[NEW][Enterprise] Omnichannel On-Hold Queue (#20945)
* Add settings for on-hold feature * Add On-Hold Section within Sidebar * On hold room UI * OnHold - Automatic * Add Manual on-hold button UI * OnHold - manual - Start manual On-Hold timer after agent reply - Stop manual On-Hold timer on visitor message - Show manual On-Hold Option when timer expires * Handle manual On-Hold event * Add permissions to manual on-hold feature * [New] Auto-Close On hold chats * Routing chat when an on-hold get is resumed * Apply suggestions from code review * Apply suggestions from code review * Add migration * Add new endpoint - livechat/placeChatOnHold * Move Resume Button login within livechatReadOnly file * Remove timeout on Manual On-Hold feature - From now on, the On-Hold option will appear within visitor Info panel, provided the agent has sent the last message * Apply suggestions from code review * Move resume On-Hold chat logic inside Queue Manager * Apply suggestions from code review Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com> * Apply suggestions from code review * Use takeInquiry() to resume On-Hold chats * Fix failing test case * Minor improvements. * [Regression] Omnichannel On Hold feature - handle following impacted events - Returning chat to the queue - Forwarding chats - Closing chats * Fix failing test cases * Revert "[Regression] Omnichannel On hold Queue" * Prevent on hold chat from being returned or forwarded (cherry picked from commit 2edcb8234224ebad2b479282da3f9be6a5626db6) * Move checks to Livechat methods * Add releaseOnHoldChat() method * Fix callback returning promise. Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>pull/20512/merge
Murtaza Patrawala
4 years ago
committed by
GitHub
parent
6acb8ed371
commit
297dc068ce
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import { Meteor } from 'meteor/meteor'; |
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import { API } from '../../../../../app/api/server'; |
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import { hasPermission } from '../../../../../app/authorization'; |
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import { Subscriptions, LivechatRooms } from '../../../../../app/models/server'; |
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import { LivechatEnterprise } from '../lib/LivechatEnterprise'; |
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API.v1.addRoute('livechat/room.onHold', { authRequired: true }, { |
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post() { |
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const { roomId } = this.bodyParams; |
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if (!roomId || roomId.trim() === '') { |
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return API.v1.failure('Invalid room Id'); |
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} |
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if (!this.userId || !hasPermission(this.userId, 'on-hold-livechat-room')) { |
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return API.v1.failure('Not authorized'); |
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} |
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const room = LivechatRooms.findOneById(roomId); |
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if (!room || room.t !== 'l') { |
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return API.v1.failure('Invalid room Id'); |
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} |
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if (room.onHold) { |
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return API.v1.failure('Room is already On-Hold'); |
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} |
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const user = Meteor.user(); |
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const subscription = Subscriptions.findOneByRoomIdAndUserId(roomId, user._id, { _id: 1 }); |
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if (!subscription && !hasPermission(this.userId, 'on-hold-others-livechat-room')) { |
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return API.v1.failure('Not authorized'); |
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} |
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LivechatEnterprise.placeRoomOnHold(room); |
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return API.v1.success(); |
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}, |
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}); |
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import { TAPi18n } from 'meteor/rocketchat:tap-i18n'; |
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import { callbacks } from '../../../../../app/callbacks/server'; |
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import { settings } from '../../../../../app/settings/server'; |
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import { AutoCloseOnHoldScheduler } from '../lib/AutoCloseOnHoldScheduler'; |
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const DEFAULT_CLOSED_MESSAGE = TAPi18n.__('Closed_automatically'); |
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let autoCloseOnHoldChatTimeout = 0; |
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let customCloseMessage = DEFAULT_CLOSED_MESSAGE; |
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const handleAfterOnHold = async (room: any = {}): Promise<any> => { |
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const { _id: rid } = room; |
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if (!rid) { |
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return; |
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} |
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if (!autoCloseOnHoldChatTimeout || autoCloseOnHoldChatTimeout <= 0) { |
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return; |
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} |
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await AutoCloseOnHoldScheduler.scheduleRoom(room._id, autoCloseOnHoldChatTimeout, customCloseMessage); |
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}; |
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settings.get('Livechat_auto_close_on_hold_chats_timeout', (_, value) => { |
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autoCloseOnHoldChatTimeout = value as number; |
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if (!value || value <= 0) { |
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callbacks.remove('livechat:afterOnHold', 'livechat-auto-close-on-hold'); |
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} |
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callbacks.add('livechat:afterOnHold', handleAfterOnHold, callbacks.priority.HIGH, 'livechat-auto-close-on-hold'); |
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}); |
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settings.get('Livechat_auto_close_on_hold_chats_custom_message', (_, value) => { |
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customCloseMessage = value as string || DEFAULT_CLOSED_MESSAGE; |
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}); |
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import { callbacks } from '../../../../../app/callbacks/server'; |
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import { LivechatEnterprise } from '../lib/LivechatEnterprise'; |
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const handleAfterOnHoldChatResumed = async (room: any): Promise<void> => { |
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if (!room || !room._id || !room.onHold) { |
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return; |
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} |
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LivechatEnterprise.releaseOnHoldChat(room); |
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}; |
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callbacks.add('livechat:afterOnHoldChatResumed', handleAfterOnHoldChatResumed, callbacks.priority.HIGH, 'livechat-after-on-hold-chat-resumed'); |
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import { callbacks } from '../../../../../app/callbacks/server'; |
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import { LivechatInquiry, Subscriptions, LivechatRooms } from '../../../../../app/models/server'; |
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import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager'; |
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const handleOnAgentAssignmentFailed = async ({ inquiry, room }: { inquiry: any; room: any }): Promise<any> => { |
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if (!inquiry || !room || !room.onHold) { |
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return; |
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} |
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const { _id: roomId, servedBy } = room; |
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const { _id: inquiryId } = inquiry; |
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LivechatInquiry.readyInquiry(inquiryId); |
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LivechatInquiry.removeDefaultAgentById(inquiryId); |
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LivechatRooms.removeAgentByRoomId(roomId); |
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if (servedBy?._id) { |
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Subscriptions.removeByRoomIdAndUserId(roomId, servedBy._id); |
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} |
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const newInquiry = LivechatInquiry.findOneById(inquiryId); |
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await queueInquiry(room, newInquiry); |
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}; |
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callbacks.add('livechat.onAgentAssignmentFailed', handleOnAgentAssignmentFailed, callbacks.priority.HIGH, 'livechat-agent-assignment-failed'); |
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import { Meteor } from 'meteor/meteor'; |
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import { callbacks } from '../../../../../app/callbacks/server'; |
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import { LivechatRooms } from '../../../../../app/models/server'; |
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const handleAfterSaveMessage = (message, { _id: rid }) => { |
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// skips this callback if the message was edited
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if (message.editedAt) { |
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return message; |
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} |
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// if the message has a type means it is a special message (like the closing comment), so skips
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if (message.t) { |
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return message; |
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} |
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// Need to read the room every time, the room object is not updated
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const room = LivechatRooms.findOneById(rid, { t: 1, v: 1, onHold: 1 }); |
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if (!room) { |
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return message; |
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} |
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// message valid only if it is a livechat room
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if (!(typeof room.t !== 'undefined' && room.t === 'l' && room.v && room.v.token)) { |
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return message; |
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} |
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// if a visitor sends a message in room which is On Hold
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if (message.token && room.onHold) { |
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Meteor.call('livechat:resumeOnHold', rid, { clientAction: false }); |
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} |
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return message; |
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}; |
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callbacks.add('afterSaveMessage', handleAfterSaveMessage, callbacks.priority.HIGH, 'livechat-resume-on-hold'); |
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import Agenda from 'agenda'; |
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import { MongoInternals } from 'meteor/mongo'; |
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import { Meteor } from 'meteor/meteor'; |
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import moment from 'moment'; |
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import { Livechat } from '../../../../../app/livechat/server'; |
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import { LivechatRooms, Users } from '../../../../../app/models/server'; |
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const schedulerUser = Users.findOneById('rocket.cat'); |
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const SCHEDULER_NAME = 'omnichannel_auto_close_on_hold_scheduler'; |
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class AutoCloseOnHoldSchedulerClass { |
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scheduler: Agenda; |
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running: boolean; |
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public init(): void { |
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if (this.running) { |
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return; |
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} |
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this.scheduler = new Agenda({ |
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mongo: (MongoInternals.defaultRemoteCollectionDriver().mongo as any).client.db(), |
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db: { collection: SCHEDULER_NAME }, |
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defaultConcurrency: 1, |
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}); |
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this.scheduler.start(); |
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this.running = true; |
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} |
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public async scheduleRoom(roomId: string, timeout: number, comment: string): Promise<void> { |
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await this.unscheduleRoom(roomId); |
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const jobName = `${ SCHEDULER_NAME }-${ roomId }`; |
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const when = moment(new Date()).add(timeout, 's').toDate(); |
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this.scheduler.define(jobName, this.executeJob.bind(this)); |
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await this.scheduler.schedule(when, jobName, { roomId, comment }); |
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} |
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public async unscheduleRoom(roomId: string): Promise<void> { |
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const jobName = `${ SCHEDULER_NAME }-${ roomId }`; |
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await this.scheduler.cancel({ name: jobName }); |
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} |
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private async executeJob({ attrs: { data } }: any = {}): Promise<void> { |
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const { roomId, comment } = data; |
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const payload = { |
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user: schedulerUser, |
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room: LivechatRooms.findOneById(roomId), |
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comment, |
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options: {}, |
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visitor: undefined, |
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}; |
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Livechat.closeRoom(payload); |
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} |
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} |
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export const AutoCloseOnHoldScheduler = new AutoCloseOnHoldSchedulerClass(); |
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Meteor.startup(() => { |
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AutoCloseOnHoldScheduler.init(); |
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}); |
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import { Meteor } from 'meteor/meteor'; |
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import { LivechatRooms, LivechatInquiry } from '../../../../../app/models/server'; |
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import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager'; |
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import { callbacks } from '../../../../../app/callbacks/server'; |
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Meteor.methods({ |
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async 'livechat:resumeOnHold'(roomId, options = { clientAction: false }) { |
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const room = await LivechatRooms.findOneById(roomId); |
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if (!room || room.t !== 'l') { |
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throw new Meteor.Error('error-invalid-room', 'Invalid room', { method: 'livechat:resumeOnHold' }); |
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} |
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if (!room.onHold) { |
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throw new Meteor.Error('room-closed', 'Room is not OnHold', { method: 'livechat:resumeOnHold' }); |
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} |
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const { servedBy: { _id: agentId, username } } = room; |
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const inquiry = LivechatInquiry.findOneByRoomId(roomId, {}); |
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if (!inquiry) { |
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throw new Meteor.Error('inquiry-not-found', 'Error! No inquiry found for this room', { method: 'livechat:resumeOnHold' }); |
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} |
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await RoutingManager.takeInquiry(inquiry, { agentId, username }, options); |
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const updatedRoom = LivechatRooms.findOneById(roomId); |
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updatedRoom && Meteor.defer(() => callbacks.run('livechat:afterOnHoldChatResumed', updatedRoom)); |
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}, |
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}); |
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import { Migrations } from '../../../app/migrations/server'; |
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import { Settings } from '../../../app/models/server'; |
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Migrations.add({ |
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version: 219, |
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up() { |
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const SettingIds = { |
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old: 'Livechat_auto_close_abandoned_rooms', |
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new: 'Livechat_abandoned_rooms_action', |
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}; |
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const oldSetting = Settings.findOne({ _id: SettingIds.old }); |
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if (!oldSetting) { |
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return; |
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} |
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const oldValue = oldSetting.value; |
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const newValue = oldValue && oldValue === true ? 'close' : 'none'; |
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Settings.update({ |
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_id: SettingIds.new, |
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}, { |
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$set: { |
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value: newValue, |
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}, |
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}); |
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Settings.remove({ |
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_id: SettingIds.old, |
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}); |
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}, |
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}); |
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