Skip to content Skip to navigation Skip to topbar

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

Configure a workspace using the Twilio TaskRouter REST API.
Listen for incoming calls and let the user select a product with the dial pad.
Create a Task with the selected product and let TaskRouter handle it.
Store missed calls so agents can return the call to customers.

Configure the Workspace

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

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

/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. 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

In this application the Gradle task 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:

hostname - A public URL to which Twilio can send requests. This can be either a cloud service or ngrok, which can expose a local application to the internet.
bobPhone - The telephone number of Bob, the Programmable SMS specialist.
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

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

1package com.twilio.taskrouter.application;
2
3import com.google.inject.Guice;
4import com.google.inject.Injector;
5import com.twilio.rest.taskrouter.v1.workspace.Activity;
6import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;
7import com.twilio.rest.taskrouter.v1.workspace.Workflow;
8import com.twilio.taskrouter.WorkflowRule;
9import com.twilio.taskrouter.WorkflowRuleTarget;
10import com.twilio.taskrouter.domain.common.TwilioAppSettings;
11import com.twilio.taskrouter.domain.common.Utils;
12import com.twilio.taskrouter.domain.error.TaskRouterException;
13import com.twilio.taskrouter.domain.model.WorkspaceFacade;
14import org.apache.commons.lang3.StringUtils;
15import org.apache.commons.lang3.text.StrSubstitutor;
16
17import javax.json.Json;
18import javax.json.JsonArray;
19import javax.json.JsonObject;
20import javax.json.JsonReader;
21import java.io.File;
22import java.io.IOException;
23import java.io.StringReader;
24import java.net.URISyntaxException;
25import java.net.URL;
26import java.util.Arrays;
27import java.util.HashMap;
28import java.util.List;
29import java.util.Map;
30import java.util.Optional;
31import java.util.Properties;
32import java.util.logging.Logger;
33import java.util.stream.Collectors;
34
35import 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 */
43class 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

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

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

1package com.twilio.taskrouter.domain.model;
2
3import com.fasterxml.jackson.databind.ObjectMapper;
4import com.twilio.base.ResourceSet;
5import com.twilio.http.TwilioRestClient;
6import com.twilio.rest.taskrouter.v1.Workspace;
7import com.twilio.rest.taskrouter.v1.WorkspaceCreator;
8import com.twilio.rest.taskrouter.v1.WorkspaceDeleter;
9import com.twilio.rest.taskrouter.v1.WorkspaceFetcher;
10import com.twilio.rest.taskrouter.v1.WorkspaceReader;
11import com.twilio.rest.taskrouter.v1.workspace.Activity;
12import com.twilio.rest.taskrouter.v1.workspace.ActivityReader;
13import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;
14import com.twilio.rest.taskrouter.v1.workspace.TaskQueueCreator;
15import com.twilio.rest.taskrouter.v1.workspace.TaskQueueReader;
16import com.twilio.rest.taskrouter.v1.workspace.Worker;
17import com.twilio.rest.taskrouter.v1.workspace.WorkerCreator;
18import com.twilio.rest.taskrouter.v1.workspace.WorkerReader;
19import com.twilio.rest.taskrouter.v1.workspace.WorkerUpdater;
20import com.twilio.rest.taskrouter.v1.workspace.Workflow;
21import com.twilio.rest.taskrouter.v1.workspace.WorkflowCreator;
22import com.twilio.rest.taskrouter.v1.workspace.WorkflowReader;
23import com.twilio.taskrouter.domain.error.TaskRouterException;
24
25import java.io.IOException;
26import java.util.HashMap;
27import java.util.Map;
28import java.util.Optional;
29import java.util.stream.StreamSupport;
30
31public 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

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

Creating the Workers

1package com.twilio.taskrouter.application;
2
3import com.google.inject.Guice;
4import com.google.inject.Injector;
5import com.twilio.rest.taskrouter.v1.workspace.Activity;
6import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;
7import com.twilio.rest.taskrouter.v1.workspace.Workflow;
8import com.twilio.taskrouter.WorkflowRule;
9import com.twilio.taskrouter.WorkflowRuleTarget;
10import com.twilio.taskrouter.domain.common.TwilioAppSettings;
11import com.twilio.taskrouter.domain.common.Utils;
12import com.twilio.taskrouter.domain.error.TaskRouterException;
13import com.twilio.taskrouter.domain.model.WorkspaceFacade;
14import org.apache.commons.lang3.StringUtils;
15import org.apache.commons.lang3.text.StrSubstitutor;
16
17import javax.json.Json;
18import javax.json.JsonArray;
19import javax.json.JsonObject;
20import javax.json.JsonReader;
21import java.io.File;
22import java.io.IOException;
23import java.io.StringReader;
24import java.net.URISyntaxException;
25import java.net.URL;
26import java.util.Arrays;
27import java.util.HashMap;
28import java.util.List;
29import java.util.Map;
30import java.util.Optional;
31import java.util.Properties;
32import java.util.logging.Logger;
33import java.util.stream.Collectors;
34
35import 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 */
43class 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

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:

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

Creating the Task Queues

1package com.twilio.taskrouter.application;
2
3import com.google.inject.Guice;
4import com.google.inject.Injector;
5import com.twilio.rest.taskrouter.v1.workspace.Activity;
6import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;
7import com.twilio.rest.taskrouter.v1.workspace.Workflow;
8import com.twilio.taskrouter.WorkflowRule;
9import com.twilio.taskrouter.WorkflowRuleTarget;
10import com.twilio.taskrouter.domain.common.TwilioAppSettings;
11import com.twilio.taskrouter.domain.common.Utils;
12import com.twilio.taskrouter.domain.error.TaskRouterException;
13import com.twilio.taskrouter.domain.model.WorkspaceFacade;
14import org.apache.commons.lang3.StringUtils;
15import org.apache.commons.lang3.text.StrSubstitutor;
16
17import javax.json.Json;
18import javax.json.JsonArray;
19import javax.json.JsonObject;
20import javax.json.JsonReader;
21import java.io.File;
22import java.io.IOException;
23import java.io.StringReader;
24import java.net.URISyntaxException;
25import java.net.URL;
26import java.util.Arrays;
27import java.util.HashMap;
28import java.util.List;
29import java.util.Map;
30import java.util.Optional;
31import java.util.Properties;
32import java.util.logging.Logger;
33import java.util.stream.Collectors;
34
35import 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 */
43class 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

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

FriendlyName as the name of a Workflow.
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.
TaskReservationTimeout as the maximum time we want to wait until a Worker handles a Task.
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

Creating a Workflow

1package com.twilio.taskrouter.application;
2
3import com.google.inject.Guice;
4import com.google.inject.Injector;
5import com.twilio.rest.taskrouter.v1.workspace.Activity;
6import com.twilio.rest.taskrouter.v1.workspace.TaskQueue;
7import com.twilio.rest.taskrouter.v1.workspace.Workflow;
8import com.twilio.taskrouter.WorkflowRule;
9import com.twilio.taskrouter.WorkflowRuleTarget;
10import com.twilio.taskrouter.domain.common.TwilioAppSettings;
11import com.twilio.taskrouter.domain.common.Utils;
12import com.twilio.taskrouter.domain.error.TaskRouterException;
13import com.twilio.taskrouter.domain.model.WorkspaceFacade;
14import org.apache.commons.lang3.StringUtils;
15import org.apache.commons.lang3.text.StrSubstitutor;
16
17import javax.json.Json;
18import javax.json.JsonArray;
19import javax.json.JsonObject;
20import javax.json.JsonReader;
21import java.io.File;
22import java.io.IOException;
23import java.io.StringReader;
24import java.net.URISyntaxException;
25import java.net.URL;
26import java.util.Arrays;
27import java.util.HashMap;
28import java.util.List;
29import java.util.Map;
30import java.util.Optional;
31import java.util.Properties;
32import java.util.logging.Logger;
33import java.util.stream.Collectors;
34
35import 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 */
43class 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

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

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

1package com.twilio.taskrouter.application.servlet;
2
3
4import com.twilio.twiml.Gather;
5import com.twilio.twiml.Method;
6import com.twilio.twiml.Say;
7import com.twilio.twiml.TwiMLException;
8import com.twilio.twiml.VoiceResponse;
9
10import javax.inject.Singleton;
11import javax.servlet.ServletException;
12import javax.servlet.http.HttpServlet;
13import javax.servlet.http.HttpServletRequest;
14import javax.servlet.http.HttpServletResponse;
15import java.io.IOException;
16import java.util.logging.Level;
17import java.util.logging.Logger;
18
19/**
20 * Returns TwiML instructions to TwilioAppSettings's POST requests
21 */
22@Singleton
23public 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

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

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

1package com.twilio.taskrouter.application.servlet;
2
3import com.twilio.taskrouter.domain.common.TwilioAppSettings;
4import com.twilio.twiml.EnqueueTask;
5import com.twilio.twiml.Task;
6import com.twilio.twiml.TwiMLException;
7import com.twilio.twiml.VoiceResponse;
8
9import javax.inject.Inject;
10import javax.inject.Singleton;
11import javax.servlet.ServletException;
12import javax.servlet.http.HttpServlet;
13import javax.servlet.http.HttpServletRequest;
14import javax.servlet.http.HttpServletResponse;
15import java.io.IOException;
16import java.util.Optional;
17import java.util.logging.Level;
18import java.util.logging.Logger;
19
20import static java.lang.String.format;
21
22/**
23 * Selects a product by creating a Task on the TaskRouter Workflow
24 */
25@Singleton
26public 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

When TaskRouter selects a Worker, it does the following:

The Task's Assignment Status is set to reserved
A Reservation instance is generated, linking the Task to the selected Worker
At the same time the Reservation is created, a POST request is made to the Workflow's AssignmentCallbackURL, which was configured using the Gradle task createWorkspace

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

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

1package com.twilio.taskrouter.application.servlet;
2
3import com.twilio.taskrouter.domain.common.TwilioAppSettings;
4
5import javax.inject.Inject;
6import javax.inject.Singleton;
7import javax.json.Json;
8import javax.servlet.ServletException;
9import javax.servlet.http.HttpServlet;
10import javax.servlet.http.HttpServletRequest;
11import javax.servlet.http.HttpServletResponse;
12import java.io.IOException;
13
14/**
15 * Servlet for Task assignments
16 */
17@Singleton
18public 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

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

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

1package com.twilio.taskrouter.application.servlet;
2
3import com.google.inject.persist.Transactional;
4import com.twilio.rest.api.v2010.account.MessageCreator;
5import com.twilio.taskrouter.domain.common.TwilioAppSettings;
6import com.twilio.taskrouter.domain.model.MissedCall;
7import com.twilio.taskrouter.domain.repository.MissedCallRepository;
8import com.twilio.type.PhoneNumber;
9
10import javax.inject.Inject;
11import javax.inject.Singleton;
12import javax.json.Json;
13import javax.json.JsonObject;
14import javax.servlet.ServletException;
15import javax.servlet.http.HttpServlet;
16import javax.servlet.http.HttpServletRequest;
17import javax.servlet.http.HttpServletResponse;
18import java.io.IOException;
19import java.io.StringReader;
20import java.util.Optional;
21import java.util.logging.Logger;
22
23/**
24 * Servlet for Events callback for missed calls
25 */
26@Singleton
27public 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

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

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

1package com.twilio.taskrouter.application.servlet;
2
3import com.google.inject.Singleton;
4import com.twilio.taskrouter.domain.model.WorkspaceFacade;
5import com.twilio.twiml.Sms;
6import com.twilio.twiml.TwiMLException;
7import com.twilio.twiml.VoiceResponse;
8
9import javax.inject.Inject;
10import javax.servlet.ServletException;
11import javax.servlet.http.HttpServlet;
12import javax.servlet.http.HttpServletRequest;
13import javax.servlet.http.HttpServletResponse;
14import java.io.IOException;
15import java.util.Optional;
16import java.util.logging.Level;
17import 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
24public 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?

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

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