Scheduled Callback Solution for Twilio Flex

Built using:

• Node.js
• Express
• SQL Server

Requirements

If you don't already have access to SQL Server, you can install one locally for development and testing.

Install SQL Server on Windows

Download and install SQL Server Developer Edition.

Install SQL Server on Mac

1. Install Docker
2. Run the following in a terminal. Change the values of container_name and SA_PASSWORD=P@***55w0rd*** to what you desire.

docker pull microsoft/mssql-server-linux:2017-latest
docker run -d --name container_name -e 'ACCEPT_EULA=Y' -e 'SA_PASSWORD=P@***55w0rd***' -e 'MSSQL_PID=Developer' -p 1433:1433 microsoft/mssql-server-linux:2017-latest

Make sure you have Node.js as well as npm. We support Node >= 10.12 (and recommend the even versions of Node).

Setup

1. Clone this repository (or download and extract the zip file)
2. Open a command prompt or terminal
3. Change to the directory server\api
4. Run npm install to install all the dependencies
5. Copy .env.sample to .env, and modify the settings to match your environment

# SQL Server connection
SQL_USER=
SQL_PASSWORD=
SQL_DATABASE=
SQL_SERVER=
SQL_ENCRYPT=false

# TWILIO
ACCOUNT_SID=AC...
AUTH_TOKEN=
WORKSPACE_SID=WS...

Initialize Your SQL Database

You will need a SQL database to for this application. If you are running SQL Server locally and don't already have a database, you can create one with the following script. You can use a utility like Azure Data Studio to connect to your instance to run this script.

USE master;
GO

CREATE DATABASE CallbackScheduler; -- change this to whatever database name you desire
GO

Next you can run the following task at the command line or terminal to initialize your database.

Note: Make sure you have the correct server, database, user, and password configured in your .env file.

node tasks/initializedb.js

Run the Local Web API

1. Change directory to server/api
2. Run npm start to start the development server. (Note: The default PORT=3000. A custom PORT can be specified in .env file)
3. Open new Terminal window and run ngrok http http://localhost:3000. Note the Forwarding ngrok URL/sub-domain returned. We will require this for setting up Event Streams Webhook sink.

Event Streams

1. Create a new Event Streams sink, type webhook.
2. Enter ngrok domain https://<subdomain>.ngrok.io/events
3. Create event streams subscription for taskrouter (v2) events
   • reservation.accepted

Task Router Workflow

1. Create the "ScheduledCallback" workflow

• Navigate to the workflow section in TaskRouter section of console
• Click + to add a new workflow
• Workflow name set to ScheduledCallback
• Add a filter Known Agent with fall back to Everyone queue
  • Click create a new filter
  • Click unamed filter to rename to Known Agent with fall back to Everyone queue
  • Matching Tasks = type == 'callback' && callback.routeToQueue == 'true'
  • Task Queue = Everyone
  • Skip timeout = workers.available == 0
  • Timeout = 3600
  • Known Worker, Select the radio button Worker SID, then enter the following expression task.callback.workerSid
  • Within the direct call to agent click Add a Step
  • In the second step, Task Queue = Everyone, All other setting can stay default

Start the CRON Job

1. Change directory to server/service.
2. Run npm install to install all the dependencies
3. Copy .env.sample to .env, and modify the settings to match your environment

# SQL Server connection
SQL_USER=
SQL_PASSWORD=
SQL_DATABASE=
SQL_SERVER=
SQL_ENCRYPT=false

# TWILIO
ACCOUNT_SID=AC...
AUTH_TOKEN=
WORKSPACE_SID=WS...
CALLBACK_WORKFLOW_SID=WW... # workflow sid created in the previous step

4. Run node cron-callback-schedule.js