Skip to contentSkip to navigationSkip to topbar
Twilio Docs
On this page

Dynamic Call Center with Java and Servlets

In this tutorial we will show how to automate the routing of calls from customers to your support agents. Customers will be able to select a product and wait while TaskRouter tries to contact a product specialist for the best support experience. If no one is available, our application will save the customer's number and selected product so an agent can call them back later on.

This is what the application does at a high level

this-is-what-the-application-does-at-a-high-level page anchor
  1. Configure a workspace using the Twilio TaskRouter REST API.
  2. Listen for incoming calls and let the user select a product with the dial pad.
  3. Create a Task with the selected product and let TaskRouter handle it.
  4. Store missed calls so agents can return the call to customers.

Configure the Workspace

configure-the-workspace page anchor

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.

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, e.g. Idle, Offline, Busy.

Configuring the Workspace

configuring-the-workspace page anchor

/src/main/resources/workspace.json

1
{

2
  "name": "Twilio Workspace",

3
  "event_callback": "%(host)s/events",

4
  "workers": [

5
    {

6
      "name": "Bob",

7
      "attributes": {

8
        "products": [

9
          "ProgrammableSMS"

10
        ],

11
        "contact_uri": "%(bob_number)s"

12
      }

13
    },

14
    {

15
      "name": "Alice",

16
      "attributes": {

17
        "products": [

18
          "ProgrammableVoice"

19
        ],

20
        "contact_uri": "%(alice_number)s"

21
      }

22
    }

23
  ],

24
  "activities": [

25
    {

26
      "name": "Offline",

27
      "availability": "false"

28
    },

29
    {

30
      "name": "Idle",

31
      "availability": "true"

32
    },

33
    {

34
      "name": "Busy",

35
      "availability": "false"

36
    },

37
    {

38
      "name": "Reserved",

39
      "availability": "false"

40
    }

41
  ],

42
  "task_queues": [

43
    {

44
      "name": "Default",

45
      "targetWorkers": "1==1"

46
    },

47
    {

48
      "name": "SMS",

49
      "targetWorkers": "products HAS \"ProgrammableSMS\""

50
    },

51
    {

52
      "name": "Voice",

53
      "targetWorkers": "products HAS \"ProgrammableVoice\""

54
    }

55
  ],

56
  "workflow": {

57
    "name": "Sales",

58
    "callback": "%(host)s/assignment",

59
    "timeout": "15",

60
    "routingConfiguration": [

61
      {

62
        "expression": "selected_product==\"ProgrammableSMS\"",

63
        "targetTaskQueue": "SMS"

64
      },

65
      {

66
        "expression": "selected_product==\"ProgrammableVoice\"",

67
        "targetTaskQueue": "Voice"

68
      }

69
    ]

70
  }

71
}

In order to build a client for this API, we need as system variables a TWILIO_ACCOUNT_SID and TWILIO_AUTH_TOKEN which you can find on Twilio Console. The class TwilioAppSettings creates a TwilioTaskRouterClient, which is provided by the Twilio Java library(link takes you to an external page). This client is used by WorkspaceFacade which encapsulates all logic related to the Workspace class.

Let's take a look at a Gradle task that will handle the Workspace setup for us.

The CreateWorkspace Gradle Task

the-createworkspace-gradle-task page anchor

In this application the Gradle task(link takes you to an external page) createWorkspace is used to orchestrate calls to our WorkspaceFacade class in order to handle a Workspace. CreateWorkspaceTask is the java main class behind the Gradle task. It uses data provided by workspace.json and expects 3 arguments in the following order:

  1. hostname - A public URL to which Twilio can send requests. This can be either a cloud service or ngrok(link takes you to an external page), which can expose a local application to the internet.
  2. bobPhone - The telephone number of Bob, the Programmable SMS specialist.
  3. alicePhone - Same for Alice, the Programmable Voice specialist.

The function createWorkspaceConfig is used to load the configuration of the workspace from workspace.json.

CreateWorkspace Gradle Task

createworkspace-gradle-task page anchor

src/main/java/com/twilio/taskrouter/application/CreateWorkspaceTask.java

1
package com.twilio.taskrouter.application;

2


3
import com.google.inject.Guice;

4
import com.google.inject.Injector;

5
import com.twilio.rest.taskrouter.v1.workspace.Activity;

6
import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;

7
import com.twilio.rest.taskrouter.v1.workspace.Workflow;

8
import com.twilio.taskrouter.WorkflowRule;

9
import com.twilio.taskrouter.WorkflowRuleTarget;

10
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

11
import com.twilio.taskrouter.domain.common.Utils;

12
import com.twilio.taskrouter.domain.error.TaskRouterException;

13
import com.twilio.taskrouter.domain.model.WorkspaceFacade;

14
import org.apache.commons.lang3.StringUtils;

15
import org.apache.commons.lang3.text.StrSubstitutor;

16


17
import javax.json.Json;

18
import javax.json.JsonArray;

19
import javax.json.JsonObject;

20
import javax.json.JsonReader;

21
import java.io.File;

22
import java.io.IOException;

23
import java.io.StringReader;

24
import java.net.URISyntaxException;

25
import java.net.URL;

26
import java.util.Arrays;

27
import java.util.HashMap;

28
import java.util.List;

29
import java.util.Map;

30
import java.util.Optional;

31
import java.util.Properties;

32
import java.util.logging.Logger;

33
import java.util.stream.Collectors;

34


35
import static java.lang.System.exit;

36


37
//import org.apache.commons.lang3.StringUtils;

38
//import org.apache.commons.lang3.text.StrSubstitutor;

39


40
/**

41
 * Creates a workspace

42
 */

43
class CreateWorkspaceTask {

44


45
  private static final Logger LOG = Logger.getLogger(CreateWorkspaceTask.class.getName());

46


47
  public static void main(String[] args) {

48


49
    System.out.println("Creating workspace...");

50
    if (args.length < 3) {

51
      System.out.println("You must specify 3 parameters:");

52
      System.out.println("- Server hostname. E.g, <hash>.ngrok.com");

53
      System.out.println("- Phone of the first agent (Bob)");

54
      System.out.println("- Phone of the secondary agent (Alice)");

55
      exit(1);

56
    }

57


58
    String hostname = args[0];

59
    String bobPhone = args[1];

60
    String alicePhone = args[2];

61
    System.out.println(String.format("Server: %s\nBob phone: %s\nAlice phone: %s\n",

62
      hostname, bobPhone, alicePhone));

63


64
    //Get the configuration

65
    JsonObject workspaceConfig = createWorkspaceConfig(args);

66


67
    //Get or Create the Workspace

68
    Injector injector = Guice.createInjector();

69
    final TwilioAppSettings twilioSettings = injector.getInstance(TwilioAppSettings.class);

70


71
    String workspaceName = workspaceConfig.getString("name");

72
    Map<String, String> workspaceParams = new HashMap<>();

73
    workspaceParams.put("FriendlyName", workspaceName);

74
    workspaceParams.put("EventCallbackUrl", workspaceConfig.getString("event_callback"));

75


76
    try {

77
      WorkspaceFacade workspaceFacade = WorkspaceFacade

78
        .create(twilioSettings.getTwilioRestClient(), workspaceParams);

79


80
      addWorkersToWorkspace(workspaceFacade, workspaceConfig);

81
      addTaskQueuesToWorkspace(workspaceFacade, workspaceConfig);

82
      Workflow workflow = addWorkflowToWorkspace(workspaceFacade, workspaceConfig);

83


84
      printSuccessAndExportVariables(workspaceFacade, workflow, twilioSettings);

85
    } catch (TaskRouterException e) {

86
      LOG.severe(e.getMessage());

87
      exit(1);

88
    }

89
  }

90


91
  public static void addWorkersToWorkspace(WorkspaceFacade workspaceFacade,

92
                                           JsonObject workspaceJsonConfig) {

93
    JsonArray workersJson = workspaceJsonConfig.getJsonArray("workers");

94
    Activity idleActivity = workspaceFacade.getIdleActivity();

95


96
    workersJson.getValuesAs(JsonObject.class).forEach(workerJson -> {

97
      Map<String, String> workerParams = new HashMap<>();

98
      workerParams.put("FriendlyName", workerJson.getString("name"));

99
      workerParams.put("ActivitySid", idleActivity.getSid());

100
      workerParams.put("Attributes", workerJson.getJsonObject("attributes").toString());

101


102
      try {

103
        workspaceFacade.addWorker(workerParams);

104
      } catch (TaskRouterException e) {

105
        LOG.warning(e.getMessage());

106
      }

107
    });

108
  }

109


110
  public static void addTaskQueuesToWorkspace(WorkspaceFacade workspaceFacade,

111
                                              JsonObject workspaceJsonConfig) {

112
    JsonArray taskQueuesJson = workspaceJsonConfig.getJsonArray("task_queues");

113
    Activity reservationActivity = workspaceFacade.findActivityByName("Reserved").orElseThrow(() ->

114
      new TaskRouterException("The activity for reservations 'Reserved' was not found. "

115
        + "TaskQueues cannot be added."));

116
    Activity assignmentActivity = workspaceFacade.findActivityByName("Busy").orElseThrow(() ->

117
      new TaskRouterException("The activity for assignments 'Busy' was not found. "

118
        + "TaskQueues cannot be added."));

119
    taskQueuesJson.getValuesAs(JsonObject.class).forEach(taskQueueJson -> {

120
      Map<String, String> taskQueueParams = new HashMap<>();

121
      taskQueueParams.put("FriendlyName", taskQueueJson.getString("name"));

122
      taskQueueParams.put("TargetWorkers", taskQueueJson.getString("targetWorkers"));

123
      taskQueueParams.put("ReservationActivitySid", reservationActivity.getSid());

124
      taskQueueParams.put("AssignmentActivitySid", assignmentActivity.getSid());

125


126
      try {

127
        workspaceFacade.addTaskQueue(taskQueueParams);

128
      } catch (TaskRouterException e) {

129
        LOG.warning(e.getMessage());

130
      }

131
    });

132
  }

133


134
  public static Workflow addWorkflowToWorkspace(WorkspaceFacade workspaceFacade,

135
                                                JsonObject workspaceConfig) {

136
    JsonObject workflowJson = workspaceConfig.getJsonObject("workflow");

137
    String workflowName = workflowJson.getString("name");

138
    return workspaceFacade.findWorkflowByName(workflowName)

139
      .orElseGet(() -> {

140
        Map<String, String> workflowParams = new HashMap<>();

141
        workflowParams.put("FriendlyName", workflowName);

142
        workflowParams.put("AssignmentCallbackUrl", workflowJson.getString("callback"));

143
        workflowParams.put("FallbackAssignmentCallbackUrl", workflowJson.getString("callback"));

144
        workflowParams.put("TaskReservationTimeout", workflowJson.getString("timeout"));

145


146
        String workflowConfigJson = createWorkFlowJsonConfig(workspaceFacade, workflowJson);

147
        workflowParams.put("Configuration", workflowConfigJson);

148


149
        return workspaceFacade.addWorkflow(workflowParams);

150
      });

151
  }

152


153
  public static void printSuccessAndExportVariables(WorkspaceFacade workspaceFacade,

154
                                                    Workflow workflow,

155
                                                    TwilioAppSettings twilioSettings) {

156
    Activity idleActivity = workspaceFacade.getIdleActivity();

157


158
    Properties workspaceParams = new Properties();

159
    workspaceParams.put("account.sid", twilioSettings.getTwilioAccountSid());

160
    workspaceParams.put("auth.token", twilioSettings.getTwilioAuthToken());

161
    workspaceParams.put("workspace.sid", workspaceFacade.getSid());

162
    workspaceParams.put("workflow.sid", workflow.getSid());

163
    workspaceParams.put("postWorkActivity.sid", idleActivity.getSid());

164
    workspaceParams.put("email", twilioSettings.getEmail());

165
    workspaceParams.put("phoneNumber", twilioSettings.getPhoneNumber().toString());

166


167
    File workspacePropertiesFile = new File(TwilioAppSettings.WORKSPACE_PROPERTIES_FILE_PATH);

168


169
    try {

170
      Utils.saveProperties(workspaceParams,

171
        workspacePropertiesFile,

172
        "Properties for last created Twilio TaskRouter workspace");

173
    } catch (IOException e) {

174
      LOG.severe("Could not save workspace.properties with current configuration");

175
      exit(1);

176
    }

177


178
    String successMsg = String.format("Workspace '%s' was created successfully.",

179
      workspaceFacade.getFriendlyName());

180
    final int lineLength = successMsg.length() + 2;

181


182
    System.out.println(StringUtils.repeat("#", lineLength));

183
    System.out.println(String.format(" %s ", successMsg));

184
    System.out.println(StringUtils.repeat("#", lineLength));

185
    System.out.println("The following variables were registered:");

186
    System.out.println("\n");

187
    workspaceParams.entrySet().stream().forEach(propertyEntry -> {

188
      System.out.println(String.format("%s=%s", propertyEntry.getKey(), propertyEntry.getValue()));

189
    });

190
    System.out.println("\n");

191
    System.out.println(StringUtils.repeat("#", lineLength));

192
  }

193


194
  public static JsonObject createWorkspaceConfig(String[] args) {

195
    final String configFileName = "workspace.json";

196


197
    Optional<URL> url =

198
      Optional.ofNullable(CreateWorkspaceTask.class.getResource(File.separator + configFileName));

199
    return url.map(u -> {

200
      try {

201
        File workspaceConfigJsonFile = new File(u.toURI());

202
        String jsonContent = Utils.readFileContent(workspaceConfigJsonFile);

203
        String parsedContent = parseWorkspaceJsonContent(jsonContent, args);

204


205
        try (JsonReader jsonReader = Json.createReader(new StringReader(parsedContent))) {

206
          return jsonReader.readObject();

207
        }

208
      } catch (URISyntaxException e) {

209
        throw new TaskRouterException(String.format("Wrong uri to find %s: %s",

210
          configFileName, e.getMessage()));

211
      } catch (IOException e) {

212
        throw new TaskRouterException(String.format("Error while reading %s: %s",

213
          configFileName, e.getMessage()));

214
      }

215
    }).orElseThrow(

216
      () -> new TaskRouterException("There's no valid configuration in " + configFileName));

217
  }

218


219
  private static String parseWorkspaceJsonContent(final String unparsedContent,

220
                                                  final String... args) {

221
    Map<String, String> values = new HashMap<>();

222
    values.put("host", args[0]);

223
    values.put("bob_number", args[1]);

224
    values.put("alice_number", args[2]);

225


226
    StrSubstitutor strSubstitutor = new StrSubstitutor(values, "%(", ")s");

227
    return strSubstitutor.replace(unparsedContent);

228
  }

229


230
  public static String createWorkFlowJsonConfig(WorkspaceFacade workspaceFacade,

231
                                                JsonObject workflowJson) {

232
    try {

233
      JsonArray routingConfigRules = workflowJson.getJsonArray("routingConfiguration");

234
      TaskQueue defaultQueue = workspaceFacade.findTaskQueueByName("Default")

235
        .orElseThrow(() -> new TaskRouterException("Default queue not found"));

236
      WorkflowRuleTarget defaultRuleTarget = new WorkflowRuleTarget.Builder(defaultQueue.getSid())

237
        .expression("1=1")

238
        .priority(1)

239
        .timeout(30)

240
        .build();

241


242
      List<WorkflowRule> rules = routingConfigRules.getValuesAs(JsonObject.class).stream()

243
        .map(ruleJson -> {

244
          String ruleQueueName = ruleJson.getString("targetTaskQueue");

245
          TaskQueue ruleQueue = workspaceFacade.findTaskQueueByName(ruleQueueName).orElseThrow(

246
            () -> new TaskRouterException(String.format("%s queue not found", ruleQueueName)));

247


248
          WorkflowRuleTarget queueRuleTarget = new WorkflowRuleTarget.Builder(ruleQueue.getSid())

249
            .priority(5)

250
            .timeout(30)

251
            .build();

252


253
          List<WorkflowRuleTarget> ruleTargets = Arrays.asList(queueRuleTarget, defaultRuleTarget);

254


255
          return new WorkflowRule.Builder(ruleJson.getString("expression"), ruleTargets).build();

256
        }).collect(Collectors.toList());

257


258
      com.twilio.taskrouter.Workflow config;

259
      config = new com.twilio.taskrouter.Workflow(rules, defaultRuleTarget);

260
      return config.toJson();

261
    } catch (Exception ex) {

262
      throw new TaskRouterException("Error while creating workflow json configuration", ex);

263
    }

264
  }

265
}

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

Create a Workspace

create-a-workspace page anchor

Before creating a workspace, we need to delete any others with the same FriendlyName as identifier. In order to create a workspace we need to provide a FriendlyName, and a EventCallbackUrl which contains an URL to be called every time an event is triggered in the workspace.

Create Workspace

create-workspace page anchor

src/main/java/com/twilio/taskrouter/domain/model/WorkspaceFacade.java

1
package com.twilio.taskrouter.domain.model;

2


3
import com.fasterxml.jackson.databind.ObjectMapper;

4
import com.twilio.base.ResourceSet;

5
import com.twilio.http.TwilioRestClient;

6
import com.twilio.rest.taskrouter.v1.Workspace;

7
import com.twilio.rest.taskrouter.v1.WorkspaceCreator;

8
import com.twilio.rest.taskrouter.v1.WorkspaceDeleter;

9
import com.twilio.rest.taskrouter.v1.WorkspaceFetcher;

10
import com.twilio.rest.taskrouter.v1.WorkspaceReader;

11
import com.twilio.rest.taskrouter.v1.workspace.Activity;

12
import com.twilio.rest.taskrouter.v1.workspace.ActivityReader;

13
import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;

14
import com.twilio.rest.taskrouter.v1.workspace.TaskQueueCreator;

15
import com.twilio.rest.taskrouter.v1.workspace.TaskQueueReader;

16
import com.twilio.rest.taskrouter.v1.workspace.Worker;

17
import com.twilio.rest.taskrouter.v1.workspace.WorkerCreator;

18
import com.twilio.rest.taskrouter.v1.workspace.WorkerReader;

19
import com.twilio.rest.taskrouter.v1.workspace.WorkerUpdater;

20
import com.twilio.rest.taskrouter.v1.workspace.Workflow;

21
import com.twilio.rest.taskrouter.v1.workspace.WorkflowCreator;

22
import com.twilio.rest.taskrouter.v1.workspace.WorkflowReader;

23
import com.twilio.taskrouter.domain.error.TaskRouterException;

24


25
import java.io.IOException;

26
import java.util.HashMap;

27
import java.util.Map;

28
import java.util.Optional;

29
import java.util.stream.StreamSupport;

30


31
public class WorkspaceFacade {

32


33
  private final TwilioRestClient client;

34


35
  private final Workspace workspace;

36


37
  private Activity idleActivity;

38


39
  private Map<String, Worker> phoneToWorker;

40


41
  public WorkspaceFacade(TwilioRestClient client, Workspace workspace) {

42
    this.client = client;

43
    this.workspace = workspace;

44
  }

45


46
  public static WorkspaceFacade create(TwilioRestClient client,

47
                                       Map<String, String> params) {

48
    String workspaceName = params.get("FriendlyName");

49
    String eventCallbackUrl = params.get("EventCallbackUrl");

50


51
    ResourceSet<Workspace> execute = new WorkspaceReader()

52
      .setFriendlyName(workspaceName)

53
      .read(client);

54
    StreamSupport.stream(execute.spliterator(), false)

55
      .findFirst()

56
      .ifPresent(workspace -> new WorkspaceDeleter(workspace.getSid()).delete(client));

57


58
    Workspace workspace = new WorkspaceCreator(workspaceName)

59
      .setEventCallbackUrl(eventCallbackUrl)

60
      .create(client);

61


62
    return new WorkspaceFacade(client, workspace);

63
  }

64


65
  public static Optional<WorkspaceFacade> findBySid(String workspaceSid,

66
                                                    TwilioRestClient client) {

67
    Workspace workspace = new WorkspaceFetcher(workspaceSid).fetch(client);

68
    return Optional.of(new WorkspaceFacade(client, workspace));

69
  }

70


71
  public String getFriendlyName() {

72
    return workspace.getFriendlyName();

73
  }

74


75
  public String getSid() {

76
    return workspace.getSid();

77
  }

78


79
  public Worker addWorker(Map<String, String> workerParams) {

80
    return new WorkerCreator(workspace.getSid(), workerParams.get("FriendlyName"))

81
      .setActivitySid(workerParams.get("ActivitySid"))

82
      .setAttributes(workerParams.get("Attributes"))

83
      .create(client);

84
  }

85


86
  public void addTaskQueue(Map<String, String> taskQueueParams) {

87
    new TaskQueueCreator(this.workspace.getSid(),

88
      taskQueueParams.get("FriendlyName"),

89
      taskQueueParams.get("ReservationActivitySid"),

90
      taskQueueParams.get("AssignmentActivitySid"))

91
      .create(client);

92
  }

93


94
  public Workflow addWorkflow(Map<String, String> workflowParams) {

95
    return new WorkflowCreator(workspace.getSid(),

96
      workflowParams.get("FriendlyName"),

97
      workflowParams.get("Configuration"))

98
      .setAssignmentCallbackUrl(workflowParams.get("AssignmentCallbackUrl"))

99
      .setFallbackAssignmentCallbackUrl(workflowParams.get("FallbackAssignmentCallbackUrl"))

100
      .setTaskReservationTimeout(Integer.valueOf(workflowParams.get("TaskReservationTimeout")))

101
      .create(client);

102
  }

103


104
  public Optional<Activity> findActivityByName(String activityName) {

105
    return StreamSupport.stream(new ActivityReader(this.workspace.getSid())

106
      .setFriendlyName(activityName)

107
      .read(client).spliterator(), false

108
    ).findFirst();

109
  }

110


111
  public Optional<TaskQueue> findTaskQueueByName(String queueName) {

112
    return StreamSupport.stream(new TaskQueueReader(this.workspace.getSid())

113
      .setFriendlyName(queueName)

114
      .read(client).spliterator(), false

115
    ).findFirst();

116
  }

117


118
  public Optional<Workflow> findWorkflowByName(String workflowName) {

119
    return StreamSupport.stream(new WorkflowReader(this.workspace.getSid())

120
      .setFriendlyName(workflowName)

121
      .read(client).spliterator(), false

122
    ).findFirst();

123
  }

124


125
  public Optional<Worker> findWorkerByPhone(String workerPhone) {

126
    return Optional.ofNullable(getPhoneToWorker().get(workerPhone));

127
  }

128


129
  public Map<String, Worker> getPhoneToWorker() {

130
    if (phoneToWorker == null) {

131
      phoneToWorker = new HashMap<>();

132
      StreamSupport.stream(

133
        new WorkerReader(this.workspace.getSid()).read(client).spliterator(), false

134
      ).forEach(worker -> {

135
        try {

136
          HashMap<String, Object> attributes = new ObjectMapper()

137
            .readValue(worker.getAttributes(), HashMap.class);

138
          phoneToWorker.put(attributes.get("contact_uri").toString(), worker);

139
        } catch (IOException e) {

140
          throw new TaskRouterException(

141
            String.format("'%s' has a malformed json attributes", worker.getFriendlyName()));

142
        }

143
      });

144
    }

145
    return phoneToWorker;

146
  }

147


148
  public Activity getIdleActivity() {

149
    if (idleActivity == null) {

150
      idleActivity = findActivityByName("Idle").get();

151
    }

152
    return idleActivity;

153
  }

154


155
  public void updateWorkerStatus(Worker worker, String activityFriendlyName) {

156
    Activity activity = findActivityByName(activityFriendlyName).orElseThrow(() ->

157
      new TaskRouterException(

158
        String.format("The activity '%s' doesn't exist in the workspace", activityFriendlyName)

159
      )

160
    );

161


162
    new WorkerUpdater(workspace.getSid(), worker.getSid())

163
      .setActivitySid(activity.getSid())

164
      .update(client);

165
  }

166
}

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

Create the Workers

create-the-workers page anchor

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 activity_sid and a name for each worker. The selected activity will define the status of the worker.

Create Workers

create-workers page anchor

Creating the Workers

1
package com.twilio.taskrouter.application;

2


3
import com.google.inject.Guice;

4
import com.google.inject.Injector;

5
import com.twilio.rest.taskrouter.v1.workspace.Activity;

6
import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;

7
import com.twilio.rest.taskrouter.v1.workspace.Workflow;

8
import com.twilio.taskrouter.WorkflowRule;

9
import com.twilio.taskrouter.WorkflowRuleTarget;

10
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

11
import com.twilio.taskrouter.domain.common.Utils;

12
import com.twilio.taskrouter.domain.error.TaskRouterException;

13
import com.twilio.taskrouter.domain.model.WorkspaceFacade;

14
import org.apache.commons.lang3.StringUtils;

15
import org.apache.commons.lang3.text.StrSubstitutor;

16


17
import javax.json.Json;

18
import javax.json.JsonArray;

19
import javax.json.JsonObject;

20
import javax.json.JsonReader;

21
import java.io.File;

22
import java.io.IOException;

23
import java.io.StringReader;

24
import java.net.URISyntaxException;

25
import java.net.URL;

26
import java.util.Arrays;

27
import java.util.HashMap;

28
import java.util.List;

29
import java.util.Map;

30
import java.util.Optional;

31
import java.util.Properties;

32
import java.util.logging.Logger;

33
import java.util.stream.Collectors;

34


35
import static java.lang.System.exit;

36


37
//import org.apache.commons.lang3.StringUtils;

38
//import org.apache.commons.lang3.text.StrSubstitutor;

39


40
/**

41
 * Creates a workspace

42
 */

43
class CreateWorkspaceTask {

44


45
  private static final Logger LOG = Logger.getLogger(CreateWorkspaceTask.class.getName());

46


47
  public static void main(String[] args) {

48


49
    System.out.println("Creating workspace...");

50
    if (args.length < 3) {

51
      System.out.println("You must specify 3 parameters:");

52
      System.out.println("- Server hostname. E.g, <hash>.ngrok.com");

53
      System.out.println("- Phone of the first agent (Bob)");

54
      System.out.println("- Phone of the secondary agent (Alice)");

55
      exit(1);

56
    }

57


58
    String hostname = args[0];

59
    String bobPhone = args[1];

60
    String alicePhone = args[2];

61
    System.out.println(String.format("Server: %s\nBob phone: %s\nAlice phone: %s\n",

62
      hostname, bobPhone, alicePhone));

63


64
    //Get the configuration

65
    JsonObject workspaceConfig = createWorkspaceConfig(args);

66


67
    //Get or Create the Workspace

68
    Injector injector = Guice.createInjector();

69
    final TwilioAppSettings twilioSettings = injector.getInstance(TwilioAppSettings.class);

70


71
    String workspaceName = workspaceConfig.getString("name");

72
    Map<String, String> workspaceParams = new HashMap<>();

73
    workspaceParams.put("FriendlyName", workspaceName);

74
    workspaceParams.put("EventCallbackUrl", workspaceConfig.getString("event_callback"));

75


76
    try {

77
      WorkspaceFacade workspaceFacade = WorkspaceFacade

78
        .create(twilioSettings.getTwilioRestClient(), workspaceParams);

79


80
      addWorkersToWorkspace(workspaceFacade, workspaceConfig);

81
      addTaskQueuesToWorkspace(workspaceFacade, workspaceConfig);

82
      Workflow workflow = addWorkflowToWorkspace(workspaceFacade, workspaceConfig);

83


84
      printSuccessAndExportVariables(workspaceFacade, workflow, twilioSettings);

85
    } catch (TaskRouterException e) {

86
      LOG.severe(e.getMessage());

87
      exit(1);

88
    }

89
  }

90


91
  public static void addWorkersToWorkspace(WorkspaceFacade workspaceFacade,

92
                                           JsonObject workspaceJsonConfig) {

93
    JsonArray workersJson = workspaceJsonConfig.getJsonArray("workers");

94
    Activity idleActivity = workspaceFacade.getIdleActivity();

95


96
    workersJson.getValuesAs(JsonObject.class).forEach(workerJson -> {

97
      Map<String, String> workerParams = new HashMap<>();

98
      workerParams.put("FriendlyName", workerJson.getString("name"));

99
      workerParams.put("ActivitySid", idleActivity.getSid());

100
      workerParams.put("Attributes", workerJson.getJsonObject("attributes").toString());

101


102
      try {

103
        workspaceFacade.addWorker(workerParams);

104
      } catch (TaskRouterException e) {

105
        LOG.warning(e.getMessage());

106
      }

107
    });

108
  }

109


110
  public static void addTaskQueuesToWorkspace(WorkspaceFacade workspaceFacade,

111
                                              JsonObject workspaceJsonConfig) {

112
    JsonArray taskQueuesJson = workspaceJsonConfig.getJsonArray("task_queues");

113
    Activity reservationActivity = workspaceFacade.findActivityByName("Reserved").orElseThrow(() ->

114
      new TaskRouterException("The activity for reservations 'Reserved' was not found. "

115
        + "TaskQueues cannot be added."));

116
    Activity assignmentActivity = workspaceFacade.findActivityByName("Busy").orElseThrow(() ->

117
      new TaskRouterException("The activity for assignments 'Busy' was not found. "

118
        + "TaskQueues cannot be added."));

119
    taskQueuesJson.getValuesAs(JsonObject.class).forEach(taskQueueJson -> {

120
      Map<String, String> taskQueueParams = new HashMap<>();

121
      taskQueueParams.put("FriendlyName", taskQueueJson.getString("name"));

122
      taskQueueParams.put("TargetWorkers", taskQueueJson.getString("targetWorkers"));

123
      taskQueueParams.put("ReservationActivitySid", reservationActivity.getSid());

124
      taskQueueParams.put("AssignmentActivitySid", assignmentActivity.getSid());

125


126
      try {

127
        workspaceFacade.addTaskQueue(taskQueueParams);

128
      } catch (TaskRouterException e) {

129
        LOG.warning(e.getMessage());

130
      }

131
    });

132
  }

133


134
  public static Workflow addWorkflowToWorkspace(WorkspaceFacade workspaceFacade,

135
                                                JsonObject workspaceConfig) {

136
    JsonObject workflowJson = workspaceConfig.getJsonObject("workflow");

137
    String workflowName = workflowJson.getString("name");

138
    return workspaceFacade.findWorkflowByName(workflowName)

139
      .orElseGet(() -> {

140
        Map<String, String> workflowParams = new HashMap<>();

141
        workflowParams.put("FriendlyName", workflowName);

142
        workflowParams.put("AssignmentCallbackUrl", workflowJson.getString("callback"));

143
        workflowParams.put("FallbackAssignmentCallbackUrl", workflowJson.getString("callback"));

144
        workflowParams.put("TaskReservationTimeout", workflowJson.getString("timeout"));

145


146
        String workflowConfigJson = createWorkFlowJsonConfig(workspaceFacade, workflowJson);

147
        workflowParams.put("Configuration", workflowConfigJson);

148


149
        return workspaceFacade.addWorkflow(workflowParams);

150
      });

151
  }

152


153
  public static void printSuccessAndExportVariables(WorkspaceFacade workspaceFacade,

154
                                                    Workflow workflow,

155
                                                    TwilioAppSettings twilioSettings) {

156
    Activity idleActivity = workspaceFacade.getIdleActivity();

157


158
    Properties workspaceParams = new Properties();

159
    workspaceParams.put("account.sid", twilioSettings.getTwilioAccountSid());

160
    workspaceParams.put("auth.token", twilioSettings.getTwilioAuthToken());

161
    workspaceParams.put("workspace.sid", workspaceFacade.getSid());

162
    workspaceParams.put("workflow.sid", workflow.getSid());

163
    workspaceParams.put("postWorkActivity.sid", idleActivity.getSid());

164
    workspaceParams.put("email", twilioSettings.getEmail());

165
    workspaceParams.put("phoneNumber", twilioSettings.getPhoneNumber().toString());

166


167
    File workspacePropertiesFile = new File(TwilioAppSettings.WORKSPACE_PROPERTIES_FILE_PATH);

168


169
    try {

170
      Utils.saveProperties(workspaceParams,

171
        workspacePropertiesFile,

172
        "Properties for last created Twilio TaskRouter workspace");

173
    } catch (IOException e) {

174
      LOG.severe("Could not save workspace.properties with current configuration");

175
      exit(1);

176
    }

177


178
    String successMsg = String.format("Workspace '%s' was created successfully.",

179
      workspaceFacade.getFriendlyName());

180
    final int lineLength = successMsg.length() + 2;

181


182
    System.out.println(StringUtils.repeat("#", lineLength));

183
    System.out.println(String.format(" %s ", successMsg));

184
    System.out.println(StringUtils.repeat("#", lineLength));

185
    System.out.println("The following variables were registered:");

186
    System.out.println("\n");

187
    workspaceParams.entrySet().stream().forEach(propertyEntry -> {

188
      System.out.println(String.format("%s=%s", propertyEntry.getKey(), propertyEntry.getValue()));

189
    });

190
    System.out.println("\n");

191
    System.out.println(StringUtils.repeat("#", lineLength));

192
  }

193


194
  public static JsonObject createWorkspaceConfig(String[] args) {

195
    final String configFileName = "workspace.json";

196


197
    Optional<URL> url =

198
      Optional.ofNullable(CreateWorkspaceTask.class.getResource(File.separator + configFileName));

199
    return url.map(u -> {

200
      try {

201
        File workspaceConfigJsonFile = new File(u.toURI());

202
        String jsonContent = Utils.readFileContent(workspaceConfigJsonFile);

203
        String parsedContent = parseWorkspaceJsonContent(jsonContent, args);

204


205
        try (JsonReader jsonReader = Json.createReader(new StringReader(parsedContent))) {

206
          return jsonReader.readObject();

207
        }

208
      } catch (URISyntaxException e) {

209
        throw new TaskRouterException(String.format("Wrong uri to find %s: %s",

210
          configFileName, e.getMessage()));

211
      } catch (IOException e) {

212
        throw new TaskRouterException(String.format("Error while reading %s: %s",

213
          configFileName, e.getMessage()));

214
      }

215
    }).orElseThrow(

216
      () -> new TaskRouterException("There's no valid configuration in " + configFileName));

217
  }

218


219
  private static String parseWorkspaceJsonContent(final String unparsedContent,

220
                                                  final String... args) {

221
    Map<String, String> values = new HashMap<>();

222
    values.put("host", args[0]);

223
    values.put("bob_number", args[1]);

224
    values.put("alice_number", args[2]);

225


226
    StrSubstitutor strSubstitutor = new StrSubstitutor(values, "%(", ")s");

227
    return strSubstitutor.replace(unparsedContent);

228
  }

229


230
  public static String createWorkFlowJsonConfig(WorkspaceFacade workspaceFacade,

231
                                                JsonObject workflowJson) {

232
    try {

233
      JsonArray routingConfigRules = workflowJson.getJsonArray("routingConfiguration");

234
      TaskQueue defaultQueue = workspaceFacade.findTaskQueueByName("Default")

235
        .orElseThrow(() -> new TaskRouterException("Default queue not found"));

236
      WorkflowRuleTarget defaultRuleTarget = new WorkflowRuleTarget.Builder(defaultQueue.getSid())

237
        .expression("1=1")

238
        .priority(1)

239
        .timeout(30)

240
        .build();

241


242
      List<WorkflowRule> rules = routingConfigRules.getValuesAs(JsonObject.class).stream()

243
        .map(ruleJson -> {

244
          String ruleQueueName = ruleJson.getString("targetTaskQueue");

245
          TaskQueue ruleQueue = workspaceFacade.findTaskQueueByName(ruleQueueName).orElseThrow(

246
            () -> new TaskRouterException(String.format("%s queue not found", ruleQueueName)));

247


248
          WorkflowRuleTarget queueRuleTarget = new WorkflowRuleTarget.Builder(ruleQueue.getSid())

249
            .priority(5)

250
            .timeout(30)

251
            .build();

252


253
          List<WorkflowRuleTarget> ruleTargets = Arrays.asList(queueRuleTarget, defaultRuleTarget);

254


255
          return new WorkflowRule.Builder(ruleJson.getString("expression"), ruleTargets).build();

256
        }).collect(Collectors.toList());

257


258
      com.twilio.taskrouter.Workflow config;

259
      config = new com.twilio.taskrouter.Workflow(rules, defaultRuleTarget);

260
      return config.toJson();

261
    } catch (Exception ex) {

262
      throw new TaskRouterException("Error while creating workflow json configuration", ex);

263
    }

264
  }

265
}

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

Create the Task Queues

create-the-task-queues page anchor

Next, we set up the Task Queues. Each with a name and a TargetWorkers property, 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 "products HAS \"ProgrammableSMS\"".
  2. Voice - Will do the same for Programmable Voice Workers, such as Alice, using the expression "products HAS \"ProgrammableVoice\"".
  3. All - 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

create-task-queues page anchor

Creating the Task Queues

1
package com.twilio.taskrouter.application;

2


3
import com.google.inject.Guice;

4
import com.google.inject.Injector;

5
import com.twilio.rest.taskrouter.v1.workspace.Activity;

6
import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;

7
import com.twilio.rest.taskrouter.v1.workspace.Workflow;

8
import com.twilio.taskrouter.WorkflowRule;

9
import com.twilio.taskrouter.WorkflowRuleTarget;

10
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

11
import com.twilio.taskrouter.domain.common.Utils;

12
import com.twilio.taskrouter.domain.error.TaskRouterException;

13
import com.twilio.taskrouter.domain.model.WorkspaceFacade;

14
import org.apache.commons.lang3.StringUtils;

15
import org.apache.commons.lang3.text.StrSubstitutor;

16


17
import javax.json.Json;

18
import javax.json.JsonArray;

19
import javax.json.JsonObject;

20
import javax.json.JsonReader;

21
import java.io.File;

22
import java.io.IOException;

23
import java.io.StringReader;

24
import java.net.URISyntaxException;

25
import java.net.URL;

26
import java.util.Arrays;

27
import java.util.HashMap;

28
import java.util.List;

29
import java.util.Map;

30
import java.util.Optional;

31
import java.util.Properties;

32
import java.util.logging.Logger;

33
import java.util.stream.Collectors;

34


35
import static java.lang.System.exit;

36


37
//import org.apache.commons.lang3.StringUtils;

38
//import org.apache.commons.lang3.text.StrSubstitutor;

39


40
/**

41
 * Creates a workspace

42
 */

43
class CreateWorkspaceTask {

44


45
  private static final Logger LOG = Logger.getLogger(CreateWorkspaceTask.class.getName());

46


47
  public static void main(String[] args) {

48


49
    System.out.println("Creating workspace...");

50
    if (args.length < 3) {

51
      System.out.println("You must specify 3 parameters:");

52
      System.out.println("- Server hostname. E.g, <hash>.ngrok.com");

53
      System.out.println("- Phone of the first agent (Bob)");

54
      System.out.println("- Phone of the secondary agent (Alice)");

55
      exit(1);

56
    }

57


58
    String hostname = args[0];

59
    String bobPhone = args[1];

60
    String alicePhone = args[2];

61
    System.out.println(String.format("Server: %s\nBob phone: %s\nAlice phone: %s\n",

62
      hostname, bobPhone, alicePhone));

63


64
    //Get the configuration

65
    JsonObject workspaceConfig = createWorkspaceConfig(args);

66


67
    //Get or Create the Workspace

68
    Injector injector = Guice.createInjector();

69
    final TwilioAppSettings twilioSettings = injector.getInstance(TwilioAppSettings.class);

70


71
    String workspaceName = workspaceConfig.getString("name");

72
    Map<String, String> workspaceParams = new HashMap<>();

73
    workspaceParams.put("FriendlyName", workspaceName);

74
    workspaceParams.put("EventCallbackUrl", workspaceConfig.getString("event_callback"));

75


76
    try {

77
      WorkspaceFacade workspaceFacade = WorkspaceFacade

78
        .create(twilioSettings.getTwilioRestClient(), workspaceParams);

79


80
      addWorkersToWorkspace(workspaceFacade, workspaceConfig);

81
      addTaskQueuesToWorkspace(workspaceFacade, workspaceConfig);

82
      Workflow workflow = addWorkflowToWorkspace(workspaceFacade, workspaceConfig);

83


84
      printSuccessAndExportVariables(workspaceFacade, workflow, twilioSettings);

85
    } catch (TaskRouterException e) {

86
      LOG.severe(e.getMessage());

87
      exit(1);

88
    }

89
  }

90


91
  public static void addWorkersToWorkspace(WorkspaceFacade workspaceFacade,

92
                                           JsonObject workspaceJsonConfig) {

93
    JsonArray workersJson = workspaceJsonConfig.getJsonArray("workers");

94
    Activity idleActivity = workspaceFacade.getIdleActivity();

95


96
    workersJson.getValuesAs(JsonObject.class).forEach(workerJson -> {

97
      Map<String, String> workerParams = new HashMap<>();

98
      workerParams.put("FriendlyName", workerJson.getString("name"));

99
      workerParams.put("ActivitySid", idleActivity.getSid());

100
      workerParams.put("Attributes", workerJson.getJsonObject("attributes").toString());

101


102
      try {

103
        workspaceFacade.addWorker(workerParams);

104
      } catch (TaskRouterException e) {

105
        LOG.warning(e.getMessage());

106
      }

107
    });

108
  }

109


110
  public static void addTaskQueuesToWorkspace(WorkspaceFacade workspaceFacade,

111
                                              JsonObject workspaceJsonConfig) {

112
    JsonArray taskQueuesJson = workspaceJsonConfig.getJsonArray("task_queues");

113
    Activity reservationActivity = workspaceFacade.findActivityByName("Reserved").orElseThrow(() ->

114
      new TaskRouterException("The activity for reservations 'Reserved' was not found. "

115
        + "TaskQueues cannot be added."));

116
    Activity assignmentActivity = workspaceFacade.findActivityByName("Busy").orElseThrow(() ->

117
      new TaskRouterException("The activity for assignments 'Busy' was not found. "

118
        + "TaskQueues cannot be added."));

119
    taskQueuesJson.getValuesAs(JsonObject.class).forEach(taskQueueJson -> {

120
      Map<String, String> taskQueueParams = new HashMap<>();

121
      taskQueueParams.put("FriendlyName", taskQueueJson.getString("name"));

122
      taskQueueParams.put("TargetWorkers", taskQueueJson.getString("targetWorkers"));

123
      taskQueueParams.put("ReservationActivitySid", reservationActivity.getSid());

124
      taskQueueParams.put("AssignmentActivitySid", assignmentActivity.getSid());

125


126
      try {

127
        workspaceFacade.addTaskQueue(taskQueueParams);

128
      } catch (TaskRouterException e) {

129
        LOG.warning(e.getMessage());

130
      }

131
    });

132
  }

133


134
  public static Workflow addWorkflowToWorkspace(WorkspaceFacade workspaceFacade,

135
                                                JsonObject workspaceConfig) {

136
    JsonObject workflowJson = workspaceConfig.getJsonObject("workflow");

137
    String workflowName = workflowJson.getString("name");

138
    return workspaceFacade.findWorkflowByName(workflowName)

139
      .orElseGet(() -> {

140
        Map<String, String> workflowParams = new HashMap<>();

141
        workflowParams.put("FriendlyName", workflowName);

142
        workflowParams.put("AssignmentCallbackUrl", workflowJson.getString("callback"));

143
        workflowParams.put("FallbackAssignmentCallbackUrl", workflowJson.getString("callback"));

144
        workflowParams.put("TaskReservationTimeout", workflowJson.getString("timeout"));

145


146
        String workflowConfigJson = createWorkFlowJsonConfig(workspaceFacade, workflowJson);

147
        workflowParams.put("Configuration", workflowConfigJson);

148


149
        return workspaceFacade.addWorkflow(workflowParams);

150
      });

151
  }

152


153
  public static void printSuccessAndExportVariables(WorkspaceFacade workspaceFacade,

154
                                                    Workflow workflow,

155
                                                    TwilioAppSettings twilioSettings) {

156
    Activity idleActivity = workspaceFacade.getIdleActivity();

157


158
    Properties workspaceParams = new Properties();

159
    workspaceParams.put("account.sid", twilioSettings.getTwilioAccountSid());

160
    workspaceParams.put("auth.token", twilioSettings.getTwilioAuthToken());

161
    workspaceParams.put("workspace.sid", workspaceFacade.getSid());

162
    workspaceParams.put("workflow.sid", workflow.getSid());

163
    workspaceParams.put("postWorkActivity.sid", idleActivity.getSid());

164
    workspaceParams.put("email", twilioSettings.getEmail());

165
    workspaceParams.put("phoneNumber", twilioSettings.getPhoneNumber().toString());

166


167
    File workspacePropertiesFile = new File(TwilioAppSettings.WORKSPACE_PROPERTIES_FILE_PATH);

168


169
    try {

170
      Utils.saveProperties(workspaceParams,

171
        workspacePropertiesFile,

172
        "Properties for last created Twilio TaskRouter workspace");

173
    } catch (IOException e) {

174
      LOG.severe("Could not save workspace.properties with current configuration");

175
      exit(1);

176
    }

177


178
    String successMsg = String.format("Workspace '%s' was created successfully.",

179
      workspaceFacade.getFriendlyName());

180
    final int lineLength = successMsg.length() + 2;

181


182
    System.out.println(StringUtils.repeat("#", lineLength));

183
    System.out.println(String.format(" %s ", successMsg));

184
    System.out.println(StringUtils.repeat("#", lineLength));

185
    System.out.println("The following variables were registered:");

186
    System.out.println("\n");

187
    workspaceParams.entrySet().stream().forEach(propertyEntry -> {

188
      System.out.println(String.format("%s=%s", propertyEntry.getKey(), propertyEntry.getValue()));

189
    });

190
    System.out.println("\n");

191
    System.out.println(StringUtils.repeat("#", lineLength));

192
  }

193


194
  public static JsonObject createWorkspaceConfig(String[] args) {

195
    final String configFileName = "workspace.json";

196


197
    Optional<URL> url =

198
      Optional.ofNullable(CreateWorkspaceTask.class.getResource(File.separator + configFileName));

199
    return url.map(u -> {

200
      try {

201
        File workspaceConfigJsonFile = new File(u.toURI());

202
        String jsonContent = Utils.readFileContent(workspaceConfigJsonFile);

203
        String parsedContent = parseWorkspaceJsonContent(jsonContent, args);

204


205
        try (JsonReader jsonReader = Json.createReader(new StringReader(parsedContent))) {

206
          return jsonReader.readObject();

207
        }

208
      } catch (URISyntaxException e) {

209
        throw new TaskRouterException(String.format("Wrong uri to find %s: %s",

210
          configFileName, e.getMessage()));

211
      } catch (IOException e) {

212
        throw new TaskRouterException(String.format("Error while reading %s: %s",

213
          configFileName, e.getMessage()));

214
      }

215
    }).orElseThrow(

216
      () -> new TaskRouterException("There's no valid configuration in " + configFileName));

217
  }

218


219
  private static String parseWorkspaceJsonContent(final String unparsedContent,

220
                                                  final String... args) {

221
    Map<String, String> values = new HashMap<>();

222
    values.put("host", args[0]);

223
    values.put("bob_number", args[1]);

224
    values.put("alice_number", args[2]);

225


226
    StrSubstitutor strSubstitutor = new StrSubstitutor(values, "%(", ")s");

227
    return strSubstitutor.replace(unparsedContent);

228
  }

229


230
  public static String createWorkFlowJsonConfig(WorkspaceFacade workspaceFacade,

231
                                                JsonObject workflowJson) {

232
    try {

233
      JsonArray routingConfigRules = workflowJson.getJsonArray("routingConfiguration");

234
      TaskQueue defaultQueue = workspaceFacade.findTaskQueueByName("Default")

235
        .orElseThrow(() -> new TaskRouterException("Default queue not found"));

236
      WorkflowRuleTarget defaultRuleTarget = new WorkflowRuleTarget.Builder(defaultQueue.getSid())

237
        .expression("1=1")

238
        .priority(1)

239
        .timeout(30)

240
        .build();

241


242
      List<WorkflowRule> rules = routingConfigRules.getValuesAs(JsonObject.class).stream()

243
        .map(ruleJson -> {

244
          String ruleQueueName = ruleJson.getString("targetTaskQueue");

245
          TaskQueue ruleQueue = workspaceFacade.findTaskQueueByName(ruleQueueName).orElseThrow(

246
            () -> new TaskRouterException(String.format("%s queue not found", ruleQueueName)));

247


248
          WorkflowRuleTarget queueRuleTarget = new WorkflowRuleTarget.Builder(ruleQueue.getSid())

249
            .priority(5)

250
            .timeout(30)

251
            .build();

252


253
          List<WorkflowRuleTarget> ruleTargets = Arrays.asList(queueRuleTarget, defaultRuleTarget);

254


255
          return new WorkflowRule.Builder(ruleJson.getString("expression"), ruleTargets).build();

256
        }).collect(Collectors.toList());

257


258
      com.twilio.taskrouter.Workflow config;

259
      config = new com.twilio.taskrouter.Workflow(rules, defaultRuleTarget);

260
      return config.toJson();

261
    } catch (Exception ex) {

262
      throw new TaskRouterException("Error while creating workflow json configuration", ex);

263
    }

264
  }

265
}

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

Create a Workflow

create-a-workflow page anchor

Finally, we set up the Workflow using the following parameters:

  1. FriendlyName as the name of a Workflow.

  2. AssignmentCallbackUrl 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 handles a Task.

  4. configuration which is a set of rules for placing Task 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

create-a-workflow-1 page anchor

Creating a Workflow

1
package com.twilio.taskrouter.application;

2


3
import com.google.inject.Guice;

4
import com.google.inject.Injector;

5
import com.twilio.rest.taskrouter.v1.workspace.Activity;

6
import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;

7
import com.twilio.rest.taskrouter.v1.workspace.Workflow;

8
import com.twilio.taskrouter.WorkflowRule;

9
import com.twilio.taskrouter.WorkflowRuleTarget;

10
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

11
import com.twilio.taskrouter.domain.common.Utils;

12
import com.twilio.taskrouter.domain.error.TaskRouterException;

13
import com.twilio.taskrouter.domain.model.WorkspaceFacade;

14
import org.apache.commons.lang3.StringUtils;

15
import org.apache.commons.lang3.text.StrSubstitutor;

16


17
import javax.json.Json;

18
import javax.json.JsonArray;

19
import javax.json.JsonObject;

20
import javax.json.JsonReader;

21
import java.io.File;

22
import java.io.IOException;

23
import java.io.StringReader;

24
import java.net.URISyntaxException;

25
import java.net.URL;

26
import java.util.Arrays;

27
import java.util.HashMap;

28
import java.util.List;

29
import java.util.Map;

30
import java.util.Optional;

31
import java.util.Properties;

32
import java.util.logging.Logger;

33
import java.util.stream.Collectors;

34


35
import static java.lang.System.exit;

36


37
//import org.apache.commons.lang3.StringUtils;

38
//import org.apache.commons.lang3.text.StrSubstitutor;

39


40
/**

41
 * Creates a workspace

42
 */

43
class CreateWorkspaceTask {

44


45
  private static final Logger LOG = Logger.getLogger(CreateWorkspaceTask.class.getName());

46


47
  public static void main(String[] args) {

48


49
    System.out.println("Creating workspace...");

50
    if (args.length < 3) {

51
      System.out.println("You must specify 3 parameters:");

52
      System.out.println("- Server hostname. E.g, <hash>.ngrok.com");

53
      System.out.println("- Phone of the first agent (Bob)");

54
      System.out.println("- Phone of the secondary agent (Alice)");

55
      exit(1);

56
    }

57


58
    String hostname = args[0];

59
    String bobPhone = args[1];

60
    String alicePhone = args[2];

61
    System.out.println(String.format("Server: %s\nBob phone: %s\nAlice phone: %s\n",

62
      hostname, bobPhone, alicePhone));

63


64
    //Get the configuration

65
    JsonObject workspaceConfig = createWorkspaceConfig(args);

66


67
    //Get or Create the Workspace

68
    Injector injector = Guice.createInjector();

69
    final TwilioAppSettings twilioSettings = injector.getInstance(TwilioAppSettings.class);

70


71
    String workspaceName = workspaceConfig.getString("name");

72
    Map<String, String> workspaceParams = new HashMap<>();

73
    workspaceParams.put("FriendlyName", workspaceName);

74
    workspaceParams.put("EventCallbackUrl", workspaceConfig.getString("event_callback"));

75


76
    try {

77
      WorkspaceFacade workspaceFacade = WorkspaceFacade

78
        .create(twilioSettings.getTwilioRestClient(), workspaceParams);

79


80
      addWorkersToWorkspace(workspaceFacade, workspaceConfig);

81
      addTaskQueuesToWorkspace(workspaceFacade, workspaceConfig);

82
      Workflow workflow = addWorkflowToWorkspace(workspaceFacade, workspaceConfig);

83


84
      printSuccessAndExportVariables(workspaceFacade, workflow, twilioSettings);

85
    } catch (TaskRouterException e) {

86
      LOG.severe(e.getMessage());

87
      exit(1);

88
    }

89
  }

90


91
  public static void addWorkersToWorkspace(WorkspaceFacade workspaceFacade,

92
                                           JsonObject workspaceJsonConfig) {

93
    JsonArray workersJson = workspaceJsonConfig.getJsonArray("workers");

94
    Activity idleActivity = workspaceFacade.getIdleActivity();

95


96
    workersJson.getValuesAs(JsonObject.class).forEach(workerJson -> {

97
      Map<String, String> workerParams = new HashMap<>();

98
      workerParams.put("FriendlyName", workerJson.getString("name"));

99
      workerParams.put("ActivitySid", idleActivity.getSid());

100
      workerParams.put("Attributes", workerJson.getJsonObject("attributes").toString());

101


102
      try {

103
        workspaceFacade.addWorker(workerParams);

104
      } catch (TaskRouterException e) {

105
        LOG.warning(e.getMessage());

106
      }

107
    });

108
  }

109


110
  public static void addTaskQueuesToWorkspace(WorkspaceFacade workspaceFacade,

111
                                              JsonObject workspaceJsonConfig) {

112
    JsonArray taskQueuesJson = workspaceJsonConfig.getJsonArray("task_queues");

113
    Activity reservationActivity = workspaceFacade.findActivityByName("Reserved").orElseThrow(() ->

114
      new TaskRouterException("The activity for reservations 'Reserved' was not found. "

115
        + "TaskQueues cannot be added."));

116
    Activity assignmentActivity = workspaceFacade.findActivityByName("Busy").orElseThrow(() ->

117
      new TaskRouterException("The activity for assignments 'Busy' was not found. "

118
        + "TaskQueues cannot be added."));

119
    taskQueuesJson.getValuesAs(JsonObject.class).forEach(taskQueueJson -> {

120
      Map<String, String> taskQueueParams = new HashMap<>();

121
      taskQueueParams.put("FriendlyName", taskQueueJson.getString("name"));

122
      taskQueueParams.put("TargetWorkers", taskQueueJson.getString("targetWorkers"));

123
      taskQueueParams.put("ReservationActivitySid", reservationActivity.getSid());

124
      taskQueueParams.put("AssignmentActivitySid", assignmentActivity.getSid());

125


126
      try {

127
        workspaceFacade.addTaskQueue(taskQueueParams);

128
      } catch (TaskRouterException e) {

129
        LOG.warning(e.getMessage());

130
      }

131
    });

132
  }

133


134
  public static Workflow addWorkflowToWorkspace(WorkspaceFacade workspaceFacade,

135
                                                JsonObject workspaceConfig) {

136
    JsonObject workflowJson = workspaceConfig.getJsonObject("workflow");

137
    String workflowName = workflowJson.getString("name");

138
    return workspaceFacade.findWorkflowByName(workflowName)

139
      .orElseGet(() -> {

140
        Map<String, String> workflowParams = new HashMap<>();

141
        workflowParams.put("FriendlyName", workflowName);

142
        workflowParams.put("AssignmentCallbackUrl", workflowJson.getString("callback"));

143
        workflowParams.put("FallbackAssignmentCallbackUrl", workflowJson.getString("callback"));

144
        workflowParams.put("TaskReservationTimeout", workflowJson.getString("timeout"));

145


146
        String workflowConfigJson = createWorkFlowJsonConfig(workspaceFacade, workflowJson);

147
        workflowParams.put("Configuration", workflowConfigJson);

148


149
        return workspaceFacade.addWorkflow(workflowParams);

150
      });

151
  }

152


153
  public static void printSuccessAndExportVariables(WorkspaceFacade workspaceFacade,

154
                                                    Workflow workflow,

155
                                                    TwilioAppSettings twilioSettings) {

156
    Activity idleActivity = workspaceFacade.getIdleActivity();

157


158
    Properties workspaceParams = new Properties();

159
    workspaceParams.put("account.sid", twilioSettings.getTwilioAccountSid());

160
    workspaceParams.put("auth.token", twilioSettings.getTwilioAuthToken());

161
    workspaceParams.put("workspace.sid", workspaceFacade.getSid());

162
    workspaceParams.put("workflow.sid", workflow.getSid());

163
    workspaceParams.put("postWorkActivity.sid", idleActivity.getSid());

164
    workspaceParams.put("email", twilioSettings.getEmail());

165
    workspaceParams.put("phoneNumber", twilioSettings.getPhoneNumber().toString());

166


167
    File workspacePropertiesFile = new File(TwilioAppSettings.WORKSPACE_PROPERTIES_FILE_PATH);

168


169
    try {

170
      Utils.saveProperties(workspaceParams,

171
        workspacePropertiesFile,

172
        "Properties for last created Twilio TaskRouter workspace");

173
    } catch (IOException e) {

174
      LOG.severe("Could not save workspace.properties with current configuration");

175
      exit(1);

176
    }

177


178
    String successMsg = String.format("Workspace '%s' was created successfully.",

179
      workspaceFacade.getFriendlyName());

180
    final int lineLength = successMsg.length() + 2;

181


182
    System.out.println(StringUtils.repeat("#", lineLength));

183
    System.out.println(String.format(" %s ", successMsg));

184
    System.out.println(StringUtils.repeat("#", lineLength));

185
    System.out.println("The following variables were registered:");

186
    System.out.println("\n");

187
    workspaceParams.entrySet().stream().forEach(propertyEntry -> {

188
      System.out.println(String.format("%s=%s", propertyEntry.getKey(), propertyEntry.getValue()));

189
    });

190
    System.out.println("\n");

191
    System.out.println(StringUtils.repeat("#", lineLength));

192
  }

193


194
  public static JsonObject createWorkspaceConfig(String[] args) {

195
    final String configFileName = "workspace.json";

196


197
    Optional<URL> url =

198
      Optional.ofNullable(CreateWorkspaceTask.class.getResource(File.separator + configFileName));

199
    return url.map(u -> {

200
      try {

201
        File workspaceConfigJsonFile = new File(u.toURI());

202
        String jsonContent = Utils.readFileContent(workspaceConfigJsonFile);

203
        String parsedContent = parseWorkspaceJsonContent(jsonContent, args);

204


205
        try (JsonReader jsonReader = Json.createReader(new StringReader(parsedContent))) {

206
          return jsonReader.readObject();

207
        }

208
      } catch (URISyntaxException e) {

209
        throw new TaskRouterException(String.format("Wrong uri to find %s: %s",

210
          configFileName, e.getMessage()));

211
      } catch (IOException e) {

212
        throw new TaskRouterException(String.format("Error while reading %s: %s",

213
          configFileName, e.getMessage()));

214
      }

215
    }).orElseThrow(

216
      () -> new TaskRouterException("There's no valid configuration in " + configFileName));

217
  }

218


219
  private static String parseWorkspaceJsonContent(final String unparsedContent,

220
                                                  final String... args) {

221
    Map<String, String> values = new HashMap<>();

222
    values.put("host", args[0]);

223
    values.put("bob_number", args[1]);

224
    values.put("alice_number", args[2]);

225


226
    StrSubstitutor strSubstitutor = new StrSubstitutor(values, "%(", ")s");

227
    return strSubstitutor.replace(unparsedContent);

228
  }

229


230
  public static String createWorkFlowJsonConfig(WorkspaceFacade workspaceFacade,

231
                                                JsonObject workflowJson) {

232
    try {

233
      JsonArray routingConfigRules = workflowJson.getJsonArray("routingConfiguration");

234
      TaskQueue defaultQueue = workspaceFacade.findTaskQueueByName("Default")

235
        .orElseThrow(() -> new TaskRouterException("Default queue not found"));

236
      WorkflowRuleTarget defaultRuleTarget = new WorkflowRuleTarget.Builder(defaultQueue.getSid())

237
        .expression("1=1")

238
        .priority(1)

239
        .timeout(30)

240
        .build();

241


242
      List<WorkflowRule> rules = routingConfigRules.getValuesAs(JsonObject.class).stream()

243
        .map(ruleJson -> {

244
          String ruleQueueName = ruleJson.getString("targetTaskQueue");

245
          TaskQueue ruleQueue = workspaceFacade.findTaskQueueByName(ruleQueueName).orElseThrow(

246
            () -> new TaskRouterException(String.format("%s queue not found", ruleQueueName)));

247


248
          WorkflowRuleTarget queueRuleTarget = new WorkflowRuleTarget.Builder(ruleQueue.getSid())

249
            .priority(5)

250
            .timeout(30)

251
            .build();

252


253
          List<WorkflowRuleTarget> ruleTargets = Arrays.asList(queueRuleTarget, defaultRuleTarget);

254


255
          return new WorkflowRule.Builder(ruleJson.getString("expression"), ruleTargets).build();

256
        }).collect(Collectors.toList());

257


258
      com.twilio.taskrouter.Workflow config;

259
      config = new com.twilio.taskrouter.Workflow(rules, defaultRuleTarget);

260
      return config.toJson();

261
    } catch (Exception ex) {

262
      throw new TaskRouterException("Error while creating workflow json configuration", ex);

263
    }

264
  }

265
}

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, and a key they can press in order to select one. The Gather verb allows us to capture the user's key press.

Handle Incoming Call

handle-incoming-call page anchor

src/main/java/com/twilio/taskrouter/application/servlet/IncomingCallServlet.java

1
package com.twilio.taskrouter.application.servlet;

2


3


4
import com.twilio.twiml.Gather;

5
import com.twilio.twiml.Method;

6
import com.twilio.twiml.Say;

7
import com.twilio.twiml.TwiMLException;

8
import com.twilio.twiml.VoiceResponse;

9


10
import javax.inject.Singleton;

11
import javax.servlet.ServletException;

12
import javax.servlet.http.HttpServlet;

13
import javax.servlet.http.HttpServletRequest;

14
import javax.servlet.http.HttpServletResponse;

15
import java.io.IOException;

16
import java.util.logging.Level;

17
import java.util.logging.Logger;

18


19
/**

20
 * Returns TwiML instructions to TwilioAppSettings's POST requests

21
 */

22
@Singleton

23
public class IncomingCallServlet extends HttpServlet {

24


25
  private static final Logger LOG = Logger.getLogger(IncomingCallServlet.class.getName());

26


27
  @Override

28
  public void doPost(HttpServletRequest req, HttpServletResponse resp) throws ServletException,

29
    IOException {

30
    try {

31
      final VoiceResponse twimlResponse = new VoiceResponse.Builder()

32
        .gather(new Gather.Builder()

33
          .action("/call/enqueue")

34
          .numDigits(1)

35
          .timeout(10)

36
          .method(Method.POST)

37
          .say(new Say

38
            .Builder("For Programmable SMS, press one. For Voice, press any other key.")

39
            .build()

40
          )

41
          .build()

42
        ).build();

43


44
      resp.setContentType("application/xml");

45
      resp.getWriter().print(twimlResponse.toXml());

46
    } catch (TwiMLException e) {

47
      LOG.log(Level.SEVERE, "Unexpected error while creating incoming call response", e);

48
      throw new RuntimeException(e);

49
    }

50
  }

51


52
}

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

Create a Task

create-a-task page anchor

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 make a match with the configured expressions in order to find a corresponding Task Queue, 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

create-a-task-1 page anchor

src/main/java/com/twilio/taskrouter/application/servlet/EnqueueServlet.java

1
package com.twilio.taskrouter.application.servlet;

2


3
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

4
import com.twilio.twiml.EnqueueTask;

5
import com.twilio.twiml.Task;

6
import com.twilio.twiml.TwiMLException;

7
import com.twilio.twiml.VoiceResponse;

8


9
import javax.inject.Inject;

10
import javax.inject.Singleton;

11
import javax.servlet.ServletException;

12
import javax.servlet.http.HttpServlet;

13
import javax.servlet.http.HttpServletRequest;

14
import javax.servlet.http.HttpServletResponse;

15
import java.io.IOException;

16
import java.util.Optional;

17
import java.util.logging.Level;

18
import java.util.logging.Logger;

19


20
import static java.lang.String.format;

21


22
/**

23
 * Selects a product by creating a Task on the TaskRouter Workflow

24
 */

25
@Singleton

26
public class EnqueueServlet extends HttpServlet {

27


28
  private static final Logger LOG = Logger.getLogger(EnqueueServlet.class.getName());

29


30
  private final String workflowSid;

31


32
  @Inject

33
  public EnqueueServlet(TwilioAppSettings twilioSettings) {

34
    this.workflowSid = twilioSettings.getWorkflowSid();

35
  }

36


37
  @Override

38
  public void doPost(HttpServletRequest req, HttpServletResponse resp)

39
    throws ServletException, IOException {

40


41
    String selectedProduct = getSelectedProduct(req);

42
    Task task = new Task.Builder()

43
      .data(format("{\"selected_product\": \"%s\"}", selectedProduct))

44
      .build();

45


46
    EnqueueTask enqueueTask = new EnqueueTask.Builder(task).workflowSid(workflowSid).build();

47


48
    VoiceResponse voiceResponse = new VoiceResponse.Builder().enqueue(enqueueTask).build();

49
    resp.setContentType("application/xml");

50
    try {

51
      resp.getWriter().print(voiceResponse.toXml());

52
    } catch (TwiMLException e) {

53
      LOG.log(Level.SEVERE, e.getMessage(), e);

54
      throw new RuntimeException(e);

55
    }

56
  }

57


58
  private String getSelectedProduct(HttpServletRequest request) {

59
    return Optional.ofNullable(request.getParameter("Digits"))

60
      .filter(x -> x.equals("1")).map((first) -> "ProgrammableSMS").orElse("ProgrammableVoice");

61
  }

62
}

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

Assign a Worker

assign-a-worker page anchor

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 using the Gradle task createWorkspace(link takes you to an external page)

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

assign-a-worker-1 page anchor

src/main/java/com/twilio/taskrouter/application/servlet/AssignmentServlet.java

1
package com.twilio.taskrouter.application.servlet;

2


3
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

4


5
import javax.inject.Inject;

6
import javax.inject.Singleton;

7
import javax.json.Json;

8
import javax.servlet.ServletException;

9
import javax.servlet.http.HttpServlet;

10
import javax.servlet.http.HttpServletRequest;

11
import javax.servlet.http.HttpServletResponse;

12
import java.io.IOException;

13


14
/**

15
 * Servlet for Task assignments

16
 */

17
@Singleton

18
public class AssignmentServlet extends HttpServlet {

19


20
  private final String dequeueInstruction;

21


22
  @Inject

23
  public AssignmentServlet(TwilioAppSettings twilioAppSettings) {

24
    dequeueInstruction = Json.createObjectBuilder()

25
      .add("instruction", "dequeue")

26
      .add("post_work_activity_sid", twilioAppSettings.getPostWorkActivitySid())

27
      .build().toString();

28
  }

29


30
  @Override

31
  public void doPost(HttpServletRequest req, HttpServletResponse resp)

32
    throws ServletException, IOException {

33
    resp.setContentType("application/json");

34
    resp.getWriter().print(dequeueInstruction);

35
  }

36
}

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

Collect Missed Calls

collect-missed-calls page anchor

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 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.

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

collect-missed-calls-1 page anchor

src/main/java/com/twilio/taskrouter/application/servlet/EventsServlet.java

1
package com.twilio.taskrouter.application.servlet;

2


3
import com.google.inject.persist.Transactional;

4
import com.twilio.rest.api.v2010.account.MessageCreator;

5
import com.twilio.taskrouter.domain.common.TwilioAppSettings;

6
import com.twilio.taskrouter.domain.model.MissedCall;

7
import com.twilio.taskrouter.domain.repository.MissedCallRepository;

8
import com.twilio.type.PhoneNumber;

9


10
import javax.inject.Inject;

11
import javax.inject.Singleton;

12
import javax.json.Json;

13
import javax.json.JsonObject;

14
import javax.servlet.ServletException;

15
import javax.servlet.http.HttpServlet;

16
import javax.servlet.http.HttpServletRequest;

17
import javax.servlet.http.HttpServletResponse;

18
import java.io.IOException;

19
import java.io.StringReader;

20
import java.util.Optional;

21
import java.util.logging.Logger;

22


23
/**

24
 * Servlet for Events callback for missed calls

25
 */

26
@Singleton

27
public class EventsServlet extends HttpServlet {

28


29
  private static final String LEAVE_MSG = "Sorry, All agents are busy. Please leave a message. "

30
    + "We will call you as soon as possible";

31


32
  private static final String OFFLINE_MSG = "Your status has changed to Offline. "

33
    + "Reply with \"On\" to get back Online";

34


35
  private static final Logger LOG = Logger.getLogger(EventsServlet.class.getName());

36


37
  private final TwilioAppSettings twilioSettings;

38


39
  private final MissedCallRepository missedCallRepository;

40


41
  @Inject

42
  public EventsServlet(TwilioAppSettings twilioSettings,

43
                       MissedCallRepository missedCallRepository) {

44
    this.twilioSettings = twilioSettings;

45
    this.missedCallRepository = missedCallRepository;

46
  }

47


48
  @Override

49
  public void doPost(HttpServletRequest req, HttpServletResponse resp) throws ServletException,

50
    IOException {

51
    Optional.ofNullable(req.getParameter("EventType"))

52
      .ifPresent(eventName -> {

53
        switch (eventName) {

54
          case "workflow.timeout":

55
          case "task.canceled":

56
            parseAttributes("TaskAttributes", req)

57
              .ifPresent(this::addMissingCallAndLeaveMessage);

58
            break;

59
          case "worker.activity.update":

60
            Optional.ofNullable(req.getParameter("WorkerActivityName"))

61
              .filter("Offline"::equals)

62
              .ifPresent(offlineEvent -> {

63
                parseAttributes("WorkerAttributes", req)

64
                  .ifPresent(this::notifyOfflineStatusToWorker);

65
              });

66
            break;

67
          default:

68
        }

69
      });

70
  }

71


72
  private Optional<JsonObject> parseAttributes(String parameter, HttpServletRequest request) {

73
    return Optional.ofNullable(request.getParameter(parameter))

74
      .map(jsonRequest -> Json.createReader(new StringReader(jsonRequest)).readObject());

75
  }

76


77
  @Transactional

78
  private void addMissingCallAndLeaveMessage(JsonObject taskAttributesJson) {

79
    String phoneNumber = taskAttributesJson.getString("from");

80
    String selectedProduct = taskAttributesJson.getString("selected_product");

81


82
    MissedCall missedCall = new MissedCall(phoneNumber, selectedProduct);

83
    missedCallRepository.add(missedCall);

84
    LOG.info("Added Missing Call: " + missedCall);

85


86
    String callSid = taskAttributesJson.getString("call_sid");

87
    twilioSettings.redirectToVoiceMail(callSid, LEAVE_MSG);

88
  }

89


90
  private void notifyOfflineStatusToWorker(JsonObject workerAttributesJson) {

91
    String workerPhone = workerAttributesJson.getString("contact_uri");

92
    new MessageCreator(

93
      new PhoneNumber(workerPhone),

94
      new PhoneNumber(twilioSettings.getPhoneNumber().toString()),

95
      OFFLINE_MSG

96
    ).create();

97


98
  }

99


100
}

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.

Change a Worker's Activity

change-a-workers-activity-1 page anchor

src/main/java/com/twilio/taskrouter/application/servlet/MessageServlet.java

1
package com.twilio.taskrouter.application.servlet;

2


3
import com.google.inject.Singleton;

4
import com.twilio.taskrouter.domain.model.WorkspaceFacade;

5
import com.twilio.twiml.Sms;

6
import com.twilio.twiml.TwiMLException;

7
import com.twilio.twiml.VoiceResponse;

8


9
import javax.inject.Inject;

10
import javax.servlet.ServletException;

11
import javax.servlet.http.HttpServlet;

12
import javax.servlet.http.HttpServletRequest;

13
import javax.servlet.http.HttpServletResponse;

14
import java.io.IOException;

15
import java.util.Optional;

16
import java.util.logging.Level;

17
import java.util.logging.Logger;

18


19
/**

20
 * Handles the messages sent by workers for activate/deactivate

21
 * themselves for receiving calls from users

22
 */

23
@Singleton

24
public class MessageServlet extends HttpServlet {

25


26
  private static final Logger LOG = Logger.getLogger(MessageServlet.class.getName());

27


28
  private final WorkspaceFacade workspace;

29


30
  @Inject

31
  public MessageServlet(WorkspaceFacade workspace) {

32
    this.workspace = workspace;

33
  }

34


35
  @Override

36
  protected void doPost(HttpServletRequest req, HttpServletResponse resp)

37
    throws ServletException, IOException {

38
    final VoiceResponse twimlResponse;

39
    final String newStatus = getNewWorkerStatus(req);

40
    final String workerPhone = req.getParameter("From");

41


42
    try {

43
      Sms responseSms = workspace.findWorkerByPhone(workerPhone).map(worker -> {

44
        workspace.updateWorkerStatus(worker, newStatus);

45
        return new Sms.Builder(String.format("Your status has changed to %s", newStatus)).build();

46
      }).orElseGet(() -> new Sms.Builder("You are not a valid worker").build());

47


48
      twimlResponse = new VoiceResponse.Builder().sms(responseSms).build();

49
      resp.setContentType("application/xml");

50
      resp.getWriter().print(twimlResponse.toXml());

51


52
    } catch (TwiMLException e) {

53
      LOG.log(Level.SEVERE, "Error while providing answer to a workers' sms", e);

54
    }

55


56
  }

57


58
  private String getNewWorkerStatus(HttpServletRequest request) {

59
    return Optional.ofNullable(request.getParameter("Body"))

60
      .filter(x -> x.equals("off")).map((first) -> "Offline").orElse("Idle");

61
  }

62


63
}

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

Where to Next?

where-to-next page anchor

If you're a Java developer working with Twilio, you might enjoy these other tutorials:

Click to Call

An example application implementing Click to Call using Twilio.

Automated-Survey(link takes you to an external page)

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