feat: support mf ticket management

2025-07-01 16:48:51 +08:00
parent 4c2200b39b
commit fe7e4d9c88
5 changed files with 258 additions and 108 deletions
--- a/features/cdr/cdrevent.go
+++ b/features/cdr/cdrevent.go
@@ -78,11 +78,11 @@ 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"] == "" {
+	if neTypeLower == "mf" && cdrEvent.CDR["recordType"] == "MOC" && 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)
+		url := fmt.Sprintf("http://%s:%d/api/rest/systemManagement/v1/elementType/%s/objectType/config/agents",
+			neInfo.IP, neInfo.Port, strings.ToLower(neInfo.NeType))
 		// 发送HTTP请求获取座席列表
 		resp, err := http.Get(url)
 		if err != nil {
@@ -107,48 +107,44 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {

 		// 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()
+		lastAgentName, 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)
+		selectedAgent := mfService.SelectNextAgent(agentResp.Data, lastAgentName)

-		// 获取分配座席的邮箱
-		agentEmail := ""
-		for _, agent := range agentResp.Data {
-			if agent.Name == selectedAgent {
-				agentEmail = agent.Email
-				break
+		if selectedAgent != nil {
+			// 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.Name,
+				AgentEmail:   selectedAgent.Email,
+				AgentMobile:  selectedAgent.Mobile,
+				Comment:      "",
+				MsdData:      cdrEvent.CDR["msdData"].(string),
+				RmUid:        cdrEvent.RmUID,
+				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
+			}
+			// 新工单分配后发送邮件通知
+			if selectedAgent.Email != "" {
+				subject := "新工单分配通知"
+				body := fmt.Sprintf("您被分配了一个新的回拨工单，主叫号码：%s", ticket.CallerNumber)
+				go email.SendEmail(selectedAgent.Email, subject, body) // 异步发送
 			}
 		}
-
-		// 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),
-			RmUid:        cdrEvent.RmUID,
-			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
-		}
-		// 新工单分配后发送邮件通知
-		if agentEmail != "" {
-			subject := "新工单分配通知"
-			body := fmt.Sprintf("您被分配了一个新的回拨工单，主叫号码：%s", ticket.CallerNumber)
-			go email.SendEmail(agentEmail, subject, body) // 异步发送
-		}
+		log.Warn("No available agents found for callback ticket")
 	}

 	// MF网元类型特殊处理, 处理座席回拨的工单流转
@@ -193,12 +189,12 @@ func PostCDREventFrom(w http.ResponseWriter, r *http.Request) {
 		}

 		// 获取通话信息
-		answerTime, _ := cdrEvent.CDR["answerTime"].(string)
+		seizureTime, _ := cdrEvent.CDR["seizureTime"].(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 {
+		if err := mfService.ProcessCallbackResult(ticket, callDuration, seizureTime, releaseTime, cause); err != nil {
 			log.Error("Failed to process callback result", err)
 			services.ResponseInternalServerError500ProcessError(w, err)
 			return
--- a/features/ue/mf_callback_ticket/model.go
+++ b/features/ue/mf_callback_ticket/model.go
@@ -59,7 +59,7 @@ func ParseCallTag(s string) TicketStatus {
 		return TicketStatus(i)
 	}
 	// 如果转换失败，则按名称匹配（忽略大小写）
-	switch strings.ToLower(s) {
+	switch strings.ToUpper(s) {
 	case "NULL":
 		return TicketStatusNull
 	case "NEW":
@@ -102,7 +102,9 @@ type CallbackTicket struct {
 	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
+	AgentName    string `json:"agentName" gorm:"column:agent_name"`                      // 座席名称
+	AgentEmail   string `json:"agentEmail" gorm:"column:agent_email"`                    // 座席邮箱
+	AgentMobile  string `json:"agentMobile" gorm:"column:agent_mobile"`                  // 座席手机号码
 	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
--- a/features/ue/mf_callback_ticket/service.go
+++ b/features/ue/mf_callback_ticket/service.go
@@ -13,10 +13,20 @@ type CallbackTicketService struct {
 	db *gorm.DB
 }

-// 构造函数示例
+// 构造函数改为私有初始化方法
 func NewCallbackTicketService() *CallbackTicketService {
-	db := dborm.DefaultDB()
-	return &CallbackTicketService{db: db}
+	return &CallbackTicketService{db: nil} // 先不初始化数据库连接
+}
+
+// 获取数据库连接的私有方法
+func (s *CallbackTicketService) getDB() *gorm.DB {
+	if s.db == nil {
+		s.db = dborm.DefaultDB()
+		if s.db == nil {
+			panic("Cannot establish database connection")
+		}
+	}
+	return s.db
 }

 // SelectCallbackTicket 根据条件分页查询回调工单
@@ -24,7 +34,7 @@ func (s *CallbackTicketService) SelectCallbackTicket(query CallbackTicketQuery)
 	var tickets []CallbackTicket
 	var total int64

-	db := s.db.Table("mf_callback_ticket")
+	db := s.getDB().Table("mf_callback_ticket")

 	if query.CallerNumber != "" {
 		db = db.Where("caller_number = ?", query.CallerNumber)
@@ -71,13 +81,13 @@ func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize
 	var total int64

 	// 统计总数
-	if err := s.db.Table("mf_callback_ticket").Count(&total).Error; err != nil {
+	if err := s.getDB().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").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Limit(pageSize).
 		Offset(offset).
 		Find(&tickets).Error; err != nil {
@@ -90,7 +100,7 @@ func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize
 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").
+	if err := s.getDB().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)
@@ -100,7 +110,7 @@ func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) erro
 		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 {
+	if err := s.getDB().Table("mf_callback_ticket").Create(&ticket).Error; err != nil {
 		return fmt.Errorf("failed to insert callback ticket: %w", err)
 	}
 	return nil
@@ -115,7 +125,7 @@ func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) erro
 // mfCallbackTicketService.SelectCallbackTicketById(12345)
 func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*CallbackTicket, error) {
 	var ticket CallbackTicket
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticketId).
 		First(&ticket).Error; err != nil {
 		if err == gorm.ErrRecordNotFound {
@@ -133,7 +143,7 @@ func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*Callb
 // @example
 // mfCallbackTicketService.UpdateCallbackTicket(ticket)
 func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) error {
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticket.TicketId).
 		Updates(ticket).Error; err != nil {
 		return fmt.Errorf("failed to update callback ticket: %w", err)
@@ -148,7 +158,7 @@ func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) erro
 // @example
 // mfCallbackTicketService.DeleteCallbackTicket(12345)
 func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticketId).
 		Delete(&CallbackTicket{}).Error; err != nil {
 		return fmt.Errorf("failed to delete callback ticket: %w", err)
@@ -162,7 +172,7 @@ func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
 // @return error 错误信息
 func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
 	var lastTicket CallbackTicket
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("agent_name <> ''").
 		Order("created_at DESC").
 		First(&lastTicket).Error; err != nil {
@@ -181,17 +191,15 @@ 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 []AgentInfo, lastAgentName string) string {
+func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentName string) *AgentInfo {
 	if len(agents) == 0 {
-		return ""
+		return nil
 	}

-	// 默认选第一个座席
-	selectedAgent := agents[0].Name
-
+	var firstAgent *AgentInfo = &agents[0]
 	// 如果没有上一个座席，直接返回第一个
 	if lastAgentName == "" {
-		return selectedAgent
+		return firstAgent
 	}

 	// 找到上一个座席的下一个
@@ -199,19 +207,19 @@ func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentNam
 	for i, agent := range agents {
 		if foundLastAgent {
 			// 找到上一个座席的下一个
-			return agent.Name
+			return &agent
 		}
 		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
+				return firstAgent
 			}
 		}
 	}

 	// 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
+	return firstAgent
 }

 // FindCallbackTicketByAgentAndCaller 通过座席号码和主叫号码查找符合条件的工单
@@ -223,7 +231,7 @@ func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentNam
 func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName string, callerNumber string) (*CallbackTicket, error) {
 	var ticket CallbackTicket

-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().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").
@@ -245,7 +253,7 @@ func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName str
 // @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 {
+func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, callDuration float64, seizureTime string, releaseTime string, cause string) error {
 	if ticket == nil {
 		return fmt.Errorf("ticket cannot be nil")
 	}
@@ -258,7 +266,7 @@ func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, ca
 	}

 	// 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)
+	comment := fmt.Sprintf("回拨时间: %s, 释放时间: %s, 原因: %s", seizureTime, releaseTime, cause)

 	// 根据通话时长判断处理结果
 	if callDuration > 0 {
@@ -288,7 +296,7 @@ func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, ca
 	}

 	// 更新工单
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().Table("mf_callback_ticket").
 		Where("ticket_id = ?", ticket.TicketId).
 		Updates(updatedTicket).Error; err != nil {
 		return fmt.Errorf("failed to update callback ticket: %w", err)
@@ -310,7 +318,7 @@ func (s *CallbackTicketService) FindTimeoutTickets(status string, timeoutMicros

 	// 查询超时的工单
 	var tickets []CallbackTicket
-	if err := s.db.Table("mf_callback_ticket").
+	if err := s.getDB().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 {
@@ -338,7 +346,7 @@ func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, or
 		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").
+	if err := s.getDB().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)
@@ -348,37 +356,62 @@ func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, or
 	lastAgent := ticket.AgentName
 	newAgent := s.SelectNextAgent(agents, lastAgent)

-	// 查找新座席邮箱
-	newAgentEmail := ""
-	for _, agent := range agents {
-		if agent.Name == newAgent {
-			newAgentEmail = agent.Email
-			break
+	// 3. 创建新工单
+	if newAgent != nil {
+		newTicket := CallbackTicket{
+			CallerNumber: ticket.CallerNumber,
+			CalleeNumber: ticket.CalleeNumber,
+			Status:       TicketStatusNew.Enum(),
+			AgentName:    newAgent.Name,
+			AgentEmail:   newAgent.Email,
+			AgentMobile:  newAgent.Mobile,
+			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.getDB().Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
+			return fmt.Errorf("创建新工单失败: %w", err)
+		}
+
+		// 新工单分配后发送邮件通知
+		if newAgent.Email != "" {
+			subject := "新工单自动重建通知"
+			body := fmt.Sprintf("您被分配了一个自动重建的回拨工单，主叫号码：%s", newTicket.CallerNumber)
+			go email.SendEmail(newAgent.Email, subject, body)
 		}
 	}
-
-	// 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)
-	}
-
-	// 新工单分配后发送邮件通知
-	if newAgentEmail != "" {
-		subject := "新工单自动重建通知"
-		body := fmt.Sprintf("您被分配了一个自动重建的回拨工单，主叫号码：%s", newTicket.CallerNumber)
-		go email.SendEmail(newAgentEmail, subject, body)
-	}
-
+	return nil
+}
+
+// FindNearlyTimeoutTickets 查询即将超时的工单
+func (s *CallbackTicketService) FindNearlyTimeoutTickets(status string, timeoutMicros int64, aheadMicros int64) ([]CallbackTicket, error) {
+	nowMicros := time.Now().UnixMicro()
+	timeoutBeforeMicros := nowMicros - timeoutMicros
+	nearlyTimeoutBeforeMicros := nowMicros - (timeoutMicros - aheadMicros)
+
+	var tickets []CallbackTicket
+	if err := s.getDB().Table("mf_callback_ticket").
+		Where("status = ? AND created_at >= ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
+			status, timeoutBeforeMicros, nearlyTimeoutBeforeMicros, nearlyTimeoutBeforeMicros).
+		Find(&tickets).Error; err != nil {
+		return nil, fmt.Errorf("查询即将超时工单失败: %w", err)
+	}
+	return tickets, nil
+}
+
+// 新增方法：坐席开始处理工单
+func (s *CallbackTicketService) StartProcessingTicket(ticketId int64) error {
+	now := time.Now().UnixMicro()
+	if err := s.getDB().Table("mf_callback_ticket").
+		Where("ticket_id = ? AND status = ?", ticketId, TicketStatusNew.Enum()).
+		Updates(map[string]interface{}{
+			"status":     TicketStatusInProgress.Enum(),
+			"updated_at": now,
+			"comment":    "坐席开始处理工单",
+		}).Error; err != nil {
+		return fmt.Errorf("failed to update ticket to IN_PROGRESS: %w", err)
+	}
 	return nil
 }