}
static void record_abandoned ( struct queue_ent * qe )
{
ast_mutex_lock ( & qe - > parent - > lock ) ;
qe - > parent - > callsabandoned + + ;
ast_mutex_unlock ( & qe - > parent - > lock ) ;
}
static void recalc_holdtime ( struct queue_ent * qe )
{
int oldvalue , newvalue ;
/* Calculate holdtime using a recursive boxcar filter */
/* Thanks to SRT for this contribution */
/* 2^2 (4) is the filter coefficient; a higher exponent would give old entries more weight */
newvalue = time ( NULL ) - qe - > start ;
ast_mutex_lock ( & qe - > parent - > lock ) ;
if ( newvalue < = qe - > parent - > servicelevel )
qe - > parent - > callscompletedinsl + + ;
oldvalue = qe - > parent - > holdtime ;
qe - > parent - > holdtime = ( ( ( oldvalue < < 2 ) - oldvalue ) + newvalue ) > > 2 ;
ast_mutex_unlock ( & qe - > parent - > lock ) ;
}
static void leave_queue ( struct queue_ent * qe )
{
struct ast_call_queue * q ;
@ -317,6 +448,7 @@ ast_log(LOG_NOTICE, "Queue '%s' Leave, Channel '%s'\n", q->name, qe->chan->name
else
q - > head = cur - > next ;
} else {
/* Renumber the people after us in the queue based on a new count */
cur - > pos = + + pos ;
prev = cur ;
}
@ -611,12 +743,29 @@ static int wait_our_turn(struct queue_ent *qe)
{
struct queue_ent * ch ;
int res = 0 ;
time_t now ;
/* This is the holding pen for callers 2 through maxlen */
for ( ; ; ) {
/* Atomically read the parent head -- does not need a lock */
ch = qe - > parent - > head ;
/* If we are now at the top of the head, break out */
if ( qe - > parent - > head = = qe )
if ( qe = = ch )
break ;
/* If we have timed out, break out */
if ( qe - > queuetimeout ) {
time ( & now ) ;
if ( ( now - qe - > start ) > = qe - > queuetimeout )
break ;
}
/* Make a position announcement, if enabled */
if ( qe - > parent - > announcefrequency )
say_position ( qe ) ;
/* Wait a second before checking again */
res = ast_waitfordigit ( qe - > chan , RECHECK * 1000 ) ;
if ( res )
@ -640,6 +789,7 @@ static int update_queue(struct ast_call_queue *q, struct localuser *user)
}
cur = cur - > next ;
}
q - > callscompleted + + ;
ast_mutex_unlock ( & q - > lock ) ;
return 0 ;
}
@ -793,6 +943,7 @@ static int try_calling(struct queue_ent *qe, char *options, char *announceoverri
if ( ! peer ) {
if ( to ) {
/* Musta gotten hung up */
record_abandoned ( qe ) ;
res = - 1 ;
} else {
if ( digit & & valid_exit ( qe , digit ) )
@ -817,6 +968,7 @@ static int try_calling(struct queue_ent *qe, char *options, char *announceoverri
ast_channel_setoption ( peer , AST_OPTION_TONE_VERIFY , & zapx , sizeof ( char ) , 0 ) ;
}
/* Update parameters for the queue */
recalc_holdtime ( qe ) ;
update_queue ( qe - > parent , lpeer ) ;
hanguptree ( outgoing , peer ) ;
/* Stop music on hold */
@ -849,6 +1001,10 @@ static int try_calling(struct queue_ent *qe, char *options, char *announceoverri
ast_hangup ( peer ) ;
return - 1 ;
}
/* Begin Monitoring */
if ( qe - > parent - > monfmt & & * qe - > parent - > monfmt ) {
ast_monitor_start ( peer , qe - > parent - > monfmt , qe - > chan - > cdr - > uniqueid , 1 ) ;
}
/* Drop out of the queue at this point, to prepare for next caller */
leave_queue ( qe ) ;
/* JDG: sendurl */
@ -1120,6 +1276,7 @@ static int queue_exec(struct ast_channel *chan, void *data)
char * options = NULL ;
char * url = NULL ;
char * announceoverride = NULL ;
char * queuetimeoutstr = NULL ;
/* whether to exit Queue application after the timeout hits */
int go_on = 0 ;
@ -1134,6 +1291,9 @@ static int queue_exec(struct ast_channel *chan, void *data)
}
LOCAL_USER_ADD ( u ) ;
/* Setup our queue entry */
memset ( & qe , 0 , sizeof ( qe ) ) ;
/* Parse our arguments XXX Check for failure XXX */
strncpy ( info , ( char * ) data , strlen ( ( char * ) data ) + AST_MAX_EXTENSION - 1 ) ;
@ -1151,25 +1311,39 @@ static int queue_exec(struct ast_channel *chan, void *data)
if ( announceoverride ) {
* announceoverride = ' \0 ' ;
announceoverride + + ;
queuetimeoutstr = strchr ( announceoverride , ' | ' ) ;
if ( queuetimeoutstr ) {
* queuetimeoutstr = ' \0 ' ;
queuetimeoutstr + + ;
qe . queuetimeout = atoi ( queuetimeoutstr ) ;
} else {
qe . queuetimeout = 0 ;
}
}
}
}
if ( option_debug )
ast_log ( LOG_DEBUG , " queue: %s, options: %s, url: %s, announce: %s \n " ,
queuename , options , url , announceoverride ) ;
/* Setup our queue entry */
memset ( & qe , 0 , sizeof ( qe ) ) ;
}
printf ( " queue: %s, options: %s, url: %s, announce: %s, timeout: %d \n " ,
queuename , options , url , announceoverride , qe . queuetimeout ) ;
qe . chan = chan ;
qe . start = time ( NULL ) ;
qe . last_pos_said = 0 ;
qe . last_pos = 0 ;
if ( ! join_queue ( queuename , & qe ) ) {
ast_queue_log ( queuename , chan - > uniqueid , " NONE " , " ENTERQUEUE " , " %s|%s " , url ? url : " " , chan - > callerid ? chan - > callerid : " " ) ;
/* Start music on hold */
ast_moh_start ( chan , qe . moh ) ;
for ( ; ; ) {
/* This is the wait loop for callers 2 through maxlen */
res = wait_our_turn ( & qe ) ;
/* If they hungup, return immediately */
if ( res < 0 ) {
/* Record this abandoned call */
record_abandoned ( & qe ) ;
ast_queue_log ( queuename , chan - > uniqueid , " NONE " , " ABANDON " , " %d|%d|%ld " , qe . pos , qe . opos , ( long ) time ( NULL ) - qe . start ) ;
if ( option_verbose > 2 ) {
ast_verbose ( VERBOSE_PREFIX_3 " User disconnected while waiting their turn \n " ) ;
@ -1186,6 +1360,22 @@ static int queue_exec(struct ast_channel *chan, void *data)
}
if ( ! res ) {
for ( ; ; ) {
/* This is the wait loop for the head caller*/
/* To exit, they may get their call answered; */
/* they may dial a digit from the queue context; */
/* or, they may may timeout. */
/* Leave if we have exceeded our queuetimeout */
if ( qe . queuetimeout & & ( ( time ( NULL ) - qe . start ) > = qe . queuetimeout ) ) {
res = 0 ;
break ;
}
/* Make a position announcement, if enabled */
if ( qe . parent - > announcefrequency )
say_position ( & qe ) ;
/* Try calling all queue members for 'timeout' seconds */
res = try_calling ( & qe , options , announceoverride , url , & go_on ) ;
if ( res ) {
if ( res < 0 ) {
@ -1195,6 +1385,14 @@ static int queue_exec(struct ast_channel *chan, void *data)
ast_queue_log ( queuename , chan - > uniqueid , " NONE " , " EXITWITHKEY " , " %c|%d " , res , qe . pos ) ;
break ;
}
/* Leave if we have exceeded our queuetimeout */
if ( qe . queuetimeout & & ( ( time ( NULL ) - qe . start ) > = qe . queuetimeout ) ) {
res = 0 ;
break ;
}
/* OK, we didn't get anybody; wait for 'retry' seconds; may get a digit to exit with */
res = wait_a_bit ( & qe ) ;
if ( res < 0 ) {
ast_queue_log ( queuename , chan - > uniqueid , " NONE " , " ABANDON " , " %d|%d|%ld " , qe . pos , qe . opos , ( long ) time ( NULL ) - qe . start ) ;
@ -1208,18 +1406,20 @@ static int queue_exec(struct ast_channel *chan, void *data)
ast_queue_log ( queuename , chan - > uniqueid , " NONE " , " EXITWITHKEY " , " %c|%d " , res , qe . pos ) ;
break ;
}
/* exit after a timeout if 'n' option enabled */
/* exit after 'timeout' cycle if 'n' option enabled */
if ( go_on ) {
ast_queue_log ( queuename , chan - > uniqueid , " NONE " , " EXITWITHTIMEOUT " , " %d " , qe . pos ) ;
res = 0 ;
break ;
}
}
}
/* Don't allow return code > 0 */
if ( res > 0 & & res ! = AST_PBX_KEEPALIVE ) {
res = 0 ;
ast_moh_stop ( chan ) ;
ast_stopstream ( chan ) ;
}
leave_queue ( & qe ) ;
} else {
@ -1281,10 +1481,24 @@ static void reload_queues(void)
q - > retry = 0 ;
q - > timeout = - 1 ;
q - > maxlen = 0 ;
q - > announcefrequency = 0 ;
q - > announceholdtime = 0 ;
q - > holdtime = 0 ;
q - > callscompleted = 0 ;
q - > callsabandoned = 0 ;
q - > callscompletedinsl = 0 ;
q - > servicelevel = 0 ;
free_members ( q , 0 ) ;
strcpy ( q - > moh , " " ) ;
strcpy ( q - > announce , " " ) ;
strcpy ( q - > context , " " ) ;
strcpy ( q - > monfmt , " " ) ;
strcpy ( q - > sound_next , " queue-youarenext " ) ;
strcpy ( q - > sound_thereare , " queue-thereare " ) ;
strcpy ( q - > sound_calls , " queue-callswaiting " ) ;
strcpy ( q - > sound_holdtime , " queue-holdtime " ) ;
strcpy ( q - > sound_minutes , " queue-minutes " ) ;
strcpy ( q - > sound_thanks , " queue-thankyou " ) ;
prev = q - > members ;
if ( prev ) {
/* find the end of any dynamic members */
@ -1329,10 +1543,30 @@ static void reload_queues(void)
strncpy ( q - > context , var - > value , sizeof ( q - > context ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " timeout " ) ) {
q - > timeout = atoi ( var - > value ) ;
} else if ( ! strcasecmp ( var - > name , " monitor-format " ) ) {
strncpy ( q - > monfmt , var - > value , sizeof ( q - > monfmt ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " queue-youarenext " ) ) {
strncpy ( q - > sound_next , var - > value , sizeof ( q - > sound_next ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " queue-thereare " ) ) {
strncpy ( q - > sound_thereare , var - > value , sizeof ( q - > sound_thereare ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " queue-callswaiting " ) ) {
strncpy ( q - > sound_calls , var - > value , sizeof ( q - > sound_calls ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " queue-holdtime " ) ) {
strncpy ( q - > sound_holdtime , var - > value , sizeof ( q - > sound_holdtime ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " queue-minutes " ) ) {
strncpy ( q - > sound_minutes , var - > value , sizeof ( q - > sound_minutes ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " queue-thankyou " ) ) {
strncpy ( q - > sound_thanks , var - > value , sizeof ( q - > sound_thanks ) - 1 ) ;
} else if ( ! strcasecmp ( var - > name , " announce-frequency " ) ) {
q - > announcefrequency = atoi ( var - > value ) ;
} else if ( ! strcasecmp ( var - > name , " announce-holdtime " ) ) {
q - > announceholdtime = ( ! strcasecmp ( var - > value , " once " ) ) ? 1 : ast_true ( var - > value ) ;
} else if ( ! strcasecmp ( var - > name , " retry " ) ) {
q - > retry = atoi ( var - > value ) ;
} else if ( ! strcasecmp ( var - > name , " maxlen " ) ) {
q - > maxlen = atoi ( var - > value ) ;
} else if ( ! strcasecmp ( var - > name , " servicelevel " ) ) {
q - > servicelevel = atoi ( var - > value ) ;
} else if ( ! strcasecmp ( var - > name , " strategy " ) ) {
q - > strategy = strat2int ( var - > value ) ;
if ( q - > strategy < 0 ) {
@ -1390,6 +1624,8 @@ static int __queues_show(int fd, int argc, char **argv, int queue_show)
time_t now ;
char max [ 80 ] ;
char calls [ 80 ] ;
float sl = 0 ;
time ( & now ) ;
if ( ( ! queue_show & & argc ! = 2 ) | | ( queue_show & & argc ! = 3 ) )
return RESULT_SHOWUSAGE ;
@ -1420,7 +1656,11 @@ static int __queues_show(int fd, int argc, char **argv, int queue_show)
snprintf ( max , sizeof ( max ) , " %d " , q - > maxlen ) ;
else
strcpy ( max , " unlimited " ) ;
ast_cli ( fd , " %-12.12s has %d calls (max %s) in '%s' strategy \n " , q - > name , q - > count , max , int2strat ( q - > strategy ) ) ;
sl = 0 ;
if ( q - > callscompleted > 0 )
sl = 100 * ( ( float ) q - > callscompletedinsl / ( float ) q - > callscompleted ) ;
ast_cli ( fd , " %-12.12s has %d calls (max %s) in '%s' strategy (%ds holdtime), C:%d, A:%d, SL:%2.1f%% within %ds \n " ,
q - > name , q - > count , max , int2strat ( q - > strategy ) , q - > holdtime , q - > callscompleted , q - > callsabandoned , sl , q - > servicelevel ) ;
if ( q - > members ) {
ast_cli ( fd , " Members: \n " ) ;
for ( mem = q - > members ; mem ; mem = mem - > next ) {
@ -1502,6 +1742,8 @@ static int manager_queues_status( struct mansession *s, struct message *m )
char idText [ 256 ] = " " ;
struct ast_call_queue * q ;
struct queue_ent * qe ;
float sl = 0 ;
struct member * mem ;
astman_send_ack ( s , m , " Queue status will follow " ) ;
time ( & now ) ;
ast_mutex_lock ( & qlock ) ;
@ -1511,21 +1753,43 @@ static int manager_queues_status( struct mansession *s, struct message *m )
}
while ( q ) {
ast_mutex_lock ( & q - > lock ) ;
/* List queue properties */
if ( q - > callscompleted > 0 )
sl = 100 * ( ( float ) q - > callscompletedinsl / ( float ) q - > callscompleted ) ;
ast_cli ( s - > fd , " Event: QueueParams \r \n "
" Queue: %s \r \n "
" Max: %d \r \n "
" Calls: %d \r \n "
" Holdtime: %d \r \n "
" Completed: %d \r \n "
" Abandoned: %d \r \n "
" ServiceLevel: %d \r \n "
" ServicelevelPerf: %2.1f \r \n "
" %s "
" \r \n " ,
q - > name , q - > maxlen , q - > count , idText ) ;
#if 0
/* Do we care about queue members? */
q - > name , q - > maxlen , q - > count , q - > holdtime , q - > callscompleted ,
q - > callsabandoned , q - > servicelevel , sl , idText ) ;
/* List Queue Members */
for ( mem = q - > members ; mem ; mem = mem - > next )
ast_cli ( fd , " %s/%s \n " , mem - > tech , mem - > loc ) ;
# endif
ast_cli ( s - > fd , " Event: QueueMember \r \n "
" Queue: %s \r \n "
" Location: %s/%s \r \n "
" Membership: %s \r \n "
" Penalty: %d \r \n "
" CallsTaken: %d \r \n "
" LastCall: %ld \r \n "
" %s "
" \r \n " ,
q - > name , mem - > tech , mem - > loc , mem - > dynamic ? " dynamic " : " static " ,
mem - > penalty , mem - > calls , mem - > lastcall , idText ) ;
/* List Queue Entries */
pos = 1 ;
for ( qe = q - > head ; qe ; qe = qe - > next )
ast_cli ( s - > fd , " Event: QueueMember \r \n "
ast_cli ( s - > fd , " Event: Queue Entry \r \n "
" Queue: %s \r \n "
" Position: %d \r \n "
" Channel: %s \r \n "
Mark Spencer
22 years ago