385 lines
13 KiB
Go
385 lines
13 KiB
Go
package mf_callback_ticket
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import (
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"fmt"
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"time"
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"be.ems/lib/dborm"
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"be.ems/lib/email"
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"gorm.io/gorm"
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)
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type CallbackTicketService struct {
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db *gorm.DB
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}
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// 构造函数示例
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func NewCallbackTicketService() *CallbackTicketService {
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db := dborm.DefaultDB()
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return &CallbackTicketService{db: db}
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}
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// SelectCallbackTicket 根据条件分页查询回调工单
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func (s *CallbackTicketService) SelectCallbackTicket(query CallbackTicketQuery) ([]CallbackTicket, int, error) {
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var tickets []CallbackTicket
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var total int64
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db := s.db.Table("mf_callback_ticket")
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if query.CallerNumber != "" {
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db = db.Where("caller_number = ?", query.CallerNumber)
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}
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if query.AgentName != "" {
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db = db.Where("agent_name = ?", query.AgentName)
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}
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if query.Status != "" {
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db = db.Where("status = ?", query.Status)
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}
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if query.StartTime != "" && query.EndTime != "" {
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db = db.Where("created_at BETWEEN ? AND ?", query.StartTime, query.EndTime)
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} else if query.StartTime != "" {
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db = db.Where("created_at >= ?", query.StartTime)
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} else if query.EndTime != "" {
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db = db.Where("created_at <= ?", query.EndTime)
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}
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// 统计总数
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if err := db.Count(&total).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
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}
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// 分页查询
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offset := (query.PageNum - 1) * query.PageSize
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if err := db.Limit(query.PageSize).Offset(offset).Order("created_at desc").Find(&tickets).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to select callback tickets: %w", err)
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}
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return tickets, int(total), nil
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}
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// SelectCallbackTicketByPage 分页查询回调工单
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// @Description 分页查询回调工单
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// @param page 页码
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// @param pageSize 每页大小
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// @return []MfCallbackTicket 回调工单列表
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// @return int 总记录数
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.SelectCallbackTicketByPage(1, 10)
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func (s *CallbackTicketService) SelectCallbackTicketByPage(pageNum int, pageSize int) ([]CallbackTicket, int, error) {
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var tickets []CallbackTicket
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var total int64
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// 统计总数
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if err := s.db.Table("mf_callback_ticket").Count(&total).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to count callback tickets: %w", err)
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}
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// 分页查询
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offset := (pageNum - 1) * pageSize
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if err := s.db.Table("mf_callback_ticket").
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Limit(pageSize).
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Offset(offset).
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Find(&tickets).Error; err != nil {
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return nil, 0, fmt.Errorf("failed to select callback tickets: %w", err)
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}
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return tickets, int(total), nil
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}
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func (s *CallbackTicketService) InsertCallbackTicket(ticket CallbackTicket) error {
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// 判断主叫号码是否已存在未处理完的工单
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var existingCount int64
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if err := s.db.Table("mf_callback_ticket").
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Where("caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS')", ticket.CallerNumber).
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Count(&existingCount).Error; err != nil {
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return fmt.Errorf("failed to check existing tickets: %w", err)
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}
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// 如果存在未处理完的工单，返回错误
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if existingCount > 0 {
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return fmt.Errorf("caller %s already has a pending ticket", ticket.CallerNumber)
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}
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// 这里可以使用ORM或其他方式将ticket插入到数据库中
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if err := s.db.Table("mf_callback_ticket").Create(&ticket).Error; err != nil {
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return fmt.Errorf("failed to insert callback ticket: %w", err)
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}
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return nil
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}
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// SelectCallbackTicketById 根据工单ID查询回调工单
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// @Description 根据工单ID查询回调工单
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// @param ticketId 工单ID
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// @return *CallbackTicket 回调工单对象
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.SelectCallbackTicketById(12345)
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func (s *CallbackTicketService) SelectCallbackTicketById(ticketId int64) (*CallbackTicket, error) {
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var ticket CallbackTicket
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if err := s.db.Table("mf_callback_ticket").
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Where("ticket_id = ?", ticketId).
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First(&ticket).Error; err != nil {
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if err == gorm.ErrRecordNotFound {
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return nil, fmt.Errorf("callback ticket with ID %d not found", ticketId)
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}
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return nil, fmt.Errorf("failed to select callback ticket: %w", err)
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}
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return &ticket, nil
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}
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// UpdateCallbackTicket 更新回调工单
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// @Description 更新回调工单
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// @param ticket 回调工单对象
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.UpdateCallbackTicket(ticket)
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func (s *CallbackTicketService) UpdateCallbackTicket(ticket CallbackTicket) error {
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if err := s.db.Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(ticket).Error; err != nil {
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return fmt.Errorf("failed to update callback ticket: %w", err)
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}
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return nil
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}
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// DeleteCallbackTicket 删除回调工单
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// @Description 删除回调工单
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// @param ticketId 工单ID
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// @return error 错误信息
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// @example
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// mfCallbackTicketService.DeleteCallbackTicket(12345)
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func (s *CallbackTicketService) DeleteCallbackTicket(ticketId int64) error {
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if err := s.db.Table("mf_callback_ticket").
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Where("ticket_id = ?", ticketId).
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Delete(&CallbackTicket{}).Error; err != nil {
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return fmt.Errorf("failed to delete callback ticket: %w", err)
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}
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return nil
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}
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// GetLastAssignedAgent 获取最近一个分配的座席名称
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// @Description 获取最近分配工单的座席名称
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// @return string 座席名称
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// @return error 错误信息
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func (s *CallbackTicketService) GetLastAssignedAgent() (string, error) {
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var lastTicket CallbackTicket
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if err := s.db.Table("mf_callback_ticket").
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Where("agent_name <> ''").
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Order("created_at DESC").
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First(&lastTicket).Error; err != nil {
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if err == gorm.ErrRecordNotFound {
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// 没有记录属于正常情况，返回空字符串
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return "", nil
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}
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return "", fmt.Errorf("failed to query last ticket: %w", err)
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}
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return lastTicket.AgentName, nil
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}
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// SelectNextAgent 根据上一个座席和座席列表选择下一个座席
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// @Description 选择下一个要分配的座席
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// @param agents 座席列表
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// @param lastAgentName 上一个座席名称
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// @return string 下一个座席名称
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func (s *CallbackTicketService) SelectNextAgent(agents []AgentInfo, lastAgentName string) string {
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if len(agents) == 0 {
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return ""
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}
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// 默认选第一个座席
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selectedAgent := agents[0].Name
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// 如果没有上一个座席，直接返回第一个
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if lastAgentName == "" {
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return selectedAgent
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}
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// 找到上一个座席的下一个
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foundLastAgent := false
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for i, agent := range agents {
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if foundLastAgent {
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// 找到上一个座席的下一个
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return agent.Name
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}
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if agent.Name == lastAgentName {
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foundLastAgent = true
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// 如果是最后一个座席，则循环回第一个
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if i == len(agents)-1 {
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return agents[0].Name
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}
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}
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}
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// 如果没找到上一个座席(可能被删除了)，使用第一个座席
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return selectedAgent
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}
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// FindCallbackTicketByAgentAndCaller 通过座席号码和主叫号码查找符合条件的工单
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// @Description 通过座席号码和主叫号码查找符合条件的工单
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// @param agentName 座席号码
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// @param callerNumber 主叫号码
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// @return *CallbackTicket 回调工单对象
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// @return error 错误信息
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func (s *CallbackTicketService) FindCallbackTicketByAgentAndCaller(agentName string, callerNumber string) (*CallbackTicket, error) {
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var ticket CallbackTicket
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if err := s.db.Table("mf_callback_ticket").
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Where("agent_name = ? AND caller_number = ? AND status IN ('NEW', 'PENDING', 'IN_PROGRESS', 'NO_ANSWER_1', 'NO_ANSWER_2')",
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agentName, callerNumber).
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Order("created_at DESC").
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First(&ticket).Error; err != nil {
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if err == gorm.ErrRecordNotFound {
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return nil, nil // 没有找到记录，返回nil, nil
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}
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return nil, fmt.Errorf("failed to find callback ticket: %w", err)
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}
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return &ticket, nil
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}
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// ProcessCallbackResult 处理回拨结果并更新工单
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// @Description 处理回拨结果并更新工单状态
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// @param ticket 要更新的工单
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// @param callDuration 通话时长
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// @param answerTime 应答时间
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// @param releaseTime 释放时间
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// @param cause 释放原因
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// @return error 错误信息
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func (s *CallbackTicketService) ProcessCallbackResult(ticket *CallbackTicket, callDuration float64, answerTime string, releaseTime string, cause string) error {
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if ticket == nil {
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return fmt.Errorf("ticket cannot be nil")
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}
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// 构建更新信息
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now := time.Now().UnixMicro()
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updatedTicket := CallbackTicket{
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TicketId: ticket.TicketId,
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UpdatedAt: &now,
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}
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// 构建评论内容
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comment := fmt.Sprintf("回拨时间: %s, 释放时间: %s, 原因: %s", answerTime, releaseTime, cause)
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// 根据通话时长判断处理结果
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if callDuration > 0 {
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// 通话已接通，标记为已处理完毕
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updatedTicket.Status = TicketStatusClosed.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 已接通并完成", comment, callDuration)
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} else {
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// 通话未接通，根据当前状态修改为相应状态
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switch ticket.Status {
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case TicketStatusNew.Enum(), TicketStatusInProgress.Enum():
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// 第一次未接通
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updatedTicket.Status = TicketStatusNoAnswer1.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 第一次未接通", comment, callDuration)
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case TicketStatusNoAnswer1.Enum():
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// 第二次未接通
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updatedTicket.Status = TicketStatusNoAnswer2.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 第二次未接通", comment, callDuration)
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case TicketStatusNoAnswer2.Enum():
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// 第三次未接通，挂起
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updatedTicket.Status = TicketStatusPending.Enum()
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 多次未接通，工单挂起", comment, callDuration)
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default:
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// 其他状态保持不变
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updatedTicket.Status = ticket.Status
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updatedTicket.Comment = fmt.Sprintf("%s, 通话时长: %.1f秒, 状态: 未知状态", comment, callDuration)
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}
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}
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// 更新工单
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if err := s.db.Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(updatedTicket).Error; err != nil {
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return fmt.Errorf("failed to update callback ticket: %w", err)
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}
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return nil
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}
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// FindTimeoutTickets 查询指定状态的超时工单
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// @Description 查询指定状态且超过指定时间未处理的工单
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// @param status 工单状态
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// @param timeoutMicros 超时时间(微秒)
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// @return []CallbackTicket 超时工单列表
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// @return error 错误信息
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func (s *CallbackTicketService) FindTimeoutTickets(status string, timeoutMicros int64) ([]CallbackTicket, error) {
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// 计算超时时间点
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nowMicros := time.Now().UnixMicro()
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timeoutBeforeMicros := nowMicros - timeoutMicros
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// 查询超时的工单
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var tickets []CallbackTicket
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if err := s.db.Table("mf_callback_ticket").
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Where("status = ? AND created_at < ? AND (updated_at IS NULL OR updated_at < ?)",
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status, timeoutBeforeMicros, timeoutBeforeMicros).
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Find(&tickets).Error; err != nil {
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return nil, fmt.Errorf("查询超时工单失败: %w", err)
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}
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return tickets, nil
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}
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// UpdateTicketToTimeout 将工单状态更新为超时
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// @Description 将指定工单更新为超时状态，并添加备注信息
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// @param ticket 要更新的工单
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// @param originalStatus 原工单状态
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// @return error 错误信息
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func (s *CallbackTicketService) UpdateTicketToTimeout(ticket *CallbackTicket, originalStatus string, agents []AgentInfo) error {
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if ticket == nil {
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return fmt.Errorf("ticket cannot be nil")
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}
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now := time.Now().UnixMicro()
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// 1. 更新原工单为超时
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updatedTicket := CallbackTicket{
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TicketId: ticket.TicketId,
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Status: TicketStatusTimeout.Enum(),
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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),
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UpdatedAt: &now,
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}
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if err := s.db.Table("mf_callback_ticket").
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Where("ticket_id = ?", ticket.TicketId).
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Updates(updatedTicket).Error; err != nil {
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return fmt.Errorf("更新工单 %d 状态失败: %w", ticket.TicketId, err)
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}
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// 2. 选择新座席
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lastAgent := ticket.AgentName
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newAgent := s.SelectNextAgent(agents, lastAgent)
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// 查找新座席邮箱
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newAgentEmail := ""
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for _, agent := range agents {
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if agent.Name == newAgent {
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newAgentEmail = agent.Email
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break
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}
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}
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// 3. 创建新工单
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newTicket := CallbackTicket{
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CallerNumber: ticket.CallerNumber,
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CalleeNumber: ticket.CalleeNumber,
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Status: TicketStatusNew.Enum(),
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AgentName: newAgent,
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Comment: fmt.Sprintf("由超时工单 %d 自动重建", ticket.TicketId),
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MsdData: ticket.MsdData,
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RmUid: ticket.RmUid,
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CreatedAt: now,
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UpdatedAt: nil,
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}
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if err := s.db.Table("mf_callback_ticket").Create(&newTicket).Error; err != nil {
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return fmt.Errorf("创建新工单失败: %w", err)
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}
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// 新工单分配后发送邮件通知
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if newAgentEmail != "" {
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subject := "新工单自动重建通知"
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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)
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go email.SendEmail(newAgentEmail, subject, body)
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}
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return nil
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}
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