voice-gateway-service/src/core/callcenter/esl/client.py

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

import json
import random
import socketserver
import sys

import ESL
import time
import mmh3
import threading
import traceback
import concurrent.futures

from apscheduler.schedulers.background import BackgroundScheduler

from src.core.callcenter.cache import Cache
from src.core.callcenter.api import MakeCallContext, DelayAction, CallInfo, DeviceInfo, NextCommand
from src.core.callcenter.constant import SK, EMPTY, CTI_ENGINE_DELAY_ACTION_LOCK, HOLD_MUSIC_PATH, saasId
from src.core.callcenter.esl.constant.esl_constant import BRIDGE_VARIABLES, BRIDGE, HANGUP, NORMAL_CLEARING, SIP_HEADER, SPACE, SPLIT, SOFIA, \
    ORIGINATE, PARK, SET, EAVESDROP, SMF_ALEG, EXECUTE, PLAYBACK, PAUSE, TRANSFER, UUID_TRANSFER, UUID_BROADCAST, UUID_BREAK, UUID_HOLD, \
    UUID_RECORD, UUID_SETVAR, UUID_GETVAR
import src.core.callcenter.esl.utils.esl_event_util as EslEventUtil
import src.core.callcenter.esl.handler as event_handler
from src.core.callcenter.esl.constant.sip_header_constant import sipHeaderHoldMusic, profile1, profile2, sipHeaderCallId
from src.core.callcenter.enumeration import CallCause, DeviceType, DelayActionEnum, HangupDir, CallType, NextType, \
    Direction, CdrType
from src.core.callcenter.esl.handler.default_esl_event_handler import DefaultEslEventHandler
from src.core.callcenter.snowflake import Snowflake
from src.core.datasource import SERVE_HOST
from src.core.voip.constant import *
from src.core.callcenter.data_handler import *
class InboundClient:

    def __init__(self, agent, app):
        self.con = None
        self.thread_num = 12
        self.is_stopping = False
        self.app = app
        self.logger = app.logger
        self.bot_agent = agent
        self.cache = Cache(app)
        self.handler_table = self.scan_esl_event_handlers()
        self.default_event_handler = DefaultEslEventHandler(self, self.bot_agent)
        self.host, self.port, self.password = SERVE_HOST, '8021', '4918257983818884358'
        self.executors = {x: concurrent.futures.ThreadPoolExecutor(max_workers=1) for x in range(self.thread_num)}
        self.delay_action_executor = concurrent.futures.ThreadPoolExecutor(max_workers=5)
        self.delay_action_scheduler = BackgroundScheduler()
        # self.delay_action_scheduler.add_job(self.submit_delay_action, 'interval', seconds=1, max_instances=1)
        # self.delay_action_scheduler.start()
        threading.Thread(target=self.start, args=()).start()

    def submit_delay_action(self):
        for name, member in DelayActionEnum.__members__.items():
            action_messages = self.cache.get_delay_message(name)
            for action_message in action_messages:
                self.delay_action_executor.submit(self.do_delay_action, name, action_message)

    def scan_esl_event_handlers(self):
        import inspect
        import importlib
        import pkgutil

        classes = []
        # 遍历包中的模块
        for module_info in pkgutil.iter_modules(event_handler.__path__):
            module = importlib.import_module(f"{event_handler.__name__}.{module_info.name}")
            for _name, _cls in inspect.getmembers(module, inspect.isclass):
                if hasattr(_cls, '_esl_event_name'):
                    classes.append(_cls)

        handlers = {}
        for _cls in classes:
            items = handlers.get(_cls._esl_event_name, [])
            items.append(_cls(self, self.bot_agent))
            handlers[_cls._esl_event_name] = items
        return handlers

    def start(self):
        self.logger.info('inbound.start')
        self.con = ESL.ESLconnection(self.host, self.port, self.password)
        if self.con.connected():
            self.logger.info('inbound esl connected ... ')
            self.con.events('plain', 'all') #CHANNEL_ORIGINATE,CHANNEL_PROGRESS,CHANNEL_PROGRESS_MEDIA,CHANNEL_ANSWER,CHANNEL_HANGUP,CUSTOM,PLAYBACK_START,PLAYBACK_STOP,DETECTED_TONE
            while not self.is_stopping:
                e = self.con.recvEvent()
                # if e:
                #     self.logger.info(json.loads(e.serialize('json')))
                event_name = e.getHeader("Event-Name")
                if event_name == "SERVER_DISCONNECTED":
                    self.logger.info('come in SERVER_DISCONNECTED case')
                    self.con.disconnect()
                    time.sleep(3)
                    self.start()
                else:
                    # threading.Thread(target=self.process_esl_event, args=(e,)).start()
                    self.choose_thread_pool_executor(e).submit(self.process_esl_event, e)

    def choose_thread_pool_executor(self, e):
        call_id = EslEventUtil.getCallId(e)
        device_id = EslEventUtil.getUniqueId(e)
        wdh_device_id = EslEventUtil.getDeviceId(e)
        random_id = call_id if call_id else device_id
        if random_id:
            random_index = abs(mmh3.hash(random_id)) % len(self.executors)
        else:
            random_index = random.randint(0, len(self.executors) - 1) if self.executors else 0
        # print('choose_thread_pool_executor.index=', random_index, call_id, device_id, wdh_device_id)
        return self.executors.get(random_index)

    def process_esl_event(self, e):
        # print(json.loads(e.serialize('json')))
        event_name = EslEventUtil.getEventName(e)
        coreUUID = EslEventUtil.getCoreUuid(e)
        address = self.host + ':' + self.port
        # self.logger.info("process_esl_event.event_name=%s,coreUUID=%s", event_name, coreUUID)
        try:
            if event_name in self.handler_table:
                items = self.handler_table.get(event_name)
                for x in items:
                    try:
                        x.handle(address, e, coreUUID)
                    except:
                        traceback.print_exc()
            else:
                self.default_event_handler.handle(address, e, coreUUID)
        except:
            traceback.print_exc()

    def do_delay_action(self, action, message):
        delay_action = DelayAction.from_json(message)
        flag = self.cache.lock_delay_action(delay_action.uuid)
        if not flag:
            self.logger.info("异步延迟执行操作重复 action:%s msg:%s", action, message)
            return
        delay_action_enum = DelayActionEnum.get_by_code(action)
        if not delay_action_enum:
            self.logger.info("异步延迟执行 delayActionEnum为空 action:%s msg:%s", action, message)
            return

        if DelayActionEnum.CALL_TIMEOUT_HANGUP == delay_action_enum:
            self.exec_when_call_timeout(delay_action.call_id, delay_action.device_id)
        elif DelayActionEnum.PLAY_TIMEOUT_HANGUP == delay_action_enum:
            self.exec_when_play_timeout(delay_action.call_id)
        elif DelayActionEnum.ACD_TIMEOUT_PLAY == delay_action_enum:
            self.exec_when_acd_timeout(delay_action.call_id)

    def exec_when_call_timeout(self, call_id, device_id):
        call_info = self.cache.get_call_info(call_id)
        if not call_info or not (device_id in call_info.device_list):
            return
        device_info = call_info.device_info_map.get(device_id)
        if device_info and device_info.answer_time is None:
            self.logger.info("call:%s deviceId:%s execWhenCallTimeOut", call_id, device_id)
            device_info.hangup_cause = CallCause.CALL_TIMEOUT.name
            call_info.next_commands = []
            if device_info.device_type <= DeviceType.ROBOT.code:
                call_info.hangup_dir = HangupDir.PLATFORM_HANGUP.code
                call_info.hangup_code = CallCause.CALL_TIMEOUT.code
            # if device_info.device_type.code == DeviceType.CUSTOMER.code:
                # call_info.user_no_answer_end_call = True

            if not device_info.end_time and device_info.device_type.code == DeviceType.CUSTOMER.code:
                channel = self.show_channel(device_id)
                if channel:
                    delay_action = DelayAction(call_id=call_id, device_id=device_id)
                    self.cache.add_delay_message(DelayActionEnum.CALL_TIMEOUT_DECR, delay_action, timeouts=20)
            self.cache.add_call_info(call_info)
            self.hangup_call(call_id, device_id, CallCause.CALL_TIMEOUT)

    def exec_when_play_timeout(self, call_id):
        call_info = self.cache.get_call_info(call_id)
        if not call_info or not call_info.next_commands:
            return
        self.logger.debug("播放结束音乐失败，进行挂机 callId:%s", call_id)
        next_types = [x.next_type for x in call_info.next_commands]
        if NextType.NEXT_HANGUP.code in next_types:
            for device_id in call_info.device_list:
                self.hangup_call(call_id, device_id, CallCause.PLAY_TIMEOUT)

    def exec_when_acd_timeout(self, call_id):
        call_info = self.cache.get_call_info(call_id)
        if not call_info:
            self.logger.info("exec_when_acd_timeout callInfo为空 callId: {}", call_id)
            return
        device_list = [v for k,v in call_info.device_info_map.items() if v.device_type == DeviceType.CUSTOMER]
        if device_list and len(device_list) == 1:
            device_id = device_list[0].device_id
            self.bridge_break(device_id)
            self.hold_play(device_id, HOLD_MUSIC_PATH)
            self.play_timeout(call_id, timeout=30)
            self.cache.add_call_info(call_info)
            self.logger.info("waitingTimeOut 开始播放结束音乐 callId:%s customerDeviceId:%s playFile:%s", call_id,
                             device_id, HOLD_MUSIC_PATH)

    def make_call_new(self, context: MakeCallContext):
        called = context.get_called()
        params = {'gateway': context.route_gateway_name, 'called': called, 'realm': context.get_realm()}

        builder = [
            '{', context.get_sip_header(), '}'
        ]

        if context.device_type == DeviceType.CUSTOMER.code:
            profile = self.expression(profile1, params)
            builder.append(f"{SOFIA}{SK}{profile}{SK}{called}{PARK}")
        else:
            profile = self.expression(profile2, params)
            builder.append(f"{profile}{PARK}")
        cmd = "".join(builder)
        print(cmd, flush=True)
        self.con.bgapi(ORIGINATE, cmd)

    def call_timeout(self, call_id, device_id, timeout):
        """呼叫超时主动挂机"""
        delay_action = DelayAction(call_id=call_id, device_id=device_id)
        self.cache.add_delay_message(DelayActionEnum.CALL_TIMEOUT_HANGUP.code, delay_action, timeouts=timeout)

    def send_args(self, device_id, name, arg, con=None):
        msg = ESL.ESLevent("sendmsg", device_id)
        msg.addHeader("call-command", EXECUTE)
        msg.addHeader("execute-app-name", name)
        msg.addHeader("execute-app-arg", arg)
        if con:
            con.sendEvent(msg)
        else:
            self.con.sendEvent(msg)

    def bridge_call(self, call_id, device_id1, device_id2):
        """桥接电话"""
        self.multi_set_var(device_id1, BRIDGE_VARIABLES)
        self.multi_set_var(device_id2, BRIDGE_VARIABLES)
        self.con.bgapi(BRIDGE, device_id1 + SPACE + device_id2)

    def transfer_call(self, _from, _to):
        """转接"""
        builder = [
            _from,
            "  -both 'set:hangup_after_bridge=false,set:park_after_bridge=true,park:' inline "
        ]
        arg = ''.join(builder)
        self.con.bgapi(TRANSFER, arg)

    def answer(self, device_id):
        """应答"""
        self.con.bgapi('uuid_phone_event', device_id + ' talk')

    def hangup_call(self, call_id, device_id, case_enum=CallCause.DEFAULT):
        """挂机"""
        msg = ESL.ESLevent("sendmsg", device_id)
        msg.addHeader("call-command", EXECUTE)
        msg.addHeader("execute-app-name", HANGUP)
        msg.addHeader("execute-app-arg", NORMAL_CLEARING)
        msg.addHeader("async", "true")
        _con = None
        try:
            _con = ESL.ESLconnection(self.host, self.port, self.password)
            if _con.connected():
                print("hangup_call挂机1 hangup call: %s, device: %s, ctiCauseEnum: %s" % (call_id, device_id, case_enum), flush=True)
                arg = ''.join([EslEventUtil.SIP_H_P_LIBRA_HANGUP_CAUSE, "=", case_enum.description])
                print("hangup_call挂机2 hangup call: %s, device: %s, arg: %s" % (call_id, device_id, arg), flush=True)
                self.send_args(device_id, SET, arg, con=_con)
                print("hangup_call挂机3 hangup call: %s, device: %s, arg: %s" % (call_id, device_id, arg), flush=True)
                _con.sendEvent(msg)
                print("hangup_call挂机4 hangup call: %s, device: %s, arg: %s" % (call_id, device_id, arg), flush=True)
        except:
            traceback.print_exc()
        finally:
            if _con:
                _con.disconnect()

    def broadcast(self, uuid, path, smf):
        builder = [
            UUID_BROADCAST,
            uuid,
            path,
            smf
        ]
        command = ' '.join(builder)
        self.con.bgapi(command, EMPTY)

    def break0(self, uuid, all=False, sync=True):
        builder = [
            UUID_BREAK,
            uuid
        ]
        if all:
            builder.append("all")
        command = ' '.join(builder)
        if sync:
            self.con.api(command, EMPTY)
        else:
            self.con.bgapi(command, EMPTY)

    def hold(self, smf, uuid, display):
        builder = [
            UUID_HOLD,
            smf,
            uuid,
            display
        ]
        if display:
            builder.append("all")
        else:
            builder.append(EMPTY)
        command = ' '.join(builder)
        self.con.bgapi(command, EMPTY)

    def get_var(self, uuid, var):
        builder = [
            UUID_GETVAR,
            uuid,
            var
        ]
        command = ' '.join(builder)
        self.con.bgapi(command, EMPTY)

    def set_var(self, uuid, var, val):
        builder = [
            UUID_SETVAR,
            uuid,
            var,
            val
        ]
        command = ' '.join(builder)
        self.bgapi(command, desc ="bridge_break")

    def multi_set_var(self, uuid, params):
        builder = [
            "uuid_setvar_multi " + uuid + " "
        ]
        builder1 = []
        for k, v in params.items():
            builder1.append(k + "="+v)
        builder.append(';'.join(builder1))
        command = ''.join(builder)
        self.con.bgapi(command, EMPTY)

    def record(self, uuid, action, path, limit):
        builder = [
            UUID_RECORD,
            uuid,
            action,
            path,
            str(limit)
        ]
        command = ' '.join(builder)
        self.con.bgapi(command, EMPTY)

    def transfer(self, uuid, smf, dest, dialplan, context):
        builder = [
            UUID_TRANSFER,
            uuid,
            smf,
            dest,
            dialplan,
            context
        ]
        command = ' '.join(builder)
        self.con.bgapi(command, EMPTY)

    def insert(self, device_id):
        """强插"""
        builder = [
            device_id,
            "  -both 'set:hangup_after_bridge=false,set:park_after_bridge=true,park:' inline "
        ]
        arg = ''.join(builder)
        self.con.api(TRANSFER, arg)

    def bridge_break(self, call_id, device_id):
        """拆线"""
        builder = [
            device_id,
            f"  -both 'set:hangup_after_bridge=false,set:park_after_bridge=true,set:{SIP_HEADER}{sipHeaderHoldMusic}={call_id},park:' inline "
        ]
        arg = ''.join(builder)
        self.api(TRANSFER, arg, "bridge_break")

    def play_file(self, call_id, device_id, file, sync):
        """放音"""
        if sync:
            return self.hold_play(device_id, file)
        else:
            msg = ESL.ESLevent("sendmsg", device_id)
            msg.addHeader("call-command", EXECUTE)
            msg.addHeader("execute-app-name", PLAYBACK)
            msg.addHeader("execute-app-arg", file)
            msg.addHeader("async", "true")
            self.con.sendEvent(msg)

    def stop_play(self, device_id):
        """关闭播放音乐"""
        builder = [
            device_id,
            " on"
        ]
        arg = ''.join(builder)
        self.con.api(PAUSE, arg)

    def hold_play(self, device_id, play):
        """向a-leg插播tts音乐(无限播放)"""
        builder = [
            device_id,
            " playback::",
            play,
            " ",
            SMF_ALEG
        ]
        arg = ''.join(builder)
        self.api(UUID_BROADCAST, arg, "hold_play")

    def api(self, command, arg=EMPTY, desc=""):
        _con = None
        try:
            _con = ESL.ESLconnection(self.host, self.port, self.password)
            if _con.connected():
                e = _con.api(command, arg)
                print('debugger::%s success, arg=%s, event=%s' % (desc, command + ' ' + arg, e.serialize('json')),
                      flush=True)
        except:
            traceback.print_exc()
        finally:
            if _con:
                _con.disconnect()

    def bgapi(self, command, arg=EMPTY, desc=""):
        _con = None
        try:
            _con = ESL.ESLconnection(self.host, self.port, self.password)
            if _con.connected():
                e = _con.bgapi(command, arg)
                print('debugger::%s success, arg=%s, event=%s' % (desc, command + ' '+arg, e.serialize('json')), flush=True)
        except:
            traceback.print_exc()
        finally:
            if _con:
                _con.disconnect()

    def play_timeout(self, call_id, timeout):
        """播放超时主动挂机"""
        delay_action = DelayAction(call_id=call_id)
        self.cache.add_delay_message(DelayActionEnum.PLAY_TIMEOUT_HANGUP.code, delay_action, timeouts=timeout)

    def listen(self, device_id1, device_id2, aleg=True, bleg=True):
        """监听"""
        if aleg:
            self.send_args(device_id1, SET, "eavesdrop_bridge_aleg=true")
        if bleg:
            self.send_args(device_id1, SET, "eavesdrop_bridge_bleg=true")
        self.send_args(device_id1, EAVESDROP, device_id2)

    def show_channel(self, device_id):
        msg = self.con.api("show", " channels like " + device_id + " as json")
        print('show_channel::', msg)
        return msg

    def expression(self, template, params):
        for key, value in params.items():
            template = template.replace("#{["+key+"]}", str(value))
        return template

    def stop(self):
        for k, v in self.executors.items():
            v.shutdown()
        self.con.disconnect()
        self.is_stopping = True


class OutboundClient:

    def __init__(self, agent, app):
        self.app = app
        self.logger = app.logger
        self.whitelist = []
        self.update_whitelist()  # 初始化加载白名单

        # 定时更新白名单
        threading.Thread(target=self.refresh_whitelist, daemon=True).start()


        self.dataHandleServer = DataHandleServer(app)
        #threading.Thread(target=self.start, args=('0.0.0.0', 8084, agent, logger)).start()
        server_thread = threading.Thread(target=self.start, args=('0.0.0.0', 8084, agent))
        server_thread.daemon = True  # 设置守护线程
        server_thread.start()

    def update_whitelist(self):
        with self.app.app_context():
            phones = Whitelist.query.filter_by(del_flag=0).all()
            self.whitelist = [phone.phone for phone in phones]
            self.logger.info("Whitelist updated: %s", self.whitelist)

    def refresh_whitelist(self):
        while True:
            time.sleep(3600) # 每 1小时 更新一次
            self.update_whitelist()

    def load_whitelist(self):
        return self.whitelist

    def load_agent_monitor(self):
        with self.app.app_context():
            agents = AgentMonitor.query.filter_by(check_state=0,service_state=2).all()
            agent_nums = [agent.agent_num for agent in agents]
            return agent_nums


    class ESLRequestHandler(socketserver.BaseRequestHandler):
        def setup(self):
            try:
                self.server.logger.info('%s connected!', self.client_address)
                fd = self.request.fileno()
                con = ESL.ESLconnection(fd)
                self.server.logger.info('Connected: %s', con.connected())
                if con.connected():
                    info = con.getInfo()

                    # print(json.loads(info.serialize('json')))
                    event_name = info.getHeader("Event-Name")
                    device_id = info.getHeader("unique-id")
                    caller_number = info.getHeader("Caller-Caller-ID-Number")  # 获取来电号码
                    whitelist = self.server.load_whitelist()

                    call_id = 'C' + str(Snowflake().next_id())
                    new_device_id = 'D' + str(Snowflake().next_id())

                    kwargs = json.loads(info.serialize('json'))
                    kwargs['variable_sip_h_P-LIBRA-CallId'] = call_id
                    kwargs['variable_sip_h_P-LIBRA-DeviceId'] = new_device_id
                    call_info = {
                        "session_id": call_id,
                        "time_begin": datetime.utcnow(),
                        "category": 0,
                        "phone": caller_number
                    }
                    # 检查白名单
                    if caller_number in whitelist:
                        agents = self.server.load_agent_monitor()
                        destination = random.choice(agents) # 随机取一个坐席号
                        # 直接转接到人工坐席
                        self.server.logger.info( "Caller %s is in whitelist, agents: %s, destination: %s", caller_number, agents, destination)
                        call_info['type']= 0
                        call_info['agent_num'] = destination
                    else:
                        #转到ai机器人
                        destination = self.server.agent.register(**kwargs)
                        self.server.logger.info("debugger::device_id=%s, destination=%s, new_device_id=%s", device_id, destination, new_device_id)
                        call_info['type'] = 1
                        call_info['service_category'] = 1
                        call_info['user_id'] = destination
                        call_info['user_name'] = f"机器人{destination}"
                        self.build_call_info(call_id, device_id, new_device_id, str(destination), **kwargs)
                        self.server.cache.add_device_user_part(device_id, destination)
                        con.execute("bridge", "{sip_h_P-LIBRA-CallId=%s,sip_h_P-LIBRA-DeviceId=%s,origination_uuid=%s}user/%s"%(call_id, new_device_id, new_device_id, destination), device_id)

                    self.server.dataHandleServer.create_record(call_info)
                    # destination = "user/1001"
                    # msg = ESL.ESLevent("sendmsg", uuid)
                    # msg.addHeader("call-command", "execute")
                    # msg.addHeader("execute-app-name", "bridge")
                    # msg.addHeader("execute-app-arg", destination)
                    # # 发送消息以执行 bridge 操作
                    # con.sendEvent(msg)
                    # print(f"Call {uuid} is bridged to {destination}")

                    # con.execute("answer", "", uuid)

                    # con.execute("transfer", "1001 XML default", uuid)
                    # try:
                    #     con.disconnect()
                    # except:
                    #     print('come in ')
                    #     traceback.print_exc()
                else:
                    self.server.logger.info("Failed to connect to FreeSWITCH")
            except:
                traceback.print_exc()

        def build_call_info(self, call_id, device_id, new_device_id, destination, **kwargs):
            caller = kwargs.get('Channel-Caller-ID-Number')
            called = destination
            now = datetime.utcnow().timestamp()

            call_info = CallInfo(call_id=call_id, agent_key=destination,
                                 caller=caller, called=called, direction=Direction.INBOUND.code,
                                 call_type=CallType.BOOT_CALL.code, call_time=now,
                                 uuid1=call_id, uuid2=device_id, saas_id=saasId)
            device_custom = DeviceInfo(device_id=device_id, call_time=now,
                                     call_id=call_id, device_type=DeviceType.CUSTOMER.code,
                                     agent_key=destination, cdr_type=CdrType.TRANSFER.code)
            device_bot = DeviceInfo(device_id=new_device_id, call_time=now,
                                     call_id=call_id, device_type=DeviceType.ROBOT.code,
                                     agent_key=destination, cdr_type=CdrType.INBOUND.code)

            call_info.device_list.append(device_id)
            call_info.device_list.append(new_device_id)
            # call_info.next_commands.append(NextCommand(device_id, NextType.NEXT_CALL_BRIDGE.code, new_device_id))
            call_info.device_info_map = {device_id: device_custom, new_device_id: device_bot}
            print("lwdebugger::outBound, call_info=%s"%(call_info), flush=True)
            self.server.cache.add_call_info(call_info)


    class CustomTCPServer(socketserver.TCPServer):
        def __init__(self, server_address, RequestHandlerClass, agent, app,whitelist_loader,load_agent_monitor,dataHandleServer):
            self.agent = agent
            self.cache = Cache(app)
            self.logger = app.logger
            self.load_whitelist = whitelist_loader
            self.load_agent_monitor = load_agent_monitor
            self.dataHandleServer = dataHandleServer
            super().__init__(server_address, RequestHandlerClass)

    def start(self, HOST='0.0.0.0', PORT=8084, agent=None):
        # HOST, PORT = "0.0.0.0", 8084
        # 创建一个 TCP 服务器
        with self.CustomTCPServer((HOST, PORT), self.ESLRequestHandler, agent, self.app, self.load_whitelist, self.load_agent_monitor,self.dataHandleServer) as server:
            self.logger.info(f"ESL server listening on {HOST}:{PORT}")
            server.serve_forever()