Integrate the Mindful platform With Flex

1
/**
2
 * Function to read avgTaskAcceptanceTime statistics from TaskRouter's cumulative statistics.
3
 * https://www.twilio.com/docs/taskrouter/api/taskqueue-statistics#taskqueue-cumulative-statistics
4
 *
5
 * It returns JSON object with following fields:
6
 * - avgTaskAcceptanceTime - number of seconds
7
 *
8
 *
9
 * Expected variables from context:
10
 * - Queue_Estimated_Wait_Time - initial value of 0, used by script to cache value of average task acceptance time
11
 * - Queue_Estimated_Wait_Time_Last_Updated - initial value of 0, used by script to cache timestamp of last update of
12
 * - Queue_Update_Interval - average time update interval in milliseconds, initial value of 60000
13
 * - Workspace_SID
14
 * - Task_Queue_SID
15
 * - Service_SID
16
 * - Environment_SID
17
 * - VAR_QEWTLU_SID - SID of variable Queue_Estimated_Wait_Time_Last_Updated
18
 * - VAR_QEWT_SID - SID of variable Queue_Estimated_Wait_Time
19
 *
20
 * Following twilio-cli calls are useful for setting up environment variables for this script:
21
 *
22
 * twilio api:taskrouter:v1:workspaces:list
23
 *
24
 * twilio api:taskrouter:v1:workspaces:task-queues:list \
25
 *     --workspace-sid WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
26
 *
27
 * twilio api:serverless:v1:services:list
28
 *
29
 * twilio api:serverless:v1:services:environments:list \
30
 *     --service-sid ZSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
31
 *
32
 * twilio api:serverless:v1:services:environments:variables:list \
33
 *     --service-sid ZSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX \
34
 *     --environment-sid ZEXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
35
 */
36

37
exports.handler = function (context, event, callback) {
38

39
    const response = new Twilio.Response();
40
    response.appendHeader('Access-Control-Allow-Origin', '*');
41
    response.appendHeader('Access-Control-Allow-Methods', 'OPTIONS POST');
42
    response.appendHeader('Content-Type', 'application/json');
43
    response.appendHeader('Access-Control-Allow-Headers', 'Content-Type');
44

45
    get_wait_time(context, event, callback).then(value => {
46
        response.setBody({
47
                             'avgTaskAcceptanceTime': value
48
                         });
49
        return callback(null, response);
50
    })
51

52
}
53

54
async function get_wait_time(context, event, callback) {
55
    const client = context.getTwilioClient();
56

57
    let current_timestamp = new Date().getTime();
58

59
    if ((current_timestamp - context.Queue_Estimated_Wait_Time_Last_Updated) > context.Queue_Update_Interval) {
60

61
        let average_task_acceptance_time = await get_queue_cumulative_statistics(client, context.Workspace_SID, context.Task_Queue_SID, 'avgTaskAcceptanceTime');
62

63
        context.Queue_Estimated_Wait_Time = parseInt(average_task_acceptance_time);
64

65
        await client.serverless.services(context.Service_SID)
66
            .environments(context.Environment_SID)
67
            .variables(context.VAR_QEWT_SID)
68
            .update({
69
                        key: 'Queue_Estimated_Wait_Time',
70
                        value: average_task_acceptance_time
71
                    });
72
        await client.serverless.services(context.Service_SID)
73
            .environments(context.Environment_SID)
74
            .variables(context.VAR_QEWTLU_SID)
75
            .update({
76
                        key: 'Queue_Estimated_Wait_Time_Last_Updated',
77
                        value: current_timestamp
78
                    });
79

80
    }
81

82
    return context.Queue_Estimated_Wait_Time;
83
}
84

85
async function get_queue_cumulative_statistics(twilio_client, workspace_sid, task_queue_sid, stat_name) {
86
    return twilio_client.taskrouter.workspaces(workspace_sid)
87
        .taskQueues(task_queue_sid)
88
        .cumulativeStatistics()
89
        .fetch()
90
        .then(stats => {
91
            return (stats[stat_name]);
92
        });
93
}

1
/**
2
 * This function expects the same environment variables as the wait_time.js
3
 *
4
 * Expected variables from context:
5
 * - Queue_Estimated_Wait_Time - initial value of 0, used by script to cache value of average task acceptance time
6
 * - Queue_Estimated_Wait_Time_Last_Updated - initial value of 0, used by script to cache timestamp of last update of
7
 * Queue_Estimated_Wait_Time
8
 * - Queue_Update_Interval - average time update interval in milliseconds, initial value of 60000
9
 * - Workspace_SID
10
 * - Task_Queue_SID
11
 * - Service_SID
12
 * - Environment_SID
13
 * - VAR_QEWTLU_SID - SID of variable Queue_Estimated_Wait_Time_Last_Updated
14
 * - VAR_QEWT_SID - SID of variable Queue_Estimated_Wait_Time
15
 */
16
exports.handler = function(context, event, callback) {
17
    let twiml = new Twilio.twiml.VoiceResponse();
18

19
    get_wait_time(context).then(avg_wait_time => {
20
        let action_url = "https://" + context.DOMAIN_NAME + '/' + 'transfer_to_vht';
21
        if (avg_wait_time > 120) {
22
            twiml.gather({action: action_url})
23
                .say(`Your call will be routed to an agent in approximately ${avg_wait_time / 60} minutes. Press 1 if you want to be called back`);
24
        }
25
        return callback(null, twiml);
26
    });
27

28
};

1
exports.handler = function(context, event, callback) {
2
    let response = new Twilio.twiml.VoiceResponse();
3

4
    let gathered_digits = 0;
5
    if (event['Digits']) {
6
        gathered_digits = parseInt(event['Digits']);
7
    }
8
    if (gathered_digits && (gathered_digits === 1)) {
9
        // leave Flex queue and continue with next node connected to Task completed
10
        response.leave();
11
    }
12

13
    return callback(null, response);
14

15
};