voice-gateway-service/src/core/callcenter/agent.py

#!/usr/bin/env python3
# encoding:utf-8

import threading
import time
import traceback
from collections import defaultdict
from concurrent.futures import ThreadPoolExecutor
from typing import List

from sqlalchemy import or_

from src.core.callcenter import registry
import src.core.callcenter.esl.utils.esl_event_util as EslEventUtil
from src.core import with_app_context
from src.core.callcenter.api import AgentActionRequest, AgentQueryRequest, AgentRequest, AgentEventData, \
    AgentStateData, HumanServiceQueryRequest, AgentMonitorData, CallInfo, DeviceInfo, AgentDelayStateData
from src.core.callcenter.cache import Cache
from src.core.callcenter.dao import *
from src.core.callcenter.data_handler import DataHandleServer
from src.core.callcenter.enumeration import AgentState, AgentCheck, AgentHeartState, AgentServiceState, AgentLogState, \
    AgentScene, BizErrorCode, WorkStatus, DownEvent, HumanState, DeviceType, ServiceDirect
from src.core.callcenter.esl.constant.event_names import *
from src.core.callcenter.exception import BizException
from src.core.callcenter.push import PushHandler
from src.core.datasource import RedisHandler


class AgentEventService:
    def __init__(self, app):
        self.app = app
        self.logger = app.logger
        self.cache = Cache(app)
        self.push_handler = PushHandler(app.logger)
        self.data_handle_server = DataHandleServer(app)
        self.agent_monitor_service = AgentMonitorService(app)
        self.agent_state_service = AgentStateService(app)
        self.agent_actionlog_service = AgentActionLogService(app)

    def delay_state(self, state_data: AgentDelayStateData):
        agent = self.data_handle_server.get_agent(state_data.saas_id, state_data.agent_num)
        if not agent:
            return
        agent_monitor = self.data_handle_server.get_agent_monitor(state_data.saas_id, state_data.agent_num)
        if not agent_monitor:
            return

        #TODO 非最新通话的延迟事件,忽略.

        agent_scene = AgentScene.get_by_code(state_data.scene)
        self.logger.info("agent event delay state %s %s %s %s", state_data.saas_id, state_data.agent_num, state_data.service_state, agent_monitor.service_state)
        if AgentServiceState.REPROCESSING.code == state_data.service_state and AgentServiceState.REPROCESSING.code == agent_monitor.service_state:
            self.reprocessing_idle(state_data)

        if AgentServiceState.DIALING.code == state_data.service_state and AgentServiceState.DIALING.code == agent_monitor.service_state:
            if self.cache.get_call_is_answer(state_data.saas_id, state_data.agent_num):
                return
            self.agent_monitor_service.update_idle(agent_monitor)

            self.push_handler.push_on_call_end(state_data.saas_id, state_data.flow_id, state_data.agent_num, agent_scene, ServiceDirect.MANUAL_CALL.service_direct, '0')
            self.push_handler.push_on_agent_work_report(state_data.saas_id, state_data.flow_id, state_data.agent_num, '', agent_scene, WorkStatus.AGENT_HANG_REPROCESSING)
            self.push_handler.push_on_agent_work_report(state_data.saas_id, state_data.flow_id, state_data.agent_num, '', agent_scene, WorkStatus.AGENT_HANG_IDLE)

            self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.IDLE, AgentLogState.BIZ_DIALING_IDLE)

        if AgentServiceState.HANGING.code == state_data.service_state \
                and (AgentServiceState.DIALING.code == agent_monitor.service_state
                     or AgentServiceState.CALLING.code == agent_monitor.service_state):
            self.agent_monitor_service.update_idle(agent_monitor)

            if AgentServiceState.DIALING.code == agent_monitor.service_state:
                self.push_handler.push_on_call_end(state_data.saas_id, state_data.flow_id, state_data.agent_num, agent_scene, ServiceDirect.MANUAL_CALL.service_direct, '0')
                self.push_handler.push_on_agent_work_report(state_data.saas_id, state_data.flow_id, state_data.agent_num, '', agent_scene, WorkStatus.AGENT_HANG_REPROCESSING)

            self.push_handler.push_on_agent_work_report(state_data.saas_id, state_data.flow_id, state_data.agent_num, '', agent_scene, WorkStatus.AGENT_HANG_IDLE)
            self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.IDLE, AgentLogState.MANUAL_HANG_UP)


    def agent_event_channel(self, event, call_info: CallInfo, device_info: DeviceInfo):
        event_name = EslEventUtil.getEventName(event)
        saas_id = call_info.saas_id if call_info else None
        flow_id = call_info.cti_flow_id if call_info else None
        call_id = call_info.call_id if call_info else None
        device_id = device_info.device_id if device_info else None
        agent_num = device_info.agent_key if device_info else None
        caller = device_info.caller if device_info else None
        called = device_info.called if device_info else None
        is_agent = (device_info and DeviceType.AGENT.code == device_info.device_type) if device_info else False

        start_time = time.time()
        try:
            self.logger.info('agent_event_channel, event_name=%s, call_id=%s, device_id=%s, is_agent=%s', event_name, call_id, device_id, is_agent)
            agent = self.data_handle_server.get_agent(saas_id, agent_num)
            if not agent:
                # self.logger.warn("event service channel agent is null %s %s %s %s %s", saas_id, event_name, caller, called, json.loads(event.serialize('json')))
                return
            agent_monitor = self.data_handle_server.get_agent_monitor(saas_id, agent_num)
            if not agent_monitor:
                # self.logger.warn("event service channel agentMonitor is null %s %s %s %s %s", saas_id, event_name, caller, called, json.loads(event.serialize('json')))
                return

            # 信道发起事件，触发完成发起（或桥）&& 坐席侧
            if CHANNEL_ORIGINATE == event_name and is_agent:
                self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.AGENT_RINGING,phone=call_info.caller)

            # 进度事件，外呼时对方提醒。或者入呼时提醒 && 坐席侧
            if CHANNEL_PROGRESS == event_name and is_agent:
                self.push_handler.push_on_agent_report(saas_id, agent_num, AgentScene.MANUAL, AgentServiceState.DIALING)
                self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.AGENT_CALLING)

            # 媒体进度事件，外呼时对方提醒。或者入呼时提醒 && 用户侧
            if CHANNEL_PROGRESS_MEDIA == event_name and not is_agent:
                self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.AGENT_CALLING_RINGING)

            #应答
            if CHANNEL_ANSWER == event_name:
                if call_id:
                    if self.cache.get_call_is_end(call_id):
                        # self.logger.warn("event service channel call is end {} {} {} {} {} {}", saas_id, event_name, caller, called, call_id, json.dumps(event.serialize('json')))
                        return

                self.agent_state_service.busy(saas_id, agent.agent_num, agent.phone_num)
                self.data_handle_server.update_record(call_id, status=1)
                if is_agent:
                    # 坐席接起
                    self.cache.set_call_is_answer(saas_id, flow_id)
                    self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.ANSWER_COMPENSATE)
                    self.push_handler.push_answer_call(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, ServiceDirect.MANUAL_CALL.service_direct, WorkStatus.AGENT_HANG_REPROCESSING)

                    self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.CALLING, AgentLogState.CHANNEL_TURN_ON)
                else:
                    # 用户侧接起
                    self.agent_monitor_service.update_calling(agent_monitor)
                    self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.AGENT_ANSWER_OUTGOING)
                    self.push_handler.push_on_agent_report(saas_id, agent_num, AgentScene.MANUAL, AgentServiceState.CALLING)

            #挂断
            if CHANNEL_HANGUP == event_name:
                # 坐席侧挂断
                if is_agent:
                    if call_id:
                        self.cache.set_call_is_end(call_id)
                self.agent_monitor_service.update_processing(agent_monitor)
                self.reprocessing_idle(AgentDelayStateData(saas_id, flow_id, agent_num, AgentServiceState.REPROCESSING, AgentScene.MANUAL))
                self.push_handler.push_on_call_end(saas_id, flow_id, agent_num, AgentScene.MANUAL, ServiceDirect.MANUAL_CALL.service_direct, '0')
                self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.AGENT_HANG_REPROCESSING)
                self.push_handler.push_on_agent_report(saas_id, agent_num, AgentScene.MANUAL, AgentServiceState.REPROCESSING)

                self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.REPROCESSING, AgentLogState.CHANNEL_HANG_UP)

                # self.data_handle_server.update_record(call_id, time_end=datetime.now())

                # 同步处理后处理置闲
                # reprocessingIdle(statusDto);
                # agentProducer.pushDelayedStatus(statusDto, reprocessingTimeout);

            if (CHANNEL_BRIDGE == event_name or PLAYBACK_START == event_name) and is_agent:
                self.push_handler.push_on_ring_start(saas_id, flow_id, agent_num, AgentScene.MANUAL, call_id)
                # self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.MANUAL, WorkStatus.AGENT_ANSWER_OUTGOING)
                # self.push_handler.push_on_agent_report(saas_id, agent_num, AgentScene.MANUAL, AgentServiceState.CALLING)

            if DETECTED_TONE == event_name and not is_agent:
                self.push_handler.push_on_detected_tone(saas_id, flow_id, call_id, AgentScene.MANUAL, call_id)

            if (CHANNEL_UNBRIDGE == event_name or PLAYBACK_STOP == event_name) and is_agent:
                self.push_handler.push_on_ring_end(saas_id, flow_id, call_id, AgentScene.MANUAL, call_id)
        except:
            traceback.print_exc()
        finally:
            latency = (time.time() - start_time)
            registry.ESL_EVENT_CALLBACK_LATENCY.labels(event_name, "agent").observe(latency)

    def bot_event_channel(self, event, call_info, device_info):
        event_name = EslEventUtil.getEventName(event)
        saas_id = call_info.saas_id if call_info else None
        flow_id = call_info.cti_flow_id if call_info else None
        call_id = call_info.call_id if call_info else None
        agent_num = device_info.agent_key if device_info else None
        is_agent = (device_info and DeviceType.AGENT.code == device_info.device_type) if device_info else False
        caller = (device_info.called if is_agent else device_info.caller) if device_info else None
        called = (device_info.caller if is_agent else device_info.called) if device_info else None
        human_service_id = '00000000000000000'

        start_time = time.time()
        try:
            self.logger.info('bot_event_channel, event_name=%s, call_id=%s, is_agent=%s, agent_num=%s', event_name, call_id, is_agent, agent_num)
            agent = self.data_handle_server.get_agent(saas_id, agent_num)
            if not agent:
                # self.logger.warn("bot event service channel agent is null %s %s %s %s %s", saas_id, event_name, caller, called,
                #                  json.dumps(event.serialize('json')))
                return
            agent_monitor = self.data_handle_server.get_agent_monitor(saas_id, agent_num)
            if not agent_monitor:
                # self.logger.warn("bot event service channel agentMonitor is null %s %s %s %s %s", saas_id, event_name, caller,
                #                  called, json.dumps(event.serialize('json')))
                return

            # 信道发起事件，触发完成发起（或桥）&& 坐席侧
            if CHANNEL_ORIGINATE == event_name and is_agent:
                self.push_handler.push_on_call_ring(saas_id, flow_id, agent_num, AgentScene.ROBOT, call_id, ServiceDirect.ROBOT_CALL.service_direct, called, caller, human_service_id)
                self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.ROBOT, WorkStatus.AGENT_RINGING,phone=call_info.caller)


            if CHANNEL_ANSWER == event_name:
                self.agent_state_service.busy(saas_id, agent.agent_num, agent.phone_num)
                if is_agent:
                    self.agent_monitor_service.update_calling(agent_monitor)
                    self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.ROBOT, WorkStatus.AGENT_ANSWER_INCOMING, "座席接通呼入电话! internal")
                    self.push_handler.push_on_agent_report(saas_id, agent_num, AgentScene.ROBOT, AgentServiceState.CALLING)
                    self.push_handler.push_answer_call(saas_id, flow_id, agent_num, call_id, AgentScene.ROBOT, ServiceDirect.ROBOT_CALL.service_direct, WorkStatus.AGENT_HANG_REPROCESSING)

                    self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.CALLING, AgentLogState.CHANNEL_TURN_ON, service_id=human_service_id)
                else:
                    self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.ROBOT, WorkStatus.AGENT_ANSWER_INCOMING, "座席接通呼入电话! external")

            if CHANNEL_HANGUP == event_name and is_agent:
                self.agent_monitor_service.update_processing(agent_monitor)
                self.reprocessing_idle(AgentDelayStateData(saas_id, flow_id, agent_num, AgentServiceState.REPROCESSING, AgentScene.ROBOT))
                self.push_handler.push_on_call_end(saas_id, flow_id, agent_num, AgentScene.ROBOT, ServiceDirect.ROBOT_CALL.service_direct, "0")
                self.push_handler.push_on_agent_work_report(saas_id, flow_id, agent_num, call_id, AgentScene.ROBOT, WorkStatus.AGENT_HANG_REPROCESSING)
                self.push_handler.push_on_agent_report(saas_id, agent_num, AgentScene.ROBOT, AgentServiceState.REPROCESSING)

                self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.REPROCESSING,
                                                      AgentLogState.CHANNEL_HANG_UP, service_id=human_service_id)
                # self.data_handle_server.update_record(call_id, time_end=datetime.now())


        except:
            traceback.print_exc()
        finally:
            latency = (time.time() - start_time)
            registry.ESL_EVENT_CALLBACK_LATENCY.labels(event_name, "agent").observe(latency)

    def reprocessing_idle(self, state_data: AgentDelayStateData):
        agent = self.data_handle_server.get_agent(state_data.saas_id, state_data.agent_num)
        if not agent:
            return
        agent_monitor = self.data_handle_server.get_agent_monitor(state_data.saas_id, state_data.agent_num)
        if not agent_monitor:
            return
        self.agent_monitor_service.update_idle(agent_monitor)
        self.push_handler.push_on_agent_work_report(state_data.saas_id, state_data.flow_id, state_data.agent_num, "", state_data.scene, WorkStatus.AGENT_HANG_IDLE)
        self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.IDLE, AgentLogState.REPROCESSING_IDLE)





class AgentOperService:

    def __init__(self, app):
        self.app = app
        self.logger = app.logger
        self.push_handler = PushHandler(app.logger)
        self.data_handle_server = DataHandleServer(app)
        self.agent_monitor_service = AgentMonitorService(app)
        self.agent_actionlog_service = AgentActionLogService(app)
        self.agent_state_service = AgentStateService(app)

    @with_app_context
    def enable(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_number, req.out_id)
        if agent.agent_state == AgentState.ENABLE.code:
            return
        agent.agent_state = AgentState.ENABLE.code
        db.session.commit()

    @with_app_context
    def disable(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        if agent.agent_state == AgentState.DISABLE.code:
            return
        agent_monitor = self.data_handle_server.get_agent_monitor(req.saas_id, agent.agent_number)
        if agent_monitor.check_state == AgentCheck.IN.code and \
                agent_monitor.service_state == AgentServiceState.CALLING.code:
            raise BizException(BizErrorCode.AGENT_CALLING_NOT_ALLOW_OPERATE)

        agent.phone_num = ''
        agent.agent_state = AgentState.DISABLE.code
        db.session.commit()

        phone = self.data_handle_server.get_phone(req.saas_id, agent.phone_num)
        phone.is_delete = 1
        db.session.commit()

    @with_app_context
    def checkin(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        if not agent or agent.agent_state == AgentState.DISABLE.code:
            raise BizException(BizErrorCode.ERROR_NOT_FOLLOW_CHECK_IN)
        phone = self.data_handle_server.get_phone(req.saas_id, agent.phone_num)
        agent_monitor = self.data_handle_server.get_agent_monitor(req.saas_id, agent.agent_num)
        agent_monitor.check_scene = req.scene
        self.agent_monitor_service.update_checkin(agent_monitor)
        self.agent_actionlog_service.insert_check_state(agent_monitor, AgentCheck.IN, AgentLogState.CHECKIN)
        self.agent_state_service.checkin(agent.saas_id, agent.out_id, agent.phone_num)
        print("checkin", agent_monitor,agent_monitor.check_state)
        if req.scene == AgentScene.MANUAL.code:
            # 如果是手动外呼增加置忙
            self._handle_idle(req.scene, agent)
        return self._push_event_for_checkin(agent, agent_monitor, phone, req.scene)

    @with_app_context
    def checkout(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        if not agent or agent.agent_state == AgentState.DISABLE.code:
            raise BizException(BizErrorCode.AGENT_DISABLE_NOT_ALLOW_OPERATE)

        agent_monitor = self.data_handle_server.get_agent_monitor(req.saas_id, agent.agent_num)
        if not agent_monitor or agent_monitor.service_state == AgentServiceState.CALLING.code:
            raise BizException(BizErrorCode.AGENT_CALLING_NOT_ALLOW_OPERATE)

        if agent_monitor.check_state == AgentCheck.OUT.code:
            return self._push_event_for_checkout(agent, req.scene)

        self.agent_monitor_service.update_checkout(agent_monitor)
        self.agent_actionlog_service.insert_check_state(agent_monitor, AgentCheck.OUT, AgentLogState.CHECKOUT)
        self.agent_state_service.checkout(agent.saas_id, agent.out_id, agent.phone_num)

        return self._push_event_for_checkout(agent, req.scene)

    @with_app_context
    def busy(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        if not agent or agent.agent_state == AgentState.DISABLE.code:
            raise BizException(BizErrorCode.AGENT_DISABLE_NOT_ALLOW_OPERATE)

        agent_monitor = self.data_handle_server.get_agent_monitor(req.saas_id, agent.agent_num)
        if not agent_monitor or agent_monitor.check_state == AgentCheck.OUT.code:
            raise BizException(BizErrorCode.AGENT_CHECK_OUT_NOT_ALLOW_OPERATE)

        if agent_monitor.service_state == AgentServiceState.CALLING.code:
            raise BizException(BizErrorCode.AGENT_CALLING_NOT_ALLOW_OPERATE)

        self.agent_state_service.busy(agent.saas_id, agent.out_id, agent.phone_num)

        if agent_monitor.service_state == AgentServiceState.BUSY.code:
            self._push_event_for_busy(agent, req.scene)
            return
        self.agent_monitor_service.update_busy(agent_monitor)
        self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.BUSY, AgentLogState.BUSY)
        self._push_event_for_busy(agent, req.scene)

    @with_app_context
    def idle(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        if not agent or agent.agent_state == AgentState.DISABLE.code:
            raise BizException(BizErrorCode.AGENT_DISABLE_NOT_ALLOW_OPERATE)
        self._handle_idle(req.scene, agent)

    @with_app_context
    def assign(self, req: AgentActionRequest):
        return self.agent_state_service.assign_agent(req.saas_id, req.service_id)

    def idle_agent_exist(self, request: AgentActionRequest):
        pass

    @with_app_context
    def agent_state(self,req: AgentActionRequest):
        # agent = _get_agent(req.saas_id, req.agent_id)
        agent_monitor = self.data_handle_server.get_agent_monitor(req.saas_id, req.agent_id)
        return agent_monitor.service_state

    @with_app_context
    def turn_on(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        agent_monitor = self.data_handle_server.get_agent_monitor(req.saas_id, agent.agent_num)
        agent_scene = AgentScene.get_by_code(req.scene)
        if not agent_monitor:
            raise BizException(BizErrorCode.RECORD_NOT_EXIST_ERROR)

        if agent_monitor.service_state == AgentServiceState.CALLING.code:
            self.push_handler.push_on_agent_report(agent.saas_id, agent.out_id, agent_scene, AgentServiceState.BUSY)
            return

        self.agent_monitor_service.update_calling(agent_monitor)
        self.agent_state_service.busy(agent.saas_id, agent.out_id, agent.phone_num)
        self.push_handler.push_on_agent_report(agent.saas_id, agent.out_id, agent_scene, AgentServiceState.BUSY)

    @with_app_context
    def _handle_idle(self, scene, agent):
        agent_monitor = self.data_handle_server.get_agent_monitor(agent.saas_id, agent.agent_num)
        print('agent_monitor:', agent_monitor, agent)
        if agent_monitor.check_state == AgentCheck.OUT.code:
            raise BizException(BizErrorCode.AGENT_CHECK_OUT_NOT_ALLOW_OPERATE)
        if agent_monitor.service_state == AgentServiceState.CALLING.code or agent_monitor.service_state == AgentServiceState.DIALING.code:
            raise BizException(BizErrorCode.AGENT_CALLING_NOT_HANG)

        if scene == AgentScene.ROBOT.code:
            self.agent_state_service.idle(agent.saas_id, agent.out_id, agent.phone_num)
        else:
            self.agent_state_service.busy(agent.saas_id, agent.out_id, agent.phone_num)

        if agent_monitor.service_state == AgentServiceState.IDLE.code:
            self._push_event_for_idle(agent, scene)
            return

        self.agent_monitor_service.update_idle(agent_monitor)
        self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.IDLE, AgentLogState.IDLE)
        self._push_event_for_idle(agent, scene)

    def _push_event_for_checkin(self, agent, agent_monitor, phone, scene):
        """坐席签入事件推送"""
        agent_scene = AgentScene.get_by_code(scene)
        self.push_handler.push_on_agent_work_report(agent.saas_id, "", agent.out_id, "", agent_scene, WorkStatus.LOGIN_SUCCESS)

        event_data = AgentEventData(agent.saas_id, agent.out_id)
        event_data.data = {'eventName': DownEvent.ON_INITAL_SUCCESS.code,
                           'ext': {'saasId': agent.saas_id,
                                   'agentId': agent.out_id,
                                   'phoneNum': phone.phone_num,
                                   'phonePwd': phone.phone_pwd,
                                   'sipServer': phone.sip_server
                                   }
                           }
        return event_data.__dict__

    def _push_event_for_checkout(self,agent,scene):
        """签出事件推送"""
        agent_scene = AgentScene.get_by_code(scene)
        self.push_handler.push_on_agent_work_report(agent.saas_id, "", agent.out_id, "", agent_scene, WorkStatus.NO_INIT, '签出成功')

        event_data = AgentEventData(agent.saas_id, agent.out_id)
        event_data.data = {'eventName': DownEvent.ON_INITAL_FAILURE.code,
                           'ext': {'saasId': agent.saas_id,
                                   'agentId': agent.out_id,
                                   }
                           }
        return event_data.__dict__

    def _push_event_for_busy(self,agent,scene):
        """置忙事件推送"""
        agent_scene = AgentScene.get_by_code(scene)
        self.push_handler.push_on_agent_work_report(agent.saas_id, "", agent.out_id, "", agent_scene, WorkStatus.AGENT_BUSY)
        pass

    def _push_event_for_idle(self, agent, scene):
        """坐席置闲事件推送"""
        agent_scene = AgentScene.get_by_code(scene)
        self.push_handler.push_on_agent_work_report(agent.saas_id, "", agent.out_id, "", agent_scene, WorkStatus.AGENT_READY)


class AgentService:

    def __init__(self, app):
        self.app = app
        self.logger = app.logger
        self.data_handle_server = DataHandleServer(app)
        self.agent_monitor_service = AgentMonitorService(app)

    @with_app_context
    def get_and_check(self, req: AgentActionRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_id)
        if not agent:
            return {}
        phone = self.data_handle_server.get_phone(req.saas_id, agent.phone_num)
        return phone.to_dict()

    @with_app_context
    def watch_agent_state(self, req: HumanServiceQueryRequest):
        pos = HumanServiceMap.query.filter(HumanServiceMap.is_delete == 0, HumanServiceMap.saas_id == req.saas_id,
                                           HumanServiceMap.service_id == req.serviceId).all()
        agent_ids = [x.agent_id for x in pos]
        monitors = self.agent_monitor_service.detail_monitor_out_ids(req.saas_id, agent_ids)
        return monitors

    @with_app_context
    def add(self, req: AgentRequest):
        new_agent_num = self.data_handle_server.get_newest_agent_number(req.saas_id)
        agent = Agent(saas_id=req.saas_id, agent_num=new_agent_num, agent_name=req.agent_name, out_id=req.out_id,
                      agent_pwd=req.agent_password, agent_type=req.agent_type, phone_num=req.phone_number,
                      distribute=req.distribute, agent_state=req.agent_state)
        db.session.add(agent)
        db.session.commit()

        agent_monitor = AgentMonitor(saas_id=req.saas_id, agent_num=new_agent_num, out_id=req.out_id)
        db.session.add(agent_monitor)
        db.session.commit()
        return new_agent_num

    @with_app_context
    def update(self, req: AgentRequest):
        agent = self.data_handle_server.get_agent(req.saas_id, req.agent_number, req.out_id)
        if not agent:
            return
        phone_num = agent.phone_num
        state_change = agent.agent_state != req.agent_state
        disable = req.agent_state == AgentState.DISABLE

        agent.agent_name = req.agent_name
        agent.agent_pwd = req.agent_password
        agent.agent_type = req.agent_type
        agent.phone_num = req.phone_number if not disable else ''
        agent.distribute = req.distribute
        agent.agent_state = req.agent_state
        db.session.commit()

        if state_change and disable:
            phone = Phone.query.filter(Phone.saas_id == req.saas_id, Phone.phone_num == phone_num).first()
            if phone:
                db.session.delete(phone)

    @with_app_context
    def detail(self, saas_id, agent_number):
        agent = self.data_handle_server.get_agent(saas_id, agent_number=agent_number, out_id='')
        return agent

    @with_app_context
    def count(self, req: AgentQueryRequest):
        cnt = Agent.query.filter(Agent.saas_id == req.saas_id,
                                 or_(Agent.agent_num == req.agent_number,
                                     Agent.agent_name.contains(req.agent_name),
                                     Agent.out_id == req.out_id,
                                     Agent.agent_type == req.agent_type
                                     )
                                 ).count()
        return cnt

    @with_app_context
    def query_page(self, req: AgentQueryRequest):
        pagination = Agent.query.filter(Agent.saas_id == req.saas_id,
                                        or_(Agent.agent_num == req.agent_number,
                                            Agent.agent_name.contains(req.agent_name),
                                            Agent.out_id == req.out_id,
                                            Agent.agent_type == req.agent_type
                                            )
                                        ).paginate(req.page, req.size)
        # data = {
        #     "page": pagination.page, # 当前页码
        #     "pages": pagination.pages, # 总页码
        #     "has_prev": pagination.has_prev, # 是否有上一页
        #     "prev_num": pagination.prev_num, # 上一页页码
        #     "has_next": pagination.has_next, # 是否有下一页
        #     "next_num": pagination.next_num, # 下一页页码
        #     "items": [{
        #         "id": item.id,
        #         "name": item.name,
        #         "age": item.age,
        #         "sex": item.sex,
        #         "money": item.money,
        #     } for item in pagination.items]
        # }
        return pagination

    @with_app_context
    def delete(self, saas_id, agent_number):
        agent = self.data_handle_server.get_agent(saas_id, agent_number=agent_number, out_id='')
        if not agent:
            return
        agent.is_delete = 1

        agent_monitor = self.data_handle_server.get_agent_monitor(saas_id, agent_number)
        agent_monitor.is_delete = 1
        db.session.commit()

        phone = self.data_handle_server.get_phone(saas_id, agent.phone_num)
        phone.is_delete = 1
        db.session.commit()


class AgentMonitorService:

    def __init__(self, app):
        self.app = app
        self.logger = app.logger
        self.data_handle_server = DataHandleServer(app)

    @with_app_context
    def detail_monitor_out_ids(self, saas_id, out_ids, check_scene=None):
        if not out_ids:
            return []
        agents = Agent.query.filter(Agent.is_delete == 0, Agent.saas_id == saas_id, Agent.out_id.in_(out_ids)).all()
        if not agents:
            raise BizException(BizErrorCode.RECORD_NOT_EXIST_ERROR)

        agent_num_map = {x.agent_num: x for x in agents}
        agent_nums = [x.agent_num for x in agents]
        agent_monitors = AgentMonitor.query.filter(AgentMonitor.is_delete == 0, AgentMonitor.agent_num.in_(agent_nums)).all()
        res = []
        for agent_monitor in agent_monitors:
            agent = agent_num_map.get(agent_monitor.agent_num)
            data = AgentMonitorData()
            data.saas_id = saas_id
            data.agent_num = agent_monitor.agent_num
            data.agent_name = agent.agent_name
            data.out_id = agent_monitor.out_id
            data.check_state = agent_monitor.check_state
            data.check_scene = agent_monitor.check_scene
            data.online_state = 1 if agent_monitor.check_state == AgentCheck.IN.code else 0

            if agent_monitor.check_in_time:
                data.check_in_time = agent_monitor.check_in_time.timestamp()
                day_start = self._get_day_start()
                if agent_monitor.check_in_time.timestamp() > day_start and \
                        agent_monitor.check_state == AgentCheck.OUT.code:
                    data.online_state = 2

            data.check_out_time = agent_monitor.check_out_time.timestamp() if agent_monitor.check_out_time else None
            data.service_state = agent_monitor.service_state
            data.busy_time = agent_monitor.busy_time.timestamp() if agent_monitor.busy_time else None
            data.idle_time = agent_monitor.idle_time.timestamp() if agent_monitor.idle_time else None
            data.call_time = agent_monitor.call_time.timestamp() if agent_monitor.call_time else None
            data.hang_time = agent_monitor.hang_time.timestamp() if agent_monitor.hang_time else None
            data.heart_state = agent_monitor.heart_state
            data.heart_time = agent_monitor.heart_time.timestamp() if agent_monitor.heart_time else None
            data.update_time = agent_monitor.update_time.timestamp() if agent_monitor.update_time else None
            res.append(data.__dict__)
        return res

    @with_app_context
    def update_checkin(self, agent_monitor):
        agent_monitor.check_state = AgentCheck.IN.code
        agent_monitor.check_in_time = datetime.now()
        agent_monitor.heart_state = AgentHeartState.NORMAL.code
        agent_monitor.heart_time = datetime.now()
        self.logger.info("update_checkin %s",  agent_monitor.check_state)
        db.session.commit()
        db.session.refresh(agent_monitor)

    @with_app_context
    def update_checkout(self, agent_monitor):
        agent_monitor.check_state = AgentCheck.OUT.code
        agent_monitor.check_out_time = datetime.now()
        agent_monitor.service_state = AgentServiceState.LOGOUT.code
        agent_monitor.heart_state = AgentHeartState.DEFAULT.code
        agent_monitor.heart_time = datetime.now()
        self.logger.info("update_checkout %s", agent_monitor.check_out_time)
        db.session.commit()

    @with_app_context
    def update_idle(self, agent_monitor):
        agent_monitor.service_state = AgentServiceState.IDLE.code
        agent_monitor.idle_time = datetime.now()
        db.session.commit()

    @with_app_context
    def update_busy(self, agent_monitor):
        agent_monitor.service_state = AgentServiceState.BUSY.code
        agent_monitor.busy_time = datetime.now()
        db.session.commit()

    @with_app_context
    def update_dialing(self, agent_monitor):
        agent_monitor.service_state = AgentServiceState.DIALING.code
        db.session.commit()

    @with_app_context
    def update_calling(self, agent_monitor):
        agent_monitor.service_state = AgentServiceState.CALLING.code
        agent_monitor.call_time = datetime.now()
        db.session.commit()

    @with_app_context
    def update_processing(self, agent_monitor):
        agent_monitor.service_state = AgentServiceState.REPROCESSING.code
        agent_monitor.hang_time = datetime.now()
        db.session.commit()

    @with_app_context
    def update_session_id(self, agent_monitor, session_id):
        agent_monitor.session_id = session_id
        db.session.commit()

    @with_app_context
    def update_heart_error(self, agent_monitor):
        agent_monitor.heart_state = AgentHeartState.ABNORMAL.code
        agent_monitor.heart_time = datetime.now()
        db.session.commit()

    def _get_day_start(self):
        today_start = datetime.now().replace(hour=0, minute=0, second=0, microsecond=0)
        return int(today_start.timestamp() * 1000)  # Return milliseconds


class AgentActionLogService:

    def __init__(self, app):
        self.app = app
        self.logger = app.logger
        self.data_handle_server = DataHandleServer(app)

    @with_app_context
    def insert_check_state(self, agent_monitor, agent_check_enum: AgentCheck, agent_log_enum: AgentLogState):
        action_log = AgentActionLog()
        action_log.saas_id = agent_monitor.saas_id
        action_log.agent_num = agent_monitor.agent_num
        action_log.out_id = agent_monitor.out_id
        action_log.action_type = 0
        action_log.check_state = agent_check_enum.code
        action_log.pre_check_state = agent_monitor.check_state
        if agent_log_enum:
            action_log.event_type = agent_log_enum.code
            action_log.event_desc = agent_log_enum.description
        now = datetime.now()
        pre_date = None
        if agent_monitor.check_state == AgentCheck.IN.code:
            pre_date = agent_monitor.check_in_time
        if agent_monitor.check_state == AgentCheck.OUT.code:
            pre_date = agent_monitor.check_out_time
        if pre_date is None:
            pre_date = agent_monitor.update_time
        action_log.check_state_time = now
        action_log.pre_check_state_time = pre_date
        action_log.check_state_duration = now.timestamp() - pre_date.timestamp()
        db.session.add(action_log)
        db.session.commit()

    @with_app_context
    def insert_service_state(self, agent_monitor, agent_service_state: AgentServiceState, agent_log_enum: AgentLogState,
                             task_id=None, service_id=None):
        if agent_monitor.service_state == agent_service_state.code:
            self.logger.info("agent action log insert service state same %s %s", agent_monitor.service_state, agent_service_state.code)

        action_log = AgentActionLog()
        action_log.saas_id = agent_monitor.saas_id
        action_log.agent_num = agent_monitor.agent_num
        action_log.out_id = agent_monitor.out_id
        action_log.action_type = 1
        action_log.service_state = agent_service_state.code
        action_log.pre_service_state = agent_monitor.service_state
        action_log.task_id = task_id
        action_log.service_id = service_id
        if agent_log_enum:
            action_log.event_type = agent_log_enum.code
            action_log.event_desc = agent_log_enum.description
        now = datetime.now()
        pre_date = None
        if agent_monitor.service_state == AgentServiceState.IDLE.code:
            pre_date = agent_monitor.idle_time
        if agent_monitor.service_state == AgentServiceState.BUSY.code:
            pre_date = agent_monitor.busy_time
        if agent_monitor.service_state == AgentServiceState.CALLING.code:
            pre_date = agent_monitor.call_time
        if agent_monitor.service_state == AgentServiceState.LOGOUT.code:
            pre_date = agent_monitor.check_out_time
        if agent_monitor.service_state == AgentServiceState.REPROCESSING.code:
            pre_date = agent_monitor.hang_time
        action_log.service_state_time = now
        if pre_date is None:
            pre_date = agent_monitor.update_time
        action_log.pre_service_state_time = pre_date
        action_log.service_state_duration = now.timestamp() - pre_date.timestamp()
        db.session.add(action_log)
        db.session.commit()


class AgentStateService:

    def __init__(self, app):
        self.app = app
        self.logger = app.logger
        self.redis_handler = RedisHandler()
        self.assigned_recycle_millisecond = 60000
        self.state_service_id_data_map = defaultdict(dict)
        self.executor = ThreadPoolExecutor(max_workers=10)
        self.data_handle_server = DataHandleServer(app)
        self.agent_monitor_service = AgentMonitorService(app)
        self.agent_actionlog_service = AgentActionLogService(app)

    def idle(self, saas_id, agent_id, phone_num):
        human_service = self.data_handle_server.get_human_service_service(saas_id, agent_id)
        if human_service is None:
            self.logger.info(f"agent engine idle not have human service {saas_id} {agent_id}")  # 使用print替代log
            return
        self.idle_hash(saas_id, agent_id, phone_num, human_service.service_id)

    def busy(self, saas_id, agent_id, phone_num):
        human_service = self.data_handle_server.get_human_service_service(saas_id, agent_id)
        if human_service is None:
            self.logger.info(f"agent engine busy not hava human service {saas_id} {agent_id}")  # 使用print替代log
            return
        self.busy_hash(saas_id, agent_id, phone_num, human_service.service_id)

    def idle_by_human(self, saas_id, agent_id, service_id):
        agent = self.data_handle_server.get_agent(saas_id, out_id=agent_id)
        if not agent:
            return
        agent_monitor = self.data_handle_server.get_agent_monitor(saas_id, agent_number=agent.agent_num)
        if not agent_monitor:
            return
        if agent_monitor.check_state == AgentCheck.IN.code:
            self.agent_monitor_service.update_idle(agent_monitor)
            self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.IDLE, AgentLogState.ACTIVE_HUMAN_SERVICE)
            self.idle_hash(saas_id, agent_id, agent.phone_num, service_id)

    def busy_by_human(self, saas_id, service_id, agent_id=None):
        agent = self.data_handle_server.get_agent(saas_id, out_id=agent_id)
        if not agent:
            return
        agent_monitor = self.data_handle_server.get_agent_monitor(saas_id, agent_number=agent.agent_num)
        if not agent_monitor:
            return
        if agent_monitor.check_state == AgentCheck.IN.code:
            self.agent_monitor_service.update_busy(agent_monitor)
            self.agent_actionlog_service.insert_service_state(agent_monitor, AgentServiceState.BUSY,
                                                              AgentLogState.DEL_HUMAN_SERVICE)
            self.busy_hash(saas_id, agent_id, agent.phone_num, service_id)

    def checkin(self, saas_id, agent_id, phone_num):
        key = self._check_in_key(saas_id)
        state_data = AgentStateData()
        state_data.status = HumanState.DEFAULT.code
        state_data.time = datetime.now().timestamp()
        self.redis_handler.redis.hset(key, phone_num, state_data.to_json_string())
        self.redis_handler.redis.expire(key, self._get_expire_time())

    def checkout(self, saas_id, agent_id, phone_num):
        key = self._check_in_key(saas_id)
        self.redis_handler.redis.hdel(key, phone_num)

    def assign_agent(self, saas_id, service_id, called=None, ivr_id=None, task_id=None, cbp=None):
        choose_phone_num = ''
        self.logger.info("assignAgent %s %s %s"% (saas_id, service_id, called))
        idle_agents = self.idle_agents(saas_id, service_id)
        if len(idle_agents) <= 0:
            return choose_phone_num
        choose_phone_num = self._choose_max_idle_time(idle_agents)
        self.handle_assign_time(saas_id, service_id, choose_phone_num)
        return choose_phone_num

    def handle_assign_time(self, saas_id, service_id, choose_phone_num):
        key = self._key(saas_id, service_id)
        cache_agent_map = self.get_cache_agent_map(saas_id, service_id)
        if cache_agent_map and choose_phone_num in cache_agent_map:
            state_data = cache_agent_map[choose_phone_num]
            state_data.assign_time = datetime.now().timestamp() * 1000
            self.redis_handler.redis.hset(key, choose_phone_num, state_data.to_json_string())
            self.redis_handler.redis.expire(key, self._get_expire_time())
            # self.update_report_state(saas_id, service_id)


    def idle_agents(self, saas_id, service_id):
        cache_agent_list = self.get_cache_agent_list(saas_id, service_id)
        if not cache_agent_list:
            return []
        agent_str = '\n'.join(["%s-%s-%s-%s"%(x.phone_num, x.status, x.time, x.assign_time) for x in cache_agent_list])
        self.logger.info("assignAgent %s %s idleAgents:%s "% (saas_id, service_id, agent_str))
        return self.get_idle_agents(cache_agent_list)

    def idle_hash(self, saas_id, agent_id, phone_num, service_id):
        key = self._key(saas_id, service_id)
        state_data = AgentStateData()
        # self.logger.info("idle_hash, key=%s, saas_id=%s, phone_num=%s", key, saas_id, phone_num)
        cache_agent_map = self.get_cache_agent_map(saas_id, service_id)
        if cache_agent_map and phone_num in cache_agent_map:
            state_data = cache_agent_map[phone_num]

        state_data.status = HumanState.IDLE.code
        state_data.time = datetime.now().timestamp() * 1000
        self.redis_handler.redis.hset(key, phone_num, state_data.to_json_string())
        self.redis_handler.redis.expire(key, self._get_expire_time())
        # self.update_report_state(saas_id, service_id)
        self.logger.info("idle_hash, key=%s, saas_id=%s, phone_num=%s, state_data=%s"%(key, saas_id, phone_num, state_data))

    def busy_hash(self, saas_id, agent_id, phone_num, service_id):
        cache_agent_map = self.get_cache_agent_map(saas_id, service_id)
        state_data = cache_agent_map.get(phone_num)
        key = self._key(saas_id, service_id)
        if state_data is None:
            return
        state_data.status = HumanState.BUSY.code
        self.redis_handler.redis.hset(key, phone_num, state_data.to_json_string())
        self.redis_handler.redis.expire(key, self._get_expire_time())
        # self.update_report_state(saas_id, service_id)

    def get_cache_agent_map(self, saas_id, service_id):
        cache_agent_list = self.get_cache_agent_list(saas_id, service_id)
        # 检查列表是否为空，如果为空返回空字典
        if not cache_agent_list:
            return {}

        # 使用字典推导式将 cache_agent_list 转换为字典
        return {agent.phone_num: agent for agent in cache_agent_list}

    def get_cache_agent_list(self, saas_id, service_id):
        redis_key = self._key(saas_id, service_id)
        map_cache_by_key = self.redis_handler.redis.hgetall(redis_key)
        self.logger.info("get_cache_agent_list, redis_key=%s, map_cache_by_key=%s"%(redis_key, map_cache_by_key))
        if not map_cache_by_key:  # 检查字典是否为空
            return []  # 返回空列表

        free_agents = []
        for phone_num, json_value in map_cache_by_key.items():
            agent_status_data_dict = json.loads(json_value)
            agent_status_data = AgentStateData(**agent_status_data_dict)  # 解析 JSON 为 AgentStateData 对象
            agent_status_data.phone_num = phone_num.decode('utf-8')  # 设置电话号码
            free_agents.append(agent_status_data)
        return free_agents

    def get_idle_agents(self,cache_agent_list):
        current_time =int(datetime.now().timestamp() * 1000)  # 获取当前时间的毫秒级时间戳
        idle_agents = [
            agent for agent in cache_agent_list
            if agent.status == 1 and (
                    agent.assign_time == 0 or
                    agent.assign_time + self.assigned_recycle_millisecond < current_time
            )
        ]
        return idle_agents

    def get_agent_service_idle_size(self, saas_id, service_id):
        idle_agents_size = 0
        cache_agent_list = self.get_cache_agent_list(saas_id, service_id)
        if cache_agent_list:  # 检查列表是否非空
            idle_agents = self.get_idle_agents(cache_agent_list)
            idle_agents_size = len(idle_agents)  # 获取空闲代理的数量
        return idle_agents_size

    def get_agent_service_busy_size(self, saas_id, service_id):
        busy_agents_size = 0
        cache_agent_list = self.get_cache_agent_list(saas_id, service_id)
        if cache_agent_list:  # 检查列表是否非空
            idle_agents = self.get_idle_agents(cache_agent_list)
            busy_agents = [agent for agent in cache_agent_list if agent not in idle_agents]  # 计算忙碌代理
            busy_agents_size = len(busy_agents)  # 获取忙碌代理的数量
        return busy_agents_size

    def update_report_state(self, saas_id, service_id):
        key = self._key(saas_id, service_id)
        # data_map 这个地方有疑问
        data_map = self.state_service_id_data_map[key]
        idle = HumanState.IDLE
        if idle.value not in data_map:
            data_map[idle.code] = threading.Lock()
            self.executor.submit(self.do_report_real_time_human_service_id, saas_id, service_id, idle)
            # data_map[idle.code] = self.do_report_real_time_human_service_id(saas_id, service_id, idle)
        busy = HumanState.BUSY
        if busy.value not in data_map:
            data_map[busy.code] = threading.Lock()
            self.executor.submit(self.do_report_real_time_human_service_id, saas_id, service_id, busy)
            # data_map[busy.code] = self.do_report_real_time_human_service_id(saas_id, service_id, busy)

    def do_report_real_time_human_service_id(self, saas_id, service_id, human_state):
        name = "cti_center_real_time_human_service_state"
        tag_list = {
            "vcc_id": saas_id,
            "service_id": service_id,
            "state": human_state.code,
        }
        if human_state == HumanState.IDLE:
            # meter_registry 这块疑问
            self.meter_registry.gauge(name, tag_list, self, lambda ctx: ctx.get_agent_service_busy_size(saas_id, service_id))
        elif human_state == HumanState.BUSY:
            self.meter_registry.gauge(name, tag_list, self, lambda ctx: ctx.get_agent_service_idle_size(saas_id, service_id))
        return 0

    def _check_in_key(self, saas_id):
        return "CTI:%s:HUMAN:AGENT"%(saas_id.upper())

    def _key(self, saas_id, service_id):
        return "CTI:%s:HUMAN:%s"%(saas_id.upper(), service_id)

    def _get_expire_time(self):
        now = datetime.now()
        end_of_day = now.replace(hour=23, minute=59, second=59, microsecond=0)
        expire_time = (end_of_day - now).total_seconds() * 1000  # Convert to milliseconds
        return int(expire_time)

    def _choose_max_idle_time(self, idle_agents: List[AgentStateData]) -> str:
        idle_agents = sorted(idle_agents, key=lambda agent: agent.assign_time, reverse=False)
        return idle_agents[0].phone_num