feat: callback ticket features

2025-06-11 17:24:41 +08:00
parent 647367394d
commit 39e91bbbe0
8 changed files with 890 additions and 1 deletions
--- a/database/install/mf_callback_ticket.sql
+++ b/database/install/mf_callback_ticket.sql
@@ -0,0 +1,37 @@
+/*
+ Navicat Premium Data Transfer
+
+ Source Server         : omc@192.168.2.223-psap
+ Source Server Type    : MariaDB
+ Source Server Version : 100622 (10.6.22-MariaDB-0ubuntu0.22.04.1)
+ Source Host           : 192.168.2.223:33066
+ Source Schema         : omc_db
+
+ Target Server Type    : MariaDB
+ Target Server Version : 100622 (10.6.22-MariaDB-0ubuntu0.22.04.1)
+ File Encoding         : 65001
+
+ Date: 04/06/2025 10:50:08
+*/
+
+SET NAMES utf8mb4;
+SET FOREIGN_KEY_CHECKS = 0;
+
+-- ----------------------------
+-- Table structure for mf_callback_ticket
+-- ----------------------------
+DROP TABLE IF EXISTS `mf_callback_ticket`;
+CREATE TABLE `mf_callback_ticket`  (
+  `ticket_id` bigint(20) NOT NULL AUTO_INCREMENT COMMENT 'Ticket ID',
+  `caller_number` varchar(64) CHARACTER SET utf8mb4 COLLATE utf8mb4_general_ci NULL DEFAULT '0' COMMENT 'caller number',
+  `callee_number` varchar(64) CHARACTER SET utf8mb4 COLLATE utf8mb4_general_ci NULL DEFAULT NULL COMMENT 'callee number',
+  `status` enum('NEW','PENDING','IN_PROGRESS','FAILED','COMPLETED','TIMEOUT','RECREATED') CHARACTER SET utf8mb4 COLLATE utf8mb4_general_ci NULL DEFAULT 'NEW',
+  `agent_name` varchar(32) CHARACTER SET utf8mb4 COLLATE utf8mb4_general_ci NULL DEFAULT '' COMMENT 'agent name',
+  `comment` varchar(256) CHARACTER SET utf8mb4 COLLATE utf8mb4_general_ci NULL DEFAULT '' COMMENT 'comment for callback',
+  `msd_data` varchar(512) CHARACTER SET utf8mb4 COLLATE utf8mb4_general_ci NULL DEFAULT '0' COMMENT 'MSD data',
+  `created_at` bigint(20) NULL DEFAULT NULL COMMENT 'created at time',
+  `updated_at` bigint(20) NULL DEFAULT NULL COMMENT 'updated at time',
+  PRIMARY KEY (`ticket_id`) USING BTREE
+) ENGINE = InnoDB AUTO_INCREMENT = 103 CHARACTER SET = utf8mb4 COLLATE = utf8mb4_general_ci COMMENT = '用户信息表' ROW_FORMAT = Dynamic;
+
+SET FOREIGN_KEY_CHECKS = 1;
--- a/features/cdr/cdrevent.go
+++ b/features/cdr/cdrevent.go
@@ -1,10 +1,13 @@
 package cdr

 import (
+	"encoding/json"
 	"fmt"
 	"net/http"
 	"strings"
+	"time"

+	ueCallBackTicket "be.ems/features/ue/mf_callback_ticket"
 	"be.ems/lib/config"
 	"be.ems/lib/core/ctx"
 	"be.ems/lib/dborm"
@@ -73,5 +76,125 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 		}
 	}

+	// MF网元类型特殊处理, 未接电话的回拨工单流转处理
+	if neTypeLower == "mf" && cdrEvent.CDR["agentName"] == "" {
+		// 发送到MF网元
+		// 构造网元MF的API地址
+		url := fmt.Sprintf("http://%s:%d/ne/config/data?neType=%s&neId=%s&paramName=agents",
+			neInfo.IP, neInfo.Port, neInfo.NeType, neInfo.NeId)
+		// 发送HTTP请求获取座席列表
+		resp, err := http.Get(url)
+		if err != nil {
+			log.Error("Failed to get MF agents", err)
+			services.ResponseInternalServerError500ProcessError(w, err)
+			return
+		}
+		defer resp.Body.Close()
+
+		// 解析座席列表响应
+		var agentResp struct {
+			Code int `json:"code"`
+			Data []struct {
+				Domain   string `json:"domain"`
+				Index    int    `json:"index"`
+				Name     string `json:"name"`
+				Online   bool   `json:"online"`
+				Password string `json:"password"`
+			} `json:"data"`
+			Msg string `json:"msg"`
+		}
+
+		if err := json.NewDecoder(resp.Body).Decode(&agentResp); err != nil {
+			log.Error("Failed to decode MF agents response", err)
+			services.ResponseInternalServerError500ProcessError(w, err)
+			return
+		}
+
+		// 调用服务获取最新一个被分配工单的座席和下一个要分配的座席
+		mfService := ueCallBackTicket.NewCallbackTicketService()
+		lastAgent, err := mfService.GetLastAssignedAgent()
+		if err != nil {
+			log.Error("Failed to get last assigned agent", err)
+			// 可以继续执行，不返回错误
+		}
+
+		// 选择下一个要分配的座席
+		selectedAgent := mfService.SelectNextAgent(agentResp.Data, lastAgent)
+
+		// 创建回调工单
+		var updatedAt *int64 = nil
+		ticket := ueCallBackTicket.CallbackTicket{
+			CallerNumber: cdrEvent.CDR["callerParty"].(string),
+			CalleeNumber: cdrEvent.CDR["calledParty"].(string),
+			Status:       ueCallBackTicket.TicketStatusNew.Enum(),
+			AgentName:    selectedAgent,
+			Comment:      "",
+			MsdData:      cdrEvent.CDR["msdData"].(string),
+			CreatedAt:    time.Now().UnixMicro(),
+			UpdatedAt:    updatedAt,
+		}
+		if err := mfService.InsertCallbackTicket(ticket); err != nil {
+			log.Error("Failed to insert MF callback ticket", err)
+			// services.ResponseInternalServerError500ProcessError(w, err)
+			// return
+		}
+	}
+
+	// MF网元类型特殊处理, 处理座席回拨的工单流转
+	if neTypeLower == "mf" && cdrEvent.CDR["recordType"] == "MTC" {
+		// 获取座席号码(主叫)和被叫号码
+		agentNumber, ok1 := cdrEvent.CDR["callerParty"].(string)
+		callerNumber, ok2 := cdrEvent.CDR["calledParty"].(string)
+
+		if !ok1 || !ok2 {
+			log.Error("Invalid CDR format: missing callerParty or calledParty")
+			services.ResponseInternalServerError500ProcessError(w, fmt.Errorf("invalid CDR format"))
+			return
+		}
+
+		// 获取通话时长
+		callDuration, ok := cdrEvent.CDR["callDuration"].(float64)
+		if !ok {
+			// 尝试其他可能的类型
+			if durationInt, ok := cdrEvent.CDR["callDuration"].(int); ok {
+				callDuration = float64(durationInt)
+			} else {
+				log.Error("Invalid CDR format: callDuration is not a number")
+				services.ResponseInternalServerError500ProcessError(w, fmt.Errorf("invalid CDR format"))
+				return
+			}
+		}
+
+		// 通过座席号码和主叫号码查找符合条件的工单
+		mfService := ueCallBackTicket.NewCallbackTicketService()
+		ticket, err := mfService.FindCallbackTicketByAgentAndCaller(agentNumber, callerNumber)
+		if err != nil {
+			log.Error("Failed to find callback ticket", err)
+			services.ResponseInternalServerError500ProcessError(w, err)
+			return
+		}
+
+		if ticket == nil {
+			// 没有找到对应的工单，可能是手动呼叫，不处理
+			log.Warn(fmt.Sprintf("No callback ticket found for agent %s and caller %s", agentNumber, callerNumber))
+			services.ResponseStatusOK204NoContent(w)
+			return
+		}
+
+		// 获取通话信息
+		answerTime, _ := cdrEvent.CDR["answerTime"].(string)
+		releaseTime, _ := cdrEvent.CDR["releaseTime"].(string)
+		cause, _ := cdrEvent.CDR["cause"].(string)
+
+		// 处理回拨结果并更新工单
+		if err := mfService.ProcessCallbackResult(ticket, callDuration, answerTime, releaseTime, cause); err != nil {
+			log.Error("Failed to process callback result", err)
+			services.ResponseInternalServerError500ProcessError(w, err)
+			return
+		}
+
+		log.Info(fmt.Sprintf("Successfully processed callback for ticket %d", ticket.TicketId))
+	}
+
 	services.ResponseStatusOK204NoContent(w)
 }
--- a/features/ue/api.go
+++ b/features/ue/api.go
@@ -3,6 +3,7 @@
 package ue

 import (
+	"be.ems/features/ue/mf_callback_ticket"
 	"be.ems/features/ue/mf_calling"
 	"be.ems/lib/log"
 	"github.com/gin-gonic/gin"
@@ -14,5 +15,6 @@ func InitSubServiceRoute(r *gin.Engine) {
 	mfGroup := r.Group("/psap/v1/mf")

 	mf_calling.Register(mfGroup)
+	mf_callback_ticket.Register(mfGroup)
 	// register other sub modules routes
 }
--- a/features/ue/mf_callback_ticket/controller.go
+++ b/features/ue/mf_callback_ticket/controller.go
@@ -0,0 +1,155 @@
+package mf_callback_ticket
+
+import (
+	"strconv"
+
+	"be.ems/src/framework/i18n"
+	"be.ems/src/framework/middleware"
+	"be.ems/src/framework/utils/ctx"
+	"be.ems/src/framework/vo/result"
+	"github.com/gin-gonic/gin"
+)
+
+// @Description Register Routes for mf calling
+func Register(r *gin.RouterGroup) {
+
+	mfCallingGroup := r.Group("/ticket")
+	{
+		var m *CallbackTicket
+		mfCallingGroup.GET("/list",
+			middleware.PreAuthorize(nil),
+			m.List,
+		)
+		mfCallingGroup.PUT("/:ticketId",
+			middleware.PreAuthorize(nil),
+			m.Update,
+		)
+		mfCallingGroup.DELETE("/:ticketId",
+			middleware.PreAuthorize(nil),
+			m.Delete,
+		)
+		mfCallingGroup.GET("/:ticketId",
+			middleware.PreAuthorize(nil),
+			m.GetById,
+		)
+	}
+}
+
+func (m *CallbackTicket) List(c *gin.Context) {
+	language := ctx.AcceptLanguage(c)
+	neId := c.Query("neId")
+	if neId == "" {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+	var query CallbackTicketQuery
+	if err := c.ShouldBindQuery(&query); err != nil {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+
+	service := NewCallbackTicketService()
+	data, total, err := service.SelectCallbackTicket(query)
+	if err != nil {
+		c.JSON(500, result.ErrMsg(err.Error()))
+		return
+	}
+
+	c.JSON(200, result.Ok(gin.H{
+		"total": total,
+		"data":  data,
+	}))
+}
+
+// Update 更新回调工单
+func (m *CallbackTicket) Update(c *gin.Context) {
+	language := ctx.AcceptLanguage(c)
+
+	// 获取路径参数
+	ticketId := c.Param("ticketId")
+
+	// 绑定请求体
+	var ticket CallbackTicket
+	if err := c.ShouldBindJSON(&ticket); err != nil {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+
+	// 检查路径ID和请求体ID是否一致
+	if ticketId != "" {
+		id, err := strconv.ParseInt(ticketId, 10, 64)
+		if err != nil {
+			c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+			return
+		}
+		ticket.TicketId = id
+	}
+
+	service := NewCallbackTicketService()
+	if err := service.UpdateCallbackTicket(ticket); err != nil {
+		c.JSON(500, result.ErrMsg(err.Error()))
+		return
+	}
+
+	c.JSON(200, result.Ok(nil))
+}
+
+// Delete 删除回调工单
+func (m *CallbackTicket) Delete(c *gin.Context) {
+	language := ctx.AcceptLanguage(c)
+
+	// 获取路径参数
+	ticketId := c.Param("ticketId")
+	if ticketId == "" {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+
+	id, err := strconv.ParseInt(ticketId, 10, 64)
+	if err != nil {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+
+	service := NewCallbackTicketService()
+	if err := service.DeleteCallbackTicket(id); err != nil {
+		c.JSON(500, result.ErrMsg(err.Error()))
+		return
+	}
+
+	c.JSON(200, result.Ok(nil))
+}
+
+// GetById 根据ID获取回调工单
+func (m *CallbackTicket) GetById(c *gin.Context) {
+	language := ctx.AcceptLanguage(c)
+
+	// 获取路径参数
+	ticketId := c.Param("ticketId")
+	if ticketId == "" {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+
+	id, err := strconv.ParseInt(ticketId, 10, 64)
+	if err != nil {
+		c.JSON(400, result.CodeMsg(400, i18n.TKey(language, "app.common.err400")))
+		return
+	}
+
+	service := NewCallbackTicketService()
+	ticket, err := service.SelectCallbackTicketById(id)
+	if err != nil {
+		c.JSON(500, result.ErrMsg(err.Error()))
+		return
+	}
+
+	if ticket == nil {
+		c.JSON(404, result.CodeMsg(404, i18n.TKey(language, "app.common.err404")))
+		return
+	}
+
+	c.JSON(200, result.Ok(gin.H{
+		"ticket": ticket,
+	}))
+}
--- a/features/ue/mf_callback_ticket/model.go
+++ b/features/ue/mf_callback_ticket/model.go
@@ -0,0 +1,115 @@
+package mf_callback_ticket
+
+import (
+	"fmt"
+	"strconv"
+	"strings"
+)
+
+type TicketStatus int
+
+// TicketStatus 工单状态
+const (
+	TicketStatusNull TicketStatus = iota // 未知状态
+	TicketStatusNew
+	TicketStatusInProgress
+	// TicketStatusFailed
+	TicketStatusNoAnswer1
+	TicketStatusNoAnswer2
+	// TicketStatusBusy
+	// TicketStatusCancelled
+	TicketStatusTimeout
+	TicketStatusPending
+	// TicketStatusAnswered
+	// TicketStatusCompleted
+	TicketStatusClosed
+)
+
+func (ts TicketStatus) Enum() string {
+	switch ts {
+	case TicketStatusNull:
+		return "NULL"
+	case TicketStatusNew:
+		return "NEW"
+	case TicketStatusInProgress:
+		return "IN_PROGRESS"
+	case TicketStatusNoAnswer1:
+		return "NO_ANSWER_1"
+	case TicketStatusNoAnswer2:
+		return "NO_ANSWER_2"
+	case TicketStatusTimeout:
+		return "TIMEOUT"
+	case TicketStatusPending:
+		return "PENDING"
+	case TicketStatusClosed:
+		return "CLOSED"
+	// 如果没有匹配的状态，返回未知状态
+	default:
+		return "UNKNOWN"
+	}
+}
+
+func (ts TicketStatus) String() string {
+	return fmt.Sprintf("%d", ts)
+}
+
+// ParseCallTag 将字符串转换为 CallTag 枚举类型
+func ParseCallTag(s string) TicketStatus {
+	if i, err := strconv.Atoi(s); err == nil {
+		return TicketStatus(i)
+	}
+	// 如果转换失败，则按名称匹配（忽略大小写）
+	switch strings.ToLower(s) {
+	case "NULL":
+		return TicketStatusNull
+	case "NEW":
+		return TicketStatusNew
+	case "IN_PROGRESS":
+		return TicketStatusInProgress
+	case "NO_ANSWER_1":
+		return TicketStatusNoAnswer1
+	case "NO_ANSWER_2":
+		return TicketStatusNoAnswer2
+	case "TIMEOUT":
+		return TicketStatusTimeout
+	case "PENDING":
+		return TicketStatusPending
+	case "CLOSED":
+		return TicketStatusClosed
+	case "":
+		// 如果字符串为空，则返回未知状态
+		return TicketStatusNull
+	default:
+		// 默认返回未知状态
+		return TicketStatusNull
+	}
+}
+
+// CallbackTicketQuery 查询条件结构体
+type CallbackTicketQuery struct {
+	CallerNumber string `form:"callerNumber"`
+	AgentName    string `form:"agentName"`
+	Status       string `form:"status"`
+	StartTime    string `form:"startTime"` // 创建时间范围-起始
+	EndTime      string `form:"endTime"`   // 创建时间范围-结束
+	PageNum      int    `form:"pageNum" binding:"required"`
+	PageSize     int    `form:"pageSize" binding:"required"`
+}
+
+// @Description VoLTE用户信息
+type CallbackTicket struct {
+	TicketId     int64  `json:"ticketId" gorm:"column:ticket_id"`                        // 工单ID
+	CallerNumber string `json:"callerNumber" gorm:"column:caller_number"`                // 主叫号码
+	CalleeNumber string `json:"calleeNumber" gorm:"column:callee_number"`                // 被叫号码
+	Status       string `json:"status" gorm:"column:status"`                             // 工单状态
+	AgentName    string `json:"agentName" gorm:"column:agent_name"`                      // 坐席名称
+	Comment      string `json:"comment" gorm:"column:comment"`                           // 工单备注
+	MsdData      string `json:"msdData" gorm:"column:msd_data"`                          // MSD数据
+	CreatedAt    int64  `json:"createdAt" gorm:"column:created_at"`                      // 创建时间
+	UpdatedAt    *int64 `json:"updatedAt" gorm:"column:updated_at;autoUpdateTime:false"` // 更新时间
+}
+
+// TableName 表名称
+func (*CallbackTicket) TableName() string {
+	return "mf_callback_ticket"
+}
--- a/features/ue/mf_callback_ticket/service.go
+++ b/features/ue/mf_callback_ticket/service.go
@@ -0,0 +1,353 @@
+package mf_callback_ticket
+
+import (
+	"fmt"
+	"time"
+
+	"be.ems/lib/dborm"
+	"gorm.io/gorm"
+)
+
+type CallbackTicketService struct {
+	db *gorm.DB
+}
+
+// 构造函数示例
+func NewCallbackTicketService() *CallbackTicketService {
+	db := dborm.DefaultDB()
+	return &CallbackTicketService{db: db}
+}
+
+// SelectCallbackTicket 根据条件分页查询回调工单
+func (s *CallbackTicketService) SelectCallbackTicket(query CallbackTicketQuery) ([]CallbackTicket, int, error) {
+	var tickets []CallbackTicket
+	var total int64
+
+	db := s.db.Table("mf_callback_ticket")
+
+	if query.CallerNumber != "" {
+		db = db.Where("caller_number = ?", query.CallerNumber)
+	}
+	if query.AgentName != "" {
+		db = db.Where("agent_name = ?", query.AgentName)
+	}
+	if query.Status != "" {
+		db = db.Where("status = ?", query.Status)
+	}
+	if query.StartTime != "" && query.EndTime != "" {
+		db = db.Where("created_at BETWEEN ? AND ?", query.StartTime, query.EndTime)
+	} else if query.StartTime != "" {
+		db = db.Where("created_at >= ?", query.StartTime)
+	} else if query.EndTime != "" {
+		db = db.Where("created_at <= ?", query.EndTime)
+	}
+
+	// 统计总数
+	if err := db.Count(&total).Error; err != nil {
+		return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
+	}
+
+	// 分页查询
+	offset := (query.PageNum - 1) * query.PageSize
+	if err := db.Limit(query.PageSize).Offset(offset).Order("created_at desc").Find(&tickets).Error; err != nil {
+		return nil, 0, fmt.Errorf("failed to select callback tickets: %w", err)
+	}
+
+	return tickets, int(total), nil
+}
+
+// SelectCallbackTicketByPage 分页查询回调工单
+// @Description 分页查询回调工单
+// @param page 页码
+// @param pageSize 每页大小
+// @return []MfCallbackTicket 回调工单列表
+// @return int 总记录数
+// @return error 错误信息
+// @example
+// mfCallbackTicketService.SelectCallbackTicketByPage(1, 10)
+func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize int) ([]CallbackTicket, int, error) {
+	var tickets []CallbackTicket
+	var total int64
+
+	// 统计总数
+	if err := s.db.Table("mf_callback_ticket").Count(&total).Error; err != nil {
+		return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
+	}
+
+	// 分页查询
+	offset := (pageNum - 1) * pageSize
+	if err := s.db.Table("mf_callback_ticket").
+		Limit(pageSize).
+		Offset(offset).
+		Find(&tickets).Error; err != nil {
+		return nil, 0, fmt.Errorf("failed to select callback tickets: %w", err)
+	}
+
+	return tickets, int(total), nil
+}
+
+func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) error {
+	// 判断主叫号码是否已存在未处理完的工单
+	var existingCount int64
+	if err := s.db.Table("mf_callback_ticket").
+		Where("caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS')", ticket.CallerNumber).
+		Count(&existingCount).Error; err != nil {
+		return fmt.Errorf("failed to check existing tickets: %w", err)
+	}
+	// 如果存在未处理完的工单，返回错误
+	if existingCount > 0 {
+		return fmt.Errorf("caller %s already has a pending ticket", ticket.CallerNumber)
+	}
+	// 这里可以使用ORM或其他方式将ticket插入到数据库中
+	if err := s.db.Table("mf_callback_ticket").Create(&ticket).Error; err != nil {
+		return fmt.Errorf("failed to insert callback ticket: %w", err)
+	}
+	return nil
+}
+
+// SelectCallbackTicketById 根据工单ID查询回调工单
+// @Description 根据工单ID查询回调工单
+// @param ticketId 工单ID
+// @return *CallbackTicket 回调工单对象
+// @return error 错误信息
+// @example
+// mfCallbackTicketService.SelectCallbackTicketById(12345)
+func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*CallbackTicket, error) {
+	var ticket CallbackTicket
+	if err := s.db.Table("mf_callback_ticket").
+		Where("ticket_id = ?", ticketId).
+		First(&ticket).Error; err != nil {
+		if err == gorm.ErrRecordNotFound {
+			return nil, fmt.Errorf("callback ticket with ID %d not found", ticketId)
+		}
+		return nil, fmt.Errorf("failed to select callback ticket: %w", err)
+	}
+	return &ticket, nil
+}
+
+// UpdateCallbackTicket 更新回调工单
+// @Description 更新回调工单
+// @param ticket 回调工单对象
+// @return error 错误信息
+// @example
+// mfCallbackTicketService.UpdateCallbackTicket(ticket)
+func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) error {
+	if err := s.db.Table("mf_callback_ticket").
+		Where("ticket_id = ?", ticket.TicketId).
+		Updates(ticket).Error; err != nil {
+		return fmt.Errorf("failed to update callback ticket: %w", err)
+	}
+	return nil
+}
+
+// DeleteCallbackTicket 删除回调工单
+// @Description 删除回调工单
+// @param ticketId 工单ID
+// @return error 错误信息
+// @example
+// mfCallbackTicketService.DeleteCallbackTicket(12345)
+func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
+	if err := s.db.Table("mf_callback_ticket").
+		Where("ticket_id = ?", ticketId).
+		Delete(&CallbackTicket{}).Error; err != nil {
+		return fmt.Errorf("failed to delete callback ticket: %w", err)
+	}
+	return nil
+}
+
+// GetLastAssignedAgent 获取最近一个分配的座席名称
+// @Description 获取最近分配工单的座席名称
+// @return string 座席名称
+// @return error 错误信息
+func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
+	var lastTicket CallbackTicket
+	if err := s.db.Table("mf_callback_ticket").
+		Where("agent_name <> ''").
+		Order("created_at DESC").
+		First(&lastTicket).Error; err != nil {
+		if err == gorm.ErrRecordNotFound {
+			// 没有记录属于正常情况，返回空字符串
+			return "", nil
+		}
+		return "", fmt.Errorf("failed to query last ticket: %w", err)
+	}
+
+	return lastTicket.AgentName, nil
+}
+
+// SelectNextAgent 根据上一个座席和座席列表选择下一个座席
+// @Description 选择下一个要分配的座席
+// @param agents 座席列表
+// @param lastAgentName 上一个座席名称
+// @return string 下一个座席名称
+func (s *CallbackTicketService) SelectNextAgent(agents []struct {
+	Domain   string `json:"domain"`
+	Index    int    `json:"index"`
+	Name     string `json:"name"`
+	Online   bool   `json:"online"`
+	Password string `json:"password"`
+}, lastAgentName string) string {
+	if len(agents) == 0 {
+		return ""
+	}
+
+	// 默认选第一个座席
+	selectedAgent := agents[0].Name
+
+	// 如果没有上一个座席，直接返回第一个
+	if lastAgentName == "" {
+		return selectedAgent
+	}
+
+	// 找到上一个座席的下一个
+	foundLastAgent := false
+	for i, agent := range agents {
+		if foundLastAgent {
+			// 找到上一个座席的下一个
+			return agent.Name
+		}
+		if agent.Name == lastAgentName {
+			foundLastAgent = true
+			// 如果是最后一个座席，则循环回第一个
+			if i == len(agents)-1 {
+				return agents[0].Name
+			}
+		}
+	}
+
+	// 如果没找到上一个座席(可能被删除了)，使用第一个座席
+	return selectedAgent
+}
+
+// FindCallbackTicketByAgentAndCaller 通过座席号码和主叫号码查找符合条件的工单
+// @Description 通过座席号码和主叫号码查找符合条件的工单
+// @param agentName 座席号码
+// @param callerNumber 主叫号码
+// @return *CallbackTicket 回调工单对象
+// @return error 错误信息
+func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName string, callerNumber string) (*CallbackTicket, error) {
+	var ticket CallbackTicket
+
+	if err := s.db.Table("mf_callback_ticket").
+		Where("agent_name = ? AND caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS', 'NO_ANSWER_1', 'NO_ANSWER_2')",
+			agentName, callerNumber).
+		Order("created_at DESC").
+		First(&ticket).Error; err != nil {
+		if err == gorm.ErrRecordNotFound {
+			return nil, nil // 没有找到记录，返回nil, nil
+		}
+		return nil, fmt.Errorf("failed to find callback ticket: %w", err)
+	}
+
+	return &ticket, nil
+}
+
+// ProcessCallbackResult 处理回拨结果并更新工单
+// @Description 处理回拨结果并更新工单状态
+// @param ticket 要更新的工单
+// @param callDuration 通话时长
+// @param answerTime 应答时间
+// @param releaseTime 释放时间
+// @param cause 释放原因
+// @return error 错误信息
+func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, callDuration float64, answerTime string, releaseTime string, cause string) error {
+	if ticket == nil {
+		return fmt.Errorf("ticket cannot be nil")
+	}
+
+	// 构建更新信息
+	now := time.Now().UnixMicro()
+	updatedTicket := CallbackTicket{
+		TicketId:  ticket.TicketId,
+		UpdatedAt: &now,
+	}
+
+	// 构建评论内容
+	comment := fmt.Sprintf("回拨时间: %s, 释放时间: %s, 原因: %s", answerTime, releaseTime, cause)
+
+	// 根据通话时长判断处理结果
+	if callDuration > 0 {
+		// 通话已接通，标记为已处理完毕
+		updatedTicket.Status = TicketStatusClosed.Enum()
+		updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 已接通并完成", comment, callDuration)
+	} else {
+		// 通话未接通，根据当前状态修改为相应状态
+		switch ticket.Status {
+		case TicketStatusNew.Enum(), TicketStatusInProgress.Enum():
+			// 第一次未接通
+			updatedTicket.Status = TicketStatusNoAnswer1.Enum()
+			updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 第一次未接通", comment, callDuration)
+		case TicketStatusNoAnswer1.Enum():
+			// 第二次未接通
+			updatedTicket.Status = TicketStatusNoAnswer2.Enum()
+			updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 第二次未接通", comment, callDuration)
+		case TicketStatusNoAnswer2.Enum():
+			// 第三次未接通，挂起
+			updatedTicket.Status = TicketStatusPending.Enum()
+			updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 多次未接通，工单挂起", comment, callDuration)
+		default:
+			// 其他状态保持不变
+			updatedTicket.Status = ticket.Status
+			updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 未知状态", comment, callDuration)
+		}
+	}
+
+	// 更新工单
+	if err := s.db.Table("mf_callback_ticket").
+		Where("ticket_id = ?", ticket.TicketId).
+		Updates(updatedTicket).Error; err != nil {
+		return fmt.Errorf("failed to update callback ticket: %w", err)
+	}
+
+	return nil
+}
+
+// FindTimeoutTickets 查询指定状态的超时工单
+// @Description 查询指定状态且超过指定时间未处理的工单
+// @param status 工单状态
+// @param timeoutMicros 超时时间(微秒)
+// @return []CallbackTicket 超时工单列表
+// @return error 错误信息
+func (s *CallbackTicketService) FindTimeoutTickets(status string, timeoutMicros int64) ([]CallbackTicket, error) {
+	// 计算超时时间点
+	nowMicros := time.Now().UnixMicro()
+	timeoutBeforeMicros := nowMicros - timeoutMicros
+
+	// 查询超时的工单
+	var tickets []CallbackTicket
+	if err := s.db.Table("mf_callback_ticket").
+		Where("status = ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
+			status, timeoutBeforeMicros, timeoutBeforeMicros).
+		Find(&tickets).Error; err != nil {
+		return nil, fmt.Errorf("查询超时工单失败: %w", err)
+	}
+
+	return tickets, nil
+}
+
+// UpdateTicketToTimeout 将工单状态更新为超时
+// @Description 将指定工单更新为超时状态，并添加备注信息
+// @param ticket 要更新的工单
+// @param originalStatus 原工单状态
+// @return error 错误信息
+func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, originalStatus string) error {
+	if ticket == nil {
+		return fmt.Errorf("ticket cannot be nil")
+	}
+
+	now := time.Now().UnixMicro()
+	updatedTicket := CallbackTicket{
+		TicketId:  ticket.TicketId,
+		Status:    TicketStatusTimeout.Enum(),
+		Comment:   fmt.Sprintf("%s - 工单状态为 %s 处理超时，系统自动更新为超时状态", ticket.Comment, originalStatus),
+		UpdatedAt: &now,
+	}
+
+	if err := s.db.Table("mf_callback_ticket").
+		Where("ticket_id = ?", ticket.TicketId).
+		Updates(updatedTicket).Error; err != nil {
+		return fmt.Errorf("更新工单 %d 状态失败: %w", ticket.TicketId, err)
+	}
+
+	return nil
+}
--- a/features/ue/mf_calling/controller.go
+++ b/features/ue/mf_calling/controller.go
@@ -16,7 +16,7 @@ func Register(r *gin.RouterGroup) {
 	mfCallingGroup := r.Group("/callings")
 	{
 		var m *MfCallingInfo
-		mfCallingGroup.GET("/:neId/list",
+		mfCallingGroup.GET("/list",
 			middleware.PreAuthorize(nil),
 			m.List,
 		)
--- a/src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
+++ b/src/modules/crontask/processor/psap_ticket_monitor/psap_ticket_monitor.go
@@ -0,0 +1,104 @@
+package psap_ticket_monitor
+
+import (
+	ueCallBackTicket "be.ems/features/ue/mf_callback_ticket"
+	"be.ems/lib/log"
+	"be.ems/src/framework/cron"
+	"be.ems/src/framework/logger"
+)
+
+var NewProcessor = &PsapTicketMonitor{
+	callbackTicketService: ueCallBackTicket.NewCallbackTicketService(),
+	count:                 0,
+}
+
+// PsapTicketMonitor 工单处理超时监控
+type PsapTicketMonitor struct {
+	callbackTicketService *ueCallBackTicket.CallbackTicketService // 回调工单服务
+	count                 int                                     // 执行次数
+}
+
+func (s *PsapTicketMonitor) Execute(data any) (any, error) {
+	s.count++ // 执行次数加一
+	options := data.(cron.JobData)
+	sysJob := options.SysJob
+	logger.Infof("执行工单监控任务 %v 任务ID %s", options.Repeat, sysJob.JobID)
+
+	// 返回结果，用于记录执行结果
+	result := map[string]any{
+		"count": s.count,
+	}
+
+	// 处理超时的NEW状态工单 (30分钟)
+	newTicketsUpdated, err := s.handleTimeoutTickets(
+		ueCallBackTicket.TicketStatusNew.Enum(),
+		30*60*1000000, // 30分钟(微秒)
+	)
+	if err != nil {
+		logger.Errorf("处理NEW状态超时工单失败: %v", err)
+	}
+	result["newTicketsUpdated"] = newTicketsUpdated
+
+	// 处理超时的IN_PROGRESS状态工单 (60分钟)
+	inProgressTicketsUpdated, err := s.handleTimeoutTickets(
+		ueCallBackTicket.TicketStatusInProgress.Enum(),
+		60*60*1000000, // 60分钟(微秒)
+	)
+	if err != nil {
+		logger.Errorf("处理IN_PROGRESS状态超时工单失败: %v", err)
+	}
+	result["inProgressTicketsUpdated"] = inProgressTicketsUpdated
+
+	// 处理超时的NO_ANSWER_1状态工单 (4小时)
+	noAnswer1TicketsUpdated, err := s.handleTimeoutTickets(
+		ueCallBackTicket.TicketStatusNoAnswer1.Enum(),
+		4*60*60*1000000, // 4小时(微秒)
+	)
+	if err != nil {
+		logger.Errorf("处理NO_ANSWER_1状态超时工单失败: %v", err)
+	}
+	result["noAnswer1TicketsUpdated"] = noAnswer1TicketsUpdated
+
+	// 处理超时的NO_ANSWER_2状态工单 (8小时)
+	noAnswer2TicketsUpdated, err := s.handleTimeoutTickets(
+		ueCallBackTicket.TicketStatusNoAnswer2.Enum(),
+		8*60*60*1000000, // 8小时(微秒)
+	)
+	if err != nil {
+		logger.Errorf("处理NO_ANSWER_2状态超时工单失败: %v", err)
+	}
+	result["noAnswer2TicketsUpdated"] = noAnswer2TicketsUpdated
+
+	// 汇总结果
+	totalUpdated := newTicketsUpdated + inProgressTicketsUpdated + noAnswer1TicketsUpdated + noAnswer2TicketsUpdated
+	result["totalUpdated"] = totalUpdated
+
+	logger.Infof("工单监控任务完成，共处理 %d 个超时工单", totalUpdated)
+	return result, nil
+}
+
+// handleTimeoutTickets 处理指定状态的超时工单
+func (s *PsapTicketMonitor) handleTimeoutTickets(status string, timeoutMicros int64) (int, error) {
+	// 查询超时的工单
+	tickets, err := s.callbackTicketService.FindTimeoutTickets(status, timeoutMicros)
+	if err != nil {
+		return 0, err
+	}
+
+	if len(tickets) == 0 {
+		return 0, nil // 没有超时工单
+	}
+
+	// 更新超时工单状态
+	var updatedCount int
+	for _, ticket := range tickets {
+		if err := s.callbackTicketService.UpdateTicketToTimeout(&ticket, status); err != nil {
+			log.Errorf("更新工单 %d 状态失败: %v", ticket.TicketId, err)
+			continue
+		}
+		updatedCount++
+		log.Infof("工单 %d 已更新为超时状态 (原状态: %s)", ticket.TicketId, status)
+	}
+
+	return updatedCount, nil
+}