workgroup.java

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                // If just the user has left the room, just persist the transcript
                boolean isAgent = false;
                try {
                    isAgent = agentManager.getAgentSession(presenceFullJID) != null;
                }
                catch (AgentNotFoundException e) {
                    // Ignore.
                }

                if (!((Presence)packet).isAvailable() && !isAgent) {
                    // Build the XML for the transcript
                    Map<Packet, java.util.Date> map = transcripts.get(roomID);
                    StringBuilder buf = new StringBuilder();
                    buf.append("<transcript>");
                    for (Packet p : map.keySet()) {
                        java.util.Date date = map.get(p);
                        // Add the delay information
                        if (p instanceof Message) {
                            Message storedMessage = (Message)p;
                            Element delay = storedMessage.addChildElement("x", "jabber:x:delay");
                            delay.addAttribute("stamp", UTC_FORMAT.format(date));
                            if (ModelUtil.hasLength(storedMessage.getBody())) {
                                buf.append(p.toXML());
                            }
                        }
                        else {
                            Presence storedPresence = (Presence)p;
                            Element delay = storedPresence.addChildElement("x", "jabber:x:delay");
                            delay.addAttribute("stamp", UTC_FORMAT.format(date));
                            buf.append(p.toXML());
                        }
                        // Append an XML representation of the packet to the string buffer
                    }
                    buf.append("</transcript>");
                    // Save the transcript (in XML) to the DB
                    DbWorkgroup.updateTranscript(sessionID, buf.toString(), new java.util.Date());
                }

                // If the agent and the user left the room then proceed to dump the transcript to
                // the DB and destroy the room
                if (!((Presence)packet).isAvailable() && set.isEmpty()) {
                    // Delete the counter of occupants for this room
                    occupantsCounter.remove(roomID);
                    initialRequest = requests.remove(sessionID);
                    if (initialRequest != null && initialRequest.hasJoinedRoom()) {
                        // Notify the request that the support session has finished
                        initialRequest.supportEnded();
                    }
                    // Build the XML for the transcript
                    Map<Packet, java.util.Date> map = transcripts.get(roomID);
                    StringBuilder buf = new StringBuilder();
                    buf.append("<transcript>");
                    for (Packet p : map.keySet()) {
                        java.util.Date date = map.get(p);
                        // Add the delay information
                        if (p instanceof Message) {
                            Message storedMessage = (Message)p;
                            Element delay = storedMessage.addChildElement("x", "jabber:x:delay");
                            delay.addAttribute("stamp", UTC_FORMAT.format(date));
                            if (ModelUtil.hasLength(storedMessage.getBody())) {
                                buf.append(p.toXML());
                            }
                        }
                        else {
                            Presence storedPresence = (Presence)p;
                            Element delay = storedPresence.addChildElement("x", "jabber:x:delay");
                            delay.addAttribute("stamp", UTC_FORMAT.format(date));
                            buf.append(p.toXML());
                        }
                        // Append an XML representation of the packet to the string buffer
                    }
                    buf.append("</transcript>");
                    // Save the transcript (in XML) to the DB
                    //DbWorkgroup.updateTranscript(sessionID, buf.toString(), new java.util.Date());

                    // Leave Chat Room (the room will be destroyed)
                    String roomJID = packet.getFrom().toString() + "/" + getJID().getNode();
                    LeaveRoom leaveRoom = new LeaveRoom(getFullJID().toString(), roomJID);
                    send(leaveRoom);
                    // Remove the transcript information of this room since the room no
                    // longer exists
                    transcripts.remove(roomID);
                    // Trigger the event that a chat support has finished
                    WorkgroupEventDispatcher.chatSupportFinished(this, sessionID);
                }
                // Invoke the room interceptor after the presence has been processed
                interceptorManager.invokeInterceptors(getJID().toBareJID(), packet, false, true);
            }
            else if (packet instanceof Message) {
                // Filter messages sent from the room itself since we don't want the
                // transcript to include things like "room locked"
                if (packet.getFrom().getResource() != null) {
                    // Invoke the room interceptor before processing the presence
                    interceptorManager.invokeInterceptors(getJID().toBareJID(), packet, false, false);
                    // Add the new message to the list of sent packets
                    Map<Packet, java.util.Date> messageList = transcripts.get(roomID);
                    if (messageList == null) {
                        messageList = new LinkedHashMap<Packet, java.util.Date>();
                        transcripts.put(roomID, messageList);
                    }
                    messageList.put(packet.createCopy(), new java.util.Date());
                    // Invoke the room interceptor after the presence has been processed
                    interceptorManager.invokeInterceptors(getJID().toBareJID(), packet, false, true);
                }
            }
        }
    }

    /**
     * An agent has accepted the offer and was choosen to answer the user's requests. The workgroup
     * will create a new room where the agent can answer the user's needs. Once the room has been
     * created, the Agent and the user that made the request will receive invitiations to join the
     * newly created room.<p>
     * <p/>
     * The workgroup will listen for all the packets sent to the room and generate a conversation
     * transcript.
     *
     * @param agent   the AgentSession that accepted and was choosen to respond the user's requests.
     * @param request the request made by a user.
     */
    public void sendInvitation(AgentSession agent, UserRequest request) {
        // TODO When running LA as a plugin (internal component) and if the plugin is removed then
        // we need to destroy all MUC rooms created by workgroups
        try {
            RoomInterceptorManager interceptorManager = RoomInterceptorManager.getInstance();

            WorkgroupManager workgroupManager = WorkgroupManager.getInstance();
            String userJID = request.getUserJID().toString();
            final Workgroup sessionWorkgroup = request.getWorkgroup();
            final String sessionID = request.getSessionID();

            String workgroupName = getJID().getNode();
            final String serviceName = workgroupManager.getMUCServiceName();
            final String roomName = sessionID + "@" + serviceName;
            final String roomJID = roomName + "/" + workgroupName;

            // Create the room by joining it. The workgroup will be the owner of the room and will
            // invite the Agent and the user to join the room
            JoinRoom joinRoom = new JoinRoom(getFullJID().toString(), roomJID);
            interceptorManager.invokeInterceptors(getJID().toBareJID(), joinRoom, false, false);
            send(joinRoom);
            interceptorManager.invokeInterceptors(getJID().toBareJID(), joinRoom, false, true);

            // Configure the newly created room
            Map<String, Collection<String>> fields = new HashMap<String, Collection<String>>();
            // Make a non-public room
            List<String> values = new ArrayList<String>();
            values.add("0");
            fields.put("muc#roomconfig_publicroom", values);
            // Set the room description
            values = new ArrayList<String>();
            values.add(roomName);
            fields.put("muc#roomconfig_roomdesc", values);
            // Set that anyone can change the room subject
            values = new ArrayList<String>();
            values.add("1");
            fields.put("muc#roomconfig_changesubject", values);
            // Make the room temporary
            values = new ArrayList<String>();
            values.add("0");
            fields.put("muc#roomconfig_persistentroom", values);
            // Set that only moderators can see the occupants' JID
            values = new ArrayList<String>();
            values.add("moderators");
            fields.put("muc#roomconfig_whois", values);
            // Set that we want packets to include the real JID
            values = new ArrayList<String>();
            values.add("0");
            fields.put("anonymous", values);
            // Only broadcast presences of participants and visitors
            values = new ArrayList<String>();
            values.add("participant");
            values.add("visitor");
            fields.put("muc#roomconfig_presencebroadcast", values);

            RoomConfiguration conf = new RoomConfiguration(fields);
            conf.setTo(roomName);
            conf.setFrom(getFullJID());
            interceptorManager.invokeInterceptors(getJID().toBareJID(), conf, false, false);
            send(conf);
            interceptorManager.invokeInterceptors(getJID().toBareJID(), conf, false, true);

            // Create a new entry for the active session and the request made by the user
            requests.put(sessionID, request);

            // Invite the Agent to the new room
            Invitation invitation = new Invitation(agent.getJID().toString(), sessionID);
            invitation.setTo(roomName);
            invitation.setFrom(getFullJID());
            // Add workgroup extension that includes the JID of the user that made the request
            Element element = invitation.addChildElement("offer", "http://jabber.org/protocol/workgroup");
            element.addAttribute("jid", userJID);
            // Add custom extension that includes the sessionID
            element = invitation.addChildElement("session", "http://jivesoftware.com/protocol/workgroup");
            element.addAttribute("workgroup", sessionWorkgroup.getJID().toString());
            element.addAttribute("id", sessionID);
            // Add custom extension that includes the userID if the session belongs to an
            // anonymous user
            if (request.isAnonymousUser()) {
                element = invitation.addChildElement("user", "http://jivesoftware.com/protocol/workgroup");
                element.addAttribute("id", request.getUserID());
            }
            interceptorManager.invokeInterceptors(getJID().toBareJID(), invitation, false, false);
            send(invitation);
            interceptorManager.invokeInterceptors(getJID().toBareJID(), invitation, false, true);

            // Invite the user to the new room
            sendUserInvitiation(request, roomName);

            // Notify the request that invitations for support have been sent
            request.invitationsSent(sessionID);
        }
        catch (Exception e) {
            ComponentManagerFactory.getComponentManager().getLog().error(e);
        }
    }

    /**
     * Sends the room invitation to the user that made the request.
     *
     * @param request the Request that the user made to join a workgroup.
     * @param roomID  the id of the room where the user is being invited.
     */
    public void sendUserInvitiation(UserRequest request, String roomID) {
        String userJID = request.getUserJID().toString();
        final String sessionID = request.getSessionID();
        final String serviceName = WorkgroupManager.getInstance().getMUCServiceName();
        final String roomName = sessionID + "@" + serviceName;

        Invitation invitation = new Invitation(userJID, "Please join me for a chat.");
        invitation.setTo(roomName);
        invitation.setFrom(getFullJID());
        // Add workgroup extension that includes the JID of the workgroup
        Element element = invitation.addChildElement("workgroup",
            "http://jabber.org/protocol/workgroup");
        element.addAttribute("jid", getJID().toBareJID());
        // Add custom extension that includes the sessionID
        element =
            invitation.addChildElement("session", "http://jivesoftware.com/protocol/workgroup");
        element.addAttribute("id", sessionID);
        RoomInterceptorManager interceptorManager = RoomInterceptorManager.getInstance();
        interceptorManager.invokeInterceptors(getJID().toBareJID(), invitation, false, false);
        send(invitation);
        interceptorManager.invokeInterceptors(getJID().toBareJID(), invitation, false, true);
    }

    /**
     * Users that have received an invitation to join a room and haven't done so may receive
     * another invitation. The exact (recovery) action to do will depend on the type of client
     * used by the user to join the workgroup. For instance, if the user was using a chatbot to
     * join the workgroup then instead of receiving another invitation he may be asked if he wants
     * to receive another invitation.
     */
    public void checkRequests() {
        for (String roomID : requests.keySet()) {
            UserRequest request = requests.get(roomID);
            // Check invitations if an invitation was sent and the user hasn't joined the room yet
            if (request != null) {
                request.checkRequest(roomID);
            }
        }
    }

    /**
     * Returns the list of packets, including Presence and Messages, sent to the room or
     * <tt>null</tt> if the room has currently no occupants (ie. does not exist).
     *
     * @param roomID the id of a room (node of the JID) that exists and was created by this
     *               workgroup for a chat with a user
     * @return the list of packets sent to an existing room
     */
    public Map<Packet, java.util.Date> getTranscript(String roomID) {
        return transcripts.get(roomID);
    }

    // #############################################################################
    // Package access methods - For classes that need extra workgroup access
    // #############################################################################

    /**
     * <p>Obtain the agent manager associated with the workgroup.</p>
     *
     * @return The agent manager for this workgroup
     *         <p/>
     *         <!-- DbC -->
     */
    public AgentManager getAgentManager() {
        return agentManager;
    }

    /**
     * Returns a collection with all the agent session that are present in the workgroup. If the
     * same agent is present in more than one queue then the answer will only include one instance
     * of the agent session.
     *
     * @return a collection with all the agent session that are present in the workgroup.
     */
    public Collection<AgentSession> getAgentSessions() {
        Collection<AgentSession> answer = new HashSet<AgentSession>();
        for (RequestQueue queue : queues.values()) {
            answer.addAll(queue.getAgentSessionList().getAgentSessions());
        }
        return Collections.unmodifiableCollection(answer);
    }

    /**
     * Returns a collection with all the agent session that are available for chat in the workgroup.
     * A chat session is available for chat based on the presence status. If the same agent is
     * present in more than one queue then the answer will only include one instance of the agent