feat: new

features/cdr/cdrevent.go

@@ -93,15 +93,9 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 
 		// 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"`
+			Code int                          `json:"code"`
+			Data []ueCallBackTicket.AgentInfo `json:"data"`
+			Msg  string                       `json:"msg"`
 		}
 
 		if err := json.NewDecoder(resp.Body).Decode(&agentResp); err != nil {
@@ -130,6 +124,7 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 			AgentName:    selectedAgent,
 			Comment:      "",
 			MsdData:      cdrEvent.CDR["msdData"].(string),
+			RmUid:        cdrEvent.RmUID,
 			CreatedAt:    time.Now().UnixMicro(),
 			UpdatedAt:    updatedAt,
 		}

features/ue/mf_callback_ticket/model.go

@@ -105,10 +105,21 @@ type CallbackTicket struct {
 	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
+	RmUid        string `json:"rmUid" gorm:"column:rm_uid"`                              // RM用户ID
 	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
 }
 
+type AgentInfo struct {
+	Index    int    `json:"index"`
+	Name     string `json:"name"`
+	Online   bool   `json:"online"`
+	Email    string `json:"email"`
+	Mobile   string `json:"mobile"`
+	Domain   string `json:"domain"`
+	Password string `json:"password"`
+}
+
 // TableName 表名称
 func (*CallbackTicket) TableName() string {
 	return "mf_callback_ticket"

features/ue/mf_callback_ticket/service.go

@@ -180,13 +180,7 @@ func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
 // @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 {
+func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentName string) string {
 	if len(agents) == 0 {
 		return ""
 	}
@@ -330,24 +324,44 @@ func (s *CallbackTicketService) FindTimeoutTickets(status string, timeoutMicros
 // @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 {
+func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, originalStatus string, agents []AgentInfo) error {
 	if ticket == nil {
 		return fmt.Errorf("ticket cannot be nil")
 	}
 
 	now := time.Now().UnixMicro()
+	// 1. 更新原工单为超时
 	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)
 	}
 
+	// 2. 选择新座席
+	lastAgent := ticket.AgentName
+	newAgent := s.SelectNextAgent(agents, lastAgent)
+
+	// 3. 创建新工单
+	newTicket := CallbackTicket{
+		CallerNumber: ticket.CallerNumber,
+		CalleeNumber: ticket.CalleeNumber,
+		Status:       TicketStatusNew.Enum(),
+		AgentName:    newAgent,
+		Comment:      fmt.Sprintf("由超时工单 %d 自动重建", ticket.TicketId),
+		MsdData:      ticket.MsdData,
+		RmUid:        ticket.RmUid,
+		CreatedAt:    now,
+		UpdatedAt:    nil,
+	}
+	if err := s.db.Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
+		return fmt.Errorf("创建新工单失败: %w", err)
+	}
+
 	return nil
 }