fcc-core/utils/call-center/ucccontrol/voicecallevent.js

Fusion communication center.

export default {
  /**
   * 保持成功
   * @param eventname
   * @constructor
   */
  OnHoldSuccess (eventname) {
    this.modifyFlag({
      isHolding: true
    })
    if (!this.isHold) {
      console.log('不是手动点击保持按钮触发的保持成功事件都屏蔽按钮变化')
      return
    }
    this.addLog({
      AGENT_OPT_TYPE: '44',
      REMARK: '保持成功',
      eventname
    })
    return 'OnHoldSuccess'
  },
  /**
   * 取保持成功
   * @param eventname
   * @constructor
   */
  OnGetHoldSuccess (eventname) {
    this.modifyFlag({
      isHolding: false,
      isHold: false
    })
    this.updateLog(eventname)
    return 'OnGetHoldSuccess'
  },
  /**
   *静音成功
   * @param eventname
   * @constructor
   */
  OnBeginMuteUserSuccess (eventname) {
    this.addLog({
      AGENT_OPT_TYPE: '21',
      REMARK: '静音成功',
      eventname
    })
    return 'OnBeginMuteUserSuccess'
  },
  /**
   * 取消静音成功
   * @param eventname
   * @returns {string}
   * @constructor
   */
  OnEndMuteUserSuccess (eventname) {
    this.updateLog(eventname)
    return 'OnEndMuteUserSuccess'
  },
  /**
   * 话机振铃
   * @param event
   * @constructor
   */
  OnPhoneAlerting (eventdata) {
    if (['15', '16'].indexOf(this.transType) > -1) {
      return 'OnPhoneAlerting'
    }
    const { transType, FORWARD_SNO } = this.getEventData('OnPhoneAlerting')
    // 不是转移相关的来电 也不是 外呼则需要更新转接流水里面的排队时长
    if (!transType) {
      this.updateCallForward({
        FORWARD_SNO,
        QUEUE_DURATION: this.getWaitTime(eventdata.eventname)
      })
    }
    return 'OnPhoneAlerting'
  },
  /**
   * 座席来电提醒，提醒用户需要手工应答呼叫。
   * @param eventname
   * @constructor
   */
  OnAnswerRequest (eventname) {
    const { caller } = this.getEventData('OnAnswerRequest')
    return 'OnAnswerRequest'
  },
  /**
   * 呼出
   * @param eventname
   */
  OnCustomerAlerting (eventname) {
    const { caller } = this.getEventData('OnCustomerAlerting')
    return 'OnCustomerAlerting'
  },
  /**
   * 应答成功
   * @constructor
   */
  OnAnswerSuccess (eventdata) {
    /**
     * 写通话流水
     * 场景包括
     * 1.普通呼入
     * 2.队列释放转移过来的来电
     * 3.咨询过程中咨询方挂机--被咨询方收到的来电（队列，坐席）
     * 4.队列或者坐席三方通话时收到的来电事件
     */
    this.addAgentCallRecord('OnAnswerSuccess')
    const { transType, callType, caller, callId } = this.getEventData('OnAnswerSuccess')
    if ((transType === '2' || transType === '5') && !this.consoultFirst) {
      this.consoultFirst = true
      return 'OnAnswerSuccess'
    }
    const params = {}
    // 转队列  或者转坐席过来的电话 不需要更新等待时长  等待时长只针对客户呼入
    if (!transType) {
      params.WAIT_DURATION = this.getWaitTime(eventdata.eventType)
    }
    this.updateCallForward(params)
    return 'OnAnswerSuccess'
  },
  /**
   * 三方成功
   * 1.需要更新转接流水
   * 2.需要写咨询方  被咨询方的话务操作流水
   * 因为三方成功 被咨询方不会收到事件 所以根据事件里面返回的agentid
   * 给被咨询方写一通话务操作流水
   * @returns {null}
   */
  onThreeCallSuccess () {
    this.isJoinSuccess = true
    // 转外线不需要更新转接流水
    if (this.transType === '12') {
      return
    }
    const partner = this.getEventData('onThreeCallSuccess', 'partner')
    let agentid = ''
    if (partner) {
      agentid = partner.split(',')[0]
    }
    this.sendNote({
      agentIds: [agentid],
      content: {
        type: 2,
        text: '三方'
      }
    })
    this.updateCallForward({
      FORWARD_SNO: this.forwardSno,
      FORWARD_USER: agentid,
      IS_SUCCESS: 1
    })
    this.forwardSno = 0
    return null
  },
  /**
   * 录音成功
   * @param eventname
   * @returns {null}
   * @constructor
   */
  OnRecordSuccess (eventname) {
    const { fileName } = this.getEventData(eventname)
    // 保持中外呼成功之后单存存一份录音id
    if (this.transType === '16') {
      this.callOutData.fileName = fileName
      return
    }
    this.fileName = fileName
    return null
  },
  /**
   * 外呼成功之后  再保持外呼  需要写通话流水
   * @param eventname
   * @constructor
   */
  OnCallOutSuccess (eventname) {
    const { callid } = this.getEventData(eventname)
    this.callOutData.callid = callid
    this.addAgentCallRecord(eventname)
    return 'OnCallOutSuccess'
  },
  /**
   * 外呼失败后，需要记录外呼流水，呼叫标识是失败的
   * @param eventname
   * @constructor
   */
  OnCallOutFailure (eventname) {
    const callid1 = this.getEventData(eventname, 'content')
    this.callOutData.callid = callid1
    this.addAgentCallRecord(eventname)
    return 'OnCallOutFailure'
  },
  /**
   * 客户释放事件
   * @constructor
   */
  OnCustomerRelease () {
    // 三方成功 会收到客户 退出呼叫的事件 此时屏蔽该事件
    if (this.isJoinSuccess === true) {
      this.isJoinSuccess = false
      return
    }
    this.modifyFlag({
      transMode: []
    })
    const callid1 = this.getEventData('OnCustomerRelease', 'callid')
    // 保持中外呼
    if (this.transType === '16') {
      if (this.callOutData.callid === callid1) {
        this.updAgentCallRecord('OnCallOutSuccess', {
          CALL_DURATION: this.getTime('OnCallOutSuccess'),
          VOICE_FILE: this.callOutData.fileName,
          CALL_SNO: this.callOutData.calloutSno,
          HANGUP_TIME: 1
        })
        this.transType = '15'
        // 保持中客户客户挂机成功
        return 'OnCustomerRelease'
      } else {
        this.transType = '16'
        this.updAgentCallRecord('OnAnswerSuccess', {
          HANGUP_TIME: 1
        })
      }
    }
    const index = this.callids.indexOf(callid1)
    index > -1 && this.callids.splice(index, 1)
    //  三方通话过程中收到客户挂机事件
    if (['4', '7'].indexOf(this.transType) > -1 && !this.isClickHangup) {
      const callid2 = this.getEventData('OnAnswerSuccess', 'callid')
      // 三方过程中客户挂机 则坐席自己主动将自己释放掉
      if (callid1 === callid2) {
        this.release()
      }
    }
  },
  /**
   * 收到挂机事件
   */
  onReceiveRelease () {
    const type = this.transType || this.getEventData('OnAnswerSuccess', 'transType')
    if (type === '4' || type === 7) {
      this.transToIvr = true
    }

    return 'onReceiveRelease'
  },
  /**
   *物理话机挂机  判断坐席是否真的挂机的标准
   * @constructor
   */
  OnReleaseSuccess () {
    this.updAgentCallRecord('OnReleaseSuccess', {
      HANGUP_TIME: 1
    })
    this.modifyFlag({
      transType: 0,
      isClickHangup: false,
      callTime: 0,
      isHolding: false,
      transData: null,
      isHold: false,
      callSno: 0,
      transToIvr: false,
      callids: []
    })
    return 'OnReleaseSuccess'
  }
}