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/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
+}