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index.js
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index.js
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const _ = require('lodash');
const bodyParser = require('body-parser');
const express = require('express');
const http = require('http');
const log = new (require('lognext'))('service');
const cachelog = new (require('lognext'))('cache');
const wslog = new (require('lognext'))('websocket');
const path = require('path');
const platformClient = require('purecloud-platform-client-v2');
const Q = require('q');
const WebSocket = require('ws');
const CACHE_SECONDS = process.env.CACHE_SECONDS || 2;
const PORT = process.env.PORT || 8080;
const PURECLOUD_CLIENT_ID = process.env.PURECLOUD_CLIENT_ID;
const PURECLOUD_CLIENT_SECRET = process.env.PURECLOUD_CLIENT_SECRET;
const client = platformClient.ApiClient.instance;
const routingApi = new platformClient.RoutingApi();
const analyticsApi = new platformClient.AnalyticsApi();
const conversationsApi = new platformClient.ConversationsApi();
const notificationsApi = new platformClient.NotificationsApi();
const app = express();
app.use(express.static(path.join(__dirname, 'static')));
app.use(putCache);
app.use(bodyParser.json());
const server = http.createServer(app);
const wss = new WebSocket.Server({ server });
const cache = {};
const monitoredQueueIds = process.env.PURECLOUD_MONITORED_QUEUES.split(',');
let channel, pureCloudWebSocket;
let stats = {};
// Send queue stats on new connection
wss.on('connection', function connection(ws) {
wslog.info('Connection opened');
ws.send(JSON.stringify({ queueStats: stats }));
});
/* API Routes */
/**
* Get stats for a given queue ID
*
* @route {GET} /api/stats/:queueId
* @pathparam {string} queueId - The ID of the queue for which to retrieve stats
* @queryparam {string[]} key - The type of stats to get. Values: ewt, observations
* @queryparam {string} mediaType - (optional) When used with key=ewt, returns the EWT for the given media type. If not specififed, EWT is for the entire queue.
* @returns {json} JSON object containing requested stats
*/
app.get('/api/stats/:queueId', getCache, (req, res, next) => {
log.debug(`Getting data for queue ${req.params.queueId}`);
try {
// Support comma separated values
let keys = req.query.key;
if (!Array.isArray(keys))
keys = keys.split(',');
let promises = [];
let resBody = {};
keys.forEach((key) => {
switch (key) {
case 'ewt': {
let p = getEwt(req.params.queueId, req.query.mediaType);
p
.then((data) => {
resBody.ewt = data;
})
.catch((err) => {
log.error(err);
res.status(500).send(err.message ? err.message : 'Internal Server Error');
next();
});
promises.push(p);
break;
}
case 'observations': {
let p = getQueueObservations(req.params.queueId);
p
.then((data) => {
// resBody.observations = data;
resBody.observations = stats[req.params.queueId];
})
.catch((err) => {
log.error(err);
res.status(500).send(err.message ? err.message : 'Internal Server Error');
next();
});
promises.push(p);
break;
}
default: {
res.sendStatus(400);
next();
}
}
});
Promise.all(promises)
.then(() => {
res.json(resBody);
next();
})
.catch((err) => {
log.error(err);
res.status(500).send(err.message ? err.message : 'Internal Server Error');
next();
});
} catch (err) {
log.error(err);
res.status(500).send(err.message ? err.message : 'Internal Server Error');
next();
}
});
/**
* Creates a callback
*
* @route {POST} /api/callback
* @body {json} queueId - Supports the same structure as the body for POST /api/v2/conversations/callbacks
* @see https://developer.mypurecloud.com/api/rest/v2/conversations/index.html#postConversationsCallbacks
* @returns {nothing} Returns 204 upon success
*/
app.post('/api/callback', (req, res, next) => {
try {
let knownProperties = [
'scriptId',
'queueId',
'routingData',
'routingData.queueId',
'routingData.languageId',
'routingData.priority',
'routingData.skillIds',
'routingData.preferredAgentIds',
'callbackUserName',
'callbackNumbers',
'callbackScheduledTime',
'countryCode',
'data',
];
let reqBody = makeSafeObject(req.body, knownProperties);
if (!reqBody.queueId && (!reqBody.routingData || !reqBody.routingData.queueId))
return res.status(400).send('Missing required property: queueID');
if (!reqBody.callbackNumbers)
return res.status(400).send('Missing required property: callbackNumbers');
conversationsApi.postConversationsCallbacks(reqBody)
.then((data) => {
log.info('Callback created: ', data);
res.sendStatus(204);
next();
})
.catch((err) => {
if (err.status === 400 && err.body.message) {
res.status(400).send(err.body.message);
} else {
log.error(err);
res.status(500).send(err.message ? err.message : 'Internal Server Error');
}
next();
});
} catch (err) {
log.error(err);
res.status(500).send(err.message ? err.message : 'Internal Server Error');
next();
}
});
// Log in to PureCloud, start express server, start websocket server, connect to PureCloud notifications
connectPureCloud()
.then(() => server.listen(PORT, () => log.info(`Example app listening on port ${PORT}!`)))
.catch((err) => log.error(err));
// Refresh connection periodically every 23 hours
setInterval(connectPureCloud, 23 * 60 * 60 * 1000);
/* Local Functions */
function connectPureCloud() {
const deferred = Q.defer();
client.loginClientCredentialsGrant(PURECLOUD_CLIENT_ID, PURECLOUD_CLIENT_SECRET)
.then(() => {
return notificationsApi.postNotificationsChannels();
})
.then((data) => {
channel = data;
// Close old websocket
if (pureCloudWebSocket) {
pureCloudWebSocket.close();
}
// Connect web socket
pureCloudWebSocket = new WebSocket(channel.connectUri);
pureCloudWebSocket.on('open', () => {
wslog.info('Connected to PureCloud');
});
pureCloudWebSocket.on('message', handleNotification);
// Subscribe to topics
let topics = [];
monitoredQueueIds.forEach((queueId) => {
topics.push({ id: `v2.analytics.queues.${queueId}.observations`});
getQueueObservations(queueId);
});
log.debug('Subscribing to topics: ', topics);
return notificationsApi.putNotificationsChannelSubscriptions(channel.id, topics);
})
.then(() => deferred.resolve())
.catch((err) => deferred.reject(err));
return deferred.promise;
}
// Sanatize object from request to prevent unknown properties
function makeSafeObject(dirty, properties) {
let safe = {};
properties.forEach((prop) => {
let parts = prop.split('.');
let source = dirty;
let target = safe;
for (let i=0; i < parts.length - 1; i++) {
if (!source[parts[i]]) return; // Source doesn't have property
if (!target[parts[i]]) target[parts[i]] = {};
source = source[parts[i]];
target = target[parts[i]];
}
if (!source[parts[parts.length-1]]) return; // Source doesn't have property
target[parts[parts.length-1]] = source[parts[parts.length-1]];
});
return safe;
}
// Call PureCloud APIs to get EWT
function getEwt(queueId, mediaType) {
const deferred = Q.defer();
if (mediaType) {
routingApi.getRoutingQueueMediatypeEstimatedwaittime(queueId, mediaType)
.then((data) => {
log.debug(data);
if (data.results && data.results.length > 0)
deferred.resolve(data.results[0].estimatedWaitTimeSeconds ? data.results[0].estimatedWaitTimeSeconds : -1);
else
deferred.resolve(0);
})
.catch((err) => {
deferred.reject(err);
});
} else {
routingApi.getRoutingQueueEstimatedwaittime(queueId)
.then((data) => {
log.debug(data);
if (data.results && data.results.length > 0)
deferred.resolve(data.results[0].estimatedWaitTimeSeconds ? data.results[0].estimatedWaitTimeSeconds : -1);
else
deferred.resolve(0);
})
.catch((err) => {
log.error(err);
deferred.reject(err);
});
}
return deferred.promise;
}
// Call PureCloud APIs to get queue observations
function getQueueObservations(queueId) {
const deferred = Q.defer();
const query = {
filter: {
type: 'and',
predicates: [
{
type: 'dimension',
dimension: 'queueId',
operator: 'matches',
value: queueId
}
]
},
metrics: [
'oInteracting',
'oOnQueueUsers',
'oWaiting',
]
};
analyticsApi.postAnalyticsQueuesObservationsQuery(query)
.then((data) => {
data.results.forEach((result) => {
updateQueueData(result.group.queueId, result.group.mediaType, result.data);
});
deferred.resolve();
})
.catch((err) => {
deferred.reject(err);
});
return deferred.promise;
}
// Find metric in queue observation data
function getQueueObservationMetric(data, metricName, qualifier, defaultValue) {
let foundMetric;
// Find metric
data.some((metric) => {
if (metric.metric === metricName && (!qualifier || metric.qualifier === qualifier)) {
foundMetric = metric;
return true;
}
});
// Return
return foundMetric ? foundMetric.stats.count : defaultValue;
}
// Serve response from cache, if found and not expired
function getCache(req, res, next) {
try {
// Let putCache know it can cache this request
req.isCachable = true;
let now = Date.now();
// Load from cache if expiry later than now
if (cache[req.url] && cache[req.url].expiryDate > now) {
let msLeft = cache[req.url].expiryDate - now;
cachelog.debug(`HIT ${req.url} (${msLeft/1000}s remaining)`);
res.isCachedResponse = true;
res.json(cache[req.url].body);
} else {
cachelog.debug(`MISS ${req.url}`);
next();
}
} catch (err) {
cachelog.error(err);
next();
}
}
// Add response to cache
function putCache(req, res, next) {
try {
// Monkey patch res.send
let oldSend = res.send;
res.send = function(data) {
// Only store if it's a new response and is cachable
if (!res.isCachedResponse && req.isCachable) {
// Only store if it was a normal successful response
if (res.statusCode === 200) {
cachelog.debug(`ADD ${req.url}`);
cache[req.url] = {
url: req.url,
expiryDate: Date.now() + (CACHE_SECONDS * 1000),
body: JSON.parse(data)
};
}
}
oldSend.apply(res, arguments);
};
} catch (err) {
cachelog.error(err);
}
next();
}
// Broadcast a message to all websocket clients
function broadcast(msg) {
wss.clients.forEach((client) => {
if (client.readyState === WebSocket.OPEN) {
client.send(typeof msg === 'object' ? JSON.stringify(msg) : msg);
}
});
}
// Handle incoming notification from PureCloud
function handleNotification(data) {
wslog.debug('PureCloud Notification: ', data);
let notification = JSON.parse(data);
let match = notification.topicName.match(/v2\.analytics\.queues\.(.{8}-.{4}-.{4}-.{4}-.{12})\.observations/);
if (match) {
wslog.debug(`Found queue ${match[1]}`);
updateQueueData(notification.eventBody.group.queueId, notification.eventBody.group.mediaType, notification.eventBody.data[0].metrics);
}
}
// Update cached stats with new queue data
function updateQueueData(queueId, mediaType, metrics) {
if (!stats[queueId]) stats[queueId] = { availableAgents: 0, busyAgents: 0 };
if (!mediaType) {
stats[queueId].availableAgents = getQueueObservationMetric(metrics, 'oOnQueueUsers', 'IDLE', stats[queueId].availableAgents ? stats[queueId].availableAgents : 0);
stats[queueId].busyAgents = getQueueObservationMetric(metrics, 'oOnQueueUsers', 'INTERACTING', stats[queueId].busyAgents ? stats[queueId].busyAgents : 0);
} else {
if (!stats[queueId][mediaType]) stats[queueId][mediaType] = {};
stats[queueId][mediaType].interacting = getQueueObservationMetric(metrics, 'oInteracting', undefined, stats[queueId][mediaType].interacting ? stats[queueId][mediaType].interacting : 0);
stats[queueId][mediaType].waiting = getQueueObservationMetric(metrics, 'oWaiting', undefined, stats[queueId][mediaType].waiting ? stats[queueId][mediaType].waiting : 0);
}
// wslog.debug(stats);
broadcast({ queueStats: stats });
}