UCMA 如何在遇忙信号和终止信号之前检测呼叫响铃持续时间并转移呼叫？

Posted 2023-02-24

【中文标题】UCMA 如何在遇忙信号和终止信号之前检测呼叫响铃持续时间并转移呼叫？

【英文标题】：UCMA How to detect call ring duration and transfer call before busy signal and terminate?

【发布时间】：2019-02-04 13:44:46

【问题描述】：

我有一个自助转接的 b2b 电话。如果无人接听或座席忙，无法接听电话，我想转接到另一个空闲座席。我订阅了拨出呼叫段的临时响应接收，也订阅了 StateChanged。所以我可以看到呼叫何时响铃以及何时从响铃过渡到终止。如何在呼叫进入终止状态之前将此呼叫转移/转发到另一个座席。有没有办法计算响铃持续时间？或者在我可以进一步转移之前设置响铃限制？

// Create the outbound call between UCMA and the agent.
        _outboundAVCall = new AudioVideoCall(_outboundConversation);
        // Register for notification of the StateChanged event on the outbound call. 
        _outboundAVCall.StateChanged += new EventHandler<CallStateChangedEventArgs>(outboundAVCall_StateChanged);
        _outboundAVCall.ProvisionalResponseReceived += new EventHandler<CallProvisionalResponseReceivedEventArgs>(OnOutProvisionalResponseReceived);
        //_outboundAVCall.

        InitiateBackToBackCall(incomingCall, _outboundAVCall);

        _outboundCallLeg = new BackToBackCallSettings(outboundCall, _destinationSipUrit);

        incomingCall.StateChanged += new EventHandler<CallStateChangedEventArgs>(inboundAVCall_StateChanged);
        incomingCall.ProvisionalResponseReceived += new EventHandler<CallProvisionalResponseReceivedEventArgs>(OnInProvisionalResponseReceived);

        // incomingCallLeg.StateChanged += OnCallStateChanged;

        // Create a new conversation for the incoming call leg.
        _inboundConversation = new Conversation(incomingCall.Conversation.Endpoint);

        _inboundCallLeg = new BackToBackCallSettings(incomingCall);

        LogHelper.Log(LogTarget.FileEvent, "Status of incomming call:" + incomingCall.State.ToString());
        LogHelper.Log(LogTarget.FileEvent, "Status of incommoutgoing call:" + outboundCall.State.ToString());

        // Create the back-to-back call instance.
        // Note that you need a Destination URI for the outgoing call leg, but not for the incoming call leg.
        _b2bCall = new BackToBackCall(_inboundCallLeg, _outboundCallLeg);
        // Begin the back-to-back session; provide a destination.
        try
        
            IAsyncResult result = _b2bCall.BeginEstablish(BeginEstablishCB, _b2bCall);
            /* IAsyncResult result = _b2bCall.BeginEstablish(
                delegate(IAsyncResult ar)
            
                _b2bCall.EndEstablish(ar);
                _waitForB2BCallToEstablish.Set();
            , _b2bCall);*/
        
        catch (InvalidOperationException ioe)
        
            LogHelper.Log(LogTarget.FileEvent, "_b2bCall must be in the Idle state." + ioe.Message.ToString(),1);
        
        _waitForB2BCallToEstablish.WaitOne();

【问题讨论】：

我发现我必须接听未接听或忙的接听电话并尝试重新接听电话。我试过以下代码：``

【参考方案1】：

我必须添加代码来处理将发生的异常

 private void SelfTransferCompleted(IAsyncResult asyncResult)
        
            Exception exceptionCaught = null;
           // bool exceptionEncountered = true;
            try
            
                _flow.Call.EndTransfer(asyncResult);
                //Self Transfer has completed. successfully.
                exceptionEncountered = false;
                LogHelper.Log(LogTarget.FileEvent, "IVR Menu Ended self tranfer for call>" +_flow.Call.CallId);
                // cleaning up atten
                string sqlstring = "update astsxqueue set uniqueid ='" + _server.b2bCallDelId + "' where uniqueid='" + _flow.Call.CallId + "';";
                LogHelper.Log(LogTarget.FileEvent, sqlstring);
                _server.mconnector.mysqlqueryruner(sqlstring);

            
            catch (OperationTimeoutException orte)
            
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted Operation Timeout Exception: " + orte.ToString(), 2);
                exceptionCaught = orte;
                exceptionEncountered = true;
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Trying to transfer to other agent...", 2);
                RetrieveCallAfterTransferFailure();
                //_flow.Call.BeginTransfer("tel:+123456", null/*transferOptions*/, this.SelfTransferCompleted, _flow.Call);
                // _inboundAVCall.Flow.Call.BeginTransfer("tel:+123456", _server.EndTransferCall, _inboundAVCall.Flow.Call);
                //_flow.Call.BeginTransfer("tel:+123456", _server.EndTransferCall, _flow.Call);
                // Wait for the call to complete the transfer.
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Waiting for transfer to complete...");
                _server._waitForTransferComplete.WaitOne();
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Transfer completed.");

            


            catch (FailureResponseException frte)
            
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Failure Exception = 0" + frte.ToString(), 2);
                exceptionCaught = frte;
                exceptionEncountered = true;
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Trying to transfer to other agent...", 2);
                //_flow.Call.BeginTransfer("tel:+123456", null/*transferOptions*/, this.SelfTransferCompleted, _flow.Call);
                // _inboundAVCall.Flow.Call.BeginTransfer("tel:+123456", _server.EndTransferCall, _inboundAVCall.Flow.Call);
                //_flow.Call.BeginTransfer("tel:+123456", _server.EndTransferCall, _flow.Call);
                // Wait for the call to complete the transfer.
                RetrieveCallAfterTransferFailure();
                LogHelper.Log(LogTarget.FileEvent, "Waiting for transfer to complete...");
                _server._waitForTransferComplete.WaitOne();
                LogHelper.Log(LogTarget.FileEvent, "Transfer completed.");

            

            catch (RealTimeException rte)
            
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Realtime Exception = 0" + rte.ToString(),2);
                exceptionCaught = rte;
                exceptionEncountered = true;
                LogHelper.Log(LogTarget.FileEvent, "IVR SelfTransferCompleted  Trying to transfer to other agent...", 2);
                RetrieveCallAfterTransferFailure();
                LogHelper.Log(LogTarget.FileEvent, "IVR Call is retreived waiting a bit...", 2);
               // Thread.Sleep(2000);
                LogHelper.Log(LogTarget.FileEvent, "IVR Call is retreived time passed...", 2);
               // _flow.EndHold(null);

             //   _speechSynthesizer.Speak("We did not get to a green agent. Please retry your option!");  //TEXT TO SPEEECH!
              // SpeakMenuOptions();
             // toneController.ToneReceived += toneController_ToneReceived;
                // Wait for the call to complete the transfer.
                LogHelper.Log(LogTarget.FileEvent, "Waiting for transfer to complete...");
                //_server._waitForTransferComplete.Set();
                LogHelper.Log(LogTarget.FileEvent, "Transfer completed.");

            

        
        private void RetrieveCallAfterTransferFailure()
        
            // Take the call off of hold after a transfer fails.
            LogHelper.Log(LogTarget.FileEvent, "IVR Trying to retrive from Self transfer ...", 2);

            try
            
                _flow.BeginRetrieve(retrieveResult =>
                
                    try
                    
                        LogHelper.Log(LogTarget.FileEvent, "IVR  Trying to retrive from Self transfer ...", 2);
                        Thread.Sleep(1000);

                        _flow.EndRetrieve(retrieveResult);

                        LogHelper.Log(LogTarget.FileEvent, "IVR  Successfully retrieved call. Waiting a bit");
                        LogHelper.Log(LogTarget.FileEvent, "IVR Call is retreived time passed...", 1);
                        //_flow.EndHold(retrieveResult);
                        Thread.Sleep(2000);
           //             _flow.EndRetrieve(retrieveResult);
               //         _speechSynthesizer.Speak("A green agent is busy. Please retry your option!");  //TEXT TO SPEEECH!
                 //       SpeakMenuOptions();
                   //    toneController.ToneReceived += toneController_ToneReceived;


                    
                    catch (RealTimeException rtex)
                    
                        LogHelper.Log(LogTarget.FileEvent, "IVR  Failed retrieving call." + rtex);
                    
                ,
                null);
            
            catch (InvalidOperationException ioex)
            
                LogHelper.Log(LogTarget.FileEvent, "IVR Failed retrieving call."+ ioex);
            
        

添加上述代码后，我可以正常工作了。

谢谢。