private void extractAndDisplay(
StringBuilder builder, String var, TreeMap<String, List<String>> map) {
List<String> list = map.remove(var);
if (list != null) {
String value = getListItem(list);
if (ModelUtil.hasLength(value)) {
display(builder, var, value);
}
}
}
/**
* Create a new Workgroup.
*
* @param workgroupName the name of the workgroup.
* @param description the description of the workgroup.
* @param agents the agents, in a comma delimited string.
* @return a map of errors (if any)
*/
public static Map<String, String> createWorkgroup(
String workgroupName, String description, String agents) {
Map<String, String> errors = new HashMap<String, String>();
// Get a workgroup manager
WorkgroupManager wgManager = WorkgroupManager.getInstance();
if (wgManager == null) {
errors.put("general_error", "The server is down");
return errors;
}
String defaultQueueName = "Default Queue";
// Validate
if (workgroupName == null) {
errors.put("wgName", "");
} else {
try {
workgroupName = workgroupName.trim().toLowerCase();
workgroupName = Stringprep.nodeprep(workgroupName);
} catch (StringprepException se) {
errors.put("wgName", "");
}
}
// do a create if there were no errors
RequestQueue queue = null;
if (errors.size() == 0) {
try {
// Create new workgroup
Workgroup workgroup = wgManager.createWorkgroup(workgroupName);
workgroup.setDescription(description);
// Create a default workgroup queue
queue = workgroup.createRequestQueue(defaultQueueName);
// workgroup.setMaxChats(maxChats);
// workgroup.setMinChats(minChats);
// Make the workgroup ready by default:
workgroup.setStatus(Workgroup.Status.READY);
// Create default messages and images for the new workgroup
ChatSettingsCreator.getInstance().createDefaultSettings(workgroup.getJID());
// Add generic web form
FormManager formManager = FormManager.getInstance();
formManager.createGenericForm(workgroup);
} catch (UserAlreadyExistsException uaee) {
errors.put("exists", "");
} catch (Exception e) {
Log.error(e.getMessage(), e);
errors.put("general", "");
}
}
if (ModelUtil.hasLength(agents)) {
addAgents(queue, agents);
}
return errors;
}
public void chatSupportFinished(Workgroup workgroup, String sessionID) {
Log.debug("Chat Support Finished, sending transcripts");
final EmailService emailService = EmailService.getInstance();
String property = JiveGlobals.getProperty("mail.configured");
if (!ModelUtil.hasLength(property)) {
Log.debug("Mail settings are not configured, transcripts will not be sent.");
return;
}
final ChatSession chatSession = ChatTranscriptManager.getChatSession(sessionID);
if (chatSession == null || chatSession.getFirstSession() == null) {
return;
}
final StringBuilder builder = new StringBuilder();
SimpleDateFormat formatter = new SimpleDateFormat("MM/dd/yyy hh:mm a");
// Get duration of conversation
Date date = new Date(chatSession.getFirstSession().getStartTime());
int duration = getChatDuration(date, chatSession);
TreeMap<String, List<String>> map =
new TreeMap<String, List<String>>(chatSession.getMetadata());
String body = JiveGlobals.getProperty("chat.transcript.body");
if (ModelUtil.hasLength(body)) {
builder.append(body).append("\n\n");
}
builder.append("formname=chat transcript\n");
extractAndDisplay(builder, "question", map);
display(builder, "fullname", chatSession.getCustomerName());
extractAndDisplay(builder, "email", map);
extractAndDisplay(builder, "Location", map);
extractAndDisplay(builder, "userID", map);
extractAndDisplay(builder, "username", map);
extractAndDisplay(builder, "workgroup", map);
display(builder, "chatduration", String.valueOf(duration));
display(builder, "chatdate", formatter.format(date));
if (chatSession.getFirstSession() != null
&& chatSession.getFirstSession().getAgentJID() != null) {
try {
display(builder, "agent", new JID(chatSession.getFirstSession().getAgentJID()).toBareJID());
} catch (Exception e) {
Log.debug("Could not display agent in transcript.", e);
}
}
for (Iterator<Map.Entry<String, List<String>>> iterator = map.entrySet().iterator();
iterator.hasNext(); ) {
Map.Entry<String, List<String>> entry = iterator.next();
display(builder, entry.getKey(), getListItem(entry.getValue()));
}
builder.append("ctranscript=\n");
builder.append(ChatTranscriptManager.getTextTranscriptFromSessionID(sessionID));
String subject = JiveGlobals.getProperty("chat.transcript.subject");
String from = JiveGlobals.getProperty("chat.transcript.from");
String to = JiveGlobals.getProperty("chat.transcript.to");
if (!ModelUtil.hasLength(subject) || !ModelUtil.hasLength(from)) {
Log.debug(
"Transcript settings (chat.transcript.subject, chat.transcript.from) are not configured, "
+ "transcripts will not be sent.");
return;
}
if (ModelUtil.hasLength(to)) {
emailService.sendMessage(
"Chat Transcript", to, "Chat Transcript", from, subject, builder.toString(), null);
Log.debug("Transcript sent to " + to);
}
// NOTE: Do not sent to the customer. They will receive a prompt for a seperate chat transcript
// that does not contain agent information.
// Send to Agents
UserManager um = UserManager.getInstance();
for (Iterator<AgentChatSession> iterator = chatSession.getAgents(); iterator.hasNext(); ) {
AgentChatSession agentSession = iterator.next();
try {
User user = um.getUser(new JID(agentSession.getAgentJID()).getNode());
emailService.sendMessage(
"Chat Transcript",
user.getEmail(),
"Chat Transcript",
from,
subject,
builder.toString(),
null);
Log.debug("Transcript sent to agent " + agentSession.getAgentJID());
} catch (UserNotFoundException e) {
Log.error(
"Email Transcript Not Sent:"
+ "Could not load agent user object for jid "
+ agentSession.getAgentJID());
}
}
}
public void _jspService(HttpServletRequest request, HttpServletResponse response)
throws java.io.IOException, ServletException {
JspFactory _jspxFactory = null;
PageContext pageContext = null;
HttpSession session = null;
ServletContext application = null;
ServletConfig config = null;
JspWriter out = null;
Object page = this;
JspWriter _jspx_out = null;
PageContext _jspx_page_context = null;
try {
_jspxFactory = JspFactory.getDefaultFactory();
response.setContentType("text/html");
pageContext = _jspxFactory.getPageContext(this, request, response, null, true, 8192, true);
_jspx_page_context = pageContext;
application = pageContext.getServletContext();
config = pageContext.getServletConfig();
session = pageContext.getSession();
out = pageContext.getOut();
_jspx_out = out;
out.write('\r');
out.write('\n');
try {
out.write("\r\n\r\n ");
String wgID = request.getParameter("wgID");
final WorkgroupManager workgroupManager = WorkgroupManager.getInstance();
Workgroup workgroup = workgroupManager.getWorkgroup(new JID(wgID));
OfflineSettingsManager offlineManager = new OfflineSettingsManager();
String redirectValue = request.getParameter("redirectToPage");
String statusMessage = "";
OfflineSettings offlineSettings = null;
boolean emailConfigured = false;
String property = JiveGlobals.getProperty("mail.configured");
if (ModelUtil.hasLength(property)) {
emailConfigured = true;
}
boolean delete = request.getParameter("delete") != null;
boolean save = request.getParameter("save") != null && !delete;
if (save) {
String emailAddress = request.getParameter("email");
String subject = request.getParameter("subject");
String header = request.getParameter("headerField");
offlineSettings =
offlineManager.saveOfflineSettings(
workgroup, redirectValue, emailAddress, subject, header);
if (offlineSettings != null) {
statusMessage = "Offline settings have been saved.";
}
} else if (delete) {
statusMessage = "Offline settings have been deleted.";
offlineSettings =
offlineManager.saveOfflineSettings(workgroup, redirectValue, "", "", "");
} else {
try {
offlineSettings = offlineManager.getOfflineSettings(workgroup);
} catch (OfflineSettingsNotFound offlineSettingsNotFound) {
offlineSettings = new OfflineSettings();
}
}
out.write("\r\n<html>\r\n <head>\r\n <title>");
out.print("Offline Settings for " + wgID);
out.write(
"</title>\r\n <meta name=\"subPageID\" content=\"workgroup-offline\"/>\r\n <meta name=\"extraParams\" content=\"");
out.print("wgID=" + wgID);
out.write(
"\"/>\r\n <!--<meta name=\"helpPage\" content=\"set_an_offline_policy_for_a_workgroup.html\"/>-->\r\n\r\n <script>\r\n function saveOfflineSettings(){\r\n var todo = document.offline.todo;\r\n if(todo[0].checked){\r\n var url = document.offline.redirectToPage.value;\r\n if(!Jtrim(url)){\r\n alert(\"Please specify the URL to forward to.\");\r\n document.offline.redirectToPage.focus();\r\n return;\r\n }\r\n document.offline.email.value = \"\";\r\n document.offline.subject.value = \"\";\r\n document.offline.headerField.value = \"\";\r\n\r\n document.offline.submit();\r\n }\r\n else if(todo[1].checked){\r\n var email = document.offline.email.value;\r\n var subject = document.offline.subject.value;\r\n var message = document.offline.headerField.value;\r\n document.offline.redirectToPage.value = '';\r\n");
out.write(
"\r\n if(!Jtrim(email) || !Jtrim(subject) || !Jtrim(message)){\r\n alert(\"All fields are required.\");\r\n return;\r\n }\r\n document.offline.submit();\r\n }\r\n }\r\n\r\n\r\n\r\n function Jtrim(st) {\r\n var len = st.length;\r\n var begin = 0, end = len - 1;\r\n while (st.charAt(begin) == \" \" && begin < len) {\r\n begin++;\r\n }\r\n while (st.charAt(end) == \" \" && end > begin) {\r\n end--;\r\n }\r\n return st.substring(begin, end + 1);\r\n }\r\n </script>\r\n </head>\r\n <body>\r\n Specify action to take when this workgroup has no available agents to take incoming chat requests.\r\n ");
if (statusMessage != null && !statusMessage.equals("")) {
out.write("\r\n <div class=\"success\">\r\n ");
out.print(statusMessage);
out.write("\r\n </div>\r\n ");
}
out.write("\r\n\r\n ");
if (!emailConfigured) {
out.write(
"\r\n <div class=\"error\">\r\n Email form will not be displayed until you configure your <a href=\"../../system-email.jsp\">email settings</a>.\r\n </div>\r\n ");
}
out.write("\r\n\r\n <div id=\"offline_message\">");
out.print(statusMessage);
out.write(
"</div>\r\n <p/>\r\n <form action=\"workgroup-offline.jsp\" method=\"get\" name=\"offline\">\r\n <input type=\"hidden\" name=\"wgID\" value=\"");
out.print(wgID);
out.write(
"\" />\r\n <div>\r\n <div class=\"jive-contentBoxHeader\">\r\n Offline Workgroup Action\r\n </div>\r\n <table width=\"100%\" cellpadding=\"3\" cellspacing=\"0\" border=\"0\" class=\"jive-contentBox\">\r\n <tr valign=\"top\">\r\n ");
String checked = offlineSettings.redirects() ? "checked" : "";
out.write(
"\r\n <td width=\"1%\">\r\n <input type=\"radio\" name=\"todo\" value=\"redirectToPage\" ");
out.print(checked);
out.write(
" />\r\n </td>\r\n <td nowrap><b>Redirect To Web Page</b>\r\n </td>\r\n <td class=\"c2\">\r\n <input type=\"text\" name=\"redirectToPage\" size=\"40\" value=\"");
out.print(offlineSettings.getRedirectURL());
out.write(
"\" /><br/>\r\n <span class=\"jive-description\">e.g. http://www.jivesoftware.com/contact.html</span>\r\n </td>\r\n </tr>\r\n <tr>\r\n <td nowrap width=\"1%\">\r\n <input type=\"radio\" name=\"todo\" value=\"showEmailPage\" ");
out.print(!offlineSettings.redirects() ? "checked" : "");
out.write(
"/>\r\n <td><b>Display Email Form</b></td>\r\n </td>\r\n <td> </td>\r\n </tr>\r\n <!-- Email Address -->\r\n <tr valign=\"top\">\r\n <td> </td>\r\n <td>Email Address:</td>\r\n <td>\r\n <input type=\"text\" size=\"40\" name=\"email\" value=\"");
out.print(offlineSettings.getEmailAddress());
out.write(
"\" /><br/>\r\n <span class=\"jive-description\">Email address to send all offline messages to.</span>\r\n </td>\r\n </tr>\r\n <!-- End of Email Address -->\r\n <!-- Subject Line -->\r\n <tr valign=\"top\">\r\n <td> </td>\r\n <td>Subject:</td>\r\n <td>\r\n <input type=\"text\" size=\"40\" name=\"subject\" value=\"");
out.print(offlineSettings.getSubject());
out.write(
"\"/><br/>\r\n <span class=\"jive-description\">The subject of all offline email messages.</span>\r\n </td>\r\n </tr>\r\n <!-- End Of Subject Line -->\r\n <tr valign=\"top\">\r\n <td> </td>\r\n <td>Offline Text:</td>\r\n <td>\r\n <textarea name=\"headerField\" cols=\"40\" rows=\"5\">");
out.print(offlineSettings.getOfflineText());
out.write(
"</textarea><br/>\r\n <span class=\"jive-description\">Text to display to the user in the email form.</span>\r\n </td>\r\n </tr>\r\n <input type=\"hidden\" name=\"save\" value=\"save\">\r\n <tr>\r\n </tr>\r\n ");
out.write(
"\r\n </table>\r\n <table><tr>\r\n <td colspan=\"1\"> <input type=\"button\" name=\"save\" value=\"Save Changes\" onclick=\"return saveOfflineSettings();\" /></td>\r\n <td colspan=\"1\"> <input type=\"submit\" name=\"delete\" value=\"Delete Changes\" /></td>\r\n </tr></table>\r\n </div>\r\n </form>\r\n\r\n</body>\r\n</html>\r\n\r\n");
} catch (Exception ex) {
ex.printStackTrace();
}
} catch (Throwable t) {
if (!(t instanceof SkipPageException)) {
out = _jspx_out;
if (out != null && out.getBufferSize() != 0) out.clearBuffer();
if (_jspx_page_context != null) _jspx_page_context.handlePageException(t);
}
} finally {
if (_jspxFactory != null) _jspxFactory.releasePageContext(_jspx_page_context);
}
}
public boolean redirects() {
return (ModelUtil.hasLength(getRedirectURL()));
}
public String getSubject() {
if (!ModelUtil.hasLength(subject)) {
return "";
}
return subject;
}
public String getEmailAddress() {
if (!ModelUtil.hasLength(emailAddress)) {
return "";
}
return emailAddress;
}
public String getOfflineText() {
if (!ModelUtil.hasLength(offlineText)) {
return "";
}
return offlineText;
}
public String getRedirectURL() {
if (!ModelUtil.hasLength(redirectURL)) {
return "";
}
return redirectURL;
}