[EE] Improve Forwarding Department behaviour with Waiting queue featu…

…re (#22043)

* [EE] Fix Forwarding Department not working with Waiting queue feature

* add waiting queue feature enabled check

* Refactor

* Fix forwarding of agents not working

* Apply suggestions from code review

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>

* Handle transfer api response properly on client + refactor

* Avoid passing unnecessary params

* Remove throw error.

* Improve throw message logic.

* Fix on-hold queue. Methods have been removed in another PR.

* Remove all subscription from a chat placed on-hold.

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>

app/livechat/client/views/app/tabbar/visitorForward.js

@@ -111,6 +111,7 @@ Template.visitorForward.events({
 		const transferData = {
 			roomId: instance.room.get()._id,
 			comment: event.target.comment.value,
+			clientAction: true,
 		};
 
 		const [user] = instance.selectedAgents.get();

app/livechat/server/lib/Helper.js

@@ -13,6 +13,7 @@ import { Apps, AppEvents } from '../../../apps/server';
 import notifications from '../../../notifications/server/lib/Notifications';
 import { sendNotification } from '../../../lib/server';
 import { sendMessage } from '../../../lib/server/functions/sendMessage';
+import { queueInquiry } from './QueueManager';
 
 export const allowAgentSkipQueue = (agent) => {
 	check(agent, Match.ObjectIncluding({
@@ -273,7 +274,7 @@ export const forwardRoomToAgent = async (room, transferData) => {
 		return false;
 	}
 
-	const { userId: agentId } = transferData;
+	const { userId: agentId, clientAction } = transferData;
 	const user = Users.findOneOnlineAgentById(agentId);
 	if (!user) {
 		throw new Meteor.Error('error-user-is-offline', 'User is offline', { function: 'forwardRoomToAgent' });
@@ -291,9 +292,11 @@ export const forwardRoomToAgent = async (room, transferData) => {
 
 	const { username } = user;
 	const agent = { agentId, username };
-	// There are some Enterprise features that may interrupt the fowarding process
+	// Remove department from inquiry to make sure the routing algorithm treat this as forwarding to agent and not as forwarding to department
+	inquiry.department = undefined;
+	// There are some Enterprise features that may interrupt the forwarding process
 	// Due to that we need to check whether the agent has been changed or not
-	const roomTaken = await RoutingManager.takeInquiry(inquiry, agent);
+	const roomTaken = await RoutingManager.takeInquiry(inquiry, agent, { ...clientAction && { clientAction } });
 	if (!roomTaken) {
 		return false;
 	}
@@ -356,7 +359,7 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {
 		throw new Meteor.Error('error-forwarding-chat-same-department', 'The selected department and the current room department are the same', { function: 'forwardRoomToDepartment' });
 	}
 
-	const { userId: agentId } = transferData;
+	const { userId: agentId, clientAction } = transferData;
 	if (agentId) {
 		let user = Users.findOneOnlineAgentById(agentId);
 		if (!user) {
@@ -378,26 +381,32 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {
 	// Fake the department to forward the inquiry - Case the forward process does not success
 	// the inquiry will stay in the same original department
 	inquiry.department = departmentId;
-	const roomTaken = await RoutingManager.delegateInquiry(inquiry, agent);
+	const roomTaken = await RoutingManager.delegateInquiry(inquiry, agent, { forwardingToDepartment: { oldDepartmentId }, ...clientAction && { clientAction } });
 	if (!roomTaken) {
 		return false;
 	}
 
-	const { servedBy } = roomTaken;
-	if (oldServedBy && servedBy && oldServedBy._id === servedBy._id) {
+	const { servedBy, chatQueued } = roomTaken;
+	if (!chatQueued && oldServedBy && servedBy && oldServedBy._id === servedBy._id) {
 		return false;
 	}
 
 	Livechat.saveTransferHistory(room, transferData);
 	if (oldServedBy) {
 		removeAgentFromSubscription(rid, oldServedBy);
 	}
-	if (servedBy) {
+	if (!chatQueued && servedBy) {
 		Messages.createUserJoinWithRoomIdAndUser(rid, servedBy);
 	}
 
 	updateChatDepartment({ rid, newDepartmentId: departmentId, oldDepartmentId });
 
+	if (chatQueued) {
+		LivechatInquiry.readyInquiry(inquiry._id);
+		const newInquiry = LivechatInquiry.findOneById(inquiry._id);
+		await queueInquiry(room, newInquiry);
+	}
+
 	const { token } = guest;
 	Livechat.setDepartmentForGuest({ token, department: departmentId });
 

app/livechat/server/lib/RoutingManager.js

@@ -43,7 +43,7 @@ export const RoutingManager = {
 		return this.getMethod().getNextAgent(department, ignoreAgentId);
 	},
 
-	async delegateInquiry(inquiry, agent) {
+	async delegateInquiry(inquiry, agent, options = {}) {
 		const { department, rid } = inquiry;
 		if (!agent || (agent.username && !Users.findOneOnlineAgentByUsername(agent.username) && !allowAgentSkipQueue(agent))) {
 			agent = await this.getNextAgent(department);
@@ -53,7 +53,7 @@ export const RoutingManager = {
 			return LivechatRooms.findOneById(rid);
 		}
 
-		return this.takeInquiry(inquiry, agent);
+		return this.takeInquiry(inquiry, agent, options);
 	},
 
 	assignAgent(inquiry, agent) {
@@ -134,8 +134,7 @@ export const RoutingManager = {
 
 		agent = await callbacks.run('livechat.checkAgentBeforeTakeInquiry', { agent, inquiry, options });
 		if (!agent) {
-			await callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
-			return null;
+			return callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
 		}
 
 		if (room.onHold) {

app/livechat/server/methods/transfer.js

@@ -17,6 +17,7 @@ Meteor.methods({
 			userId: Match.Optional(String),
 			departmentId: Match.Optional(String),
 			comment: Match.Optional(String),
+			clientAction: Match.Optional(Boolean),
 		});
 
 		const room = LivechatRooms.findOneById(transferData.roomId);

client/views/room/Header/Omnichannel/QuickActions/QuickActions.tsx

@@ -137,12 +137,14 @@ const QuickActions: FC<QuickActionsProps> = ({ room, className }) => {
 			}
 			const transferData: {
 				roomId: string;
+				clientAction: boolean;
 				comment?: string;
 				departmentId?: string;
 				userId?: string;
 			} = {
 				roomId: rid,
 				comment,
+				clientAction: true,
 			};
 
 			if (departmentId) {
@@ -153,10 +155,15 @@ const QuickActions: FC<QuickActionsProps> = ({ room, className }) => {
 			}
 
 			try {
-				await forwardChat(transferData);
-				closeModal();
+				const result = await forwardChat(transferData);
+				if (!result) {
+					throw new Error(
+						departmentId ? t('error-no-agents-online-in-department') : t('error-forwarding-chat'),
+					);
+				}
 				toastr.success(t('Transferred'));
 				FlowRouter.go('/');
+				closeModal();
 			} catch (error) {
 				handleError(error);
 			}

ee/app/livechat-enterprise/server/hooks/checkAgentBeforeTakeInquiry.js

@@ -35,7 +35,7 @@ callbacks.add('livechat.checkAgentBeforeTakeInquiry', async ({ agent, inquiry, o
 	const { queueInfo: { chats = 0 } = {} } = user;
 	if (maxNumberSimultaneousChat <= chats) {
 		callbacks.run('livechat.onMaxNumberSimultaneousChatsReached', inquiry);
-		if (options.clientAction) {
+		if (options.clientAction && !options.forwardingToDepartment) {
 			throw new Meteor.Error('error-max-number-simultaneous-chats-reached', 'Not allowed');
 		}
 

ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts

@@ -1,25 +1,45 @@
 import { callbacks } from '../../../../../app/callbacks/server';
 import { LivechatInquiry, Subscriptions, LivechatRooms } from '../../../../../app/models/server';
 import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
+import { settings } from '../../../../../app/settings/server';
 
-const handleOnAgentAssignmentFailed = async ({ inquiry, room }: { inquiry: any; room: any }): Promise<any> => {
-	if (!inquiry || !room || !room.onHold) {
+const handleOnAgentAssignmentFailed = async ({ inquiry, room, options }: { inquiry: any; room: any; options: { forwardingToDepartment?: { oldDepartmentId: string; transferData: any }; clientAction?: boolean} }): Promise<any> => {
+	if (!inquiry || !room) {
 		return;
 	}
 
-	const { _id: roomId, servedBy } = room;
+	if (room.onHold) {
+		const { _id: roomId } = room;
 
-	const { _id: inquiryId } = inquiry;
-	LivechatInquiry.readyInquiry(inquiryId);
-	LivechatInquiry.removeDefaultAgentById(inquiryId);
-	LivechatRooms.removeAgentByRoomId(roomId);
-	if (servedBy?._id) {
-		Subscriptions.removeByRoomIdAndUserId(roomId, servedBy._id);
+		const { _id: inquiryId } = inquiry;
+		LivechatInquiry.readyInquiry(inquiryId);
+		LivechatInquiry.removeDefaultAgentById(inquiryId);
+		LivechatRooms.removeAgentByRoomId(roomId);
+		Subscriptions.removeByRoomId(roomId);
+		const newInquiry = LivechatInquiry.findOneById(inquiryId);
+
+		await queueInquiry(room, newInquiry);
+
+		return;
+	}
+
+	if (!settings.get('Livechat_waiting_queue')) {
+		return;
 	}
 
-	const newInquiry = LivechatInquiry.findOneById(inquiryId);
+	const { forwardingToDepartment: { oldDepartmentId } = {}, forwardingToDepartment } = options;
+	if (!forwardingToDepartment) {
+		return;
+	}
+
+	const { department: newDepartmentId } = inquiry;
+
+	if (!newDepartmentId || !oldDepartmentId || newDepartmentId === oldDepartmentId) {
+		return;
+	}
 
-	await queueInquiry(room, newInquiry);
+	room.chatQueued = true;
+	return room;
 };
 
 callbacks.add('livechat.onAgentAssignmentFailed', handleOnAgentAssignmentFailed, callbacks.priority.HIGH, 'livechat-agent-assignment-failed');

ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js

@@ -5,7 +5,7 @@ import { Users } from '../../../../../app/models';
 import { LivechatInquiry, OmnichannelQueue } from '../../../../../app/models/server/raw';
 import LivechatUnit from '../../../models/server/models/LivechatUnit';
 import LivechatTag from '../../../models/server/models/LivechatTag';
-import { LivechatRooms, Messages } from '../../../../../app/models/server';
+import { LivechatRooms, Subscriptions, Messages } from '../../../../../app/models/server';
 import LivechatPriority from '../../../models/server/models/LivechatPriority';
 import { addUserRoles, removeUserFromRoles } from '../../../../../app/authorization/server';
 import { processWaitingQueue, removePriorityFromRooms, updateInquiryQueuePriority, updatePriorityInquiries, updateRoomPriorityHistory } from './Helper';
@@ -173,6 +173,7 @@ export const LivechatEnterprise = {
 			return false;
 		}
 		LivechatRooms.setOnHold(roomId);
+		Subscriptions.setOnHold(roomId);
 
 		Messages.createOnHoldHistoryWithRoomIdMessageAndUser(roomId, comment, onHoldBy);
 		Meteor.defer(() => {
@@ -190,6 +191,7 @@ export const LivechatEnterprise = {
 
 		await AutoCloseOnHoldScheduler.unscheduleRoom(roomId);
 		LivechatRooms.unsetAllOnHoldFieldsByRoomId(roomId);
+		Subscriptions.unsetOnHold(roomId);
 	},
 };
 

ee/app/livechat-enterprise/server/methods/resumeOnHold.ts

@@ -2,7 +2,7 @@ import { Meteor } from 'meteor/meteor';
 import { TAPi18n } from 'meteor/rocketchat:tap-i18n';
 
 import { LivechatRooms, LivechatInquiry, Messages, Users, LivechatVisitors } from '../../../../../app/models/server';
-import { LivechatEnterprise } from '../lib/LivechatEnterprise';
+import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
 import { callbacks } from '../../../../../app/callbacks/server';
 
 const resolveOnHoldCommentInfo = (options: { clientAction: boolean }, room: any, onHoldChatResumedBy: any): string => {
@@ -38,7 +38,8 @@ Meteor.methods({
 			throw new Meteor.Error('inquiry-not-found', 'Error! No inquiry found for this room', { method: 'livechat:resumeOnHold' });
 		}
 
-		LivechatEnterprise.releaseOnHoldChat(room);
+		const { servedBy: { _id: agentId, username } } = room;
+		await RoutingManager.takeInquiry(inquiry, { agentId, username }, options);
 
 		const onHoldChatResumedBy = options.clientAction ? Meteor.user() : Users.findOneById('rocket.cat');
 

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

@@ -1612,6 +1612,7 @@
   "error-essential-app-disabled": "Error: a Rocket.Chat App that is essential for this is disabled. Please contact your administrator",
   "error-field-unavailable": "<strong>__field__</strong> is already in use :(",
   "error-file-too-large": "File is too large",
+  "error-forwarding-chat": "Something went wrong while forwarding the chat, Please try again later.",
   "error-forwarding-chat-same-department": "The selected department and the current room department are the same",
   "error-forwarding-department-target-not-allowed": "The forwarding to the target department is not allowed.",
   "error-guests-cant-have-other-roles": "Guest users can't have any other role.",
@@ -1672,6 +1673,7 @@
   "error-message-size-exceeded": "Message size exceeds Message_MaxAllowedSize",
   "error-missing-unsubscribe-link": "You must provide the [unsubscribe] link.",
   "error-no-tokens-for-this-user": "There are no tokens for this user",
+  "error-no-agents-online-in-department": "No agents online in the department",
   "error-no-message-for-unread": "There are no messages to mark unread",
   "error-not-allowed": "Not allowed",
   "error-not-authorized": "Not authorized",
@@ -4501,4 +4503,4 @@
   "Your_temporary_password_is_password": "Your temporary password is <strong>[password]</strong>.",
   "Your_TOTP_has_been_reset": "Your Two Factor TOTP has been reset.",
   "Your_workspace_is_ready": "Your workspace is ready to use 🎉"
-}
+}

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

@@ -1424,6 +1424,7 @@
   "error-message-editing-blocked": "Edição de mensagens está bloqueada",
   "error-message-size-exceeded": "O tamanho da mensagem excede Message_MaxAllowedSize",
   "error-missing-unsubscribe-link": "Você deve fornecer o link para desinscrever-se: [unsubscribe].",
+  "error-no-agents-online-in-department": "Nenhum agente online no departamento",
   "error-no-tokens-for-this-user": "Não existem tokens para este usuário",
   "error-no-message-for-unread": "Não há mensagens para serem marcadas como não lidas",
   "error-not-allowed": "Não permitido",
@@ -3661,4 +3662,4 @@
   "Your_question": "A sua pergunta",
   "Your_server_link": "O link do seu servidor",
   "Your_workspace_is_ready": "O seu espaço de trabalho está pronto a usar 🎉"
-}
+}