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Dynamic Call Center with Python and Django

In this tutorial we will show how to automate the routing of calls from customers to your support agents. In this example customers would select a product, then be connected to a specialist for that product. If no one is available our customer's number will be saved so that our agent can call them back.

This is what the application does at a high level

Configure a workspace using the Twilio TaskRouter REST API.
Listen for incoming calls and let the user select a product with the dial pad.
Create a Task with the selected product and let TaskRouter handle it.
Store missed calls so agents can return the call to customers.
Redirect users to a voice mail when no one answers the call.
Allow agents to change their status (Available/Offline) via SMS.

Configure the Workspace

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

In this Django application we'll do this setup when we start up the app.

A Workspace is the container element for any TaskRouter application. The elements are:

Tasks - Represents a customer trying to contact an agent
Workers - The agents responsible for handling Tasks
Task Queues - Holds Tasks to be consumed by a set of Workers
Workflows - Responsible for placing Tasks into Task Queues
Activities - Possible states of a Worker. Eg: idle, offline, busy

In order to build a client for this API, we need a TWILIO_ACCOUNT_SID and TWILIO_AUTH_TOKEN which you can find on Twilio Console. The function build_client configures and returns a TwilioTaskRouterClient, which is provided by the Twilio Python library.

Create, Setup and Configure the Workspace

task_router/workspace.py

1import json
2
3from django.conf import settings
4from twilio.rest import Client
5
6HOST = settings.HOST
7ALICE_NUMBER = settings.ALICE_NUMBER
8BOB_NUMBER = settings.BOB_NUMBER
9WORKSPACE_NAME = 'Twilio Workspace'
10
11
12def first(items):
13    return items[0] if items else None
14
15
16def build_client():
17    account_sid = settings.TWILIO_ACCOUNT_SID
18    auth_token = settings.TWILIO_AUTH_TOKEN
19    return Client(account_sid, auth_token)
20
21
22CACHE = {}
23
24
25def activities_dict(client, workspace_sid):
26    activities = client.taskrouter.workspaces(workspace_sid)\
27                                  .activities.list()
28
29    return {activity.friendly_name: activity for activity in activities}
30
31
32class WorkspaceInfo:
33
34    def __init__(self, workspace, workflow, activities, workers):
35        self.workflow_sid = workflow.sid
36        self.workspace_sid = workspace.sid
37        self.activities = activities
38        self.post_work_activity_sid = activities['Available'].sid
39        self.workers = workers
40
41
42def setup():
43    client = build_client()
44    if 'WORKSPACE_INFO' not in CACHE:
45        workspace = create_workspace(client)
46        activities = activities_dict(client, workspace.sid)
47        workers = create_workers(client, workspace, activities)
48        queues = create_task_queues(client, workspace, activities)
49        workflow = create_workflow(client, workspace, queues)
50        CACHE['WORKSPACE_INFO'] = WorkspaceInfo(workspace, workflow, activities, workers)
51    return CACHE['WORKSPACE_INFO']
52
53
54def create_workspace(client):
55    try:
56        workspace = first(client.taskrouter.workspaces.list(friendly_name=WORKSPACE_NAME))
57        client.taskrouter.workspaces(workspace.sid).delete()
58    except Exception:
59        pass
60
61    events_callback = HOST + '/events/'
62
63    return client.taskrouter.workspaces.create(
64            friendly_name=WORKSPACE_NAME,
65            event_callback_url=events_callback,
66            template=None)
67
68
69def create_workers(client, workspace, activities):
70    alice_attributes = {
71        "products": ["ProgrammableVoice"],
72        "contact_uri": ALICE_NUMBER
73    }
74
75    alice = client.taskrouter.workspaces(workspace.sid)\
76                  .workers.create(friendly_name='Alice',
77                                  attributes=json.dumps(alice_attributes))
78
79    bob_attributes = {
80        "products": ["ProgrammableSMS"],
81        "contact_uri": BOB_NUMBER
82    }
83
84    bob = client.taskrouter.workspaces(workspace.sid)\
85                .workers.create(friendly_name='Bob',
86                                attributes=json.dumps(bob_attributes))
87
88    return {BOB_NUMBER: bob.sid, ALICE_NUMBER: alice.sid}
89
90
91def create_task_queues(client, workspace, activities):
92    default_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
93                    .create(friendly_name='Default',
94                            assignment_activity_sid=activities['Unavailable'].sid,
95                            target_workers='1==1')
96
97    sms_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
98                      .create(friendly_name='SMS',
99                              assignment_activity_sid=activities['Unavailable'].sid,
100                              target_workers='"ProgrammableSMS" in products')
101
102    voice_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
103                        .create(friendly_name='Voice',
104                                assignment_activity_sid=activities['Unavailable'].sid,
105                                target_workers='"ProgrammableVoice" in products')
106
107    return {'sms': sms_queue, 'voice': voice_queue, 'default': default_queue}
108
109
110def create_workflow(client, workspace, queues):
111    defaultTarget = {
112        'queue': queues['sms'].sid,
113        'priority': 5,
114        'timeout': 30
115    }
116
117    smsTarget = {
118        'queue': queues['sms'].sid,
119        'priority': 5,
120        'timeout': 30
121    }
122
123    voiceTarget = {
124        'queue': queues['voice'].sid,
125        'priority': 5,
126        'timeout': 30
127    }
128
129    default_filter = {
130        'filter_friendly_name': 'Default Filter',
131        'queue': queues['default'].sid,
132        'Expression': '1==1',
133        'priority': 1,
134        'timeout': 30
135    }
136
137    voiceFilter = {
138        'filter_friendly_name': 'Voice Filter',
139        'expression': 'selected_product=="ProgrammableVoice"',
140        'targets': [voiceTarget, defaultTarget]
141    }
142
143    smsFilter = {
144        'filter_friendly_name': 'SMS Filter',
145        'expression': 'selected_product=="ProgrammableSMS"',
146        'targets': [smsTarget, defaultTarget]
147    }
148
149    config = {
150        'task_routing': {
151            'filters': [voiceFilter, smsFilter],
152            'default_filter': default_filter
153        }
154    }
155
156    callback_url = HOST + '/assignment/'
157
158    return client.taskrouter.workspaces(workspace.sid)\
159                 .workflows.create(friendly_name='Sales',
160                                   assignment_callback_url=callback_url,
161                                   fallback_assignment_callback_url=callback_url,
162                                   task_reservation_timeout=15,
163                                   configuration=json.dumps(config))

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 friendly_name as the one we are trying to create. In order to create a workspace we need to provide a friendly_name and a event_callback_url where a requests will be made every time an event is triggered in our workspace.

Create Workspace

task_router/workspace.py

1import json
2
3from django.conf import settings
4from twilio.rest import Client
5
6HOST = settings.HOST
7ALICE_NUMBER = settings.ALICE_NUMBER
8BOB_NUMBER = settings.BOB_NUMBER
9WORKSPACE_NAME = 'Twilio Workspace'
10
11
12def first(items):
13    return items[0] if items else None
14
15
16def build_client():
17    account_sid = settings.TWILIO_ACCOUNT_SID
18    auth_token = settings.TWILIO_AUTH_TOKEN
19    return Client(account_sid, auth_token)
20
21
22CACHE = {}
23
24
25def activities_dict(client, workspace_sid):
26    activities = client.taskrouter.workspaces(workspace_sid)\
27                                  .activities.list()
28
29    return {activity.friendly_name: activity for activity in activities}
30
31
32class WorkspaceInfo:
33
34    def __init__(self, workspace, workflow, activities, workers):
35        self.workflow_sid = workflow.sid
36        self.workspace_sid = workspace.sid
37        self.activities = activities
38        self.post_work_activity_sid = activities['Available'].sid
39        self.workers = workers
40
41
42def setup():
43    client = build_client()
44    if 'WORKSPACE_INFO' not in CACHE:
45        workspace = create_workspace(client)
46        activities = activities_dict(client, workspace.sid)
47        workers = create_workers(client, workspace, activities)
48        queues = create_task_queues(client, workspace, activities)
49        workflow = create_workflow(client, workspace, queues)
50        CACHE['WORKSPACE_INFO'] = WorkspaceInfo(workspace, workflow, activities, workers)
51    return CACHE['WORKSPACE_INFO']
52
53
54def create_workspace(client):
55    try:
56        workspace = first(client.taskrouter.workspaces.list(friendly_name=WORKSPACE_NAME))
57        client.taskrouter.workspaces(workspace.sid).delete()
58    except Exception:
59        pass
60
61    events_callback = HOST + '/events/'
62
63    return client.taskrouter.workspaces.create(
64            friendly_name=WORKSPACE_NAME,
65            event_callback_url=events_callback,
66            template=None)
67
68
69def create_workers(client, workspace, activities):
70    alice_attributes = {
71        "products": ["ProgrammableVoice"],
72        "contact_uri": ALICE_NUMBER
73    }
74
75    alice = client.taskrouter.workspaces(workspace.sid)\
76                  .workers.create(friendly_name='Alice',
77                                  attributes=json.dumps(alice_attributes))
78
79    bob_attributes = {
80        "products": ["ProgrammableSMS"],
81        "contact_uri": BOB_NUMBER
82    }
83
84    bob = client.taskrouter.workspaces(workspace.sid)\
85                .workers.create(friendly_name='Bob',
86                                attributes=json.dumps(bob_attributes))
87
88    return {BOB_NUMBER: bob.sid, ALICE_NUMBER: alice.sid}
89
90
91def create_task_queues(client, workspace, activities):
92    default_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
93                    .create(friendly_name='Default',
94                            assignment_activity_sid=activities['Unavailable'].sid,
95                            target_workers='1==1')
96
97    sms_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
98                      .create(friendly_name='SMS',
99                              assignment_activity_sid=activities['Unavailable'].sid,
100                              target_workers='"ProgrammableSMS" in products')
101
102    voice_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
103                        .create(friendly_name='Voice',
104                                assignment_activity_sid=activities['Unavailable'].sid,
105                                target_workers='"ProgrammableVoice" in products')
106
107    return {'sms': sms_queue, 'voice': voice_queue, 'default': default_queue}
108
109
110def create_workflow(client, workspace, queues):
111    defaultTarget = {
112        'queue': queues['sms'].sid,
113        'priority': 5,
114        'timeout': 30
115    }
116
117    smsTarget = {
118        'queue': queues['sms'].sid,
119        'priority': 5,
120        'timeout': 30
121    }
122
123    voiceTarget = {
124        'queue': queues['voice'].sid,
125        'priority': 5,
126        'timeout': 30
127    }
128
129    default_filter = {
130        'filter_friendly_name': 'Default Filter',
131        'queue': queues['default'].sid,
132        'Expression': '1==1',
133        'priority': 1,
134        'timeout': 30
135    }
136
137    voiceFilter = {
138        'filter_friendly_name': 'Voice Filter',
139        'expression': 'selected_product=="ProgrammableVoice"',
140        'targets': [voiceTarget, defaultTarget]
141    }
142
143    smsFilter = {
144        'filter_friendly_name': 'SMS Filter',
145        'expression': 'selected_product=="ProgrammableSMS"',
146        'targets': [smsTarget, defaultTarget]
147    }
148
149    config = {
150        'task_routing': {
151            'filters': [voiceFilter, smsFilter],
152            'default_filter': default_filter
153        }
154    }
155
156    callback_url = HOST + '/assignment/'
157
158    return client.taskrouter.workspaces(workspace.sid)\
159                 .workflows.create(friendly_name='Sales',
160                                   assignment_callback_url=callback_url,
161                                   fallback_assignment_callback_url=callback_url,
162                                   task_reservation_timeout=15,
163                                   configuration=json.dumps(config))

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.

A set of default activities is created with your workspace. We use the Idle activity to make a worker available for incoming calls.

Create Workers

task_router/workspace.py

1import json
2
3from django.conf import settings
4from twilio.rest import Client
5
6HOST = settings.HOST
7ALICE_NUMBER = settings.ALICE_NUMBER
8BOB_NUMBER = settings.BOB_NUMBER
9WORKSPACE_NAME = 'Twilio Workspace'
10
11
12def first(items):
13    return items[0] if items else None
14
15
16def build_client():
17    account_sid = settings.TWILIO_ACCOUNT_SID
18    auth_token = settings.TWILIO_AUTH_TOKEN
19    return Client(account_sid, auth_token)
20
21
22CACHE = {}
23
24
25def activities_dict(client, workspace_sid):
26    activities = client.taskrouter.workspaces(workspace_sid)\
27                                  .activities.list()
28
29    return {activity.friendly_name: activity for activity in activities}
30
31
32class WorkspaceInfo:
33
34    def __init__(self, workspace, workflow, activities, workers):
35        self.workflow_sid = workflow.sid
36        self.workspace_sid = workspace.sid
37        self.activities = activities
38        self.post_work_activity_sid = activities['Available'].sid
39        self.workers = workers
40
41
42def setup():
43    client = build_client()
44    if 'WORKSPACE_INFO' not in CACHE:
45        workspace = create_workspace(client)
46        activities = activities_dict(client, workspace.sid)
47        workers = create_workers(client, workspace, activities)
48        queues = create_task_queues(client, workspace, activities)
49        workflow = create_workflow(client, workspace, queues)
50        CACHE['WORKSPACE_INFO'] = WorkspaceInfo(workspace, workflow, activities, workers)
51    return CACHE['WORKSPACE_INFO']
52
53
54def create_workspace(client):
55    try:
56        workspace = first(client.taskrouter.workspaces.list(friendly_name=WORKSPACE_NAME))
57        client.taskrouter.workspaces(workspace.sid).delete()
58    except Exception:
59        pass
60
61    events_callback = HOST + '/events/'
62
63    return client.taskrouter.workspaces.create(
64            friendly_name=WORKSPACE_NAME,
65            event_callback_url=events_callback,
66            template=None)
67
68
69def create_workers(client, workspace, activities):
70    alice_attributes = {
71        "products": ["ProgrammableVoice"],
72        "contact_uri": ALICE_NUMBER
73    }
74
75    alice = client.taskrouter.workspaces(workspace.sid)\
76                  .workers.create(friendly_name='Alice',
77                                  attributes=json.dumps(alice_attributes))
78
79    bob_attributes = {
80        "products": ["ProgrammableSMS"],
81        "contact_uri": BOB_NUMBER
82    }
83
84    bob = client.taskrouter.workspaces(workspace.sid)\
85                .workers.create(friendly_name='Bob',
86                                attributes=json.dumps(bob_attributes))
87
88    return {BOB_NUMBER: bob.sid, ALICE_NUMBER: alice.sid}
89
90
91def create_task_queues(client, workspace, activities):
92    default_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
93                    .create(friendly_name='Default',
94                            assignment_activity_sid=activities['Unavailable'].sid,
95                            target_workers='1==1')
96
97    sms_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
98                      .create(friendly_name='SMS',
99                              assignment_activity_sid=activities['Unavailable'].sid,
100                              target_workers='"ProgrammableSMS" in products')
101
102    voice_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
103                        .create(friendly_name='Voice',
104                                assignment_activity_sid=activities['Unavailable'].sid,
105                                target_workers='"ProgrammableVoice" in products')
106
107    return {'sms': sms_queue, 'voice': voice_queue, 'default': default_queue}
108
109
110def create_workflow(client, workspace, queues):
111    defaultTarget = {
112        'queue': queues['sms'].sid,
113        'priority': 5,
114        'timeout': 30
115    }
116
117    smsTarget = {
118        'queue': queues['sms'].sid,
119        'priority': 5,
120        'timeout': 30
121    }
122
123    voiceTarget = {
124        'queue': queues['voice'].sid,
125        'priority': 5,
126        'timeout': 30
127    }
128
129    default_filter = {
130        'filter_friendly_name': 'Default Filter',
131        'queue': queues['default'].sid,
132        'Expression': '1==1',
133        'priority': 1,
134        'timeout': 30
135    }
136
137    voiceFilter = {
138        'filter_friendly_name': 'Voice Filter',
139        'expression': 'selected_product=="ProgrammableVoice"',
140        'targets': [voiceTarget, defaultTarget]
141    }
142
143    smsFilter = {
144        'filter_friendly_name': 'SMS Filter',
145        'expression': 'selected_product=="ProgrammableSMS"',
146        'targets': [smsTarget, defaultTarget]
147    }
148
149    config = {
150        'task_routing': {
151            'filters': [voiceFilter, smsFilter],
152            'default_filter': default_filter
153        }
154    }
155
156    callback_url = HOST + '/assignment/'
157
158    return client.taskrouter.workspaces(workspace.sid)\
159                 .workflows.create(friendly_name='Sales',
160                                   assignment_callback_url=callback_url,
161                                   fallback_assignment_callback_url=callback_url,
162                                   task_reservation_timeout=15,
163                                   configuration=json.dumps(config))

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 friendly_name and a targetWorkers, which is an expression to match Workers. Our Task Queues are:

SMS - Will target Workers specialized in Programmable SMS, such as Bob, using the expression '"ProgrammableSMS" in products'.
Voice - Will do the same for Programmable Voice Workers, such as Alice, using the expression '"ProgrammableVoice" in products'.
Default - This queue targets all users and can be used when there are no specialist around for the chosen product. We can use the "1==1" expression here.

Create Task Queues

task_router/workspace.py

1import json
2
3from django.conf import settings
4from twilio.rest import Client
5
6HOST = settings.HOST
7ALICE_NUMBER = settings.ALICE_NUMBER
8BOB_NUMBER = settings.BOB_NUMBER
9WORKSPACE_NAME = 'Twilio Workspace'
10
11
12def first(items):
13    return items[0] if items else None
14
15
16def build_client():
17    account_sid = settings.TWILIO_ACCOUNT_SID
18    auth_token = settings.TWILIO_AUTH_TOKEN
19    return Client(account_sid, auth_token)
20
21
22CACHE = {}
23
24
25def activities_dict(client, workspace_sid):
26    activities = client.taskrouter.workspaces(workspace_sid)\
27                                  .activities.list()
28
29    return {activity.friendly_name: activity for activity in activities}
30
31
32class WorkspaceInfo:
33
34    def __init__(self, workspace, workflow, activities, workers):
35        self.workflow_sid = workflow.sid
36        self.workspace_sid = workspace.sid
37        self.activities = activities
38        self.post_work_activity_sid = activities['Available'].sid
39        self.workers = workers
40
41
42def setup():
43    client = build_client()
44    if 'WORKSPACE_INFO' not in CACHE:
45        workspace = create_workspace(client)
46        activities = activities_dict(client, workspace.sid)
47        workers = create_workers(client, workspace, activities)
48        queues = create_task_queues(client, workspace, activities)
49        workflow = create_workflow(client, workspace, queues)
50        CACHE['WORKSPACE_INFO'] = WorkspaceInfo(workspace, workflow, activities, workers)
51    return CACHE['WORKSPACE_INFO']
52
53
54def create_workspace(client):
55    try:
56        workspace = first(client.taskrouter.workspaces.list(friendly_name=WORKSPACE_NAME))
57        client.taskrouter.workspaces(workspace.sid).delete()
58    except Exception:
59        pass
60
61    events_callback = HOST + '/events/'
62
63    return client.taskrouter.workspaces.create(
64            friendly_name=WORKSPACE_NAME,
65            event_callback_url=events_callback,
66            template=None)
67
68
69def create_workers(client, workspace, activities):
70    alice_attributes = {
71        "products": ["ProgrammableVoice"],
72        "contact_uri": ALICE_NUMBER
73    }
74
75    alice = client.taskrouter.workspaces(workspace.sid)\
76                  .workers.create(friendly_name='Alice',
77                                  attributes=json.dumps(alice_attributes))
78
79    bob_attributes = {
80        "products": ["ProgrammableSMS"],
81        "contact_uri": BOB_NUMBER
82    }
83
84    bob = client.taskrouter.workspaces(workspace.sid)\
85                .workers.create(friendly_name='Bob',
86                                attributes=json.dumps(bob_attributes))
87
88    return {BOB_NUMBER: bob.sid, ALICE_NUMBER: alice.sid}
89
90
91def create_task_queues(client, workspace, activities):
92    default_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
93                    .create(friendly_name='Default',
94                            assignment_activity_sid=activities['Unavailable'].sid,
95                            target_workers='1==1')
96
97    sms_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
98                      .create(friendly_name='SMS',
99                              assignment_activity_sid=activities['Unavailable'].sid,
100                              target_workers='"ProgrammableSMS" in products')
101
102    voice_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
103                        .create(friendly_name='Voice',
104                                assignment_activity_sid=activities['Unavailable'].sid,
105                                target_workers='"ProgrammableVoice" in products')
106
107    return {'sms': sms_queue, 'voice': voice_queue, 'default': default_queue}
108
109
110def create_workflow(client, workspace, queues):
111    defaultTarget = {
112        'queue': queues['sms'].sid,
113        'priority': 5,
114        'timeout': 30
115    }
116
117    smsTarget = {
118        'queue': queues['sms'].sid,
119        'priority': 5,
120        'timeout': 30
121    }
122
123    voiceTarget = {
124        'queue': queues['voice'].sid,
125        'priority': 5,
126        'timeout': 30
127    }
128
129    default_filter = {
130        'filter_friendly_name': 'Default Filter',
131        'queue': queues['default'].sid,
132        'Expression': '1==1',
133        'priority': 1,
134        'timeout': 30
135    }
136
137    voiceFilter = {
138        'filter_friendly_name': 'Voice Filter',
139        'expression': 'selected_product=="ProgrammableVoice"',
140        'targets': [voiceTarget, defaultTarget]
141    }
142
143    smsFilter = {
144        'filter_friendly_name': 'SMS Filter',
145        'expression': 'selected_product=="ProgrammableSMS"',
146        'targets': [smsTarget, defaultTarget]
147    }
148
149    config = {
150        'task_routing': {
151            'filters': [voiceFilter, smsFilter],
152            'default_filter': default_filter
153        }
154    }
155
156    callback_url = HOST + '/assignment/'
157
158    return client.taskrouter.workspaces(workspace.sid)\
159                 .workflows.create(friendly_name='Sales',
160                                   assignment_callback_url=callback_url,
161                                   fallback_assignment_callback_url=callback_url,
162                                   task_reservation_timeout=15,
163                                   configuration=json.dumps(config))

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

Create a Workflow

Finally, we create the Workflow using the following parameters:

friendly_name as the name of a Workflow.
assignment_callback_url and fallback_assignment_callback_url 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.
task_reservation_timeout as the maximum time we want to wait until a Worker is available for handling a Task.
configuration which is a set of rules for placing Tasks into Task Queues. The routing configuration will take a Task attribute and match it 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

task_router/workspace.py

1import json
2
3from django.conf import settings
4from twilio.rest import Client
5
6HOST = settings.HOST
7ALICE_NUMBER = settings.ALICE_NUMBER
8BOB_NUMBER = settings.BOB_NUMBER
9WORKSPACE_NAME = 'Twilio Workspace'
10
11
12def first(items):
13    return items[0] if items else None
14
15
16def build_client():
17    account_sid = settings.TWILIO_ACCOUNT_SID
18    auth_token = settings.TWILIO_AUTH_TOKEN
19    return Client(account_sid, auth_token)
20
21
22CACHE = {}
23
24
25def activities_dict(client, workspace_sid):
26    activities = client.taskrouter.workspaces(workspace_sid)\
27                                  .activities.list()
28
29    return {activity.friendly_name: activity for activity in activities}
30
31
32class WorkspaceInfo:
33
34    def __init__(self, workspace, workflow, activities, workers):
35        self.workflow_sid = workflow.sid
36        self.workspace_sid = workspace.sid
37        self.activities = activities
38        self.post_work_activity_sid = activities['Available'].sid
39        self.workers = workers
40
41
42def setup():
43    client = build_client()
44    if 'WORKSPACE_INFO' not in CACHE:
45        workspace = create_workspace(client)
46        activities = activities_dict(client, workspace.sid)
47        workers = create_workers(client, workspace, activities)
48        queues = create_task_queues(client, workspace, activities)
49        workflow = create_workflow(client, workspace, queues)
50        CACHE['WORKSPACE_INFO'] = WorkspaceInfo(workspace, workflow, activities, workers)
51    return CACHE['WORKSPACE_INFO']
52
53
54def create_workspace(client):
55    try:
56        workspace = first(client.taskrouter.workspaces.list(friendly_name=WORKSPACE_NAME))
57        client.taskrouter.workspaces(workspace.sid).delete()
58    except Exception:
59        pass
60
61    events_callback = HOST + '/events/'
62
63    return client.taskrouter.workspaces.create(
64            friendly_name=WORKSPACE_NAME,
65            event_callback_url=events_callback,
66            template=None)
67
68
69def create_workers(client, workspace, activities):
70    alice_attributes = {
71        "products": ["ProgrammableVoice"],
72        "contact_uri": ALICE_NUMBER
73    }
74
75    alice = client.taskrouter.workspaces(workspace.sid)\
76                  .workers.create(friendly_name='Alice',
77                                  attributes=json.dumps(alice_attributes))
78
79    bob_attributes = {
80        "products": ["ProgrammableSMS"],
81        "contact_uri": BOB_NUMBER
82    }
83
84    bob = client.taskrouter.workspaces(workspace.sid)\
85                .workers.create(friendly_name='Bob',
86                                attributes=json.dumps(bob_attributes))
87
88    return {BOB_NUMBER: bob.sid, ALICE_NUMBER: alice.sid}
89
90
91def create_task_queues(client, workspace, activities):
92    default_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
93                    .create(friendly_name='Default',
94                            assignment_activity_sid=activities['Unavailable'].sid,
95                            target_workers='1==1')
96
97    sms_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
98                      .create(friendly_name='SMS',
99                              assignment_activity_sid=activities['Unavailable'].sid,
100                              target_workers='"ProgrammableSMS" in products')
101
102    voice_queue = client.taskrouter.workspaces(workspace.sid).task_queues\
103                        .create(friendly_name='Voice',
104                                assignment_activity_sid=activities['Unavailable'].sid,
105                                target_workers='"ProgrammableVoice" in products')
106
107    return {'sms': sms_queue, 'voice': voice_queue, 'default': default_queue}
108
109
110def create_workflow(client, workspace, queues):
111    defaultTarget = {
112        'queue': queues['sms'].sid,
113        'priority': 5,
114        'timeout': 30
115    }
116
117    smsTarget = {
118        'queue': queues['sms'].sid,
119        'priority': 5,
120        'timeout': 30
121    }
122
123    voiceTarget = {
124        'queue': queues['voice'].sid,
125        'priority': 5,
126        'timeout': 30
127    }
128
129    default_filter = {
130        'filter_friendly_name': 'Default Filter',
131        'queue': queues['default'].sid,
132        'Expression': '1==1',
133        'priority': 1,
134        'timeout': 30
135    }
136
137    voiceFilter = {
138        'filter_friendly_name': 'Voice Filter',
139        'expression': 'selected_product=="ProgrammableVoice"',
140        'targets': [voiceTarget, defaultTarget]
141    }
142
143    smsFilter = {
144        'filter_friendly_name': 'SMS Filter',
145        'expression': 'selected_product=="ProgrammableSMS"',
146        'targets': [smsTarget, defaultTarget]
147    }
148
149    config = {
150        'task_routing': {
151            'filters': [voiceFilter, smsFilter],
152            'default_filter': default_filter
153        }
154    }
155
156    callback_url = HOST + '/assignment/'
157
158    return client.taskrouter.workspaces(workspace.sid)\
159                 .workflows.create(friendly_name='Sales',
160                                   assignment_callback_url=callback_url,
161                                   fallback_assignment_callback_url=callback_url,
162                                   task_reservation_timeout=15,
163                                   configuration=json.dumps(config))

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.

Handling Twilio's Requests

task_router/views.py

1import json
2from urllib.parse import quote_plus
3
4from django.conf import settings
5from django.http import HttpResponse, JsonResponse
6from django.shortcuts import render
7from django.urls import reverse
8from django.views.decorators.csrf import csrf_exempt
9from twilio.rest import Client
10from twilio.twiml.messaging_response import MessagingResponse
11from twilio.twiml.voice_response import VoiceResponse
12
13from . import sms_sender, workspace
14from .models import MissedCall
15
16if not getattr(settings, 'TESTING', False):
17    WORKSPACE_INFO = workspace.setup()
18else:
19    WORKSPACE_INFO = None
20
21ACCOUNT_SID = settings.TWILIO_ACCOUNT_SID
22AUTH_TOKEN = settings.TWILIO_AUTH_TOKEN
23TWILIO_NUMBER = settings.TWILIO_NUMBER
24EMAIL = settings.MISSED_CALLS_EMAIL_ADDRESS
25
26
27def root(request):
28    """ Renders a missed calls list, with product and phone number """
29    missed_calls = MissedCall.objects.order_by('-created')
30    return render(request, 'index.html', {
31        'missed_calls': missed_calls
32    })
33
34
35@csrf_exempt
36def incoming_sms(request):
37    """ Changes worker activity and returns a confirmation """
38    client = Client(ACCOUNT_SID, AUTH_TOKEN)
39    activity = 'Available' if request.POST['Body'].lower().strip() == 'on' else 'Offline'
40    activity_sid = WORKSPACE_INFO.activities[activity].sid
41    worker_sid = WORKSPACE_INFO.workers[request.POST['From']]
42    workspace_sid = WORKSPACE_INFO.workspace_sid
43
44    client.workspaces(workspace_sid)\
45          .workers(worker_sid)\
46          .update(activity_sid=activity_sid)
47
48    resp = MessagingResponse()
49    message = 'Your status has changed to ' + activity
50    resp.message(message)
51    return HttpResponse(resp)
52
53
54@csrf_exempt
55def incoming_call(request):
56    """ Returns TwiML instructions to Twilio's POST requests """
57    resp = VoiceResponse()
58    gather = resp.gather(numDigits=1, action=reverse('enqueue'), method="POST")
59    gather.say("For Programmable SMS, press one. For Voice, press any other key.")
60
61    return HttpResponse(resp)
62
63
64@csrf_exempt
65def enqueue(request):
66    """ Parses a selected product, creating a Task on Task Router Workflow """
67    resp = VoiceResponse()
68    digits = request.POST['Digits']
69    selected_product = 'ProgrammableSMS' if digits == '1' else 'ProgrammableVoice'
70    task = {'selected_product': selected_product}
71
72    enqueue = resp.enqueue(None, workflowSid=WORKSPACE_INFO.workflow_sid)
73    enqueue.task(json.dumps(task))
74
75    return HttpResponse(resp)
76
77
78@csrf_exempt
79def assignment(request):
80    """ Task assignment """
81    response = {'instruction': 'dequeue',
82                'post_work_activity_sid': WORKSPACE_INFO.post_work_activity_sid}
83    return JsonResponse(response)
84
85
86@csrf_exempt
87def events(request):
88    """ Events callback for missed calls """
89    POST = request.POST
90    event_type = POST.get('EventType')
91    task_events = ['workflow.timeout', 'task.canceled']
92    worker_event = 'worker.activity.update'
93
94    if event_type in task_events:
95        task_attributes = json.loads(POST['TaskAttributes'])
96        _save_missed_call(task_attributes)
97        if event_type == 'workflow.timeout':
98            _voicemail(task_attributes['call_sid'])
99    elif event_type == worker_event and POST['WorkerActivityName'] == 'Offline':
100        message = 'Your status has changed to Offline. Reply with '\
101            '"On" to get back Online'
102        worker_number = json.loads(POST['WorkerAttributes'])['contact_uri']
103        sms_sender.send(to=worker_number, from_=TWILIO_NUMBER, body=message)
104
105    return HttpResponse('')
106
107
108def _voicemail(call_sid):
109    msg = 'Sorry, All agents are busy. Please leave a message. We will call you as soon as possible'
110    route_url = 'http://twimlets.com/voicemail?Email=' + EMAIL + '&Message=' + quote_plus(msg)
111    route_call(call_sid, route_url)
112
113
114def route_call(call_sid, route_url):
115    client = Client(ACCOUNT_SID, AUTH_TOKEN)
116    client.api.calls(call_sid).update(url=route_url)
117
118
119def _save_missed_call(task_attributes):
120    MissedCall.objects.create(
121            phone_number=task_attributes['from'],
122            selected_product=task_attributes['selected_product'])
123
124
125# Only used by the tests in order to patch requests before any call is made
126def setup_workspace():
127    global WORKSPACE_INFO
128    WORKSPACE_INFO = workspace.setup()

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

TwiML™ Voice: <Enqueue>Create a Task

This is the endpoint set as the action URL on the Gather verb on the previous step. A request is made to this endpoint when the user presses a key during the call. This request has a Digits parameter that holds the pressed keys. A Task will be created based on the pressed digit with the selected_product as an attribute. The Workflow will take this Task's attributes and match with the configured expressions in order to find a Task Queue for this Task, so an appropriate available Worker can be assigned to handle it.

We use the Enqueue verb with a WorkflowSid attribute to integrate with TaskRouter. Then the voice call will be put on hold while TaskRouter tries to find an available Worker to handle this Task.

Create a Task

task_router/views.py

1import json
2from urllib.parse import quote_plus
3
4from django.conf import settings
5from django.http import HttpResponse, JsonResponse
6from django.shortcuts import render
7from django.urls import reverse
8from django.views.decorators.csrf import csrf_exempt
9from twilio.rest import Client
10from twilio.twiml.messaging_response import MessagingResponse
11from twilio.twiml.voice_response import VoiceResponse
12
13from . import sms_sender, workspace
14from .models import MissedCall
15
16if not getattr(settings, 'TESTING', False):
17    WORKSPACE_INFO = workspace.setup()
18else:
19    WORKSPACE_INFO = None
20
21ACCOUNT_SID = settings.TWILIO_ACCOUNT_SID
22AUTH_TOKEN = settings.TWILIO_AUTH_TOKEN
23TWILIO_NUMBER = settings.TWILIO_NUMBER
24EMAIL = settings.MISSED_CALLS_EMAIL_ADDRESS
25
26
27def root(request):
28    """ Renders a missed calls list, with product and phone number """
29    missed_calls = MissedCall.objects.order_by('-created')
30    return render(request, 'index.html', {
31        'missed_calls': missed_calls
32    })
33
34
35@csrf_exempt
36def incoming_sms(request):
37    """ Changes worker activity and returns a confirmation """
38    client = Client(ACCOUNT_SID, AUTH_TOKEN)
39    activity = 'Available' if request.POST['Body'].lower().strip() == 'on' else 'Offline'
40    activity_sid = WORKSPACE_INFO.activities[activity].sid
41    worker_sid = WORKSPACE_INFO.workers[request.POST['From']]
42    workspace_sid = WORKSPACE_INFO.workspace_sid
43
44    client.workspaces(workspace_sid)\
45          .workers(worker_sid)\
46          .update(activity_sid=activity_sid)
47
48    resp = MessagingResponse()
49    message = 'Your status has changed to ' + activity
50    resp.message(message)
51    return HttpResponse(resp)
52
53
54@csrf_exempt
55def incoming_call(request):
56    """ Returns TwiML instructions to Twilio's POST requests """
57    resp = VoiceResponse()
58    gather = resp.gather(numDigits=1, action=reverse('enqueue'), method="POST")
59    gather.say("For Programmable SMS, press one. For Voice, press any other key.")
60
61    return HttpResponse(resp)
62
63
64@csrf_exempt
65def enqueue(request):
66    """ Parses a selected product, creating a Task on Task Router Workflow """
67    resp = VoiceResponse()
68    digits = request.POST['Digits']
69    selected_product = 'ProgrammableSMS' if digits == '1' else 'ProgrammableVoice'
70    task = {'selected_product': selected_product}
71
72    enqueue = resp.enqueue(None, workflowSid=WORKSPACE_INFO.workflow_sid)
73    enqueue.task(json.dumps(task))
74
75    return HttpResponse(resp)
76
77
78@csrf_exempt
79def assignment(request):
80    """ Task assignment """
81    response = {'instruction': 'dequeue',
82                'post_work_activity_sid': WORKSPACE_INFO.post_work_activity_sid}
83    return JsonResponse(response)
84
85
86@csrf_exempt
87def events(request):
88    """ Events callback for missed calls """
89    POST = request.POST
90    event_type = POST.get('EventType')
91    task_events = ['workflow.timeout', 'task.canceled']
92    worker_event = 'worker.activity.update'
93
94    if event_type in task_events:
95        task_attributes = json.loads(POST['TaskAttributes'])
96        _save_missed_call(task_attributes)
97        if event_type == 'workflow.timeout':
98            _voicemail(task_attributes['call_sid'])
99    elif event_type == worker_event and POST['WorkerActivityName'] == 'Offline':
100        message = 'Your status has changed to Offline. Reply with '\
101            '"On" to get back Online'
102        worker_number = json.loads(POST['WorkerAttributes'])['contact_uri']
103        sms_sender.send(to=worker_number, from_=TWILIO_NUMBER, body=message)
104
105    return HttpResponse('')
106
107
108def _voicemail(call_sid):
109    msg = 'Sorry, All agents are busy. Please leave a message. We will call you as soon as possible'
110    route_url = 'http://twimlets.com/voicemail?Email=' + EMAIL + '&Message=' + quote_plus(msg)
111    route_call(call_sid, route_url)
112
113
114def route_call(call_sid, route_url):
115    client = Client(ACCOUNT_SID, AUTH_TOKEN)
116    client.api.calls(call_sid).update(url=route_url)
117
118
119def _save_missed_call(task_attributes):
120    MissedCall.objects.create(
121            phone_number=task_attributes['from'],
122            selected_product=task_attributes['selected_product'])
123
124
125# Only used by the tests in order to patch requests before any call is made
126def setup_workspace():
127    global WORKSPACE_INFO
128    WORKSPACE_INFO = workspace.setup()

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

Assign a Worker

When TaskRouter selects a Worker, it does the following:

The Task's Assignment Status is set to 'reserved'.
A Reservation instance is generated, linking the Task to the selected Worker.
At the same time the Reservation is created, a POST request is made to the Workflow's AssignmentCallbackURL, which was configured while creating the Workflow. This request includes the full details of the Task, the selected Worker, and the Reservation.

Handling this Assignment Callback is a key component of building a TaskRouter application as we can instruct how the Worker will handle a Task. We could send a text, email, push notifications or make a call.

Since we created this Task during a voice call with an Enqueue verb, let's 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

task_router/views.py

1import json
2from urllib.parse import quote_plus
3
4from django.conf import settings
5from django.http import HttpResponse, JsonResponse
6from django.shortcuts import render
7from django.urls import reverse
8from django.views.decorators.csrf import csrf_exempt
9from twilio.rest import Client
10from twilio.twiml.messaging_response import MessagingResponse
11from twilio.twiml.voice_response import VoiceResponse
12
13from . import sms_sender, workspace
14from .models import MissedCall
15
16if not getattr(settings, 'TESTING', False):
17    WORKSPACE_INFO = workspace.setup()
18else:
19    WORKSPACE_INFO = None
20
21ACCOUNT_SID = settings.TWILIO_ACCOUNT_SID
22AUTH_TOKEN = settings.TWILIO_AUTH_TOKEN
23TWILIO_NUMBER = settings.TWILIO_NUMBER
24EMAIL = settings.MISSED_CALLS_EMAIL_ADDRESS
25
26
27def root(request):
28    """ Renders a missed calls list, with product and phone number """
29    missed_calls = MissedCall.objects.order_by('-created')
30    return render(request, 'index.html', {
31        'missed_calls': missed_calls
32    })
33
34
35@csrf_exempt
36def incoming_sms(request):
37    """ Changes worker activity and returns a confirmation """
38    client = Client(ACCOUNT_SID, AUTH_TOKEN)
39    activity = 'Available' if request.POST['Body'].lower().strip() == 'on' else 'Offline'
40    activity_sid = WORKSPACE_INFO.activities[activity].sid
41    worker_sid = WORKSPACE_INFO.workers[request.POST['From']]
42    workspace_sid = WORKSPACE_INFO.workspace_sid
43
44    client.workspaces(workspace_sid)\
45          .workers(worker_sid)\
46          .update(activity_sid=activity_sid)
47
48    resp = MessagingResponse()
49    message = 'Your status has changed to ' + activity
50    resp.message(message)
51    return HttpResponse(resp)
52
53
54@csrf_exempt
55def incoming_call(request):
56    """ Returns TwiML instructions to Twilio's POST requests """
57    resp = VoiceResponse()
58    gather = resp.gather(numDigits=1, action=reverse('enqueue'), method="POST")
59    gather.say("For Programmable SMS, press one. For Voice, press any other key.")
60
61    return HttpResponse(resp)
62
63
64@csrf_exempt
65def enqueue(request):
66    """ Parses a selected product, creating a Task on Task Router Workflow """
67    resp = VoiceResponse()
68    digits = request.POST['Digits']
69    selected_product = 'ProgrammableSMS' if digits == '1' else 'ProgrammableVoice'
70    task = {'selected_product': selected_product}
71
72    enqueue = resp.enqueue(None, workflowSid=WORKSPACE_INFO.workflow_sid)
73    enqueue.task(json.dumps(task))
74
75    return HttpResponse(resp)
76
77
78@csrf_exempt
79def assignment(request):
80    """ Task assignment """
81    response = {'instruction': 'dequeue',
82                'post_work_activity_sid': WORKSPACE_INFO.post_work_activity_sid}
83    return JsonResponse(response)
84
85
86@csrf_exempt
87def events(request):
88    """ Events callback for missed calls """
89    POST = request.POST
90    event_type = POST.get('EventType')
91    task_events = ['workflow.timeout', 'task.canceled']
92    worker_event = 'worker.activity.update'
93
94    if event_type in task_events:
95        task_attributes = json.loads(POST['TaskAttributes'])
96        _save_missed_call(task_attributes)
97        if event_type == 'workflow.timeout':
98            _voicemail(task_attributes['call_sid'])
99    elif event_type == worker_event and POST['WorkerActivityName'] == 'Offline':
100        message = 'Your status has changed to Offline. Reply with '\
101            '"On" to get back Online'
102        worker_number = json.loads(POST['WorkerAttributes'])['contact_uri']
103        sms_sender.send(to=worker_number, from_=TWILIO_NUMBER, body=message)
104
105    return HttpResponse('')
106
107
108def _voicemail(call_sid):
109    msg = 'Sorry, All agents are busy. Please leave a message. We will call you as soon as possible'
110    route_url = 'http://twimlets.com/voicemail?Email=' + EMAIL + '&Message=' + quote_plus(msg)
111    route_call(call_sid, route_url)
112
113
114def route_call(call_sid, route_url):
115    client = Client(ACCOUNT_SID, AUTH_TOKEN)
116    client.api.calls(call_sid).update(url=route_url)
117
118
119def _save_missed_call(task_attributes):
120    MissedCall.objects.create(
121            phone_number=task_attributes['from'],
122            selected_product=task_attributes['selected_product'])
123
124
125# Only used by the tests in order to patch requests before any call is made
126def setup_workspace():
127    global WORKSPACE_INFO
128    WORKSPACE_INFO = workspace.setup()

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.

Note that we are also listening for task.canceled. This is triggered when the customer hangs up before being assigned to an agent, therefore canceling the task. Capturing this event allows us to collect the information from the customers that hang up before the Workflow times out.

Collect Missed Calls

task_router/views.py

1import json
2from urllib.parse import quote_plus
3
4from django.conf import settings
5from django.http import HttpResponse, JsonResponse
6from django.shortcuts import render
7from django.urls import reverse
8from django.views.decorators.csrf import csrf_exempt
9from twilio.rest import Client
10from twilio.twiml.messaging_response import MessagingResponse
11from twilio.twiml.voice_response import VoiceResponse
12
13from . import sms_sender, workspace
14from .models import MissedCall
15
16if not getattr(settings, 'TESTING', False):
17    WORKSPACE_INFO = workspace.setup()
18else:
19    WORKSPACE_INFO = None
20
21ACCOUNT_SID = settings.TWILIO_ACCOUNT_SID
22AUTH_TOKEN = settings.TWILIO_AUTH_TOKEN
23TWILIO_NUMBER = settings.TWILIO_NUMBER
24EMAIL = settings.MISSED_CALLS_EMAIL_ADDRESS
25
26
27def root(request):
28    """ Renders a missed calls list, with product and phone number """
29    missed_calls = MissedCall.objects.order_by('-created')
30    return render(request, 'index.html', {
31        'missed_calls': missed_calls
32    })
33
34
35@csrf_exempt
36def incoming_sms(request):
37    """ Changes worker activity and returns a confirmation """
38    client = Client(ACCOUNT_SID, AUTH_TOKEN)
39    activity = 'Available' if request.POST['Body'].lower().strip() == 'on' else 'Offline'
40    activity_sid = WORKSPACE_INFO.activities[activity].sid
41    worker_sid = WORKSPACE_INFO.workers[request.POST['From']]
42    workspace_sid = WORKSPACE_INFO.workspace_sid
43
44    client.workspaces(workspace_sid)\
45          .workers(worker_sid)\
46          .update(activity_sid=activity_sid)
47
48    resp = MessagingResponse()
49    message = 'Your status has changed to ' + activity
50    resp.message(message)
51    return HttpResponse(resp)
52
53
54@csrf_exempt
55def incoming_call(request):
56    """ Returns TwiML instructions to Twilio's POST requests """
57    resp = VoiceResponse()
58    gather = resp.gather(numDigits=1, action=reverse('enqueue'), method="POST")
59    gather.say("For Programmable SMS, press one. For Voice, press any other key.")
60
61    return HttpResponse(resp)
62
63
64@csrf_exempt
65def enqueue(request):
66    """ Parses a selected product, creating a Task on Task Router Workflow """
67    resp = VoiceResponse()
68    digits = request.POST['Digits']
69    selected_product = 'ProgrammableSMS' if digits == '1' else 'ProgrammableVoice'
70    task = {'selected_product': selected_product}
71
72    enqueue = resp.enqueue(None, workflowSid=WORKSPACE_INFO.workflow_sid)
73    enqueue.task(json.dumps(task))
74
75    return HttpResponse(resp)
76
77
78@csrf_exempt
79def assignment(request):
80    """ Task assignment """
81    response = {'instruction': 'dequeue',
82                'post_work_activity_sid': WORKSPACE_INFO.post_work_activity_sid}
83    return JsonResponse(response)
84
85
86@csrf_exempt
87def events(request):
88    """ Events callback for missed calls """
89    POST = request.POST
90    event_type = POST.get('EventType')
91    task_events = ['workflow.timeout', 'task.canceled']
92    worker_event = 'worker.activity.update'
93
94    if event_type in task_events:
95        task_attributes = json.loads(POST['TaskAttributes'])
96        _save_missed_call(task_attributes)
97        if event_type == 'workflow.timeout':
98            _voicemail(task_attributes['call_sid'])
99    elif event_type == worker_event and POST['WorkerActivityName'] == 'Offline':
100        message = 'Your status has changed to Offline. Reply with '\
101            '"On" to get back Online'
102        worker_number = json.loads(POST['WorkerAttributes'])['contact_uri']
103        sms_sender.send(to=worker_number, from_=TWILIO_NUMBER, body=message)
104
105    return HttpResponse('')
106
107
108def _voicemail(call_sid):
109    msg = 'Sorry, All agents are busy. Please leave a message. We will call you as soon as possible'
110    route_url = 'http://twimlets.com/voicemail?Email=' + EMAIL + '&Message=' + quote_plus(msg)
111    route_call(call_sid, route_url)
112
113
114def route_call(call_sid, route_url):
115    client = Client(ACCOUNT_SID, AUTH_TOKEN)
116    client.api.calls(call_sid).update(url=route_url)
117
118
119def _save_missed_call(task_attributes):
120    MissedCall.objects.create(
121            phone_number=task_attributes['from'],
122            selected_product=task_attributes['selected_product'])
123
124
125# Only used by the tests in order to patch requests before any call is made
126def setup_workspace():
127    global WORKSPACE_INFO
128    WORKSPACE_INFO = workspace.setup()

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.

Changing a Worker's Activity

task_router/views.py

1import json
2from urllib.parse import quote_plus
3
4from django.conf import settings
5from django.http import HttpResponse, JsonResponse
6from django.shortcuts import render
7from django.urls import reverse
8from django.views.decorators.csrf import csrf_exempt
9from twilio.rest import Client
10from twilio.twiml.messaging_response import MessagingResponse
11from twilio.twiml.voice_response import VoiceResponse
12
13from . import sms_sender, workspace
14from .models import MissedCall
15
16if not getattr(settings, 'TESTING', False):
17    WORKSPACE_INFO = workspace.setup()
18else:
19    WORKSPACE_INFO = None
20
21ACCOUNT_SID = settings.TWILIO_ACCOUNT_SID
22AUTH_TOKEN = settings.TWILIO_AUTH_TOKEN
23TWILIO_NUMBER = settings.TWILIO_NUMBER
24EMAIL = settings.MISSED_CALLS_EMAIL_ADDRESS
25
26
27def root(request):
28    """ Renders a missed calls list, with product and phone number """
29    missed_calls = MissedCall.objects.order_by('-created')
30    return render(request, 'index.html', {
31        'missed_calls': missed_calls
32    })
33
34
35@csrf_exempt
36def incoming_sms(request):
37    """ Changes worker activity and returns a confirmation """
38    client = Client(ACCOUNT_SID, AUTH_TOKEN)
39    activity = 'Available' if request.POST['Body'].lower().strip() == 'on' else 'Offline'
40    activity_sid = WORKSPACE_INFO.activities[activity].sid
41    worker_sid = WORKSPACE_INFO.workers[request.POST['From']]
42    workspace_sid = WORKSPACE_INFO.workspace_sid
43
44    client.workspaces(workspace_sid)\
45          .workers(worker_sid)\
46          .update(activity_sid=activity_sid)
47
48    resp = MessagingResponse()
49    message = 'Your status has changed to ' + activity
50    resp.message(message)
51    return HttpResponse(resp)
52
53
54@csrf_exempt
55def incoming_call(request):
56    """ Returns TwiML instructions to Twilio's POST requests """
57    resp = VoiceResponse()
58    gather = resp.gather(numDigits=1, action=reverse('enqueue'), method="POST")
59    gather.say("For Programmable SMS, press one. For Voice, press any other key.")
60
61    return HttpResponse(resp)
62
63
64@csrf_exempt
65def enqueue(request):
66    """ Parses a selected product, creating a Task on Task Router Workflow """
67    resp = VoiceResponse()
68    digits = request.POST['Digits']
69    selected_product = 'ProgrammableSMS' if digits == '1' else 'ProgrammableVoice'
70    task = {'selected_product': selected_product}
71
72    enqueue = resp.enqueue(None, workflowSid=WORKSPACE_INFO.workflow_sid)
73    enqueue.task(json.dumps(task))
74
75    return HttpResponse(resp)
76
77
78@csrf_exempt
79def assignment(request):
80    """ Task assignment """
81    response = {'instruction': 'dequeue',
82                'post_work_activity_sid': WORKSPACE_INFO.post_work_activity_sid}
83    return JsonResponse(response)
84
85
86@csrf_exempt
87def events(request):
88    """ Events callback for missed calls """
89    POST = request.POST
90    event_type = POST.get('EventType')
91    task_events = ['workflow.timeout', 'task.canceled']
92    worker_event = 'worker.activity.update'
93
94    if event_type in task_events:
95        task_attributes = json.loads(POST['TaskAttributes'])
96        _save_missed_call(task_attributes)
97        if event_type == 'workflow.timeout':
98            _voicemail(task_attributes['call_sid'])
99    elif event_type == worker_event and POST['WorkerActivityName'] == 'Offline':
100        message = 'Your status has changed to Offline. Reply with '\
101            '"On" to get back Online'
102        worker_number = json.loads(POST['WorkerAttributes'])['contact_uri']
103        sms_sender.send(to=worker_number, from_=TWILIO_NUMBER, body=message)
104
105    return HttpResponse('')
106
107
108def _voicemail(call_sid):
109    msg = 'Sorry, All agents are busy. Please leave a message. We will call you as soon as possible'
110    route_url = 'http://twimlets.com/voicemail?Email=' + EMAIL + '&Message=' + quote_plus(msg)
111    route_call(call_sid, route_url)
112
113
114def route_call(call_sid, route_url):
115    client = Client(ACCOUNT_SID, AUTH_TOKEN)
116    client.api.calls(call_sid).update(url=route_url)
117
118
119def _save_missed_call(task_attributes):
120    MissedCall.objects.create(
121            phone_number=task_attributes['from'],
122            selected_product=task_attributes['selected_product'])
123
124
125# Only used by the tests in order to patch requests before any call is made
126def setup_workspace():
127    global WORKSPACE_INFO
128    WORKSPACE_INFO = workspace.setup()

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

Where to Next?

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

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