Merge pull request #3834 from RocketChat/livechat-guest-pool-with-no-online-agents

Add option to accept livechats even if no agents online

packages/rocketchat-lib/i18n/en.i18n.json

@@ -6,6 +6,8 @@
   "500" : "Internal Server Error",
   "__username__is_no_longer__role__defined_by__user_by_" : "__username__ is no longer __role__ by __user_by__",
   "__username__was_set__role__by__user_by_" : "__username__ was set __role__ by __user_by__",
+  "Accept_with_no_online_agents" : "Accept with no online agents",
+  "Accept_incoming_livechat_requests_even_if_there_are_no_online_agents" : "Accept incoming livechat requests even if there are no online agents",
   "Access_not_authorized" : "Access not authorized",
   "Access_Token_URL" : "Access Token URL",
   "Accessing_permissions" : "Accessing permissions",

packages/rocketchat-lib/i18n/pt.i18n.json

@@ -6,6 +6,8 @@
   "500" : "Erro Interno do Servidor",
   "__username__is_no_longer__role__defined_by__user_by_" : "__username__ não pertence mais à __role__, por __user_by__",
   "__username__was_set__role__by__user_by_" : "__username__ foi definido como __role__ por __user_by__",
+  "Accept_with_no_online_agents" : "Aceitar sem agentes online",
+  "Accept_incoming_livechat_requests_even_if_there_are_no_online_agents" : "Aceitar requisições de livechat mesmo se não houverem agentes online",
   "Access_not_authorized" : "Acesso não autorizado",
   "Access_Token_URL" : "URL do Token de Acesso",
   "Accessing_permissions" : "Acessando permissões",

packages/rocketchat-livechat/config.js

@@ -150,6 +150,14 @@ Meteor.startup(function() {
 		]
 	});
 
+	RocketChat.settings.add('Livechat_guest_pool_with_no_agents', false, {
+		type: 'boolean',
+		group: 'Livechat',
+		i18nLabel: 'Accept_with_no_online_agents',
+		i18nDescription: 'Accept_incoming_livechat_requests_even_if_there_are_no_online_agents',
+		enableQuery: { _id: 'Livechat_Routing_Method', value: 'Guest_Pool' }
+	});
+
 	RocketChat.settings.add('Livechat_show_queue_list_link', false, {
 		type: 'boolean',
 		group: 'Livechat',

packages/rocketchat-livechat/server/api.js

@@ -49,25 +49,28 @@ Api.addRoute('sms-incoming/:service', {
 		}
 
 		sendMessage.message.msg = sms.body;
-
 		sendMessage.guest = visitor;
 
-		const message = SMSService.response.call(this, RocketChat.Livechat.sendMessage(sendMessage));
+		try {
+			const message = SMSService.response.call(this, RocketChat.Livechat.sendMessage(sendMessage));
 
-		Meteor.defer(() => {
-			if (sms.extra) {
-				if (sms.extra.fromCountry) {
-					Meteor.call('livechat:setCustomField', sendMessage.message.token, 'country', sms.extra.fromCountry);
-				}
-				if (sms.extra.fromState) {
-					Meteor.call('livechat:setCustomField', sendMessage.message.token, 'state', sms.extra.fromState);
-				}
-				if (sms.extra.fromCity) {
-					Meteor.call('livechat:setCustomField', sendMessage.message.token, 'city', sms.extra.fromCity);
+			Meteor.defer(() => {
+				if (sms.extra) {
+					if (sms.extra.fromCountry) {
+						Meteor.call('livechat:setCustomField', sendMessage.message.token, 'country', sms.extra.fromCountry);
+					}
+					if (sms.extra.fromState) {
+						Meteor.call('livechat:setCustomField', sendMessage.message.token, 'state', sms.extra.fromState);
+					}
+					if (sms.extra.fromCity) {
+						Meteor.call('livechat:setCustomField', sendMessage.message.token, 'city', sms.extra.fromCity);
+					}
 				}
-			}
-		});
+			});
 
-		return message;
+			return message;
+		} catch (e) {
+			return SMSService.error.call(this, e);
+		}
 	}
 });

packages/rocketchat-livechat/server/lib/Livechat.js

@@ -16,7 +16,14 @@ RocketChat.Livechat = {
 	},
 	getAgents(department) {
 		if (department) {
-			return RocketChat.models.LivechatDepartmentAgents.getForDepartment(department);
+			return RocketChat.models.LivechatDepartmentAgents.findByDepartmentId(department);
+		} else {
+			return RocketChat.models.Users.findAgents();
+		}
+	},
+	getOnlineAgents(department) {
+		if (department) {
+			return RocketChat.models.LivechatDepartmentAgents.getOnlineForDepartment(department);
 		} else {
 			return RocketChat.models.Users.findOnlineAgents();
 		}

packages/rocketchat-livechat/server/lib/QueueMethods.js

@@ -64,8 +64,13 @@ RocketChat.QueueMethods = {
 	 * only the client until paired with an agent
 	 */
 	'Guest_Pool' : function(guest, message, roomInfo) {
-		const agents = RocketChat.Livechat.getAgents(guest.department);
-		if (!agents) {
+		let agents = RocketChat.Livechat.getOnlineAgents(guest.department);
+
+		if (agents.count() === 0 && RocketChat.settings.get('Livechat_guest_pool_with_no_agents')) {
+			agents = RocketChat.Livechat.getAgents(guest.department);
+		}
+
+		if (agents.count() === 0) {
 			throw new Meteor.Error('no-agent-online', 'Sorry, no online agents');
 		}
 

packages/rocketchat-livechat/server/models/LivechatDepartmentAgents.js

@@ -71,7 +71,7 @@ class LivechatDepartmentAgents extends RocketChat.models._Base {
 		}
 	}
 
-	getForDepartment(departmentId) {
+	getOnlineForDepartment(departmentId) {
 		var agents = this.findByDepartmentId(departmentId).fetch();
 
 		if (agents.length === 0) {

packages/rocketchat-livechat/server/models/Users.js

@@ -27,6 +27,18 @@ RocketChat.models.Users.findOnlineAgents = function() {
 	return this.find(query);
 };
 
+/**
+ * Gets all agents
+ * @return
+ */
+RocketChat.models.Users.findAgents = function() {
+	var query = {
+		roles: 'livechat-agent'
+	};
+
+	return this.find(query);
+};
+
 /**
  * Find online users from a list
  * @param {array} userList - array of usernames

packages/rocketchat-sms/services/twilio.js

@@ -39,6 +39,18 @@ class Twilio {
 			body: '<Response></Response>'
 		};
 	}
+	error(error) {
+		let message = '';
+		if (error.reason) {
+			message = `<Message>${error.reason}</Message>`;
+		}
+		return {
+			headers: {
+				'Content-Type': 'text/xml'
+			},
+			body: `<Response>${message}</Response>`
+		};
+	}
 }
 
 RocketChat.SMS.registerService('twilio', Twilio);