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Dynamic Call Center with Node.js and Express


In this tutorial we will show how to automate the routing of calls from customers to your support agents. In this example customers would select a product, then be connected to a specialist for that product. If no one is available our customer's number will be saved so that our agent can call them back.


This is what the application does at a high level

this-is-what-the-application-does-at-a-high-level page anchor
  • Configure a workspace using the Twilio TaskRouter REST API .
  • Listen for incoming calls and let the user select a product with the dial pad.
  • Create a Task with the selected product and let TaskRouter handle it.
  • Store missed calls so agents can return the call to customers.
  • Redirect users to a voice mail when no one answers the call.
  • Allow agents to change their status (Available/Offline) via SMS.

In order to instruct TaskRouter to handle the Tasks, we need to configure a Workspace. We can do this in the TaskRouter Console(link takes you to an external page) or programmatically using the TaskRouter REST API.

In this Node.js application we'll do this setup when we start up the app.

A Workspace is the container element for any TaskRouter application. The elements are:

  • Tasks - Represents a customer trying to contact an agent
  • Workers - The agents responsible for handling Tasks
  • Task Queues - Holds Tasks to be consumed by a set of Workers
  • Workflows - Responsible for placing Tasks into Task Queues
  • Activities - Possible states of a Worker. Eg: idle, offline, busy

In order to build a client for this API, we need a TWILIO_ACCOUNT_SID and TWILIO_AUTH_TOKEN which you can find on Twilio Console. The function initClient configures and returns a TaskRouterClient, which is provided by the Twilio Node.js library.

Create, Setup and Configure the Workspace

create-setup-and-configure-the-workspace page anchor

lib/workspace.js

1
'use strict';
2
3
var twilio = require('twilio');
4
var find = require('lodash/find');
5
var map = require('lodash/map');
6
var difference = require('lodash/difference');
7
var WORKSPACE_NAME = 'TaskRouter Node Workspace';
8
var HOST = process.env.HOST;
9
var EVENT_CALLBACK = `${HOST}/events`;
10
var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
11
var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
12
13
module.exports = function() {
14
function initClient(existingWorkspaceSid) {
15
if (!existingWorkspaceSid) {
16
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
17
} else {
18
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
19
.taskrouter.v1.workspaces(existingWorkspaceSid);
20
}
21
}
22
23
function createWorker(opts) {
24
var ctx = this;
25
26
return this.client.activities.list({friendlyName: 'Idle'})
27
.then(function(idleActivity) {
28
return ctx.client.workers.create({
29
friendlyName: opts.name,
30
attributes: JSON.stringify({
31
'products': opts.products,
32
'contact_uri': opts.phoneNumber,
33
}),
34
activitySid: idleActivity.sid,
35
});
36
});
37
}
38
39
function createWorkflow() {
40
var ctx = this;
41
var config = this.createWorkflowConfig();
42
43
return ctx.client.workflows
44
.create({
45
friendlyName: 'Sales',
46
assignmentCallbackUrl: HOST + '/call/assignment',
47
fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
48
taskReservationTimeout: 15,
49
configuration: config,
50
})
51
.then(function(workflow) {
52
return ctx.client.activities.list()
53
.then(function(activities) {
54
var idleActivity = find(activities, {friendlyName: 'Idle'});
55
var offlineActivity = find(activities, {friendlyName: 'Offline'});
56
57
return {
58
workflowSid: workflow.sid,
59
activities: {
60
idle: idleActivity.sid,
61
offline: offlineActivity.sid,
62
},
63
workspaceSid: ctx.client._solution.sid,
64
};
65
});
66
});
67
}
68
69
function createTaskQueues() {
70
var ctx = this;
71
return this.client.activities.list()
72
.then(function(activities) {
73
var busyActivity = find(activities, {friendlyName: 'Busy'});
74
var reservedActivity = find(activities, {friendlyName: 'Reserved'});
75
76
return Promise.all([
77
ctx.client.taskQueues.create({
78
friendlyName: 'SMS',
79
targetWorkers: 'products HAS "ProgrammableSMS"',
80
assignmentActivitySid: busyActivity.sid,
81
reservationActivitySid: reservedActivity.sid,
82
}),
83
ctx.client.taskQueues.create({
84
friendlyName: 'Voice',
85
targetWorkers: 'products HAS "ProgrammableVoice"',
86
assignmentActivitySid: busyActivity.sid,
87
reservationActivitySid: reservedActivity.sid,
88
}),
89
ctx.client.taskQueues.create({
90
friendlyName: 'Default',
91
targetWorkers: '1==1',
92
assignmentActivitySid: busyActivity.sid,
93
reservationActivitySid: reservedActivity.sid,
94
}),
95
])
96
.then(function(queues) {
97
ctx.queues = queues;
98
});
99
});
100
}
101
102
function createWorkers() {
103
var ctx = this;
104
105
return Promise.all([
106
ctx.createWorker({
107
name: 'Bob',
108
phoneNumber: process.env.BOB_NUMBER,
109
products: ['ProgrammableSMS'],
110
}),
111
ctx.createWorker({
112
name: 'Alice',
113
phoneNumber: process.env.ALICE_NUMBER,
114
products: ['ProgrammableVoice'],
115
})
116
])
117
.then(function(workers) {
118
var bobWorker = workers[0];
119
var aliceWorker = workers[1];
120
var workerInfo = {};
121
122
workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
123
workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
124
125
return workerInfo;
126
});
127
}
128
129
function createWorkflowActivities() {
130
var ctx = this;
131
var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
132
133
return ctx.client.activities.list()
134
.then(function(activities) {
135
var existingActivities = map(activities, 'friendlyName');
136
137
var missingActivities = difference(activityNames, existingActivities);
138
139
var newActivities = map(missingActivities, function(friendlyName) {
140
return ctx.client.activities
141
.create({
142
friendlyName: friendlyName,
143
available: 'true'
144
});
145
});
146
147
return Promise.all(newActivities);
148
})
149
.then(function() {
150
return ctx.client.activities.list();
151
});
152
}
153
154
function createWorkflowConfig() {
155
var queues = this.queues;
156
157
if (!queues) {
158
throw new Error('Queues must be initialized.');
159
}
160
161
var defaultTarget = {
162
queue: find(queues, {friendlyName: 'Default'}).sid,
163
timeout: 30,
164
priority: 1,
165
};
166
167
var smsTarget = {
168
queue: find(queues, {friendlyName: 'SMS'}).sid,
169
timeout: 30,
170
priority: 5,
171
};
172
173
var voiceTarget = {
174
queue: find(queues, {friendlyName: 'Voice'}).sid,
175
timeout: 30,
176
priority: 5,
177
};
178
179
var rules = [
180
{
181
expression: 'selected_product=="ProgrammableSMS"',
182
targets: [smsTarget, defaultTarget],
183
timeout: 30,
184
},
185
{
186
expression: 'selected_product=="ProgrammableVoice"',
187
targets: [voiceTarget, defaultTarget],
188
timeout: 30,
189
},
190
];
191
192
var config = {
193
task_routing: {
194
filters: rules,
195
default_filter: defaultTarget,
196
},
197
};
198
199
return JSON.stringify(config);
200
}
201
202
function setup() {
203
var ctx = this;
204
205
ctx.initClient();
206
207
return this.initWorkspace()
208
.then(createWorkflowActivities.bind(ctx))
209
.then(createTaskQueues.bind(ctx))
210
.then(createWorkflow.bind(ctx))
211
.then(function(workspaceInfo) {
212
return ctx.createWorkers()
213
.then(function(workerInfo) {
214
return [workerInfo, workspaceInfo];
215
});
216
});
217
}
218
219
function findByFriendlyName(friendlyName) {
220
var client = this.client;
221
222
return client.list()
223
.then(function (data) {
224
return find(data, {friendlyName: friendlyName});
225
});
226
}
227
228
function deleteByFriendlyName(friendlyName) {
229
var ctx = this;
230
231
return this.findByFriendlyName(friendlyName)
232
.then(function(workspace) {
233
if (workspace.remove) {
234
return workspace.remove();
235
}
236
});
237
}
238
239
function createWorkspace() {
240
return this.client.create({
241
friendlyName: WORKSPACE_NAME,
242
EVENT_CALLBACKUrl: EVENT_CALLBACK,
243
});
244
}
245
246
function initWorkspace() {
247
var ctx = this;
248
var client = this.client;
249
250
return ctx.findByFriendlyName(WORKSPACE_NAME)
251
.then(function(workspace) {
252
var newWorkspace;
253
254
if (workspace) {
255
newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
256
.then(createWorkspace.bind(ctx));
257
} else {
258
newWorkspace = ctx.createWorkspace();
259
}
260
261
return newWorkspace;
262
})
263
.then(function(workspace) {
264
ctx.initClient(workspace.sid);
265
266
return workspace;
267
});
268
}
269
270
return {
271
createTaskQueues: createTaskQueues,
272
createWorker: createWorker,
273
createWorkers: createWorkers,
274
createWorkflow: createWorkflow,
275
createWorkflowActivities: createWorkflowActivities,
276
createWorkflowConfig: createWorkflowConfig,
277
createWorkspace: createWorkspace,
278
deleteByFriendlyName: deleteByFriendlyName,
279
findByFriendlyName: findByFriendlyName,
280
initClient: initClient,
281
initWorkspace: initWorkspace,
282
setup: setup,
283
};
284
};

Now let's look in more detail at all the steps, starting with the creation of the workspace itself.


Before creating a workspace, we need to delete any others with the same friendlyName as the one we are trying to create. In order to create a workspace we need to provide a friendlyName and a eventCallbackUrl where a request will be made every time an event is triggered in our workspace.

lib/workspace.js

1
'use strict';
2
3
var twilio = require('twilio');
4
var find = require('lodash/find');
5
var map = require('lodash/map');
6
var difference = require('lodash/difference');
7
var WORKSPACE_NAME = 'TaskRouter Node Workspace';
8
var HOST = process.env.HOST;
9
var EVENT_CALLBACK = `${HOST}/events`;
10
var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
11
var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
12
13
module.exports = function() {
14
function initClient(existingWorkspaceSid) {
15
if (!existingWorkspaceSid) {
16
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
17
} else {
18
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
19
.taskrouter.v1.workspaces(existingWorkspaceSid);
20
}
21
}
22
23
function createWorker(opts) {
24
var ctx = this;
25
26
return this.client.activities.list({friendlyName: 'Idle'})
27
.then(function(idleActivity) {
28
return ctx.client.workers.create({
29
friendlyName: opts.name,
30
attributes: JSON.stringify({
31
'products': opts.products,
32
'contact_uri': opts.phoneNumber,
33
}),
34
activitySid: idleActivity.sid,
35
});
36
});
37
}
38
39
function createWorkflow() {
40
var ctx = this;
41
var config = this.createWorkflowConfig();
42
43
return ctx.client.workflows
44
.create({
45
friendlyName: 'Sales',
46
assignmentCallbackUrl: HOST + '/call/assignment',
47
fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
48
taskReservationTimeout: 15,
49
configuration: config,
50
})
51
.then(function(workflow) {
52
return ctx.client.activities.list()
53
.then(function(activities) {
54
var idleActivity = find(activities, {friendlyName: 'Idle'});
55
var offlineActivity = find(activities, {friendlyName: 'Offline'});
56
57
return {
58
workflowSid: workflow.sid,
59
activities: {
60
idle: idleActivity.sid,
61
offline: offlineActivity.sid,
62
},
63
workspaceSid: ctx.client._solution.sid,
64
};
65
});
66
});
67
}
68
69
function createTaskQueues() {
70
var ctx = this;
71
return this.client.activities.list()
72
.then(function(activities) {
73
var busyActivity = find(activities, {friendlyName: 'Busy'});
74
var reservedActivity = find(activities, {friendlyName: 'Reserved'});
75
76
return Promise.all([
77
ctx.client.taskQueues.create({
78
friendlyName: 'SMS',
79
targetWorkers: 'products HAS "ProgrammableSMS"',
80
assignmentActivitySid: busyActivity.sid,
81
reservationActivitySid: reservedActivity.sid,
82
}),
83
ctx.client.taskQueues.create({
84
friendlyName: 'Voice',
85
targetWorkers: 'products HAS "ProgrammableVoice"',
86
assignmentActivitySid: busyActivity.sid,
87
reservationActivitySid: reservedActivity.sid,
88
}),
89
ctx.client.taskQueues.create({
90
friendlyName: 'Default',
91
targetWorkers: '1==1',
92
assignmentActivitySid: busyActivity.sid,
93
reservationActivitySid: reservedActivity.sid,
94
}),
95
])
96
.then(function(queues) {
97
ctx.queues = queues;
98
});
99
});
100
}
101
102
function createWorkers() {
103
var ctx = this;
104
105
return Promise.all([
106
ctx.createWorker({
107
name: 'Bob',
108
phoneNumber: process.env.BOB_NUMBER,
109
products: ['ProgrammableSMS'],
110
}),
111
ctx.createWorker({
112
name: 'Alice',
113
phoneNumber: process.env.ALICE_NUMBER,
114
products: ['ProgrammableVoice'],
115
})
116
])
117
.then(function(workers) {
118
var bobWorker = workers[0];
119
var aliceWorker = workers[1];
120
var workerInfo = {};
121
122
workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
123
workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
124
125
return workerInfo;
126
});
127
}
128
129
function createWorkflowActivities() {
130
var ctx = this;
131
var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
132
133
return ctx.client.activities.list()
134
.then(function(activities) {
135
var existingActivities = map(activities, 'friendlyName');
136
137
var missingActivities = difference(activityNames, existingActivities);
138
139
var newActivities = map(missingActivities, function(friendlyName) {
140
return ctx.client.activities
141
.create({
142
friendlyName: friendlyName,
143
available: 'true'
144
});
145
});
146
147
return Promise.all(newActivities);
148
})
149
.then(function() {
150
return ctx.client.activities.list();
151
});
152
}
153
154
function createWorkflowConfig() {
155
var queues = this.queues;
156
157
if (!queues) {
158
throw new Error('Queues must be initialized.');
159
}
160
161
var defaultTarget = {
162
queue: find(queues, {friendlyName: 'Default'}).sid,
163
timeout: 30,
164
priority: 1,
165
};
166
167
var smsTarget = {
168
queue: find(queues, {friendlyName: 'SMS'}).sid,
169
timeout: 30,
170
priority: 5,
171
};
172
173
var voiceTarget = {
174
queue: find(queues, {friendlyName: 'Voice'}).sid,
175
timeout: 30,
176
priority: 5,
177
};
178
179
var rules = [
180
{
181
expression: 'selected_product=="ProgrammableSMS"',
182
targets: [smsTarget, defaultTarget],
183
timeout: 30,
184
},
185
{
186
expression: 'selected_product=="ProgrammableVoice"',
187
targets: [voiceTarget, defaultTarget],
188
timeout: 30,
189
},
190
];
191
192
var config = {
193
task_routing: {
194
filters: rules,
195
default_filter: defaultTarget,
196
},
197
};
198
199
return JSON.stringify(config);
200
}
201
202
function setup() {
203
var ctx = this;
204
205
ctx.initClient();
206
207
return this.initWorkspace()
208
.then(createWorkflowActivities.bind(ctx))
209
.then(createTaskQueues.bind(ctx))
210
.then(createWorkflow.bind(ctx))
211
.then(function(workspaceInfo) {
212
return ctx.createWorkers()
213
.then(function(workerInfo) {
214
return [workerInfo, workspaceInfo];
215
});
216
});
217
}
218
219
function findByFriendlyName(friendlyName) {
220
var client = this.client;
221
222
return client.list()
223
.then(function (data) {
224
return find(data, {friendlyName: friendlyName});
225
});
226
}
227
228
function deleteByFriendlyName(friendlyName) {
229
var ctx = this;
230
231
return this.findByFriendlyName(friendlyName)
232
.then(function(workspace) {
233
if (workspace.remove) {
234
return workspace.remove();
235
}
236
});
237
}
238
239
function createWorkspace() {
240
return this.client.create({
241
friendlyName: WORKSPACE_NAME,
242
EVENT_CALLBACKUrl: EVENT_CALLBACK,
243
});
244
}
245
246
function initWorkspace() {
247
var ctx = this;
248
var client = this.client;
249
250
return ctx.findByFriendlyName(WORKSPACE_NAME)
251
.then(function(workspace) {
252
var newWorkspace;
253
254
if (workspace) {
255
newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
256
.then(createWorkspace.bind(ctx));
257
} else {
258
newWorkspace = ctx.createWorkspace();
259
}
260
261
return newWorkspace;
262
})
263
.then(function(workspace) {
264
ctx.initClient(workspace.sid);
265
266
return workspace;
267
});
268
}
269
270
return {
271
createTaskQueues: createTaskQueues,
272
createWorker: createWorker,
273
createWorkers: createWorkers,
274
createWorkflow: createWorkflow,
275
createWorkflowActivities: createWorkflowActivities,
276
createWorkflowConfig: createWorkflowConfig,
277
createWorkspace: createWorkspace,
278
deleteByFriendlyName: deleteByFriendlyName,
279
findByFriendlyName: findByFriendlyName,
280
initClient: initClient,
281
initWorkspace: initWorkspace,
282
setup: setup,
283
};
284
};

We have a brand new workspace, now we need workers. Let's create them on the next step.


We'll create two workers: Bob and Alice. They each have two attributes: contact_uri a phone number and products, a list of products each worker is specialized in. We also need to specify an activitySid and a name for each worker. The selected activity will define the status of the worker.

A set of default activities is created with your workspace. We use the Idle activity to make a worker available for incoming calls.

lib/workspace.js

1
'use strict';
2
3
var twilio = require('twilio');
4
var find = require('lodash/find');
5
var map = require('lodash/map');
6
var difference = require('lodash/difference');
7
var WORKSPACE_NAME = 'TaskRouter Node Workspace';
8
var HOST = process.env.HOST;
9
var EVENT_CALLBACK = `${HOST}/events`;
10
var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
11
var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
12
13
module.exports = function() {
14
function initClient(existingWorkspaceSid) {
15
if (!existingWorkspaceSid) {
16
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
17
} else {
18
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
19
.taskrouter.v1.workspaces(existingWorkspaceSid);
20
}
21
}
22
23
function createWorker(opts) {
24
var ctx = this;
25
26
return this.client.activities.list({friendlyName: 'Idle'})
27
.then(function(idleActivity) {
28
return ctx.client.workers.create({
29
friendlyName: opts.name,
30
attributes: JSON.stringify({
31
'products': opts.products,
32
'contact_uri': opts.phoneNumber,
33
}),
34
activitySid: idleActivity.sid,
35
});
36
});
37
}
38
39
function createWorkflow() {
40
var ctx = this;
41
var config = this.createWorkflowConfig();
42
43
return ctx.client.workflows
44
.create({
45
friendlyName: 'Sales',
46
assignmentCallbackUrl: HOST + '/call/assignment',
47
fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
48
taskReservationTimeout: 15,
49
configuration: config,
50
})
51
.then(function(workflow) {
52
return ctx.client.activities.list()
53
.then(function(activities) {
54
var idleActivity = find(activities, {friendlyName: 'Idle'});
55
var offlineActivity = find(activities, {friendlyName: 'Offline'});
56
57
return {
58
workflowSid: workflow.sid,
59
activities: {
60
idle: idleActivity.sid,
61
offline: offlineActivity.sid,
62
},
63
workspaceSid: ctx.client._solution.sid,
64
};
65
});
66
});
67
}
68
69
function createTaskQueues() {
70
var ctx = this;
71
return this.client.activities.list()
72
.then(function(activities) {
73
var busyActivity = find(activities, {friendlyName: 'Busy'});
74
var reservedActivity = find(activities, {friendlyName: 'Reserved'});
75
76
return Promise.all([
77
ctx.client.taskQueues.create({
78
friendlyName: 'SMS',
79
targetWorkers: 'products HAS "ProgrammableSMS"',
80
assignmentActivitySid: busyActivity.sid,
81
reservationActivitySid: reservedActivity.sid,
82
}),
83
ctx.client.taskQueues.create({
84
friendlyName: 'Voice',
85
targetWorkers: 'products HAS "ProgrammableVoice"',
86
assignmentActivitySid: busyActivity.sid,
87
reservationActivitySid: reservedActivity.sid,
88
}),
89
ctx.client.taskQueues.create({
90
friendlyName: 'Default',
91
targetWorkers: '1==1',
92
assignmentActivitySid: busyActivity.sid,
93
reservationActivitySid: reservedActivity.sid,
94
}),
95
])
96
.then(function(queues) {
97
ctx.queues = queues;
98
});
99
});
100
}
101
102
function createWorkers() {
103
var ctx = this;
104
105
return Promise.all([
106
ctx.createWorker({
107
name: 'Bob',
108
phoneNumber: process.env.BOB_NUMBER,
109
products: ['ProgrammableSMS'],
110
}),
111
ctx.createWorker({
112
name: 'Alice',
113
phoneNumber: process.env.ALICE_NUMBER,
114
products: ['ProgrammableVoice'],
115
})
116
])
117
.then(function(workers) {
118
var bobWorker = workers[0];
119
var aliceWorker = workers[1];
120
var workerInfo = {};
121
122
workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
123
workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
124
125
return workerInfo;
126
});
127
}
128
129
function createWorkflowActivities() {
130
var ctx = this;
131
var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
132
133
return ctx.client.activities.list()
134
.then(function(activities) {
135
var existingActivities = map(activities, 'friendlyName');
136
137
var missingActivities = difference(activityNames, existingActivities);
138
139
var newActivities = map(missingActivities, function(friendlyName) {
140
return ctx.client.activities
141
.create({
142
friendlyName: friendlyName,
143
available: 'true'
144
});
145
});
146
147
return Promise.all(newActivities);
148
})
149
.then(function() {
150
return ctx.client.activities.list();
151
});
152
}
153
154
function createWorkflowConfig() {
155
var queues = this.queues;
156
157
if (!queues) {
158
throw new Error('Queues must be initialized.');
159
}
160
161
var defaultTarget = {
162
queue: find(queues, {friendlyName: 'Default'}).sid,
163
timeout: 30,
164
priority: 1,
165
};
166
167
var smsTarget = {
168
queue: find(queues, {friendlyName: 'SMS'}).sid,
169
timeout: 30,
170
priority: 5,
171
};
172
173
var voiceTarget = {
174
queue: find(queues, {friendlyName: 'Voice'}).sid,
175
timeout: 30,
176
priority: 5,
177
};
178
179
var rules = [
180
{
181
expression: 'selected_product=="ProgrammableSMS"',
182
targets: [smsTarget, defaultTarget],
183
timeout: 30,
184
},
185
{
186
expression: 'selected_product=="ProgrammableVoice"',
187
targets: [voiceTarget, defaultTarget],
188
timeout: 30,
189
},
190
];
191
192
var config = {
193
task_routing: {
194
filters: rules,
195
default_filter: defaultTarget,
196
},
197
};
198
199
return JSON.stringify(config);
200
}
201
202
function setup() {
203
var ctx = this;
204
205
ctx.initClient();
206
207
return this.initWorkspace()
208
.then(createWorkflowActivities.bind(ctx))
209
.then(createTaskQueues.bind(ctx))
210
.then(createWorkflow.bind(ctx))
211
.then(function(workspaceInfo) {
212
return ctx.createWorkers()
213
.then(function(workerInfo) {
214
return [workerInfo, workspaceInfo];
215
});
216
});
217
}
218
219
function findByFriendlyName(friendlyName) {
220
var client = this.client;
221
222
return client.list()
223
.then(function (data) {
224
return find(data, {friendlyName: friendlyName});
225
});
226
}
227
228
function deleteByFriendlyName(friendlyName) {
229
var ctx = this;
230
231
return this.findByFriendlyName(friendlyName)
232
.then(function(workspace) {
233
if (workspace.remove) {
234
return workspace.remove();
235
}
236
});
237
}
238
239
function createWorkspace() {
240
return this.client.create({
241
friendlyName: WORKSPACE_NAME,
242
EVENT_CALLBACKUrl: EVENT_CALLBACK,
243
});
244
}
245
246
function initWorkspace() {
247
var ctx = this;
248
var client = this.client;
249
250
return ctx.findByFriendlyName(WORKSPACE_NAME)
251
.then(function(workspace) {
252
var newWorkspace;
253
254
if (workspace) {
255
newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
256
.then(createWorkspace.bind(ctx));
257
} else {
258
newWorkspace = ctx.createWorkspace();
259
}
260
261
return newWorkspace;
262
})
263
.then(function(workspace) {
264
ctx.initClient(workspace.sid);
265
266
return workspace;
267
});
268
}
269
270
return {
271
createTaskQueues: createTaskQueues,
272
createWorker: createWorker,
273
createWorkers: createWorkers,
274
createWorkflow: createWorkflow,
275
createWorkflowActivities: createWorkflowActivities,
276
createWorkflowConfig: createWorkflowConfig,
277
createWorkspace: createWorkspace,
278
deleteByFriendlyName: deleteByFriendlyName,
279
findByFriendlyName: findByFriendlyName,
280
initClient: initClient,
281
initWorkspace: initWorkspace,
282
setup: setup,
283
};
284
};

After creating our workers, let's set up the Task Queues.


Next, we set up the Task Queues. Each with a friendlyName and a targetWorkers, which is an expression to match Workers. Our Task Queues are:

  1. SMS - Will target Workers specialized in Programmable SMS, such as Bob, using the expression '"ProgrammableSMS" in products' .
  2. Voice - Will do the same for Programmable Voice Workers, such as Alice, using the expression '"ProgrammableVoice" in products' .
  3. Default - This queue targets all users and can be used when there are no specialist around for the chosen product. We can use the "1==1" expression here.

lib/workspace.js

1
'use strict';
2
3
var twilio = require('twilio');
4
var find = require('lodash/find');
5
var map = require('lodash/map');
6
var difference = require('lodash/difference');
7
var WORKSPACE_NAME = 'TaskRouter Node Workspace';
8
var HOST = process.env.HOST;
9
var EVENT_CALLBACK = `${HOST}/events`;
10
var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
11
var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
12
13
module.exports = function() {
14
function initClient(existingWorkspaceSid) {
15
if (!existingWorkspaceSid) {
16
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
17
} else {
18
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
19
.taskrouter.v1.workspaces(existingWorkspaceSid);
20
}
21
}
22
23
function createWorker(opts) {
24
var ctx = this;
25
26
return this.client.activities.list({friendlyName: 'Idle'})
27
.then(function(idleActivity) {
28
return ctx.client.workers.create({
29
friendlyName: opts.name,
30
attributes: JSON.stringify({
31
'products': opts.products,
32
'contact_uri': opts.phoneNumber,
33
}),
34
activitySid: idleActivity.sid,
35
});
36
});
37
}
38
39
function createWorkflow() {
40
var ctx = this;
41
var config = this.createWorkflowConfig();
42
43
return ctx.client.workflows
44
.create({
45
friendlyName: 'Sales',
46
assignmentCallbackUrl: HOST + '/call/assignment',
47
fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
48
taskReservationTimeout: 15,
49
configuration: config,
50
})
51
.then(function(workflow) {
52
return ctx.client.activities.list()
53
.then(function(activities) {
54
var idleActivity = find(activities, {friendlyName: 'Idle'});
55
var offlineActivity = find(activities, {friendlyName: 'Offline'});
56
57
return {
58
workflowSid: workflow.sid,
59
activities: {
60
idle: idleActivity.sid,
61
offline: offlineActivity.sid,
62
},
63
workspaceSid: ctx.client._solution.sid,
64
};
65
});
66
});
67
}
68
69
function createTaskQueues() {
70
var ctx = this;
71
return this.client.activities.list()
72
.then(function(activities) {
73
var busyActivity = find(activities, {friendlyName: 'Busy'});
74
var reservedActivity = find(activities, {friendlyName: 'Reserved'});
75
76
return Promise.all([
77
ctx.client.taskQueues.create({
78
friendlyName: 'SMS',
79
targetWorkers: 'products HAS "ProgrammableSMS"',
80
assignmentActivitySid: busyActivity.sid,
81
reservationActivitySid: reservedActivity.sid,
82
}),
83
ctx.client.taskQueues.create({
84
friendlyName: 'Voice',
85
targetWorkers: 'products HAS "ProgrammableVoice"',
86
assignmentActivitySid: busyActivity.sid,
87
reservationActivitySid: reservedActivity.sid,
88
}),
89
ctx.client.taskQueues.create({
90
friendlyName: 'Default',
91
targetWorkers: '1==1',
92
assignmentActivitySid: busyActivity.sid,
93
reservationActivitySid: reservedActivity.sid,
94
}),
95
])
96
.then(function(queues) {
97
ctx.queues = queues;
98
});
99
});
100
}
101
102
function createWorkers() {
103
var ctx = this;
104
105
return Promise.all([
106
ctx.createWorker({
107
name: 'Bob',
108
phoneNumber: process.env.BOB_NUMBER,
109
products: ['ProgrammableSMS'],
110
}),
111
ctx.createWorker({
112
name: 'Alice',
113
phoneNumber: process.env.ALICE_NUMBER,
114
products: ['ProgrammableVoice'],
115
})
116
])
117
.then(function(workers) {
118
var bobWorker = workers[0];
119
var aliceWorker = workers[1];
120
var workerInfo = {};
121
122
workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
123
workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
124
125
return workerInfo;
126
});
127
}
128
129
function createWorkflowActivities() {
130
var ctx = this;
131
var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
132
133
return ctx.client.activities.list()
134
.then(function(activities) {
135
var existingActivities = map(activities, 'friendlyName');
136
137
var missingActivities = difference(activityNames, existingActivities);
138
139
var newActivities = map(missingActivities, function(friendlyName) {
140
return ctx.client.activities
141
.create({
142
friendlyName: friendlyName,
143
available: 'true'
144
});
145
});
146
147
return Promise.all(newActivities);
148
})
149
.then(function() {
150
return ctx.client.activities.list();
151
});
152
}
153
154
function createWorkflowConfig() {
155
var queues = this.queues;
156
157
if (!queues) {
158
throw new Error('Queues must be initialized.');
159
}
160
161
var defaultTarget = {
162
queue: find(queues, {friendlyName: 'Default'}).sid,
163
timeout: 30,
164
priority: 1,
165
};
166
167
var smsTarget = {
168
queue: find(queues, {friendlyName: 'SMS'}).sid,
169
timeout: 30,
170
priority: 5,
171
};
172
173
var voiceTarget = {
174
queue: find(queues, {friendlyName: 'Voice'}).sid,
175
timeout: 30,
176
priority: 5,
177
};
178
179
var rules = [
180
{
181
expression: 'selected_product=="ProgrammableSMS"',
182
targets: [smsTarget, defaultTarget],
183
timeout: 30,
184
},
185
{
186
expression: 'selected_product=="ProgrammableVoice"',
187
targets: [voiceTarget, defaultTarget],
188
timeout: 30,
189
},
190
];
191
192
var config = {
193
task_routing: {
194
filters: rules,
195
default_filter: defaultTarget,
196
},
197
};
198
199
return JSON.stringify(config);
200
}
201
202
function setup() {
203
var ctx = this;
204
205
ctx.initClient();
206
207
return this.initWorkspace()
208
.then(createWorkflowActivities.bind(ctx))
209
.then(createTaskQueues.bind(ctx))
210
.then(createWorkflow.bind(ctx))
211
.then(function(workspaceInfo) {
212
return ctx.createWorkers()
213
.then(function(workerInfo) {
214
return [workerInfo, workspaceInfo];
215
});
216
});
217
}
218
219
function findByFriendlyName(friendlyName) {
220
var client = this.client;
221
222
return client.list()
223
.then(function (data) {
224
return find(data, {friendlyName: friendlyName});
225
});
226
}
227
228
function deleteByFriendlyName(friendlyName) {
229
var ctx = this;
230
231
return this.findByFriendlyName(friendlyName)
232
.then(function(workspace) {
233
if (workspace.remove) {
234
return workspace.remove();
235
}
236
});
237
}
238
239
function createWorkspace() {
240
return this.client.create({
241
friendlyName: WORKSPACE_NAME,
242
EVENT_CALLBACKUrl: EVENT_CALLBACK,
243
});
244
}
245
246
function initWorkspace() {
247
var ctx = this;
248
var client = this.client;
249
250
return ctx.findByFriendlyName(WORKSPACE_NAME)
251
.then(function(workspace) {
252
var newWorkspace;
253
254
if (workspace) {
255
newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
256
.then(createWorkspace.bind(ctx));
257
} else {
258
newWorkspace = ctx.createWorkspace();
259
}
260
261
return newWorkspace;
262
})
263
.then(function(workspace) {
264
ctx.initClient(workspace.sid);
265
266
return workspace;
267
});
268
}
269
270
return {
271
createTaskQueues: createTaskQueues,
272
createWorker: createWorker,
273
createWorkers: createWorkers,
274
createWorkflow: createWorkflow,
275
createWorkflowActivities: createWorkflowActivities,
276
createWorkflowConfig: createWorkflowConfig,
277
createWorkspace: createWorkspace,
278
deleteByFriendlyName: deleteByFriendlyName,
279
findByFriendlyName: findByFriendlyName,
280
initClient: initClient,
281
initWorkspace: initWorkspace,
282
setup: setup,
283
};
284
};

We have a Workspace, Workers and Task Queues... what's left? A Workflow. Let's see how to create one next!


Finally, we create the Workflow using the following parameters:

  1. friendlyName as the name of a Workflow.
  2. assignmentCallbackUrl and fallbackAssignmentCallbackUrl as the public URL where a request will be made when this Workflow assigns a Task to a Worker. We will learn how to implement it on the next steps.
  3. taskReservationTimeout as the maximum time we want to wait until a Worker is available for handling a Task.
  4. configuration which is a set of rules for placing Tasks into Task Queues. The routing configuration will take a Task's attribute and match this with Task Queues. This application's Workflow rules are defined as:

    • "selected_product==\ "ProgrammableSMS\"" expression for SMS Task Queue. This expression will match any Task with ProgrammableSMS as the selected_product attribute.
    • "selected_product==\ "ProgrammableVoice\"" expression for Voice Task Queue.

lib/workspace.js

1
'use strict';
2
3
var twilio = require('twilio');
4
var find = require('lodash/find');
5
var map = require('lodash/map');
6
var difference = require('lodash/difference');
7
var WORKSPACE_NAME = 'TaskRouter Node Workspace';
8
var HOST = process.env.HOST;
9
var EVENT_CALLBACK = `${HOST}/events`;
10
var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
11
var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
12
13
module.exports = function() {
14
function initClient(existingWorkspaceSid) {
15
if (!existingWorkspaceSid) {
16
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
17
} else {
18
this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
19
.taskrouter.v1.workspaces(existingWorkspaceSid);
20
}
21
}
22
23
function createWorker(opts) {
24
var ctx = this;
25
26
return this.client.activities.list({friendlyName: 'Idle'})
27
.then(function(idleActivity) {
28
return ctx.client.workers.create({
29
friendlyName: opts.name,
30
attributes: JSON.stringify({
31
'products': opts.products,
32
'contact_uri': opts.phoneNumber,
33
}),
34
activitySid: idleActivity.sid,
35
});
36
});
37
}
38
39
function createWorkflow() {
40
var ctx = this;
41
var config = this.createWorkflowConfig();
42
43
return ctx.client.workflows
44
.create({
45
friendlyName: 'Sales',
46
assignmentCallbackUrl: HOST + '/call/assignment',
47
fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
48
taskReservationTimeout: 15,
49
configuration: config,
50
})
51
.then(function(workflow) {
52
return ctx.client.activities.list()
53
.then(function(activities) {
54
var idleActivity = find(activities, {friendlyName: 'Idle'});
55
var offlineActivity = find(activities, {friendlyName: 'Offline'});
56
57
return {
58
workflowSid: workflow.sid,
59
activities: {
60
idle: idleActivity.sid,
61
offline: offlineActivity.sid,
62
},
63
workspaceSid: ctx.client._solution.sid,
64
};
65
});
66
});
67
}
68
69
function createTaskQueues() {
70
var ctx = this;
71
return this.client.activities.list()
72
.then(function(activities) {
73
var busyActivity = find(activities, {friendlyName: 'Busy'});
74
var reservedActivity = find(activities, {friendlyName: 'Reserved'});
75
76
return Promise.all([
77
ctx.client.taskQueues.create({
78
friendlyName: 'SMS',
79
targetWorkers: 'products HAS "ProgrammableSMS"',
80
assignmentActivitySid: busyActivity.sid,
81
reservationActivitySid: reservedActivity.sid,
82
}),
83
ctx.client.taskQueues.create({
84
friendlyName: 'Voice',
85
targetWorkers: 'products HAS "ProgrammableVoice"',
86
assignmentActivitySid: busyActivity.sid,
87
reservationActivitySid: reservedActivity.sid,
88
}),
89
ctx.client.taskQueues.create({
90
friendlyName: 'Default',
91
targetWorkers: '1==1',
92
assignmentActivitySid: busyActivity.sid,
93
reservationActivitySid: reservedActivity.sid,
94
}),
95
])
96
.then(function(queues) {
97
ctx.queues = queues;
98
});
99
});
100
}
101
102
function createWorkers() {
103
var ctx = this;
104
105
return Promise.all([
106
ctx.createWorker({
107
name: 'Bob',
108
phoneNumber: process.env.BOB_NUMBER,
109
products: ['ProgrammableSMS'],
110
}),
111
ctx.createWorker({
112
name: 'Alice',
113
phoneNumber: process.env.ALICE_NUMBER,
114
products: ['ProgrammableVoice'],
115
})
116
])
117
.then(function(workers) {
118
var bobWorker = workers[0];
119
var aliceWorker = workers[1];
120
var workerInfo = {};
121
122
workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
123
workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
124
125
return workerInfo;
126
});
127
}
128
129
function createWorkflowActivities() {
130
var ctx = this;
131
var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
132
133
return ctx.client.activities.list()
134
.then(function(activities) {
135
var existingActivities = map(activities, 'friendlyName');
136
137
var missingActivities = difference(activityNames, existingActivities);
138
139
var newActivities = map(missingActivities, function(friendlyName) {
140
return ctx.client.activities
141
.create({
142
friendlyName: friendlyName,
143
available: 'true'
144
});
145
});
146
147
return Promise.all(newActivities);
148
})
149
.then(function() {
150
return ctx.client.activities.list();
151
});
152
}
153
154
function createWorkflowConfig() {
155
var queues = this.queues;
156
157
if (!queues) {
158
throw new Error('Queues must be initialized.');
159
}
160
161
var defaultTarget = {
162
queue: find(queues, {friendlyName: 'Default'}).sid,
163
timeout: 30,
164
priority: 1,
165
};
166
167
var smsTarget = {
168
queue: find(queues, {friendlyName: 'SMS'}).sid,
169
timeout: 30,
170
priority: 5,
171
};
172
173
var voiceTarget = {
174
queue: find(queues, {friendlyName: 'Voice'}).sid,
175
timeout: 30,
176
priority: 5,
177
};
178
179
var rules = [
180
{
181
expression: 'selected_product=="ProgrammableSMS"',
182
targets: [smsTarget, defaultTarget],
183
timeout: 30,
184
},
185
{
186
expression: 'selected_product=="ProgrammableVoice"',
187
targets: [voiceTarget, defaultTarget],
188
timeout: 30,
189
},
190
];
191
192
var config = {
193
task_routing: {
194
filters: rules,
195
default_filter: defaultTarget,
196
},
197
};
198
199
return JSON.stringify(config);
200
}
201
202
function setup() {
203
var ctx = this;
204
205
ctx.initClient();
206
207
return this.initWorkspace()
208
.then(createWorkflowActivities.bind(ctx))
209
.then(createTaskQueues.bind(ctx))
210
.then(createWorkflow.bind(ctx))
211
.then(function(workspaceInfo) {
212
return ctx.createWorkers()
213
.then(function(workerInfo) {
214
return [workerInfo, workspaceInfo];
215
});
216
});
217
}
218
219
function findByFriendlyName(friendlyName) {
220
var client = this.client;
221
222
return client.list()
223
.then(function (data) {
224
return find(data, {friendlyName: friendlyName});
225
});
226
}
227
228
function deleteByFriendlyName(friendlyName) {
229
var ctx = this;
230
231
return this.findByFriendlyName(friendlyName)
232
.then(function(workspace) {
233
if (workspace.remove) {
234
return workspace.remove();
235
}
236
});
237
}
238
239
function createWorkspace() {
240
return this.client.create({
241
friendlyName: WORKSPACE_NAME,
242
EVENT_CALLBACKUrl: EVENT_CALLBACK,
243
});
244
}
245
246
function initWorkspace() {
247
var ctx = this;
248
var client = this.client;
249
250
return ctx.findByFriendlyName(WORKSPACE_NAME)
251
.then(function(workspace) {
252
var newWorkspace;
253
254
if (workspace) {
255
newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
256
.then(createWorkspace.bind(ctx));
257
} else {
258
newWorkspace = ctx.createWorkspace();
259
}
260
261
return newWorkspace;
262
})
263
.then(function(workspace) {
264
ctx.initClient(workspace.sid);
265
266
return workspace;
267
});
268
}
269
270
return {
271
createTaskQueues: createTaskQueues,
272
createWorker: createWorker,
273
createWorkers: createWorkers,
274
createWorkflow: createWorkflow,
275
createWorkflowActivities: createWorkflowActivities,
276
createWorkflowConfig: createWorkflowConfig,
277
createWorkspace: createWorkspace,
278
deleteByFriendlyName: deleteByFriendlyName,
279
findByFriendlyName: findByFriendlyName,
280
initClient: initClient,
281
initWorkspace: initWorkspace,
282
setup: setup,
283
};
284
};

Our workspace is completely setup. Now it's time to see how we use it to route calls.


Handle Twilio's Request

handle-twilios-request page anchor

Right after receiving a call, Twilio will send a request to the URL specified on the number's configuration.

The endpoint will then process the request and generate a TwiML response. We'll use the Say verb to give the user product alternatives they can select by pressing a key. The Gather verb allows us to capture the user's key press.

Handling Twilio's Requests

handling-twilios-requests page anchor

routes/call.js

1
'use strict';
2
3
var express = require('express'),
4
router = express.Router(),
5
VoiceResponse = require('twilio/lib/twiml/VoiceResponse');
6
7
module.exports = function (app) {
8
// POST /call/incoming
9
router.post('/incoming/', function (req, res) {
10
var twimlResponse = new VoiceResponse();
11
var gather = twimlResponse.gather({
12
numDigits: 1,
13
action: '/call/enqueue',
14
method: 'POST'
15
});
16
gather.say('For Programmable SMS, press one. For Voice, press any other key.');
17
res.type('text/xml');
18
res.send(twimlResponse.toString());
19
});
20
21
// POST /call/enqueue
22
router.post('/enqueue/', function (req, res) {
23
var pressedKey = req.body.Digits;
24
var twimlResponse = new VoiceResponse();
25
var selectedProduct = (pressedKey === '1') ? 'ProgrammableSMS' : 'ProgrammableVoice';
26
var enqueue = twimlResponse.enqueueTask(
27
{workflowSid: app.get('workspaceInfo').workflowSid}
28
);
29
enqueue.task({}, JSON.stringify({selected_product: selectedProduct}));
30
31
res.type('text/xml');
32
res.send(twimlResponse.toString());
33
});
34
35
// POST /call/assignment
36
router.post('/assignment/', function (req, res) {
37
res.type('application/json');
38
res.send({
39
instruction: "dequeue",
40
post_work_activity_sid: app.get('workspaceInfo').activities.idle
41
});
42
});
43
44
return router;
45
};

We just asked the caller to choose a product, next we will use their choice to create the appropriate Task.


This is the endpoint set as the action URL on the Gather verb on the previous step. A request is made to this endpoint when the user presses a key during the call. This request has a Digits parameter that holds the pressed keys. A Task will be created based on the pressed digit with the selected_product as an attribute. The Workflow will take this Task's attributes and match with the configured expressions in order to find a Task Queue for this Task, so an appropriate available Worker can be assigned to handle it.

We use the Enqueue verb with a WorkflowSid attribute to integrate with TaskRouter. Then the voice call will be put on hold while TaskRouter tries to find an available Worker to handle this Task.

routes/call.js

1
'use strict';
2
3
var express = require('express'),
4
router = express.Router(),
5
VoiceResponse = require('twilio/lib/twiml/VoiceResponse');
6
7
module.exports = function (app) {
8
// POST /call/incoming
9
router.post('/incoming/', function (req, res) {
10
var twimlResponse = new VoiceResponse();
11
var gather = twimlResponse.gather({
12
numDigits: 1,
13
action: '/call/enqueue',
14
method: 'POST'
15
});
16
gather.say('For Programmable SMS, press one. For Voice, press any other key.');
17
res.type('text/xml');
18
res.send(twimlResponse.toString());
19
});
20
21
// POST /call/enqueue
22
router.post('/enqueue/', function (req, res) {
23
var pressedKey = req.body.Digits;
24
var twimlResponse = new VoiceResponse();
25
var selectedProduct = (pressedKey === '1') ? 'ProgrammableSMS' : 'ProgrammableVoice';
26
var enqueue = twimlResponse.enqueueTask(
27
{workflowSid: app.get('workspaceInfo').workflowSid}
28
);
29
enqueue.task({}, JSON.stringify({selected_product: selectedProduct}));
30
31
res.type('text/xml');
32
res.send(twimlResponse.toString());
33
});
34
35
// POST /call/assignment
36
router.post('/assignment/', function (req, res) {
37
res.type('application/json');
38
res.send({
39
instruction: "dequeue",
40
post_work_activity_sid: app.get('workspaceInfo').activities.idle
41
});
42
});
43
44
return router;
45
};

After sending a Task to Twilio, let's see how we tell TaskRouter which Worker to use to execute that task.


When TaskRouter selects a Worker, it does the following:

  1. The Task's Assignment Status is set to 'reserved'.
  2. A Reservation instance is generated, linking the Task to the selected Worker.
  3. At the same time the Reservation is created, a POST request is made to the Workflow's AssignmentCallbackURL, which was configured while creating the Workflow. This request includes the full details of the Task, the selected Worker, and the Reservation.

Handling this Assignment Callback is a key component of building a TaskRouter application as we can instruct how the Worker will handle a Task. We could send a text, email, push notifications or make a call.

Since we created this Task during a voice call with an Enqueue verb, lets instruct TaskRouter to dequeue the call and dial a Worker. If we do not specify a to parameter with a phone number, TaskRouter will pick the Worker's contact_uri attribute.

We also send a post_work_activity_sid which will tell TaskRouter which Activity to assign this worker after the call ends.

routes/call.js

1
'use strict';
2
3
var express = require('express'),
4
router = express.Router(),
5
VoiceResponse = require('twilio/lib/twiml/VoiceResponse');
6
7
module.exports = function (app) {
8
// POST /call/incoming
9
router.post('/incoming/', function (req, res) {
10
var twimlResponse = new VoiceResponse();
11
var gather = twimlResponse.gather({
12
numDigits: 1,
13
action: '/call/enqueue',
14
method: 'POST'
15
});
16
gather.say('For Programmable SMS, press one. For Voice, press any other key.');
17
res.type('text/xml');
18
res.send(twimlResponse.toString());
19
});
20
21
// POST /call/enqueue
22
router.post('/enqueue/', function (req, res) {
23
var pressedKey = req.body.Digits;
24
var twimlResponse = new VoiceResponse();
25
var selectedProduct = (pressedKey === '1') ? 'ProgrammableSMS' : 'ProgrammableVoice';
26
var enqueue = twimlResponse.enqueueTask(
27
{workflowSid: app.get('workspaceInfo').workflowSid}
28
);
29
enqueue.task({}, JSON.stringify({selected_product: selectedProduct}));
30
31
res.type('text/xml');
32
res.send(twimlResponse.toString());
33
});
34
35
// POST /call/assignment
36
router.post('/assignment/', function (req, res) {
37
res.type('application/json');
38
res.send({
39
instruction: "dequeue",
40
post_work_activity_sid: app.get('workspaceInfo').activities.idle
41
});
42
});
43
44
return router;
45
};

Now that our Tasks are routed properly, let's deal with missed calls in the next step.


This endpoint will be called after each TaskRouter Event is triggered. In our application, we are trying to collect missed calls, so we would like to handle the workflow.timeout event. This event is triggered when the Task waits more than the limit set on the Workflow Configuration-- or rather when no worker is available.

Here we use TwilioRestClient to route this call to a Voicemail Twimlet. Twimlets are tiny web applications for voice. This one will generate a TwiML response using Say verb and record a message using Record verb. The recorded message will then be transcribed and sent to the email address configured.

Note that we are also listening for task.canceled. This is triggered when the customer hangs up before being assigned to an agent, therefore canceling the task. Capturing this event allows us to collect the information from the customers that hang up before the Workflow times out.

routes/events.js

1
'use strict';
2
3
var express = require('express'),
4
MissedCall = require('../models/missed-call'),
5
util = require('util'),
6
querystring = require('querystring'),
7
router = express.Router(),
8
Q = require('q');
9
10
// POST /events
11
router.post('/', function (req, res) {
12
var eventType = req.body.EventType;
13
var taskAttributes = (req.body.TaskAttributes)? JSON.parse(req.body.TaskAttributes) : {};
14
15
function saveMissedCall(){
16
return MissedCall.create({
17
selectedProduct: taskAttributes.selected_product,
18
phoneNumber: taskAttributes.from
19
});
20
}
21
22
var eventHandler = {
23
'task.canceled': saveMissedCall,
24
'workflow.timeout': function() {
25
return saveMissedCall().then(voicemail(taskAttributes.call_sid));
26
},
27
'worker.activity.update': function(){
28
var workerAttributes = JSON.parse(req.body.WorkerAttributes);
29
if (req.body.WorkerActivityName === 'Offline') {
30
notifyOfflineStatus(workerAttributes.contact_uri);
31
}
32
return Q.resolve({});
33
},
34
'default': function() { return Q.resolve({}); }
35
};
36
37
(eventHandler[eventType] || eventHandler['default'])().then(function () {
38
res.json({});
39
});
40
});
41
42
function voicemail (callSid){
43
var client = buildClient(),
44
query = querystring.stringify({
45
Message: 'Sorry, All agents are busy. Please leave a message. We\'ll call you as soon as possible',
46
Email: process.env.MISSED_CALLS_EMAIL_ADDRESS}),
47
voicemailUrl = util.format("http://twimlets.com/voicemail?%s", query);
48
49
client.calls(callSid).update({
50
method: 'POST',
51
url: voicemailUrl
52
});
53
}
54
55
function notifyOfflineStatus(phone_number) {
56
var client = buildClient(),
57
message = 'Your status has changed to Offline. Reply with "On" to get back Online';
58
client.sendMessage({
59
to: phone_number,
60
from: process.env.TWILIO_NUMBER,
61
body: message
62
});
63
}
64
65
function buildClient() {
66
var accountSid = process.env.TWILIO_ACCOUNT_SID,
67
authToken = process.env.TWILIO_AUTH_TOKEN;
68
return require('twilio')(accountSid, authToken);
69
}
70
71
module.exports = router;

Most of the features of our application are implemented. The last piece is allowing the Workers to change their availability status. Let's see how to do that next.


Change a Worker's Activity

change-a-workers-activity page anchor

We have created this endpoint, so a worker can send an SMS message to the support line with the command "On" or "Off" to change their availability status.

This is important as a worker's activity will change to Offline when they miss a call. When this happens, they receive an SMS letting them know that their activity has changed, and that they can reply with the On command to make themselves available for incoming calls again.

Handle Message to update the Worker Status

handle-message-to-update-the-worker-status page anchor

routes/sms.js

1
'use strict';
2
3
var express = require('express'),
4
router = express.Router(),
5
twimlGenerator = require('../lib/twiml-generator');
6
7
module.exports = function (app) {
8
// POST /sms/incoming
9
router.post('/incoming/', function (req, res) {
10
var targetActivity = (req.body.Body.toLowerCase() === "on")? "idle":"offline";
11
var activitySid = app.get('workspaceInfo').activities[targetActivity];
12
changeWorkerActivitySid(req.body.From, activitySid);
13
res.type('text/xml');
14
res.send(twimlGenerator.generateConfirmMessage(targetActivity));
15
});
16
17
function changeWorkerActivitySid(workerNumber, activitySid){
18
var accountSid = process.env.TWILIO_ACCOUNT_SID,
19
authToken = process.env.TWILIO_AUTH_TOKEN,
20
workspaceSid = app.get('workspaceInfo').workspaceSid,
21
workerSid = app.get('workerInfo')[workerNumber],
22
twilio = require('twilio'),
23
client = new twilio.TaskRouterClient(accountSid, authToken, workspaceSid);
24
client.workspace.workers(workerSid).update({activitySid: activitySid});
25
}
26
return router;
27
};

Congratulations! You finished this tutorial. As you can see, using Twilio's TaskRouter is quite simple.


If you're a Node.js/Express developer working with Twilio, you might enjoy these other tutorials:

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