In the previous step we created a Task from an incoming phone call using <Enqueue workflowSid="WW0123401234..">
. In this step we will create another call and dequeue it to an eligible Worker when one becomes available.
Back in Part 1 of the Quickstart we created a Worker named Alice that is capable of handling both English and Spanish inquiries. With your Workspace open in the TaskRouter web portal, click 'Workers' and click to edit the details of our Worker Alice. Ensure that Alice is set to a non-available Activity state such as 'Offline'. Next, edit Alice's JSON attributes and add a "contact_uri" field. Replace the dummy 555 number below with your own phone number.
Alice's modified JSON attributes:
_10{"languages": ["en", "es"], "contact_uri": "+15555555555"}
Ensure you use the E.164 format for the contact_uri
.
Or, as displayed in the web portal:
In this step, we again use <Enqueue>
to create a Task from an incoming phone call. When an eligible Worker (in this case Alice) becomes available, TaskRouter will make a request to our Assignment Callback URL. This time, we will respond with a special 'dequeue' instruction; this tells Twilio to call Alice at her 'contact_uri' and bridge to the caller.
For this part of the Quickstart, although not totally necessary it will be useful to have two phones available - one to call your Twilio number, and one to receive a call as Alice. Experienced Twilio users might consider using Twilio Client as one of the endpoints.
Before we add the 'dequeue' assignment instruction we need to create a new Activity in our TaskRouter Workspace. One of the nice things about integrating TaskRouter with TwiML is that our Worker will automatically transition through various Activities as the call is assigned, answered and even hung up. We need an Activity for our Worker to transition to when the call ends.
With your Workspace open in the TaskRouter web portal, click 'Activities' and then 'Create Activity'. Give the new Activity a name of 'WrapUp' and a value of 'unavailable'. Once you've saved it, make a note of the Activity Sid:
To return the 'dequeue' assignment instruction, modify TwilioTaskRouterServlet
assignment_callback endpoint to now issue a dequeue instruction, substituting your new WrapUp ActivitySid between the curly braces:
_115import java.io.IOException;_115import java.util.HashMap;_115import java.util.Map;_115_115import javax.servlet.http.HttpServlet;_115import javax.servlet.http.HttpServletRequest;_115import javax.servlet.http.HttpServletResponse;_115_115import org.json.simple.JSONObject;_115_115import com.twilio.Twilio;_115import com.twilio.rest.taskrouter.v1.workspace.Task;_115import com.twilio.rest.taskrouter.v1.workspace.task.Reservation;_115import com.twilio.twiml.*;_115_115public class TwilioTaskRouterServlet extends HttpServlet {_115_115 private String accountSid;_115 private String authToken;_115 private String workspaceSid;_115 private String workflowSid;_115_115 @Override_115 public void init() {_115 accountSid = this.getServletConfig().getInitParameter("AccountSid");_115 authToken = this.getServletConfig().getInitParameter("AuthToken");_115 workspaceSid = this.getServletConfig().getInitParameter("WorkspaceSid");_115 workflowSid = this.getServletConfig().getInitParameter("WorkflowSid");_115_115 Twilio.init(accountSid, authToken);_115 }_115_115 // service() responds to both GET and POST requests._115 // You can also use doGet() or doPost()_115 @Override_115 public void service(final HttpServletRequest request, final HttpServletResponse response)_115 throws IOException {_115 if (request.getPathInfo() == null || request.getPathInfo().isEmpty()) {_115 return;_115 }_115_115 if (request.getPathInfo().equals("/assignment_callback")) {_115 response.setContentType("application/json");_115_115 Map<String, String> dequeueInstruction = new HashMap<String, String>();_115 dequeueInstruction.put("instruction", "dequeue");_115 dequeueInstruction.put("from", "<caller_number>");_115 dequeueInstruction.put("post_work_activity_sid", "WA0123401234...");_115_115 response.getWriter().print(JSONObject.toJSONString(dequeueInstruction));_115 } else if (request.getPathInfo().equals("/create_task")) {_115 response.setContentType("application/json");_115 response.getWriter().print(createTask());_115 } else if (request.getPathInfo().equals("/accept_reservation")) {_115 response.setContentType("application/json");_115 String taskSid = request.getParameter("TaskSid");_115 String reservationSid = request.getParameter("ReservationSid");_115 response.getWriter().print(acceptReservation(taskSid, reservationSid));_115 } else if (request.getPathInfo().equals("/incoming_call")) {_115 response.setContentType("application/xml");_115 response.getWriter().print(handleIncomingCall());_115 } else if (request.getPathInfo().equals("/enqueue_call")) {_115 response.setContentType("application/xml");_115 response.getWriter().print(enqueueTask());_115 }_115 }_115_115 public String createTask() {_115 String attributes = "{\"selected_language\":\"es\"}";_115_115 Task task = Task.creator(workspaceSid, attributes, workflowSid).create();_115_115 return "{\"task_sid\":\"" + task.getSid() + "\"}";_115 }_115_115 public String acceptReservation(final String taskSid, final String reservationSid) {_115 Reservation reservation = Reservation.updater(workspaceSid, taskSid, reservationSid)_115 .setReservationStatus(Reservation.Status.ACCEPTED).update();_115_115 return "{\"worker_name\":\"" + reservation.getWorkerName() + "\"}";_115 }_115_115 public String handleIncomingCall() {_115 VoiceResponse twiml =_115 new VoiceResponse.Builder()_115 .gather(new Gather.Builder()_115 .say(new Say.Builder("Para Español oprime el uno.").language(Say.Language.ES)_115 .build())_115 .say(new Say.Builder("For English, please hold or press two.")_115 .language(Say.Language.EN).build())_115 .numDigits(1).timeout(5).build())_115 .build();_115_115 try {_115 return twiml.toXml();_115 } catch (TwiMLException e) {_115 return "Error creating TwiML: " + e.getMessage();_115 }_115 }_115_115 public String enqueueTask() {_115 com.twilio.twiml.Task task =_115 new com.twilio.twiml.Task.Builder().data("{\"selected_language\":\"es\"}").build();_115_115 EnqueueTask enqueue = new EnqueueTask.Builder(task).workflowSid(workflowSid).build();_115_115 VoiceResponse twiml = new VoiceResponse.Builder().enqueue(enqueue).build();_115_115 try {_115 return twiml.toXml();_115 } catch (TwiMLException e) {_115 return "Error creating TwiML: " + e.getMessage();_115 }_115 }_115}
This returns a very simple JSON object from the Assignment Callback URL:
_10{"instruction":"dequeue", "from": "<caller_number>", "post_work_activity_sid": "WA01234012340123401234"}
The JSON instructs Twilio to dequeue the waiting call and, because we don't include an explicit "to" field in our JSON, connect it to our Worker at their "contact_uri". This is convenient default behavior provided by TaskRouter.
In the next step, we test our incoming call flow from end-to-end.