[EE] Improve Forwarding Department behaviour with Waiting queue feature

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

@@ -273,7 +273,7 @@ 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 +291,11 @@ 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 +358,7 @@ 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) {
@@ -378,7 +380,7 @@ 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, transferData }, ...clientAction && { clientAction } });
 	if (!roomTaken) {
 		return false;
 	}

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) {

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) {

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 +1,59 @@
 import { callbacks } from '../../../../../app/callbacks/server';
 import { LivechatInquiry, Subscriptions, LivechatRooms } from '../../../../../app/models/server';
 import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
+import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../app/settings/server';
+import { Livechat } from '../../../../../app/livechat/server/lib/Livechat';
 
-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 }; clienAction?: boolean} }): Promise<any> => {
+	if (!inquiry || !room) {
 		return;
 	}
 
-	const { _id: roomId, servedBy } = room;
+	if (room.onHold) {
+		const { _id: roomId, servedBy } = 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);
+		if (servedBy?._id) {
+			Subscriptions.removeByRoomIdAndUserId(roomId, servedBy._id);
+		}
+
+		const newInquiry = LivechatInquiry.findOneById(inquiryId);
+
+		await queueInquiry(room, newInquiry);
+
+		return;
 	}
 
-	const newInquiry = LivechatInquiry.findOneById(inquiryId);
+	if (!settings.get('Livechat_waiting_queue')) {
+		return;
+	}
+
+	const { forwardingToDepartment: { oldDepartmentId, transferData } = {}, forwardingToDepartment } = options;
+	if (!forwardingToDepartment) {
+		return;
+	}
+
+	const { department: newDepartmentId } = inquiry;
+
+	if (!newDepartmentId || !oldDepartmentId || newDepartmentId === oldDepartmentId) {
+		return;
+	}
+
+	// Undo the FAKE Department we did before RoutingManager.delegateInquiry()
+	inquiry.department = oldDepartmentId;
+	RoutingManager.unassignAgent(inquiry, newDepartmentId);
+
+	LivechatInquiry.readyInquiry(inquiry._id);
+
+	const newInquiry = LivechatInquiry.findOneById(inquiry._id);
 
 	await queueInquiry(room, newInquiry);
+
+	Livechat.saveTransferHistory(room, transferData);
 };
 
 callbacks.add('livechat.onAgentAssignmentFailed', handleOnAgentAssignmentFailed, callbacks.priority.HIGH, 'livechat-agent-assignment-failed');