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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

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.

Configure the Workspace

In order to instruct TaskRouter to handle the Tasks, we need to configure a Workspace. We can do this in the TaskRouter Console 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

lib/workspace.js


_284'use strict';
_284
_284var twilio = require('twilio');
_284var find = require('lodash/find');
_284var map = require('lodash/map');
_284var difference = require('lodash/difference');
_284var WORKSPACE_NAME = 'TaskRouter Node Workspace';
_284var HOST = process.env.HOST;
_284var EVENT_CALLBACK = `${HOST}/events`;
_284var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
_284var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
_284
_284module.exports = function() {
_284  function initClient(existingWorkspaceSid) {
_284    if (!existingWorkspaceSid) {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
_284    } else {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
_284      .taskrouter.v1.workspaces(existingWorkspaceSid);
_284    }
_284  }
_284
_284  function createWorker(opts) {
_284    var ctx = this;
_284
_284    return this.client.activities.list({friendlyName: 'Idle'})
_284    .then(function(idleActivity) {
_284      return ctx.client.workers.create({
_284        friendlyName: opts.name,
_284        attributes: JSON.stringify({
_284          'products': opts.products,
_284          'contact_uri': opts.phoneNumber,
_284        }),
_284        activitySid: idleActivity.sid,
_284      });
_284    });
_284  }
_284
_284  function createWorkflow() {
_284    var ctx = this;
_284    var config = this.createWorkflowConfig();
_284
_284    return ctx.client.workflows
_284      .create({
_284        friendlyName: 'Sales',
_284        assignmentCallbackUrl: HOST + '/call/assignment',
_284        fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
_284        taskReservationTimeout: 15,
_284        configuration: config,
_284      })
_284      .then(function(workflow) {
_284        return ctx.client.activities.list()
_284          .then(function(activities) {
_284            var idleActivity = find(activities, {friendlyName: 'Idle'});
_284            var offlineActivity = find(activities, {friendlyName: 'Offline'});
_284
_284            return {
_284              workflowSid: workflow.sid,
_284              activities: {
_284                idle: idleActivity.sid,
_284                offline: offlineActivity.sid,
_284              },
_284              workspaceSid: ctx.client._solution.sid,
_284            };
_284          });
_284      });
_284  }
_284
_284  function createTaskQueues() {
_284    var ctx = this;
_284    return this.client.activities.list()
_284      .then(function(activities) {
_284        var busyActivity = find(activities, {friendlyName: 'Busy'});
_284        var reservedActivity = find(activities, {friendlyName: 'Reserved'});
_284
_284        return Promise.all([
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'SMS',
_284            targetWorkers: 'products HAS "ProgrammableSMS"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Voice',
_284            targetWorkers: 'products HAS "ProgrammableVoice"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Default',
_284            targetWorkers: '1==1',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284        ])
_284        .then(function(queues) {
_284          ctx.queues = queues;
_284        });
_284      });
_284  }
_284
_284  function createWorkers() {
_284    var ctx = this;
_284
_284    return Promise.all([
_284      ctx.createWorker({
_284        name: 'Bob',
_284        phoneNumber: process.env.BOB_NUMBER,
_284        products: ['ProgrammableSMS'],
_284      }),
_284      ctx.createWorker({
_284        name: 'Alice',
_284        phoneNumber: process.env.ALICE_NUMBER,
_284        products: ['ProgrammableVoice'],
_284      })
_284    ])
_284    .then(function(workers) {
_284      var bobWorker = workers[0];
_284      var aliceWorker = workers[1];
_284      var workerInfo = {};
_284
_284      workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
_284      workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
_284
_284      return workerInfo;
_284    });
_284  }
_284
_284  function createWorkflowActivities() {
_284    var ctx = this;
_284    var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
_284
_284    return ctx.client.activities.list()
_284      .then(function(activities) {
_284        var existingActivities = map(activities, 'friendlyName');
_284
_284        var missingActivities = difference(activityNames, existingActivities);
_284
_284        var newActivities = map(missingActivities, function(friendlyName) {
_284          return ctx.client.activities
_284            .create({
_284              friendlyName: friendlyName,
_284              available: 'true'
_284            });
_284        });
_284
_284        return Promise.all(newActivities);
_284      })
_284      .then(function() {
_284        return ctx.client.activities.list();
_284      });
_284  }
_284
_284  function createWorkflowConfig() {
_284    var queues = this.queues;
_284
_284    if (!queues) {
_284      throw new Error('Queues must be initialized.');
_284    }
_284
_284    var defaultTarget = {
_284      queue: find(queues, {friendlyName: 'Default'}).sid,
_284      timeout: 30,
_284      priority: 1,
_284    };
_284
_284    var smsTarget = {
_284      queue: find(queues, {friendlyName: 'SMS'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var voiceTarget = {
_284      queue: find(queues, {friendlyName: 'Voice'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var rules = [
_284      {
_284        expression: 'selected_product=="ProgrammableSMS"',
_284        targets: [smsTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284      {
_284        expression: 'selected_product=="ProgrammableVoice"',
_284        targets: [voiceTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284    ];
_284
_284    var config = {
_284      task_routing: {
_284        filters: rules,
_284        default_filter: defaultTarget,
_284      },
_284    };
_284
_284    return JSON.stringify(config);
_284  }
_284
_284  function setup() {
_284    var ctx = this;
_284
_284    ctx.initClient();
_284
_284    return this.initWorkspace()
_284      .then(createWorkflowActivities.bind(ctx))
_284      .then(createTaskQueues.bind(ctx))
_284      .then(createWorkflow.bind(ctx))
_284      .then(function(workspaceInfo) {
_284        return ctx.createWorkers()
_284        .then(function(workerInfo) {
_284          return [workerInfo, workspaceInfo];
_284        });
_284      });
_284  }
_284
_284  function findByFriendlyName(friendlyName) {
_284    var client = this.client;
_284
_284    return client.list()
_284      .then(function (data) {
_284        return find(data, {friendlyName: friendlyName});
_284      });
_284  }
_284
_284  function deleteByFriendlyName(friendlyName) {
_284    var ctx = this;
_284
_284    return this.findByFriendlyName(friendlyName)
_284      .then(function(workspace) {
_284        if (workspace.remove) {
_284          return workspace.remove();
_284        }
_284      });
_284  }
_284
_284  function createWorkspace() {
_284    return this.client.create({
_284      friendlyName: WORKSPACE_NAME,
_284      EVENT_CALLBACKUrl: EVENT_CALLBACK,
_284    });
_284  }
_284
_284  function initWorkspace() {
_284    var ctx = this;
_284    var client = this.client;
_284
_284    return ctx.findByFriendlyName(WORKSPACE_NAME)
_284      .then(function(workspace) {
_284        var newWorkspace;
_284
_284        if (workspace) {
_284         newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
_284                   .then(createWorkspace.bind(ctx));
_284        } else {
_284         newWorkspace = ctx.createWorkspace();
_284        }
_284
_284        return newWorkspace;
_284      })
_284      .then(function(workspace) {
_284        ctx.initClient(workspace.sid);
_284
_284        return workspace;
_284      });
_284  }
_284
_284  return {
_284    createTaskQueues: createTaskQueues,
_284    createWorker: createWorker,
_284    createWorkers: createWorkers,
_284    createWorkflow: createWorkflow,
_284    createWorkflowActivities: createWorkflowActivities,
_284    createWorkflowConfig: createWorkflowConfig,
_284    createWorkspace: createWorkspace,
_284    deleteByFriendlyName: deleteByFriendlyName,
_284    findByFriendlyName: findByFriendlyName,
_284    initClient: initClient,
_284    initWorkspace: initWorkspace,
_284    setup: setup,
_284  };
_284};

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

Create a Workspace

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.

Create Workspace

lib/workspace.js


_284'use strict';
_284
_284var twilio = require('twilio');
_284var find = require('lodash/find');
_284var map = require('lodash/map');
_284var difference = require('lodash/difference');
_284var WORKSPACE_NAME = 'TaskRouter Node Workspace';
_284var HOST = process.env.HOST;
_284var EVENT_CALLBACK = `${HOST}/events`;
_284var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
_284var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
_284
_284module.exports = function() {
_284  function initClient(existingWorkspaceSid) {
_284    if (!existingWorkspaceSid) {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
_284    } else {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
_284      .taskrouter.v1.workspaces(existingWorkspaceSid);
_284    }
_284  }
_284
_284  function createWorker(opts) {
_284    var ctx = this;
_284
_284    return this.client.activities.list({friendlyName: 'Idle'})
_284    .then(function(idleActivity) {
_284      return ctx.client.workers.create({
_284        friendlyName: opts.name,
_284        attributes: JSON.stringify({
_284          'products': opts.products,
_284          'contact_uri': opts.phoneNumber,
_284        }),
_284        activitySid: idleActivity.sid,
_284      });
_284    });
_284  }
_284
_284  function createWorkflow() {
_284    var ctx = this;
_284    var config = this.createWorkflowConfig();
_284
_284    return ctx.client.workflows
_284      .create({
_284        friendlyName: 'Sales',
_284        assignmentCallbackUrl: HOST + '/call/assignment',
_284        fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
_284        taskReservationTimeout: 15,
_284        configuration: config,
_284      })
_284      .then(function(workflow) {
_284        return ctx.client.activities.list()
_284          .then(function(activities) {
_284            var idleActivity = find(activities, {friendlyName: 'Idle'});
_284            var offlineActivity = find(activities, {friendlyName: 'Offline'});
_284
_284            return {
_284              workflowSid: workflow.sid,
_284              activities: {
_284                idle: idleActivity.sid,
_284                offline: offlineActivity.sid,
_284              },
_284              workspaceSid: ctx.client._solution.sid,
_284            };
_284          });
_284      });
_284  }
_284
_284  function createTaskQueues() {
_284    var ctx = this;
_284    return this.client.activities.list()
_284      .then(function(activities) {
_284        var busyActivity = find(activities, {friendlyName: 'Busy'});
_284        var reservedActivity = find(activities, {friendlyName: 'Reserved'});
_284
_284        return Promise.all([
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'SMS',
_284            targetWorkers: 'products HAS "ProgrammableSMS"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Voice',
_284            targetWorkers: 'products HAS "ProgrammableVoice"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Default',
_284            targetWorkers: '1==1',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284        ])
_284        .then(function(queues) {
_284          ctx.queues = queues;
_284        });
_284      });
_284  }
_284
_284  function createWorkers() {
_284    var ctx = this;
_284
_284    return Promise.all([
_284      ctx.createWorker({
_284        name: 'Bob',
_284        phoneNumber: process.env.BOB_NUMBER,
_284        products: ['ProgrammableSMS'],
_284      }),
_284      ctx.createWorker({
_284        name: 'Alice',
_284        phoneNumber: process.env.ALICE_NUMBER,
_284        products: ['ProgrammableVoice'],
_284      })
_284    ])
_284    .then(function(workers) {
_284      var bobWorker = workers[0];
_284      var aliceWorker = workers[1];
_284      var workerInfo = {};
_284
_284      workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
_284      workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
_284
_284      return workerInfo;
_284    });
_284  }
_284
_284  function createWorkflowActivities() {
_284    var ctx = this;
_284    var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
_284
_284    return ctx.client.activities.list()
_284      .then(function(activities) {
_284        var existingActivities = map(activities, 'friendlyName');
_284
_284        var missingActivities = difference(activityNames, existingActivities);
_284
_284        var newActivities = map(missingActivities, function(friendlyName) {
_284          return ctx.client.activities
_284            .create({
_284              friendlyName: friendlyName,
_284              available: 'true'
_284            });
_284        });
_284
_284        return Promise.all(newActivities);
_284      })
_284      .then(function() {
_284        return ctx.client.activities.list();
_284      });
_284  }
_284
_284  function createWorkflowConfig() {
_284    var queues = this.queues;
_284
_284    if (!queues) {
_284      throw new Error('Queues must be initialized.');
_284    }
_284
_284    var defaultTarget = {
_284      queue: find(queues, {friendlyName: 'Default'}).sid,
_284      timeout: 30,
_284      priority: 1,
_284    };
_284
_284    var smsTarget = {
_284      queue: find(queues, {friendlyName: 'SMS'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var voiceTarget = {
_284      queue: find(queues, {friendlyName: 'Voice'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var rules = [
_284      {
_284        expression: 'selected_product=="ProgrammableSMS"',
_284        targets: [smsTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284      {
_284        expression: 'selected_product=="ProgrammableVoice"',
_284        targets: [voiceTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284    ];
_284
_284    var config = {
_284      task_routing: {
_284        filters: rules,
_284        default_filter: defaultTarget,
_284      },
_284    };
_284
_284    return JSON.stringify(config);
_284  }
_284
_284  function setup() {
_284    var ctx = this;
_284
_284    ctx.initClient();
_284
_284    return this.initWorkspace()
_284      .then(createWorkflowActivities.bind(ctx))
_284      .then(createTaskQueues.bind(ctx))
_284      .then(createWorkflow.bind(ctx))
_284      .then(function(workspaceInfo) {
_284        return ctx.createWorkers()
_284        .then(function(workerInfo) {
_284          return [workerInfo, workspaceInfo];
_284        });
_284      });
_284  }
_284
_284  function findByFriendlyName(friendlyName) {
_284    var client = this.client;
_284
_284    return client.list()
_284      .then(function (data) {
_284        return find(data, {friendlyName: friendlyName});
_284      });
_284  }
_284
_284  function deleteByFriendlyName(friendlyName) {
_284    var ctx = this;
_284
_284    return this.findByFriendlyName(friendlyName)
_284      .then(function(workspace) {
_284        if (workspace.remove) {
_284          return workspace.remove();
_284        }
_284      });
_284  }
_284
_284  function createWorkspace() {
_284    return this.client.create({
_284      friendlyName: WORKSPACE_NAME,
_284      EVENT_CALLBACKUrl: EVENT_CALLBACK,
_284    });
_284  }
_284
_284  function initWorkspace() {
_284    var ctx = this;
_284    var client = this.client;
_284
_284    return ctx.findByFriendlyName(WORKSPACE_NAME)
_284      .then(function(workspace) {
_284        var newWorkspace;
_284
_284        if (workspace) {
_284         newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
_284                   .then(createWorkspace.bind(ctx));
_284        } else {
_284         newWorkspace = ctx.createWorkspace();
_284        }
_284
_284        return newWorkspace;
_284      })
_284      .then(function(workspace) {
_284        ctx.initClient(workspace.sid);
_284
_284        return workspace;
_284      });
_284  }
_284
_284  return {
_284    createTaskQueues: createTaskQueues,
_284    createWorker: createWorker,
_284    createWorkers: createWorkers,
_284    createWorkflow: createWorkflow,
_284    createWorkflowActivities: createWorkflowActivities,
_284    createWorkflowConfig: createWorkflowConfig,
_284    createWorkspace: createWorkspace,
_284    deleteByFriendlyName: deleteByFriendlyName,
_284    findByFriendlyName: findByFriendlyName,
_284    initClient: initClient,
_284    initWorkspace: initWorkspace,
_284    setup: setup,
_284  };
_284};

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

Create the Workers

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.

Create Workers

lib/workspace.js


_284'use strict';
_284
_284var twilio = require('twilio');
_284var find = require('lodash/find');
_284var map = require('lodash/map');
_284var difference = require('lodash/difference');
_284var WORKSPACE_NAME = 'TaskRouter Node Workspace';
_284var HOST = process.env.HOST;
_284var EVENT_CALLBACK = `${HOST}/events`;
_284var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
_284var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
_284
_284module.exports = function() {
_284  function initClient(existingWorkspaceSid) {
_284    if (!existingWorkspaceSid) {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
_284    } else {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
_284      .taskrouter.v1.workspaces(existingWorkspaceSid);
_284    }
_284  }
_284
_284  function createWorker(opts) {
_284    var ctx = this;
_284
_284    return this.client.activities.list({friendlyName: 'Idle'})
_284    .then(function(idleActivity) {
_284      return ctx.client.workers.create({
_284        friendlyName: opts.name,
_284        attributes: JSON.stringify({
_284          'products': opts.products,
_284          'contact_uri': opts.phoneNumber,
_284        }),
_284        activitySid: idleActivity.sid,
_284      });
_284    });
_284  }
_284
_284  function createWorkflow() {
_284    var ctx = this;
_284    var config = this.createWorkflowConfig();
_284
_284    return ctx.client.workflows
_284      .create({
_284        friendlyName: 'Sales',
_284        assignmentCallbackUrl: HOST + '/call/assignment',
_284        fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
_284        taskReservationTimeout: 15,
_284        configuration: config,
_284      })
_284      .then(function(workflow) {
_284        return ctx.client.activities.list()
_284          .then(function(activities) {
_284            var idleActivity = find(activities, {friendlyName: 'Idle'});
_284            var offlineActivity = find(activities, {friendlyName: 'Offline'});
_284
_284            return {
_284              workflowSid: workflow.sid,
_284              activities: {
_284                idle: idleActivity.sid,
_284                offline: offlineActivity.sid,
_284              },
_284              workspaceSid: ctx.client._solution.sid,
_284            };
_284          });
_284      });
_284  }
_284
_284  function createTaskQueues() {
_284    var ctx = this;
_284    return this.client.activities.list()
_284      .then(function(activities) {
_284        var busyActivity = find(activities, {friendlyName: 'Busy'});
_284        var reservedActivity = find(activities, {friendlyName: 'Reserved'});
_284
_284        return Promise.all([
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'SMS',
_284            targetWorkers: 'products HAS "ProgrammableSMS"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Voice',
_284            targetWorkers: 'products HAS "ProgrammableVoice"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Default',
_284            targetWorkers: '1==1',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284        ])
_284        .then(function(queues) {
_284          ctx.queues = queues;
_284        });
_284      });
_284  }
_284
_284  function createWorkers() {
_284    var ctx = this;
_284
_284    return Promise.all([
_284      ctx.createWorker({
_284        name: 'Bob',
_284        phoneNumber: process.env.BOB_NUMBER,
_284        products: ['ProgrammableSMS'],
_284      }),
_284      ctx.createWorker({
_284        name: 'Alice',
_284        phoneNumber: process.env.ALICE_NUMBER,
_284        products: ['ProgrammableVoice'],
_284      })
_284    ])
_284    .then(function(workers) {
_284      var bobWorker = workers[0];
_284      var aliceWorker = workers[1];
_284      var workerInfo = {};
_284
_284      workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
_284      workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
_284
_284      return workerInfo;
_284    });
_284  }
_284
_284  function createWorkflowActivities() {
_284    var ctx = this;
_284    var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
_284
_284    return ctx.client.activities.list()
_284      .then(function(activities) {
_284        var existingActivities = map(activities, 'friendlyName');
_284
_284        var missingActivities = difference(activityNames, existingActivities);
_284
_284        var newActivities = map(missingActivities, function(friendlyName) {
_284          return ctx.client.activities
_284            .create({
_284              friendlyName: friendlyName,
_284              available: 'true'
_284            });
_284        });
_284
_284        return Promise.all(newActivities);
_284      })
_284      .then(function() {
_284        return ctx.client.activities.list();
_284      });
_284  }
_284
_284  function createWorkflowConfig() {
_284    var queues = this.queues;
_284
_284    if (!queues) {
_284      throw new Error('Queues must be initialized.');
_284    }
_284
_284    var defaultTarget = {
_284      queue: find(queues, {friendlyName: 'Default'}).sid,
_284      timeout: 30,
_284      priority: 1,
_284    };
_284
_284    var smsTarget = {
_284      queue: find(queues, {friendlyName: 'SMS'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var voiceTarget = {
_284      queue: find(queues, {friendlyName: 'Voice'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var rules = [
_284      {
_284        expression: 'selected_product=="ProgrammableSMS"',
_284        targets: [smsTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284      {
_284        expression: 'selected_product=="ProgrammableVoice"',
_284        targets: [voiceTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284    ];
_284
_284    var config = {
_284      task_routing: {
_284        filters: rules,
_284        default_filter: defaultTarget,
_284      },
_284    };
_284
_284    return JSON.stringify(config);
_284  }
_284
_284  function setup() {
_284    var ctx = this;
_284
_284    ctx.initClient();
_284
_284    return this.initWorkspace()
_284      .then(createWorkflowActivities.bind(ctx))
_284      .then(createTaskQueues.bind(ctx))
_284      .then(createWorkflow.bind(ctx))
_284      .then(function(workspaceInfo) {
_284        return ctx.createWorkers()
_284        .then(function(workerInfo) {
_284          return [workerInfo, workspaceInfo];
_284        });
_284      });
_284  }
_284
_284  function findByFriendlyName(friendlyName) {
_284    var client = this.client;
_284
_284    return client.list()
_284      .then(function (data) {
_284        return find(data, {friendlyName: friendlyName});
_284      });
_284  }
_284
_284  function deleteByFriendlyName(friendlyName) {
_284    var ctx = this;
_284
_284    return this.findByFriendlyName(friendlyName)
_284      .then(function(workspace) {
_284        if (workspace.remove) {
_284          return workspace.remove();
_284        }
_284      });
_284  }
_284
_284  function createWorkspace() {
_284    return this.client.create({
_284      friendlyName: WORKSPACE_NAME,
_284      EVENT_CALLBACKUrl: EVENT_CALLBACK,
_284    });
_284  }
_284
_284  function initWorkspace() {
_284    var ctx = this;
_284    var client = this.client;
_284
_284    return ctx.findByFriendlyName(WORKSPACE_NAME)
_284      .then(function(workspace) {
_284        var newWorkspace;
_284
_284        if (workspace) {
_284         newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
_284                   .then(createWorkspace.bind(ctx));
_284        } else {
_284         newWorkspace = ctx.createWorkspace();
_284        }
_284
_284        return newWorkspace;
_284      })
_284      .then(function(workspace) {
_284        ctx.initClient(workspace.sid);
_284
_284        return workspace;
_284      });
_284  }
_284
_284  return {
_284    createTaskQueues: createTaskQueues,
_284    createWorker: createWorker,
_284    createWorkers: createWorkers,
_284    createWorkflow: createWorkflow,
_284    createWorkflowActivities: createWorkflowActivities,
_284    createWorkflowConfig: createWorkflowConfig,
_284    createWorkspace: createWorkspace,
_284    deleteByFriendlyName: deleteByFriendlyName,
_284    findByFriendlyName: findByFriendlyName,
_284    initClient: initClient,
_284    initWorkspace: initWorkspace,
_284    setup: setup,
_284  };
_284};

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

Create 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:

SMS - Will target Workers specialized in Programmable SMS, such as Bob, using the expression '"ProgrammableSMS" in products' .
Voice - Will do the same for Programmable Voice Workers, such as Alice, using the expression '"ProgrammableVoice" in products' .
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.

Create Task Queues

lib/workspace.js


_284'use strict';
_284
_284var twilio = require('twilio');
_284var find = require('lodash/find');
_284var map = require('lodash/map');
_284var difference = require('lodash/difference');
_284var WORKSPACE_NAME = 'TaskRouter Node Workspace';
_284var HOST = process.env.HOST;
_284var EVENT_CALLBACK = `${HOST}/events`;
_284var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
_284var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
_284
_284module.exports = function() {
_284  function initClient(existingWorkspaceSid) {
_284    if (!existingWorkspaceSid) {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
_284    } else {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
_284      .taskrouter.v1.workspaces(existingWorkspaceSid);
_284    }
_284  }
_284
_284  function createWorker(opts) {
_284    var ctx = this;
_284
_284    return this.client.activities.list({friendlyName: 'Idle'})
_284    .then(function(idleActivity) {
_284      return ctx.client.workers.create({
_284        friendlyName: opts.name,
_284        attributes: JSON.stringify({
_284          'products': opts.products,
_284          'contact_uri': opts.phoneNumber,
_284        }),
_284        activitySid: idleActivity.sid,
_284      });
_284    });
_284  }
_284
_284  function createWorkflow() {
_284    var ctx = this;
_284    var config = this.createWorkflowConfig();
_284
_284    return ctx.client.workflows
_284      .create({
_284        friendlyName: 'Sales',
_284        assignmentCallbackUrl: HOST + '/call/assignment',
_284        fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
_284        taskReservationTimeout: 15,
_284        configuration: config,
_284      })
_284      .then(function(workflow) {
_284        return ctx.client.activities.list()
_284          .then(function(activities) {
_284            var idleActivity = find(activities, {friendlyName: 'Idle'});
_284            var offlineActivity = find(activities, {friendlyName: 'Offline'});
_284
_284            return {
_284              workflowSid: workflow.sid,
_284              activities: {
_284                idle: idleActivity.sid,
_284                offline: offlineActivity.sid,
_284              },
_284              workspaceSid: ctx.client._solution.sid,
_284            };
_284          });
_284      });
_284  }
_284
_284  function createTaskQueues() {
_284    var ctx = this;
_284    return this.client.activities.list()
_284      .then(function(activities) {
_284        var busyActivity = find(activities, {friendlyName: 'Busy'});
_284        var reservedActivity = find(activities, {friendlyName: 'Reserved'});
_284
_284        return Promise.all([
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'SMS',
_284            targetWorkers: 'products HAS "ProgrammableSMS"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Voice',
_284            targetWorkers: 'products HAS "ProgrammableVoice"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Default',
_284            targetWorkers: '1==1',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284        ])
_284        .then(function(queues) {
_284          ctx.queues = queues;
_284        });
_284      });
_284  }
_284
_284  function createWorkers() {
_284    var ctx = this;
_284
_284    return Promise.all([
_284      ctx.createWorker({
_284        name: 'Bob',
_284        phoneNumber: process.env.BOB_NUMBER,
_284        products: ['ProgrammableSMS'],
_284      }),
_284      ctx.createWorker({
_284        name: 'Alice',
_284        phoneNumber: process.env.ALICE_NUMBER,
_284        products: ['ProgrammableVoice'],
_284      })
_284    ])
_284    .then(function(workers) {
_284      var bobWorker = workers[0];
_284      var aliceWorker = workers[1];
_284      var workerInfo = {};
_284
_284      workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
_284      workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
_284
_284      return workerInfo;
_284    });
_284  }
_284
_284  function createWorkflowActivities() {
_284    var ctx = this;
_284    var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
_284
_284    return ctx.client.activities.list()
_284      .then(function(activities) {
_284        var existingActivities = map(activities, 'friendlyName');
_284
_284        var missingActivities = difference(activityNames, existingActivities);
_284
_284        var newActivities = map(missingActivities, function(friendlyName) {
_284          return ctx.client.activities
_284            .create({
_284              friendlyName: friendlyName,
_284              available: 'true'
_284            });
_284        });
_284
_284        return Promise.all(newActivities);
_284      })
_284      .then(function() {
_284        return ctx.client.activities.list();
_284      });
_284  }
_284
_284  function createWorkflowConfig() {
_284    var queues = this.queues;
_284
_284    if (!queues) {
_284      throw new Error('Queues must be initialized.');
_284    }
_284
_284    var defaultTarget = {
_284      queue: find(queues, {friendlyName: 'Default'}).sid,
_284      timeout: 30,
_284      priority: 1,
_284    };
_284
_284    var smsTarget = {
_284      queue: find(queues, {friendlyName: 'SMS'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var voiceTarget = {
_284      queue: find(queues, {friendlyName: 'Voice'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var rules = [
_284      {
_284        expression: 'selected_product=="ProgrammableSMS"',
_284        targets: [smsTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284      {
_284        expression: 'selected_product=="ProgrammableVoice"',
_284        targets: [voiceTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284    ];
_284
_284    var config = {
_284      task_routing: {
_284        filters: rules,
_284        default_filter: defaultTarget,
_284      },
_284    };
_284
_284    return JSON.stringify(config);
_284  }
_284
_284  function setup() {
_284    var ctx = this;
_284
_284    ctx.initClient();
_284
_284    return this.initWorkspace()
_284      .then(createWorkflowActivities.bind(ctx))
_284      .then(createTaskQueues.bind(ctx))
_284      .then(createWorkflow.bind(ctx))
_284      .then(function(workspaceInfo) {
_284        return ctx.createWorkers()
_284        .then(function(workerInfo) {
_284          return [workerInfo, workspaceInfo];
_284        });
_284      });
_284  }
_284
_284  function findByFriendlyName(friendlyName) {
_284    var client = this.client;
_284
_284    return client.list()
_284      .then(function (data) {
_284        return find(data, {friendlyName: friendlyName});
_284      });
_284  }
_284
_284  function deleteByFriendlyName(friendlyName) {
_284    var ctx = this;
_284
_284    return this.findByFriendlyName(friendlyName)
_284      .then(function(workspace) {
_284        if (workspace.remove) {
_284          return workspace.remove();
_284        }
_284      });
_284  }
_284
_284  function createWorkspace() {
_284    return this.client.create({
_284      friendlyName: WORKSPACE_NAME,
_284      EVENT_CALLBACKUrl: EVENT_CALLBACK,
_284    });
_284  }
_284
_284  function initWorkspace() {
_284    var ctx = this;
_284    var client = this.client;
_284
_284    return ctx.findByFriendlyName(WORKSPACE_NAME)
_284      .then(function(workspace) {
_284        var newWorkspace;
_284
_284        if (workspace) {
_284         newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
_284                   .then(createWorkspace.bind(ctx));
_284        } else {
_284         newWorkspace = ctx.createWorkspace();
_284        }
_284
_284        return newWorkspace;
_284      })
_284      .then(function(workspace) {
_284        ctx.initClient(workspace.sid);
_284
_284        return workspace;
_284      });
_284  }
_284
_284  return {
_284    createTaskQueues: createTaskQueues,
_284    createWorker: createWorker,
_284    createWorkers: createWorkers,
_284    createWorkflow: createWorkflow,
_284    createWorkflowActivities: createWorkflowActivities,
_284    createWorkflowConfig: createWorkflowConfig,
_284    createWorkspace: createWorkspace,
_284    deleteByFriendlyName: deleteByFriendlyName,
_284    findByFriendlyName: findByFriendlyName,
_284    initClient: initClient,
_284    initWorkspace: initWorkspace,
_284    setup: setup,
_284  };
_284};

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

Create a Workflow

Finally, we create the Workflow using the following parameters:

friendlyName as the name of a Workflow.
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.
taskReservationTimeout as the maximum time we want to wait until a Worker is available for handling a Task.
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.

Create a Workflow

lib/workspace.js


_284'use strict';
_284
_284var twilio = require('twilio');
_284var find = require('lodash/find');
_284var map = require('lodash/map');
_284var difference = require('lodash/difference');
_284var WORKSPACE_NAME = 'TaskRouter Node Workspace';
_284var HOST = process.env.HOST;
_284var EVENT_CALLBACK = `${HOST}/events`;
_284var ACCOUNT_SID = process.env.TWILIO_ACCOUNT_SID;
_284var AUTH_TOKEN = process.env.TWILIO_AUTH_TOKEN;
_284
_284module.exports = function() {
_284  function initClient(existingWorkspaceSid) {
_284    if (!existingWorkspaceSid) {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN).taskrouter.v1.workspaces;
_284    } else {
_284      this.client = twilio(ACCOUNT_SID, AUTH_TOKEN)
_284      .taskrouter.v1.workspaces(existingWorkspaceSid);
_284    }
_284  }
_284
_284  function createWorker(opts) {
_284    var ctx = this;
_284
_284    return this.client.activities.list({friendlyName: 'Idle'})
_284    .then(function(idleActivity) {
_284      return ctx.client.workers.create({
_284        friendlyName: opts.name,
_284        attributes: JSON.stringify({
_284          'products': opts.products,
_284          'contact_uri': opts.phoneNumber,
_284        }),
_284        activitySid: idleActivity.sid,
_284      });
_284    });
_284  }
_284
_284  function createWorkflow() {
_284    var ctx = this;
_284    var config = this.createWorkflowConfig();
_284
_284    return ctx.client.workflows
_284      .create({
_284        friendlyName: 'Sales',
_284        assignmentCallbackUrl: HOST + '/call/assignment',
_284        fallbackAssignmentCallbackUrl: HOST + '/call/assignment',
_284        taskReservationTimeout: 15,
_284        configuration: config,
_284      })
_284      .then(function(workflow) {
_284        return ctx.client.activities.list()
_284          .then(function(activities) {
_284            var idleActivity = find(activities, {friendlyName: 'Idle'});
_284            var offlineActivity = find(activities, {friendlyName: 'Offline'});
_284
_284            return {
_284              workflowSid: workflow.sid,
_284              activities: {
_284                idle: idleActivity.sid,
_284                offline: offlineActivity.sid,
_284              },
_284              workspaceSid: ctx.client._solution.sid,
_284            };
_284          });
_284      });
_284  }
_284
_284  function createTaskQueues() {
_284    var ctx = this;
_284    return this.client.activities.list()
_284      .then(function(activities) {
_284        var busyActivity = find(activities, {friendlyName: 'Busy'});
_284        var reservedActivity = find(activities, {friendlyName: 'Reserved'});
_284
_284        return Promise.all([
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'SMS',
_284            targetWorkers: 'products HAS "ProgrammableSMS"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Voice',
_284            targetWorkers: 'products HAS "ProgrammableVoice"',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284          ctx.client.taskQueues.create({
_284            friendlyName: 'Default',
_284            targetWorkers: '1==1',
_284            assignmentActivitySid: busyActivity.sid,
_284            reservationActivitySid: reservedActivity.sid,
_284          }),
_284        ])
_284        .then(function(queues) {
_284          ctx.queues = queues;
_284        });
_284      });
_284  }
_284
_284  function createWorkers() {
_284    var ctx = this;
_284
_284    return Promise.all([
_284      ctx.createWorker({
_284        name: 'Bob',
_284        phoneNumber: process.env.BOB_NUMBER,
_284        products: ['ProgrammableSMS'],
_284      }),
_284      ctx.createWorker({
_284        name: 'Alice',
_284        phoneNumber: process.env.ALICE_NUMBER,
_284        products: ['ProgrammableVoice'],
_284      })
_284    ])
_284    .then(function(workers) {
_284      var bobWorker = workers[0];
_284      var aliceWorker = workers[1];
_284      var workerInfo = {};
_284
_284      workerInfo[process.env.ALICE_NUMBER] = aliceWorker.sid;
_284      workerInfo[process.env.BOB_NUMBER] = bobWorker.sid;
_284
_284      return workerInfo;
_284    });
_284  }
_284
_284  function createWorkflowActivities() {
_284    var ctx = this;
_284    var activityNames = ['Idle', 'Busy', 'Offline', 'Reserved'];
_284
_284    return ctx.client.activities.list()
_284      .then(function(activities) {
_284        var existingActivities = map(activities, 'friendlyName');
_284
_284        var missingActivities = difference(activityNames, existingActivities);
_284
_284        var newActivities = map(missingActivities, function(friendlyName) {
_284          return ctx.client.activities
_284            .create({
_284              friendlyName: friendlyName,
_284              available: 'true'
_284            });
_284        });
_284
_284        return Promise.all(newActivities);
_284      })
_284      .then(function() {
_284        return ctx.client.activities.list();
_284      });
_284  }
_284
_284  function createWorkflowConfig() {
_284    var queues = this.queues;
_284
_284    if (!queues) {
_284      throw new Error('Queues must be initialized.');
_284    }
_284
_284    var defaultTarget = {
_284      queue: find(queues, {friendlyName: 'Default'}).sid,
_284      timeout: 30,
_284      priority: 1,
_284    };
_284
_284    var smsTarget = {
_284      queue: find(queues, {friendlyName: 'SMS'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var voiceTarget = {
_284      queue: find(queues, {friendlyName: 'Voice'}).sid,
_284      timeout: 30,
_284      priority: 5,
_284    };
_284
_284    var rules = [
_284      {
_284        expression: 'selected_product=="ProgrammableSMS"',
_284        targets: [smsTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284      {
_284        expression: 'selected_product=="ProgrammableVoice"',
_284        targets: [voiceTarget, defaultTarget],
_284        timeout: 30,
_284      },
_284    ];
_284
_284    var config = {
_284      task_routing: {
_284        filters: rules,
_284        default_filter: defaultTarget,
_284      },
_284    };
_284
_284    return JSON.stringify(config);
_284  }
_284
_284  function setup() {
_284    var ctx = this;
_284
_284    ctx.initClient();
_284
_284    return this.initWorkspace()
_284      .then(createWorkflowActivities.bind(ctx))
_284      .then(createTaskQueues.bind(ctx))
_284      .then(createWorkflow.bind(ctx))
_284      .then(function(workspaceInfo) {
_284        return ctx.createWorkers()
_284        .then(function(workerInfo) {
_284          return [workerInfo, workspaceInfo];
_284        });
_284      });
_284  }
_284
_284  function findByFriendlyName(friendlyName) {
_284    var client = this.client;
_284
_284    return client.list()
_284      .then(function (data) {
_284        return find(data, {friendlyName: friendlyName});
_284      });
_284  }
_284
_284  function deleteByFriendlyName(friendlyName) {
_284    var ctx = this;
_284
_284    return this.findByFriendlyName(friendlyName)
_284      .then(function(workspace) {
_284        if (workspace.remove) {
_284          return workspace.remove();
_284        }
_284      });
_284  }
_284
_284  function createWorkspace() {
_284    return this.client.create({
_284      friendlyName: WORKSPACE_NAME,
_284      EVENT_CALLBACKUrl: EVENT_CALLBACK,
_284    });
_284  }
_284
_284  function initWorkspace() {
_284    var ctx = this;
_284    var client = this.client;
_284
_284    return ctx.findByFriendlyName(WORKSPACE_NAME)
_284      .then(function(workspace) {
_284        var newWorkspace;
_284
_284        if (workspace) {
_284         newWorkspace = ctx.deleteByFriendlyName(WORKSPACE_NAME)
_284                   .then(createWorkspace.bind(ctx));
_284        } else {
_284         newWorkspace = ctx.createWorkspace();
_284        }
_284
_284        return newWorkspace;
_284      })
_284      .then(function(workspace) {
_284        ctx.initClient(workspace.sid);
_284
_284        return workspace;
_284      });
_284  }
_284
_284  return {
_284    createTaskQueues: createTaskQueues,
_284    createWorker: createWorker,
_284    createWorkers: createWorkers,
_284    createWorkflow: createWorkflow,
_284    createWorkflowActivities: createWorkflowActivities,
_284    createWorkflowConfig: createWorkflowConfig,
_284    createWorkspace: createWorkspace,
_284    deleteByFriendlyName: deleteByFriendlyName,
_284    findByFriendlyName: findByFriendlyName,
_284    initClient: initClient,
_284    initWorkspace: initWorkspace,
_284    setup: setup,
_284  };
_284};

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

Handle Twilio's Request

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

routes/call.js


_45'use strict';
_45
_45var express = require('express'),
_45    router = express.Router(),
_45    VoiceResponse = require('twilio/lib/twiml/VoiceResponse');
_45
_45module.exports = function (app) {
_45  // POST /call/incoming
_45  router.post('/incoming/', function (req, res) {
_45    var twimlResponse = new VoiceResponse();
_45    var gather = twimlResponse.gather({
_45      numDigits: 1,
_45      action: '/call/enqueue',
_45      method: 'POST'
_45    });
_45    gather.say('For Programmable SMS, press one. For Voice, press any other key.');
_45    res.type('text/xml');
_45    res.send(twimlResponse.toString());
_45  });
_45
_45  // POST /call/enqueue
_45  router.post('/enqueue/', function (req, res) {
_45    var pressedKey = req.body.Digits;
_45    var twimlResponse = new VoiceResponse();
_45    var selectedProduct = (pressedKey === '1') ? 'ProgrammableSMS' : 'ProgrammableVoice';
_45    var enqueue = twimlResponse.enqueueTask(
_45      {workflowSid: app.get('workspaceInfo').workflowSid}
_45    );
_45    enqueue.task({}, JSON.stringify({selected_product: selectedProduct}));
_45
_45    res.type('text/xml');
_45    res.send(twimlResponse.toString());
_45  });
_45
_45  // POST /call/assignment
_45  router.post('/assignment/', function (req, res) {
_45    res.type('application/json');
_45    res.send({
_45      instruction: "dequeue",
_45      post_work_activity_sid: app.get('workspaceInfo').activities.idle
_45    });
_45  });
_45
_45  return router;
_45};

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

Create a 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.

Create a Task

routes/call.js


_45'use strict';
_45
_45var express = require('express'),
_45    router = express.Router(),
_45    VoiceResponse = require('twilio/lib/twiml/VoiceResponse');
_45
_45module.exports = function (app) {
_45  // POST /call/incoming
_45  router.post('/incoming/', function (req, res) {
_45    var twimlResponse = new VoiceResponse();
_45    var gather = twimlResponse.gather({
_45      numDigits: 1,
_45      action: '/call/enqueue',
_45      method: 'POST'
_45    });
_45    gather.say('For Programmable SMS, press one. For Voice, press any other key.');
_45    res.type('text/xml');
_45    res.send(twimlResponse.toString());
_45  });
_45
_45  // POST /call/enqueue
_45  router.post('/enqueue/', function (req, res) {
_45    var pressedKey = req.body.Digits;
_45    var twimlResponse = new VoiceResponse();
_45    var selectedProduct = (pressedKey === '1') ? 'ProgrammableSMS' : 'ProgrammableVoice';
_45    var enqueue = twimlResponse.enqueueTask(
_45      {workflowSid: app.get('workspaceInfo').workflowSid}
_45    );
_45    enqueue.task({}, JSON.stringify({selected_product: selectedProduct}));
_45
_45    res.type('text/xml');
_45    res.send(twimlResponse.toString());
_45  });
_45
_45  // POST /call/assignment
_45  router.post('/assignment/', function (req, res) {
_45    res.type('application/json');
_45    res.send({
_45      instruction: "dequeue",
_45      post_work_activity_sid: app.get('workspaceInfo').activities.idle
_45    });
_45  });
_45
_45  return router;
_45};

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

Assign a Worker

When TaskRouter selects a Worker, it does the following:

The Task's Assignment Status is set to 'reserved'.
A Reservation instance is generated, linking the Task to the selected Worker.
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.

Assign a Worker

routes/call.js


_45'use strict';
_45
_45var express = require('express'),
_45    router = express.Router(),
_45    VoiceResponse = require('twilio/lib/twiml/VoiceResponse');
_45
_45module.exports = function (app) {
_45  // POST /call/incoming
_45  router.post('/incoming/', function (req, res) {
_45    var twimlResponse = new VoiceResponse();
_45    var gather = twimlResponse.gather({
_45      numDigits: 1,
_45      action: '/call/enqueue',
_45      method: 'POST'
_45    });
_45    gather.say('For Programmable SMS, press one. For Voice, press any other key.');
_45    res.type('text/xml');
_45    res.send(twimlResponse.toString());
_45  });
_45
_45  // POST /call/enqueue
_45  router.post('/enqueue/', function (req, res) {
_45    var pressedKey = req.body.Digits;
_45    var twimlResponse = new VoiceResponse();
_45    var selectedProduct = (pressedKey === '1') ? 'ProgrammableSMS' : 'ProgrammableVoice';
_45    var enqueue = twimlResponse.enqueueTask(
_45      {workflowSid: app.get('workspaceInfo').workflowSid}
_45    );
_45    enqueue.task({}, JSON.stringify({selected_product: selectedProduct}));
_45
_45    res.type('text/xml');
_45    res.send(twimlResponse.toString());
_45  });
_45
_45  // POST /call/assignment
_45  router.post('/assignment/', function (req, res) {
_45    res.type('application/json');
_45    res.send({
_45      instruction: "dequeue",
_45      post_work_activity_sid: app.get('workspaceInfo').activities.idle
_45    });
_45  });
_45
_45  return router;
_45};

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

Collect Missed Calls

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.

Collect Missed Calls

routes/events.js


_71'use strict';
_71
_71var express = require('express'),
_71  MissedCall = require('../models/missed-call'),
_71  util = require('util'),
_71  querystring = require('querystring'),
_71  router = express.Router(),
_71  Q = require('q');
_71
_71// POST /events
_71router.post('/', function (req, res) {
_71  var eventType = req.body.EventType;
_71  var taskAttributes = (req.body.TaskAttributes)? JSON.parse(req.body.TaskAttributes) : {};
_71
_71  function saveMissedCall(){
_71    return MissedCall.create({
_71      selectedProduct: taskAttributes.selected_product,
_71      phoneNumber: taskAttributes.from
_71    });
_71  }
_71
_71  var eventHandler = {
_71    'task.canceled': saveMissedCall,
_71    'workflow.timeout': function() {
_71      return saveMissedCall().then(voicemail(taskAttributes.call_sid));
_71    },
_71    'worker.activity.update': function(){
_71      var workerAttributes = JSON.parse(req.body.WorkerAttributes);
_71      if (req.body.WorkerActivityName === 'Offline') {
_71        notifyOfflineStatus(workerAttributes.contact_uri);
_71      }
_71      return Q.resolve({});
_71    },
_71    'default': function() { return Q.resolve({}); }
_71  };
_71
_71  (eventHandler[eventType] || eventHandler['default'])().then(function () {
_71    res.json({});
_71  });
_71});
_71
_71function voicemail (callSid){
_71  var client = buildClient(),
_71      query = querystring.stringify({
_71        Message: 'Sorry, All agents are busy. Please leave a message. We\'ll call you as soon as possible',
_71        Email: process.env.MISSED_CALLS_EMAIL_ADDRESS}),
_71      voicemailUrl = util.format("http://twimlets.com/voicemail?%s", query);
_71
_71  client.calls(callSid).update({
_71    method: 'POST',
_71    url: voicemailUrl
_71  });
_71}
_71
_71function notifyOfflineStatus(phone_number) {
_71  var client = buildClient(),
_71      message = 'Your status has changed to Offline. Reply with "On" to get back Online';
_71  client.sendMessage({
_71    to: phone_number,
_71    from: process.env.TWILIO_NUMBER,
_71    body: message
_71  });
_71}
_71
_71function buildClient() {
_71  var accountSid = process.env.TWILIO_ACCOUNT_SID,
_71      authToken = process.env.TWILIO_AUTH_TOKEN;
_71  return require('twilio')(accountSid, authToken);
_71}
_71
_71module.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

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

routes/sms.js


_27'use strict';
_27
_27var express = require('express'),
_27    router = express.Router(),
_27    twimlGenerator = require('../lib/twiml-generator');
_27
_27module.exports = function (app) {
_27  // POST /sms/incoming
_27  router.post('/incoming/', function (req, res) {
_27    var targetActivity = (req.body.Body.toLowerCase() === "on")? "idle":"offline";
_27    var activitySid = app.get('workspaceInfo').activities[targetActivity];
_27    changeWorkerActivitySid(req.body.From, activitySid);
_27    res.type('text/xml');
_27    res.send(twimlGenerator.generateConfirmMessage(targetActivity));
_27  });
_27
_27  function changeWorkerActivitySid(workerNumber, activitySid){
_27    var accountSid = process.env.TWILIO_ACCOUNT_SID,
_27        authToken = process.env.TWILIO_AUTH_TOKEN,
_27        workspaceSid = app.get('workspaceInfo').workspaceSid,
_27        workerSid = app.get('workerInfo')[workerNumber],
_27        twilio = require('twilio'),
_27        client = new twilio.TaskRouterClient(accountSid, authToken, workspaceSid);
_27    client.workspace.workers(workerSid).update({activitySid: activitySid});
_27  }
_27  return router;
_27};

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

Where to Next?

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

Warm-Transfer

Have you ever been disconnected from a support call while being transferred to another support agent? Warm transfer eliminates this problem. Using Twilio powered warm transfers your agents will have the ability to conference in another agent in realtime.

Automated-Survey

Instantly collect structured data from your users with a survey conducted over a call or SMS text messages.

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