Trasfer to agent and workgroup improvements #82
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guusdk
reviewed
Sep 18, 2025
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| // Only send muc invites to a particular user. | ||
| if (true) { | ||
| if (false) { |
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We needed to always have an offer sent to invitee. From the first commit back in 2008 this was set to "if(true)" so when selecting transfer to agent it was always set to just sending invite to agent (without offer). Maybe we can add system parameter or select scenario (offer or direct invoke) by workgroup configuration attributes.
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Since TransferRequest class change history has only one real fix since 2008, it seems to me that is not used so much. Maybe I'm wrong. Sending invite directly to agent without an offer seems strange when implementing service desk (or similar) agent side app.
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Changes were made to enable more transfer options. These changes have been implemented, tested, and are currently in use in an enterprise-grade project.
We needed options to transfer a chat to:
An offer is sent to the agent (either explicitly selected by the inviter or assigned by the plugin if only a workgroup is selected).
If the invitee accepts the offer, an MUC invitation is sent to him, and the inviter is kicked from the MUC room.
If the inviter cancels the transfer request, a notification that he left the queue is sent to him (the same logic already exists in the UserRequest class).
This covers all edge cases and allows both the client and agent side to successfully handle transfer acceptance, cancellation, and timeout scenarios.