Owl Contact Center Version 2

When you deploy to Heroku, you will be prompted for an app name. The name needs to be unique, example, enter your name+cc (example: davidcc). Click Deploy app. Once the application is deployed, click Manage app. Set Heroku project environment variables by clicking Settings. Click Reveal Config Vars. Add the following key value pairs:

ACCOUNT_SID=your_account_SID
AUTH_TOKEN=your_account_auth_token
WORKSPACE_SID=your_TaskRouter_workspace_SID

Files

README.md : this file

Agent desktop website:

• index.html : Home page
• agent_list.php : List TaskRouter worker agents and their status.
• task_list.php : List active worker tasks and their status. This page also resets a task to completed if it gets stuck in status: wrapping. If a task gets stuck in wrapping, the agent can not be assigned a new task.
• agent_desktop.php : Agent desktop to manage their status and receive calls.

The custom directory is for website branding files:

• favicon.ico : Page icon
• pageTop.js : Top of the page for logo and application title
• companyLogo.jpg : Top of the page logo
• pageBottom.js : Bottom of the page
• Logo.jpg : Bottom of the page logo
• agentapp.css : HTML page styles
• CallCenterFlow.jpg : Optional home page graphic

Twilio PHP Helper Library directory:

• twilio-php-master : Downloaded and unzipped into this directory. This is the version without Composer.

For a localhost setup, creating environment variables and testing the setup:

• setvars.sh : Set the environment variables.
• echoVars.php : Echo the environment variables. Test the Twilio Helper Library installation and the TaskRouter configurations.

Heroku Hosting Service configurations

• app.json : Heroku deployment file to describe the application when it is being deployed.
• composer.json : Heroku deployment file which sets the programming language used.

The util directory has sample Node.js programs, examples:

• ccActivities.js : List worker activities
• ccTaskList.js : List tasks

Setup Steps to Run on your Local Host.

Download this repository's zip file and unzip it into a work directory. Example work directory:

/Projects/OwlCc

Note, the Twilio PHP helper library is included in the subdirectory:

/Projects/OwlCc/twilio-php-master

In the project directory, edit setvars.sh and add your values.

ACCOUNT_SID=your_account_SID
AUTH_TOKEN=your_account_auth_token
WORKSPACE_SID=your_TaskRouter_workspace_SID

Set your terminal session's environment variables.

$ source ./setvars.sh
+++ Set variables.
+ Variables set.
---------------------------------------
+++ Echo environment variables and test the environment.
+ ACCOUNT_SID   : your_account_SID
+ AUTH_TOKEN    : your_account_auth_token
+ Test the loading and using of the Twilio PHP helper library.
+ Twilio PHP Helper Library Client is working.
---------------------------------------
+ Worker SID for testing the generation of tokens: your_TaskRouter_worker_SID
+ Worker Client token created.
+ WORKSPACE_SID : your_TaskRouter_workspace_SID
+ Worker token created.
--------------------------------------- 

Also, in echoVars.php, workerSid to one of your TaskRouter workers.

$workerSid = "WK10ec1823ae8a54d715ba424599ea473f";

Run the PHP HTTP server using port 8000.

$ php -S localhost:8000

Test that it works. In your browser, goto: http://localhost:8000. The Owl CC home pages is displayed.

In another terminal window, run Ngrok to allow notifications of incoming agent calls.

$ /Users/dthurston/Applications/ngrok http 8000
...

Connect as an agent by going to the Ngrok URL, example:

http://706bf85f.ngrok.io/agent_list

Updates to make

• Desktop: Set TTL for the token using an environment variable.
• Agent List: enter a password to pass to the Desktop to authorize token generation. -- Access password is an environment variable.
• Desktop: When putting an agent status to offline when clicking "Return", should do checks.
• When Agent clicks Go Available, need to insure that there are no Tasks with the agent's name that are Assignment Status: wrapping.