├── .gitignore ├── LICENSE ├── README.md ├── asterisk-zammad-cti-bridge ├── asterisk-zammad-cti-bridge.service.example └── config.cfg.sample /.gitignore: -------------------------------------------------------------------------------- 1 | config.cfg 2 | -------------------------------------------------------------------------------- /LICENSE: -------------------------------------------------------------------------------- 1 | GNU GENERAL PUBLIC LICENSE 2 | Version 3, 29 June 2007 3 | 4 | Copyright (C) 2007 Free Software Foundation, Inc. 5 | Everyone is permitted to copy and distribute verbatim copies 6 | of this license document, but changing it is not allowed. 7 | 8 | Preamble 9 | 10 | The GNU General Public License is a free, copyleft license for 11 | software and other kinds of works. 12 | 13 | The licenses for most software and other practical works are designed 14 | to take away your freedom to share and change the works. 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It is safest 630 | to attach them to the start of each source file to most effectively 631 | state the exclusion of warranty; and each file should have at least 632 | the "copyright" line and a pointer to where the full notice is found. 633 | 634 | 635 | Copyright (C) 636 | 637 | This program is free software: you can redistribute it and/or modify 638 | it under the terms of the GNU General Public License as published by 639 | the Free Software Foundation, either version 3 of the License, or 640 | (at your option) any later version. 641 | 642 | This program is distributed in the hope that it will be useful, 643 | but WITHOUT ANY WARRANTY; without even the implied warranty of 644 | MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the 645 | GNU General Public License for more details. 646 | 647 | You should have received a copy of the GNU General Public License 648 | along with this program. If not, see . 649 | 650 | Also add information on how to contact you by electronic and paper mail. 651 | 652 | If the program does terminal interaction, make it output a short 653 | notice like this when it starts in an interactive mode: 654 | 655 | Copyright (C) 656 | This program comes with ABSOLUTELY NO WARRANTY; for details type `show w'. 657 | This is free software, and you are welcome to redistribute it 658 | under certain conditions; type `show c' for details. 659 | 660 | The hypothetical commands `show w' and `show c' should show the appropriate 661 | parts of the General Public License. Of course, your program's commands 662 | might be different; for a GUI interface, you would use an "about box". 663 | 664 | You should also get your employer (if you work as a programmer) or school, 665 | if any, to sign a "copyright disclaimer" for the program, if necessary. 666 | For more information on this, and how to apply and follow the GNU GPL, see 667 | . 668 | 669 | The GNU General Public License does not permit incorporating your program 670 | into proprietary programs. If your program is a subroutine library, you 671 | may consider it more useful to permit linking proprietary applications with 672 | the library. If this is what you want to do, use the GNU Lesser General 673 | Public License instead of this License. But first, please read 674 | . 675 | -------------------------------------------------------------------------------- /README.md: -------------------------------------------------------------------------------- 1 | This Perl script serves as a bridge between an Asterisk server and the Zammad CTI interface. It connects via AMI to Asterisk and monitors it for queue events; the relevant ones will be pushed to Zammad's CTI interface. 2 | 3 | # Limitations 4 | 5 | - No AMI SSL support yet, so use it only on the Asterisk host. 6 | - Can only monitor queue events and nothing else. 7 | 8 | # Setup 9 | 10 | 1. Enable AMI in Asterisk in `/etc/asterisk/manager.conf`. 11 | 12 | 2. Create the file `/etc/asterisk/manager.d/zammad.conf` with the following contents: 13 | 14 | ``` 15 | [zammad] 16 | secret = xxx 17 | read = agent 18 | ``` 19 | 20 | Use a strong randomly generated password, e.g. `$(pwgen 32)`. 21 | 22 | 3. Run `manager reload` in `asterisk -r`. 23 | 24 | 4. Install the Perl dependencies listed in the script. 25 | 26 | E.g. on Debian stretch: 27 | 28 | ``` 29 | apt install libanyevent-http-perl libconfig-simple-perl libdata-printer-perl liblog-any-perl liblog-any-adapter-dispatch-perl libwww-form-urlencoded-perl 30 | cpan Asterisk::AMI 31 | ``` 32 | 33 | 5. Enable Zammad's CTI (Generic) interface. 34 | 35 | 6. Copy `config.cfg.sample` to `config.cfg`: 36 | 37 | ``` 38 | cp config.cfg.sample config.cfg 39 | chmod 600 config.cfg 40 | ``` 41 | 42 | 7. Edit `config.cfg` and fill in your Zammad CTI URL and your AMI secret. 43 | 44 | 8. Start the script: 45 | 46 | ``` 47 | ./asterisk-zammad-cti-bridge 48 | ``` 49 | 50 | # systemd 51 | 52 | An example systemd service file `asterisk-zammad-cti-bridge.service.example` is provided. To install it: 53 | 54 | 1. Copy the file to `/etc/systemd/system` and remove the `.example`: 55 | 56 | ``` 57 | cp -a asterisk-zammad-cti-bridge.service.example /etc/systemd/system/asterisk-zammad-cti-bridge.service 58 | ``` 59 | 60 | 2. Create the required user: 61 | 62 | ``` 63 | useradd asterisk-zammad-cti-bridge 64 | ``` 65 | 66 | 3. Set the `config.cfg` permissions: 67 | 68 | ``` 69 | chown asterisk-zammad-cti-bridge config.cfg 70 | chmod 0600 config.cfg 71 | ``` 72 | 73 | `asterisk-zammad-cti-bridge` will read `config.cfg` from the current working directory or from the application directory, so you can place it either in `/home/asterisk-zammad-cti-bridge` or in `/opt/asterisk-zammad-cti-bridge`. 74 | 75 | 4. Adapt the service file to your requirements: 76 | 77 | - Change `ExecStart` to the correct path where you've placed `asterisk-zammad-cti-bridge.service`. The service defaults to `/opt/asterisk-zammad-cti-bridge`. 78 | 79 | - If you want to use different Asterisk/Zammad instances from the config (see "Multiple instances" below), edit the service file as necessary. Create one systemd service file for each `asterisk-zammad-cti-bridge.service` instance. 80 | 81 | 5. Enable the service: 82 | 83 | ``` 84 | systemctl enable asterisk-zammad-cti-bridge.service 85 | ``` 86 | 87 | 6. Start the service: 88 | 89 | ``` 90 | systemctl start asterisk-zammad-cti-bridge.service 91 | ``` 92 | 93 | # Multiple instances 94 | 95 | If you want to bridge multiple Asterisk/Zammad instances, e.g. one Asterisk to two Zammad instances (prod and test), you need to run multiple `asterisk-zammad-cti-bridge` instances. Add a new section to `config.cfg` for each additional instance, e.g.: 96 | 97 | ``` 98 | [zammad-test] 99 | url=https://zammad-test.example.com/api/v1/cti/mytoken 100 | ``` 101 | 102 | Then start a new `asterisk-zammad-cti-bridge` instance and tell it to read the `[zammad-test]` section instead of the `[zammad]` section: 103 | 104 | ``` 105 | ./asterisk-zammad-cti-bridge --zammad zammad-test 106 | ``` 107 | -------------------------------------------------------------------------------- /asterisk-zammad-cti-bridge: -------------------------------------------------------------------------------- 1 | #!/usr/bin/perl -CSDAL 2 | use warnings; 3 | use strict; 4 | use AnyEvent::HTTP; 5 | use Asterisk::AMI; 6 | use Config::Simple; 7 | use DDP; 8 | use FindBin; 9 | use Getopt::Long; 10 | use Log::Any::Adapter; 11 | use Log::Any qw($log); 12 | use POSIX; 13 | use WWW::Form::UrlEncoded; 14 | 15 | my $opt; 16 | my $cfg; 17 | my $astman; 18 | my @zammad_post_queue; 19 | my $zammad_lock = 0; 20 | my $zammad_queue_watcher; 21 | 22 | sub help 23 | { 24 | print "Usage: $0 [--asterisk ASTERISK] [--zammad ZAMMAD]\n"; 25 | print "\n"; 26 | print "This daemon connects to an Asterisk instance via AMI to monitor "; 27 | print "queue events;\n"; 28 | print "relevant events will be pushed via HTTPS to a Zammad instance.\n"; 29 | print "\n"; 30 | print "Configuration on how to access these instances is configured in "; 31 | print "config.cfg; by\n"; 32 | print "default the [zammad] section configures how to access the Zammad "; 33 | print "instance, and\n"; 34 | print "the [asterisk] section configures how to access the Asterisk "; 35 | print "instance.\n"; 36 | print "If you want to bridge multiple instances (e.g. one Asterisk should "; 37 | print "push events\n"; 38 | print "to both production and testing instances of Zammad), configure "; 39 | print "multiple\n"; 40 | print "sections in config.cfg and then start two instances of this daemon:\n"; 41 | print "\n"; 42 | print " $0 --asterisk asterisk --zammad zammad-prod\n"; 43 | print " $0 --asterisk asterisk --zammad zammad-test\n"; 44 | print "\n"; 45 | print ""; 46 | print "Options\n"; 47 | print " --asterisk ASTERISK Asterisk configuration section\n"; 48 | print " --zammad ZAMMAD Zammad configuration section\n"; 49 | print " --help This help\n"; 50 | exit; 51 | } 52 | 53 | sub asterisk_connect 54 | { 55 | $log->info("connecting to Asterisk..."); 56 | 57 | $astman = Asterisk::AMI->new( 58 | PeerAddr => $cfg->param("$opt->{asterisk}.host"), 59 | PeerPort => $cfg->param("$opt->{asterisk}.port"), 60 | Username => $cfg->param("$opt->{asterisk}.user"), 61 | Secret => $cfg->param("$opt->{asterisk}.secret"), 62 | Events => "on", 63 | Handlers => { default => \&cb_default }, 64 | Blocking => 0, 65 | on_connect => \&on_connect, 66 | on_error => \&on_error, 67 | on_disconnect => \&on_disconnect, 68 | ); 69 | } 70 | 71 | sub dequeue_zammad 72 | { 73 | return if scalar @zammad_post_queue == 0; 74 | return if $zammad_lock; 75 | 76 | my $body = shift @zammad_post_queue; 77 | $log->infof("posting to Zammad: %s", $body); 78 | 79 | $zammad_lock = 1; 80 | http_post $cfg->param("$opt->{zammad}.url"), $body, 81 | sub { 82 | $zammad_lock = 0; 83 | my ($data, $headers) = @_; 84 | if ($data ne "{}") 85 | { 86 | p $data; 87 | p $headers; 88 | } 89 | }; 90 | } 91 | 92 | sub post_zammad 93 | { 94 | my $post = shift; 95 | 96 | my $body = WWW::Form::UrlEncoded::build_urlencoded($post); 97 | 98 | $log->infof("pushing to Zammad post queue: %s", $body); 99 | push @zammad_post_queue, $body; 100 | 101 | if (!$zammad_queue_watcher) 102 | { 103 | if (scalar @zammad_post_queue > 1) 104 | { 105 | $log->debug("starting queue runner"); 106 | } 107 | } 108 | $zammad_queue_watcher ||= AnyEvent->idle(cb => sub { 109 | if (@zammad_post_queue > 0) 110 | { 111 | if (!$zammad_lock) 112 | { 113 | #$log->debug("dequeueing a single message"); 114 | dequeue_zammad; 115 | } 116 | } 117 | else 118 | { 119 | #$log->debug("stopping queue runner"); 120 | undef $zammad_queue_watcher; 121 | } 122 | } 123 | ); 124 | } 125 | 126 | sub on_connect 127 | { 128 | my ($astman) = @_; 129 | $log->info("connection established"); 130 | } 131 | 132 | sub on_error 133 | { 134 | my ($astman, $error) = @_; 135 | $log->errorf("encountered on_error event: %s", $error); 136 | } 137 | 138 | sub on_disconnect 139 | { 140 | my ($astman, $error) = @_; 141 | 142 | $log->errorf("encountered on_disconnect event: %s", $error); 143 | } 144 | 145 | sub cb_default 146 | { 147 | my ($asterisk, $event) = @_; 148 | 149 | # QueueCallerJoin -> Anruf startet 150 | # QueueCallerAbandon -> Anrufer hat zu früh aufgelegt 151 | # AgentConnect -> Agent hat abgenommen 152 | # AgentComplete -> Agent hat fertig 153 | 154 | if ($event->{Event} !~ /(^QueueMember|^AgentCalled$|^AgentRingNoAnswer$|^QueueCallerLeave$)/) 155 | { 156 | $log->debugf("got event: %s", $event->{Event}); 157 | #$log->debug(np($event)); 158 | } 159 | 160 | if ($event->{Event} eq "QueueCallerJoin" || # Asterisk >= 12 161 | $event->{Event} eq "Join") # Asterisk <= 11 162 | { 163 | # EVENT: QueueCallerJoin 164 | # \ { 165 | # AccountCode "", 166 | # CallerIDName "Lastname, Firstname", 167 | # CallerIDNum "+49 123 456789", 168 | # Channel "SIP/hfo-00000018", 169 | # ChannelState 6, 170 | # ChannelStateDesc "Up", 171 | # ConnectedLineName "", 172 | # ConnectedLineNum "", 173 | # Context "internal", 174 | # Count 1, 175 | # Event "QueueCallerJoin", 176 | # Exten "support_queue", 177 | # Language "de", 178 | # Linkedid 1545241916.41, 179 | # Position 1, 180 | # Priority 7, 181 | # Privilege "agent,all", 182 | # Queue "support", 183 | # Uniqueid 1545241916.41 184 | # } 185 | post_zammad { 186 | event => "newCall", 187 | from => $event->{CallerIDNum}, 188 | to => $event->{Queue}, 189 | direction => "in", 190 | callId => $event->{Queue}.$event->{Uniqueid}, 191 | }; 192 | } 193 | elsif ($event->{Event} eq "AgentConnect") 194 | { 195 | # EVENT: AgentConnect 196 | # \ { 197 | # AccountCode "", 198 | # CallerIDName "Lastname, Firstname", 199 | # CallerIDNum "+49 123 456789", 200 | # Channel "SIP/hfo-00000018", 201 | # ChannelState 6, 202 | # ChannelStateDesc "Up", 203 | # ConnectedLineName "AgentFirstname", 204 | # ConnectedLineNum "", 205 | # Context "internal", 206 | # DestAccountCode "", 207 | # DestCallerIDName "AgentFirstname", 208 | # DestCallerIDNum "", 209 | # DestChannel "SIP/agent.name-00000019", 210 | # DestChannelState 6, 211 | # DestChannelStateDesc "Up", 212 | # DestConnectedLineName "Lastname, Firstname", 213 | # DestConnectedLineNum "+49 123 456789", 214 | # DestContext "internal", 215 | # DestExten "support_queue", 216 | # DestLanguage "de", 217 | # DestLinkedid 1545241916.41, 218 | # DestPriority 1, 219 | # DestUniqueid 1545241917.42, 220 | # Event "AgentConnect", 221 | # Exten "support_queue", 222 | # HoldTime 7, 223 | # Interface "SIP/agent.name", 224 | # Language "de", 225 | # Linkedid 1545241916.41, 226 | # MemberName "SIP/agent.name", 227 | # Priority 7, 228 | # Privilege "agent,all", 229 | # Queue "support", 230 | # RingTime 6, 231 | # Uniqueid 1545241916.41 232 | # } 233 | (my $agent = $event->{MemberName}) =~ s/^SIP\///; 234 | post_zammad { 235 | event => "answer", 236 | direction => "in", 237 | user => $agent, 238 | callId => $event->{Queue}.$event->{Uniqueid}, 239 | }; 240 | } 241 | elsif ($event->{Event} eq "AgentComplete") 242 | { 243 | # EVENT: AgentComplete 244 | # \ { 245 | # AccountCode "", 246 | # CallerIDName "Lastname, Firstname", 247 | # CallerIDNum "+49 123 456789", 248 | # Channel "SIP/hfo-00000018", 249 | # ChannelState 6, 250 | # ChannelStateDesc "Up", 251 | # ConnectedLineName "AgentFirstname", 252 | # ConnectedLineNum "", 253 | # Context "internal", 254 | # DestAccountCode "", 255 | # DestCallerIDName "AgentFirstname", 256 | # DestCallerIDNum "", 257 | # DestChannel "SIP/agent.name-00000019", 258 | # DestChannelState 6, 259 | # DestChannelStateDesc "Up", 260 | # DestConnectedLineName "Lastname, Firstname", 261 | # DestConnectedLineNum "+49 123 456789", 262 | # DestContext "internal", 263 | # DestExten "support_queue", 264 | # DestLanguage "de", 265 | # DestLinkedid 1545241916.41, 266 | # DestPriority 1, 267 | # DestUniqueid 1545241917.42, 268 | # Event "AgentComplete", 269 | # Exten "support_queue", 270 | # HoldTime 7, 271 | # Interface "SIP/agent.name", 272 | # Language "de", 273 | # Linkedid 1545241916.41, 274 | # MemberName "SIP/agent.name", 275 | # Priority 7, 276 | # Privilege "agent,all", 277 | # Queue "support", 278 | # Reason "agent", 279 | # TalkTime 3, 280 | # Uniqueid 1545241916.41 281 | # } 282 | post_zammad { 283 | event => "hangup", 284 | direction => "in", 285 | callId => $event->{Queue}.$event->{Uniqueid}, 286 | cause => "normalClearing", 287 | }; 288 | } 289 | elsif ($event->{Event} eq "QueueCallerAbandon") 290 | { 291 | # EVENT: QueueCallerAbandon 292 | # \ { 293 | # AccountCode "", 294 | # CallerIDName "Lastname, Firstname", 295 | # CallerIDNum "+49 123 456789", 296 | # Channel "SIP/hfo-00000041", 297 | # ChannelState 6, 298 | # ChannelStateDesc "Up", 299 | # ConnectedLineName "", 300 | # ConnectedLineNum "", 301 | # Context "internal", 302 | # Event "QueueCallerAbandon", 303 | # Exten "support_queue", 304 | # HoldTime 1, 305 | # Language "de", 306 | # Linkedid 1545244062.103, 307 | # OriginalPosition 1, 308 | # Position 1, 309 | # Priority 7, 310 | # Privilege "agent,all", 311 | # Queue "support", 312 | # Uniqueid 1545244062.103 313 | # } 314 | 315 | # FIXME 316 | # A caller can give up on his own, or he can get kicked from the queue due 317 | # to EXITEMPTY (no agents available). The AMI event currently doesn't tell 318 | # us what happened, so we can't inform Zammad about this. 319 | # https://issues.asterisk.org/jira/browse/ASTERISK-27828 320 | post_zammad { 321 | event => "hangup", 322 | direction => "in", 323 | callId => $event->{Queue}.$event->{Uniqueid}, 324 | cause => "cancel", 325 | }; 326 | } 327 | } 328 | 329 | Log::Any::Adapter->set('Dispatch', 330 | outputs => [ 331 | [ 332 | 'Screen', 333 | min_level => "debug", 334 | newline => 1, 335 | callbacks => sub 336 | { 337 | my %h = (@_); 338 | return sprintf("%s [%s] %s", 339 | POSIX::strftime("%F %T %z", localtime), $h{level}, $h{message}); 340 | } 341 | ] 342 | ] 343 | ); 344 | 345 | $opt->{asterisk} = "asterisk"; 346 | $opt->{zammad} = "zammad"; 347 | 348 | GetOptions($opt, 349 | "asterisk=s", 350 | "zammad=s", 351 | "help" 352 | ) or $opt->{help} = 1; 353 | 354 | help if $opt->{help}; 355 | 356 | my @stat; 357 | if (@stat = stat "config.cfg") 358 | { 359 | die "Need 0600 permissions on config.cfg!\n" if ($stat[2] & 07777) != 0600; 360 | $cfg = Config::Simple->new("config.cfg") 361 | or die "failed to read config: $!"; 362 | } 363 | elsif (@stat = stat "$FindBin::Bin/config.cfg") 364 | { 365 | die "Need 0600 permissions on config.cfg!\n" if ($stat[2] & 07777) != 0600; 366 | $cfg = Config::Simple->new("$FindBin::Bin/config.cfg") 367 | or die "failed to read config: $!"; 368 | } 369 | else 370 | { 371 | die "Configuration file config.cfg not found!\n"; 372 | } 373 | 374 | die "Invalid --zammad option!\n" if $opt->{zammad} !~ /^[\w-]{1,32}$/; 375 | die "Invalid --asterisk option!\n" if $opt->{asterisk} !~ /^[\w-]{1,32}$/; 376 | 377 | die "Invalid zammad.url value!\n" if !$cfg->param("$opt->{zammad}.url"); 378 | die "Invalid asterisk.user value!\n" if !$cfg->param("$opt->{asterisk}.user"); 379 | die "Invalid asterisk.secret value!\n" if !$cfg->param("$opt->{asterisk}.secret"); 380 | 381 | asterisk_connect; 382 | 383 | my $connection_watcher = AnyEvent->timer( 384 | interval => 5, 385 | cb => sub { 386 | #$log->debug("ping watcher"); 387 | if (ref $astman eq "Asterisk::AMI::destroyed") 388 | { 389 | $log->info("astman is gone"); 390 | asterisk_connect; 391 | } 392 | } 393 | ); 394 | 395 | AnyEvent->condvar->recv; 396 | 397 | -------------------------------------------------------------------------------- /asterisk-zammad-cti-bridge.service.example: -------------------------------------------------------------------------------- 1 | [Unit] 2 | Description=asterisk-zammad-cti-bridge 3 | After=network.target 4 | 5 | [Service] 6 | ; FIXME requires systemd >= 240 7 | ;Type=exec 8 | Type=simple 9 | ;ExecStart=/opt/asterisk-zammad-cti-bridge/asterisk-zammad-cti-bridge --asterisk asterisk-test --zammad zammad-test 10 | ExecStart=/opt/asterisk-zammad-cti-bridge/asterisk-zammad-cti-bridge 11 | User=asterisk-zammad-cti-bridge 12 | Restart=on-failure 13 | RestartSec=5 14 | 15 | [Install] 16 | WantedBy=multi-user.target 17 | -------------------------------------------------------------------------------- /config.cfg.sample: -------------------------------------------------------------------------------- 1 | [zammad] 2 | url=https://zammad.example.com/api/v1/cti/mytoken 3 | 4 | [asterisk] 5 | host=127.0.0.1 6 | port=5038 7 | user=zammad 8 | secret=foobar 9 | --------------------------------------------------------------------------------