Work With E-Mail Or SMS

The following SCXML strategy receives an inbound e-mail or SMS from a customer. It then sends an acknowledgement is to the customer and calls submit to find an available agent. The e-mail or SMS is redirected to the agent and an e-mail response from the agent is sent to the customer. Any inbound e-mail delivery confirmation is also handled.

<scxml version="1.0" xmlns="http://www.w3.org/2005/07/scxml"
 	xmlns:queue="http://www.genesyslab.com/modules/queue"
   	xmlns:ixn="http://www.genesyslab.com/modules/interaction"
   	xmlns:ws="http://www.genesyslab.com/modules/ws"
        xmlns:dialog="http://www.genesyslab.com/modules/dialog"
        _persist="false" >
	<datamodel>
		<data ID="reqid" expr="''"/>
		<data ID="childIxn" expr="''"/>
		<data ID="routetarget" expr="''"/>
	</datamodel>
	<initial>
		<transition target="listening">
		</transition>
	</initial>
	<state id="main" initial="listening">
		<state id="listening">
			<onentry>
				<log expr="'Listening ...'" />
			</onentry>
			<!-- This script handles email and sms interactions -->
			<transition event="interaction.present" cond="_genesys.ixn.interactions[_event.data.interactionid].category =='msgbased'" target="arriving_ixn">
				<script>
					_data.ixnid = _event.data.interactionid;
				</script>
			</transition>
		</state>
		<state id="arriving_ixn">
			<onentry>
      				<log expr="uneval( global )" />
				<if cond="_genesys.ixn.interactions[_data.ixnid].msgbased.media == 'TMediaEMail'">
					<if cond="_genesys.ixn.interactions[_data.ixnid].udata.FromAddress == 'postmaster@genesyslab.com'">
						<!-- This looks to be a delivery confirmation.  -->
						<event name="handle.email.confirmation"/>
					<else/>	
						<event name="send.email.ack"/>	
					</if>
				<elseif cond="_genesys.ixn.interactions[_data.ixnid].msgbased.media == 'TMediaNativeSMS'"/>
					<event name="send.sms.ack"/>	
				</if>
			</onentry>
			<transition event="handle.email.confirmation" target="exit">
				<!-- Add logic here to handle the delivery confirmation... -->
				<!-- Terminate the confirmation interaction -->
				<ixn:terminate interactionid="_data.ixnid" />
			</transition>
			<transition event="send.email.ack">
				<!-- Send an Email acknowledgment -->
				<!-- Acknowledgment text is a "Standard Response" with the specified, 16-digit name. -->
				<ixn:createmessage requestid="_data.reqid" type="acknowledgement" 
					media="_genesys.ixn.mediaType.TMediaEMail" to="'_origin'" subject="'$USESRL'"
					msgsrc="'gdata:config\\SR.0000Na5C1F3500JW'" delivery="false" />
        		</transition>
			<transition event="send.sms.ack">
				<!-- Send an SMS acknowledgment -->
 				<ixn:createmessage requestid="_data.reqid" type="acknowledgement" 
					media="_genesys.ixn.mediaType.TMediaNativeSMS" to="'_udata\\_smsSrcNumber'" from="'8881234567'" 
					msgsrc="'Your request has been received and is being processed'" />
			</transition>
			<transition event="msgbased.createmessage.done" target="find_agent"/>
			<transition event="error.msgbased.createmessage" target="ack_failed"/>
		</state>
		<state id="ack_failed">
			<transition  target="find_agent">
				<log expr="Acknowledgement request failed and should be handled here." />
			</transition>
		</state>
		<state id="find_agent">
			<onentry>
				<!-- Submit URS request to find an agent. -->
				<queue:submit route="false">
					<queue:targets>
						<queue:target name="'5'" type="agent" statserver="'statserver'" />
						<queue:target name="'6'" type="agent" statserver="'statserver'" />
						<queue:target name="'7'" type="agent" statserver="'statserver'" />	
					</queue:targets>
				</queue:submit>
			</onentry>
			<transition event="queue.submit.done" target="deliver_to_agent">
				<log expr="uneval( _event )" />
				<assign location="_data.routetarget" expr="_event.data.resource" />
			</transition>
			<transition event="error.queue.submit" target="error">
				<log expr="uneval( _event )" />
			</transition>
		</state>
		<state id="deliver_to_agent">
			<onentry>
				<log expr="'Routing ...'" />
				<script>
					var hint = new Object();
					hint.outqueues = new Object();
					hint.outqueues.Orchestration_queue = "queue for outbound response";
				</script>
				<!-- For redirect, the 'to' object is gotten from data returned from queue:submit -->
				<ixn:redirect requestid="_data.reqid" interactionid="_data.ixnid" 
					from="'scxml'" to="_data.routetarget" hints="hint"/>
			</onentry>
			<transition event="interaction.redirect.done" target="responding">
				<log expr="uneval( _event )" />
			</transition>
			<transition event="error.interaction.redirect" target="error">
				<log expr="uneval( _event )" />
			</transition>
		</state>
		<parallel id ="responding">
			<onentry>
				<log expr="'Process Agent response...'" />
			</onentry>
			
			<state id="responding_outbound">
				<transition event="interaction.present" cond="_genesys.ixn.interactions[_event.data.interactionid].msgbased.type == 'OutboundReply'">
					<!-- This present occurs if agent sends outbound response to queue which this ORS instance manages -->
					<log expr="'Event Interaction Present...'" />
					<assign location="_data.childIxn" expr="_event.data.interactionid" />
					<!-- Send agent's response to customer -->
					<ixn:sendmessage interactionid="_data.childIxn" delivery="true"/>
			   	</transition>
				<transition event="msgbased.sendmessage.done" target="cleanup">
					<log expr="'Sending of outbound response successful.'" />
					<ixn:terminate interactionid="_data.childIxn" />				
				</transition>
				<transition event="error.msgbased.sendmessage" target="requesterror">
					<log expr="'Error in sending outbound response.'" />
					<log expr="uneval( _event )" />
				</transition>
			</state>
			<state id="responding_initial_interaction">
				<transition event="interaction.notcontrolled">
					<log expr="'Initial interaction is no longer controlled by this scxml.'" />
				</transition>
				<transition event="interaction.deleted">
					<!-- Initial interaction is going away -->
					<!-- Wait up to 60 seconds for any response to be processed (in parallel state). -->
					<send delay="'60s'" type="'scxml'" event="'wait_is_over'" />
				</transition>
				<transition event="wait_is_over" target="cleanup" />
			</state>
		</parallel>
		<state id="cleanup">
			<onentry>
				<log expr="'Cleanup logic goes here...'" />
			</onentry>
			<transition target="exit"/>
		</state>
		<state id="requesterror">
			<onentry>
				<log expr="'Request error processing goes here...'" />
			</onentry>
			<transition target="error"/>
		</state>
	</state>
	<final id="error"/>
	<final id="exit"/>
</scxml>