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<?php
namespace Bitrix\ImOpenLines\Queue;
use \Bitrix\Main\Loader,
\Bitrix\Main\Type\DateTime,
\Bitrix\Main\Localization\Loc;
use \Bitrix\Im;
use \Bitrix\ImOpenLines,
\Bitrix\ImOpenLines\Log,
\Bitrix\ImOpenLines\Chat,
\Bitrix\ImOpenLines\Config,
\Bitrix\ImOpenLines\Session,
\Bitrix\ImOpenLines\Tools\Lock,
\Bitrix\ImOpenLines\AutomaticAction,
\Bitrix\ImOpenLines\Model\SessionCheckTable;
Loc::loadMessages(__FILE__);
/**
* Class Queue
* @package Bitrix\ImOpenLines\Queue
*/
abstract class Queue
{
const PREFIX_KEY_LOCK = 'imol_transfer_chat_id_';
/**Session*/
protected $sessionManager = null;
protected $session = [];
protected $config = [];
/**Chat*/
protected $chat = null;
protected $cacheRemoveSession = [];
/**
* Queue constructor.
* @param Session $session
*/
function __construct($session)
{
$this->sessionManager = $session;
$this->session = $session->getData();
$this->config = $session->getConfig();
$this->chat = $session->getChat();
}
/**
* @return string
*/
private function getKeyLock()
{
return self::PREFIX_KEY_LOCK . $this->chat->getData('ID');
}
/**
* @return bool
* @throws \Bitrix\Main\Db\SqlQueryException
*/
public function startLock()
{
return Lock::getInstance()->set($this->getKeyLock());
}
/**
* @return bool
* @throws \Bitrix\Main\Db\SqlQueryException
*/
public function stopLock()
{
return Lock::getInstance()->delete($this->getKeyLock());
}
/**
* @return DateTime
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
protected function getNewDateNoAnswer()
{
$dateNoAnswer = SessionCheckTable::getById($this->session['ID'])->fetch()['DATE_NO_ANSWER'];
if($this->session['SEND_NO_ANSWER_TEXT'] != 'Y' && empty($dateNoAnswer))
{
$dateNoAnswer = new DateTime();
$dateNoAnswer->add($this->config['NO_ANSWER_TIME'] . ' SECONDS');
}
return $dateNoAnswer;
}
/**
* Check for unallocated sessions.
*
* @return bool
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function isUndistributedSession()
{
$result = false;
$count = SessionCheckTable::getCount([
'=UNDISTRIBUTED' => 'Y',
'=SESSION.CONFIG_ID' => $this->config['ID'],
'!=DATE_QUEUE' => NULL
]);
if($count>0)
{
$result = true;
}
return $result;
}
/**
* Basic check that the operator is active.
*
* @param $userId
* @param bool $ignorePause
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\SystemException
*/
public function isOperatorActive($userId, bool $ignorePause = false)
{
return ImOpenLines\Queue::isOperatorActive($userId, $this->config['CHECK_AVAILABLE'], $ignorePause);
}
/**
* Are there any available operators in the line.
*
* @param bool $ignorePause
*
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function isOperatorsActiveLine(bool $ignorePause = false): bool
{
return ImOpenLines\Queue::isOperatorsActiveLine($this->config['ID'], $this->config['CHECK_AVAILABLE'], $ignorePause);
}
/**
* Check the ability to send a dialog to the operator.
*
* @param $userId
* @param int $currentOperator
* @return bool
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function isOperatorAvailable($userId, $currentOperator = 0)
{
$result = false;
if($this->isOperatorActive($userId))
{
if($userId != $currentOperator)
{
$freeCountChatOperator = ImOpenLines\Queue::getCountFreeSlotOperator($userId, $this->config['ID'], $this->config["MAX_CHAT"], $this->config["TYPE_MAX_CHAT"]);
if($freeCountChatOperator > 0)
{
$result = true;
}
}
else
{
$result = true;
}
}
return $result;
}
abstract public function getOperatorsQueue($currentOperator = 0);
/**
* Returns the default queue time
*
* @return int
*/
public function getQueueTime()
{
$queueTime = ImOpenLines\Queue::UNDISTRIBUTED_QUEUE_TIME;
if($this->config['QUEUE_TIME'] > 0)
{
$queueTime = $this->config['QUEUE_TIME'];
}
return $queueTime;
}
/**
* @param int $operatorId
* @param \Bitrix\ImOpenLines\Crm $crmManager
* @param bool $isGroupByChat
* @return array
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function createSession($operatorId = 0, $crmManager = null, $isGroupByChat = false)
{
$defaultQueueTime = $this->getQueueTime();
$result = [
'OPERATOR_ID' => 0,
'QUEUE_HISTORY' => [],
'OPERATOR_LIST' => [],
'DATE_OPERATOR' => null,
'DATE_QUEUE' => null,
'DATE_NO_ANSWER' => null,
'JOIN_BOT' => false,
'UNDISTRIBUTED' => false,
'OPERATOR_CRM' => false,
];
if(empty($operatorId))
{
$result['DATE_QUEUE'] = new DateTime();
//Bot
if($this->config['ACTIVE'] != 'N' &&
$this->config['WELCOME_BOT_ENABLE'] == 'Y' &&
$this->config['WELCOME_BOT_ID'] > 0 &&
(
$this->config['WELCOME_BOT_JOIN'] == Config::BOT_JOIN_ALWAYS ||
$this->chat->isNowCreated()
))
{
$result['JOIN_BOT'] = true;
$operatorId = $this->config['WELCOME_BOT_ID'];
if ($this->config['WELCOME_BOT_TIME'] > 0)
{
$result['DATE_QUEUE']->add($this->config['WELCOME_BOT_TIME'] . ' SECONDS');
}
else
{
$result['DATE_QUEUE'] = null;
}
}
//Operator
else
{
$result['DATE_QUEUE']->add($defaultQueueTime . ' SECONDS');
$result['DATE_NO_ANSWER'] = (new DateTime())->add($this->config['NO_ANSWER_TIME'] . ' SECONDS');
//CRM
if ($crmManager && $isGroupByChat == false && $this->config['CRM'] == 'Y' && $crmManager->isLoaded() && $this->config['CRM_FORWARD'] == 'Y')
{
$crmManager->search();
$crmOperatorId = $crmManager->getOperatorId();
if($crmOperatorId > 0)
{
if($this->isActiveCrmUser($crmOperatorId))
{
$operatorId = $crmOperatorId;
$result['DATE_QUEUE'] = null;
$result['OPERATOR_CRM'] = true;
}
}
}
//END CRM
$undistributedSession = $this->isUndistributedSession();
//Queue
if(empty($operatorId) && !$undistributedSession)
{
$resultOperatorQueue = $this->getOperatorsQueue();
if($resultOperatorQueue['RESULT'])
{
$operatorId = $resultOperatorQueue['OPERATOR_ID'];
$result['OPERATOR_LIST'] = $resultOperatorQueue['OPERATOR_LIST'];
$result['QUEUE_HISTORY'] = $resultOperatorQueue['QUEUE_HISTORY'];
}
else
{
$result['UNDISTRIBUTED'] = true;
}
$result['DATE_QUEUE'] = $resultOperatorQueue['DATE_QUEUE'];
}
if(empty($operatorId) && $undistributedSession)
{
$result['UNDISTRIBUTED'] = true;
$result['DATE_QUEUE'] = new DateTime();
}
if(!empty($operatorId))
{
$result['DATE_OPERATOR'] = new DateTime();
}
}
}
else
{
$result['DATE_OPERATOR'] = new DateTime();
}
if(!empty($operatorId))
{
$result['OPERATOR_ID'] = $operatorId;
if(empty($result['OPERATOR_LIST']))
{
$result['OPERATOR_LIST'] = [$operatorId];
}
if(empty($result['QUEUE_HISTORY']))
{
$result['QUEUE_HISTORY'][$operatorId] = true;
}
}
return $result;
}
/**
* Transfer the dialog to the next operator.
*
* @param bool $manual
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function transferToNext($manual = true)
{
$result = false;
ImOpenLines\Debug::addQueue($this->config['ID'], $this->session['ID'], 'start' . __METHOD__, ['manual' => $manual]);
if($this->startLock())
{
$resultOperatorQueue = $this->getOperatorsQueue($this->session['OPERATOR_ID']);
if($manual && $resultOperatorQueue['RESULT'] != true)
{
self::sendMessageSkipAlone($this->session['CHAT_ID']);
}
else
{
$updateSessionCheck = [
'REASON_RETURN' => ImOpenLines\Queue::REASON_DEFAULT
];
if($this->session['OPERATOR_ID'] != $resultOperatorQueue['OPERATOR_ID'])
{
$this->chat->transfer([
'FROM' => $this->session['OPERATOR_ID'],
'TO' => $resultOperatorQueue['OPERATOR_ID'],
'MODE' => Chat::TRANSFER_MODE_AUTO,
'LEAVE' => $this->config['WELCOME_BOT_LEFT'] == Config::BOT_LEFT_CLOSE && Im\User::getInstance($this->session['OPERATOR_ID'])->isBot()? 'N':'Y'
]);
}
if($resultOperatorQueue['RESULT'] == true)
{
$updateSessionCheck['UNDISTRIBUTED'] = 'N';
$result = true;
}
else
{
$updateSessionCheck['UNDISTRIBUTED'] = 'Y';
}
$updateSessionCheck['DATE_QUEUE'] = $resultOperatorQueue['DATE_QUEUE'];
$reasonReturn = SessionCheckTable::getById($this->session['ID'])->fetch()['REASON_RETURN'];
SessionCheckTable::update($this->session['ID'], $updateSessionCheck);
if($this->session['OPERATOR_ID'] != $resultOperatorQueue['OPERATOR_ID'])
{
$updateSession = [
'OPERATOR_ID' => $resultOperatorQueue['OPERATOR_ID'],
'QUEUE_HISTORY' => $resultOperatorQueue['QUEUE_HISTORY']
];
$this->sessionManager->update($updateSession);
}
ImOpenLines\Debug::addQueue($this->config['ID'], $this->session['ID'],__METHOD__, ['resultOperatorQueue' => $resultOperatorQueue, 'reasonReturn' => $reasonReturn]);
}
$this->stopLock();
}
ImOpenLines\Debug::addQueue($this->config['ID'], $this->session['ID'], 'stop' . __METHOD__);
return $result;
}
/**
* The automatic action for an incoming message from an external source
*
* @param bool $finish
* @param bool $vote
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function automaticActionAddMessage($finish = false, $vote = false)
{
if($this->isRemoveSession($finish, $vote))
{
$this->transferOperatorNotAvailable();
}
return true;
}
/**
* Do I need to remove the session from the operator?
*
* @param bool $finish
* @param bool $vote
* @param bool $noCache
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function isRemoveSession($finish = false, $vote = false, $noCache = false): bool
{
$result = false;
if(!$noCache && isset($this->cacheRemoveSession[$this->session['ID']]))
{
$result = $this->cacheRemoveSession[$this->session['ID']];
}
else
{
if(
!$this->sessionManager->isNowCreated() &&
$finish !== true &&
$vote !== true)
{
if(
!empty($this->session['OPERATOR_ID']) &&
$this->session['PAUSE'] != 'Y' &&
$this->session['STATUS'] >= Session::STATUS_ANSWER
)
{
if (!ImOpenLines\Queue::isOperatorSingleInLine($this->session['CONFIG_ID'], $this->session['OPERATOR_ID']))
{
if(!$this->isOperatorActive($this->session['OPERATOR_ID'], true))
{
$result = true;
}
}
}
}
$this->cacheRemoveSession[$this->session['ID']] = $result;
}
return $result;
}
/**
* Check the operator responsible for CRM on the possibility of transfer of chat.
*
* @param $userId
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\SystemException
*/
public function isActiveCrmUser($userId)
{
return $this->isOperatorActive($userId);
}
/**
* Directing a conversation to a queue when an operator is not available.
*
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\SystemException
*/
public function transferOperatorNotAvailable()
{
$reasonReturn = ImOpenLines\Queue::REASON_OPERATOR_NOT_AVAILABLE;
ImOpenLines\Queue::returnSessionToQueue($this->session['ID'], $reasonReturn);
ImOpenLines\Queue::transferToNextSession(false, ImOpenLines\Queue\Event::COUNT_SESSIONS_REALTIME, $this->config['ID']);
}
/**
* @return bool
* @throws \Bitrix\Main\ArgumentException
* @throws \Bitrix\Main\LoaderException
* @throws \Bitrix\Main\ObjectException
* @throws \Bitrix\Main\ObjectPropertyException
* @throws \Bitrix\Main\SystemException
*/
public function transferOperatorOffline()
{
ImOpenLines\Im::addMessage([
"TO_CHAT_ID" => $this->session['CHAT_ID'],
'MESSAGE' => Loc::getMessage('IMOL_QUEUE_SESSION_TRANSFER_OPERATOR_OFFLINE'),
'SYSTEM' => 'Y',
'SKIP_COMMAND' => 'Y'
]);
return $this->transferToNext(false);
}
/**
* @param $chatId
* @throws \Bitrix\Main\LoaderException
*/
public static function sendMessageSkipAlone($chatId)
{
ImOpenLines\Im::addMessage([
"TO_CHAT_ID" => $chatId,
'MESSAGE' => Loc::getMessage('IMOL_QUEUE_SESSION_SKIP_ALONE'),
'SYSTEM' => 'Y',
'SKIP_COMMAND' => 'Y'
]);
}
}