roundrobindispatcher.java

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    /**
     * <p>Locate the next 'best' agent to receive an offer.</p>
     * <p>Routing is based on show-status, max-chats, and who has
     * already rejected the offer.
     * show status is ranked from most available to least:
     * chat, default (no show status), away,
     * and xa. A show status of dnd indicates no offers should be routed to an agent.
     * The general algorithm is:</p>
     * <ul>
     * <li>Mark the current position.</li>
     * <li>Start iterating around the circular queue until all agents
     * have been considered. For each agent:
     * <ul>
     * <li>Skip if session is null. Should only occur if no agents are in the list.</li>
     * <li>Skip if session show state is DND. Never route to agents that are dnd.</li>
     * <li>Skip if session current-chats is equal to or higher than max-chats.</li>
     * <li>Replace current best if:
     * <ul>
     * <li>No current best. Any agent is better than none.</li>
     * <li>If session hasn't rejected offer but current best has.</li>
     * <li>If both session and current best have not rejected the
     * offer and session show-status is higher.</li>
     * <li>If both session and current best have rejected offer and
     * session show-status is higher.</li>
     * </ul></li>
     * </ul></li>
     * </li>
     *
     * @param initialAgent the initial agent requested by the user.
     * @param ignoreAgent agent that should not be considered as available.
     * @param offer the offer about to be sent to the best available agent.
     * @return the best agent.
     */
    private AgentSession getBestNextAgent(String initialAgent, String ignoreAgent, Offer offer) {
        AgentSession bestSession;

        // Look for specified agent in agent list
        if (initialAgent != null) {
            final AgentSessionList agentSessionList = queue.getAgentSessionList();
            for (AgentSession agentSession : agentSessionList.getAgentSessions()) {
                String sessionAgent = agentSession.getAgent().getAgentJID().toBareJID();
                boolean match = sessionAgent.startsWith(initialAgent.toLowerCase());
                Workgroup workgroup = offer.getRequest().getWorkgroup();
                if (agentSession.isAvailableToChat() &&
                        agentSession.getCurrentChats(workgroup) < agentSession.getMaxChats(workgroup) && match) {
                    bestSession = agentSession;
                    // Log debug trace
                    logger.debug("RR - Initial agent: " + bestSession.getJID() +
                            " will receive offer for request: " +
                            offer.getRequest());
                    return bestSession;
                }
            }
        }

        // Let's iterate through each agent and check availability
        final AgentSessionList agentSessionList = queue.getAgentSessionList();
        final List<AgentSession> possibleSessions = new ArrayList<AgentSession>();
        for (AgentSession agentSession : agentSessionList.getAgentSessions()) {
            String sessionAgent = agentSession.getAgent().getAgentJID().toBareJID();
            boolean ignore = ignoreAgent != null && sessionAgent.startsWith(ignoreAgent.toLowerCase());
            if (!ignore && validateAgent(agentSession, offer)) {
                possibleSessions.add(agentSession);
            }
        }

        // Select the best agent from the list of possible agents
        if (possibleSessions.size() > 0) {
            AgentSession s = agentSelector.bestAgentFrom(possibleSessions, offer);
            // Log debug trace
            logger.debug("RR - Agent SELECTED: " + s.getJID() +
                    " for receiving offer for request: " +
                    offer.getRequest());
            return s;
        }
        return null;
    }

    /**
     * Returns true if the agent session may receive an offer. An agent session may receive new
     * offers if:
     *
     * 1) the presence status of the agent allows to receive offers
     * 2) the maximum of chats has not been reached for the agent
     * 3) the agent has not rejected the offer before
     * 4) the agent does not have to answer a previuos offer
     *
     * @param session the session to check if it may receive an offer
     * @param offer the offer to send.
     * @return true if the agent session may receive an offer.
     */
    private boolean validateAgent(AgentSession session, Offer offer) {
        if (agentSelector.validateAgent(session, offer)) {
            // Log debug trace
            logger.debug("RR - Agent: " + session.getJID() +
                    " MAY receive offer for request: " +
                    offer.getRequest());
            return true;
        }
        // Log debug trace
        logger.debug("RR - Agent: " + session.getJID() +
                " MAY NOT receive offer for request: " +
                offer.getRequest());
        return false;
    }

    /**
     * <p>Generate the agents offer list.</p>
     */
    private void fillAgentsList() {
        AgentSessionList agentSessionList = queue.getAgentSessionList();
        agentSessionList.addAgentSessionListener(this);
        for (AgentSession agentSession : agentSessionList.getAgentSessions()) {
            if (!agentList.contains(agentSession)) {
                agentList.add(agentSession);
            }
        }
    }

    /**
     * Returns the max number of times a request may overflow. Once the request has exceded this
     * number it will be cancelled. This limit avoids infinite overflow loops.
     *
     * @return the max number of times a request may overflow.
     */
    private long getOverflowTimes() {
        return JiveGlobals.getIntProperty("xmpp.live.request.overflow", 3);
    }

    /**
     * Returns the number of milliseconds to wait until expiring an agent rejection.
     *
     * @return the number of milliseconds to wait until expiring an agent rejection.
     */
    private long getAgentRejectionTimeout() {
        return JiveGlobals.getIntProperty("xmpp.live.rejection.timeout", 20000);
    }

    public void notifySessionAdded(AgentSession session) {
        if (!agentList.contains(session)) {
            agentList.add(session);
        }
    }

    public void notifySessionRemoved(AgentSession session) {
        agentList.remove(session);
        for (Offer offer : offers) {
            offer.reject(session);
        }
    }

    public DispatcherInfo getDispatcherInfo() {
        return info;
    }

    public void setDispatcherInfo(DispatcherInfo info) throws UnauthorizedException {
        try {
            infoProvider.updateDispatcherInfo(queue.getID(), info);
            this.info = info;
        }
        catch (NotFoundException e) {
            logger.error(e);
        }
        catch (UnsupportedOperationException e) {
            logger.error(e);
        }
    }

    public int getOfferCount() {
        return offers.size();
    }

    public Iterator getOffers() {
        return offers.iterator();
    }

    public Iterator getOffers(WorkgroupResultFilter filter) {
        return filter.filter(offers.iterator());
    }

    public String getProperty(String name) {
        return properties.getProperty(name);
    }

    public void setProperty(String name, String value) throws UnauthorizedException {
        properties.setProperty(name, value);
    }

    public void deleteProperty(String name) throws UnauthorizedException {
        properties.deleteProperty(name);
    }

    public Collection<String> getPropertyNames() {
        return properties.getPropertyNames();
    }

    public AgentSelector getAgentSelector() {
        return agentSelector;
    }

    public void setAgentSelector(AgentSelector agentSelector) {
        this.agentSelector = agentSelector;
        // Delete all agentSelectorproperties.
        try {
            for (String property : getPropertyNames()) {
               if (property.startsWith("agentSelector")) {
                   deleteProperty(property);
               }
            }
        }
        catch (Exception e) {
           logger.error(e);
       }
        // Save the agentSelectoras a property of the dispatcher
        try {
            Map<String, String> propertyMap = getPropertiesMap(agentSelector, "agentSelector.");
            for (Map.Entry<String, String> entry : propertyMap.entrySet()) {
                setProperty(entry.getKey(), entry.getValue());
            }
        }
        catch (Exception e) {
           logger.error(e);
       }
    }

    private Map<String, String> getPropertiesMap(AgentSelector agentSelector, String context) {
        // Build the properties map that will be saved later
        Map<String, String> propertyMap = new HashMap<String, String>();
        // Write out class name
        propertyMap.put(context + "className", agentSelector.getClass().getName());

        // Write out all properties
        Map<String, String> props = BeanUtils.getProperties(agentSelector);
        for (Map.Entry<String, String> entry : props.entrySet()) {
            String name = entry.getKey();
            String value = entry.getValue();
            if (value != null && !"".equals(value)) {
                propertyMap.put(context + "properties." + name, value);
            }
        }
        return propertyMap;
    }

    private void loadAgentSelector() {
        try {
            String context = "agentSelector.";
            String className = getProperty(context + "className");
            if (className == null) {
                // Do nothing and use the BasicAgentSelector
                return;
            }
            Class agentSelectorClass = loadClass(className);
            agentSelector = (AgentSelector) agentSelectorClass.newInstance();

            // Load properties.
            Collection<String> props = getChildrenPropertyNames(context + "properties", getPropertyNames());
            Map<String, String> agentSelectorProps = new HashMap<String, String>();

            for (String key : props) {
                String value = getProperty(key);
                // Get the bean property name, which is everything after the last '.' in the
                // xml property name.
                agentSelectorProps.put(key.substring(key.lastIndexOf(".")+1), value);
            }

            // Set properties on the bean
            BeanUtils.setProperties(agentSelector, agentSelectorProps);
        }
        catch (Exception e) {
            logger.error(e);
        }
    }

    private Class loadClass(String className) throws ClassNotFoundException {
        try {
            return ClassUtils.forName(className);
        }
        catch (ClassNotFoundException e) {
            return this.getClass().getClassLoader().loadClass(className);
        }
    }

    /**
     * Returns a child property names given a parent and an Iterator of property names.
     *
     * @param parent parent property name.
     * @param properties all property names to search.
     * @return an Iterator of child property names.
     */
    private static Collection<String> getChildrenPropertyNames(String parent, Collection<String> properties) {
        List<String> results = new ArrayList<String>();
        for (String name : properties) {
            if (name.startsWith(parent) && !name.equals(parent)) {
                results.add(name);
            }
        }
        return results;
    }

    public void shutdown() {
        // Do nothing
    }

}