I am enqueueing inbound calls to a queue, and my client queries queue counts, if there is an item in the queue, client calls the queue, the result is Agent (TwilioJS) is connected to the first call in the queue. Works well, I can get the relation between these two calls with the dequeue hook, and I know the relation between the Agent-Inbound call.
But I don't have the inbound CallSid in the client, so I am unable to get the connected queue items (inbound callers phone number) from the client.
I tried fetching, reading call resources, checked Twilio logs, but there is no parent-child relation or any kind of relation between two legs.
Isn't there a way other than updating the DB with dequeue hook, and querying the backend to get the parent (inbound call) with the Client CallSid.
Thanks
Enqueue
<?xml version="1.0" encoding="utf-8"?>
<Response>
<Say>You are now connecting to an agent</Say>
<Enqueue action="{...}/EnqueueHook">QueueName</Enqueue>
</Response>
Call Queue
<?xml version="1.0" encoding="utf-8"?>
<Response>
<Dial record="record-from-answer" recordingStatusCallback="{...}/RecordingStatusHook">
<Queue url="{...}/DequeueHook?client=adnanturken" method="POST">QueueName</Queue>
</Dial>
</Response>
Twilio developer evangelist here.
This is a good point, it's hard to get detail to the client side on this. Your workaround might be a good idea.
One thing that did occur to me is that when you make the request to find the size of the queue, before you return the result, query the queue for the top call and return the details back to the client at that point.
Let me know if that helps at all.
Related
I can make voice calls using TwiML, I want to capture the duration only after the caller (the number in the <Dial>) starts answering. (Not since the first device answered.) Is there a way to do that?
<Response>
<Dial>
<Number>+01234567890</Number>
</Dial>
</Response>
On the <Number> you can set a statusCallback attribute set to a URL that will receive webhook requests for the events "initiated", "ringing", "answered" and "completed".
Also, a single Twilio call is made up of more than one Call Resource for each leg of the call, between Twilio and the participant. So, in your example, your call that starts with the <Dial><Number> is different to an existing call that caused the webhook and you can inspect the duration property of that call separate to the initial one.
How to add statusCallback attribute correcty on the number attribute? I found an example as follows;
<Response>
<Dial>
<Number
statusCallbackEvent="initiated ringing answered completed"
statusCallback="https://myapp.com/calls/events"
statusCallbackMethod="POST">
+12316851234
</Number>
</Dial>
</Response>
But, I can't understand what is the URL used in statusCallback attribute? Do you mean adding a webhook URL to it?
I am able to use Twilio pay to charge a credit card. However, there is no way to send a orderid parameter with my payment details. Its very hard to know the payment is for which order since we do not have any parameter to match the person who is paying.
There are two things you can do here. As Chetan has suggested in the comments, you can set your order ID as a URL parameter in the callback URL. e.g.:
<?xml version="1.0" encoding="UTF-8"?>
<Response>
<Say>Calling Twilio Pay</Say>
<Pay chargeAmount="20.45"
action="https://enter-your-callback-function-url.twil.io/pay?orderId=YOUR_ORDER_ID"/>
</Response>
Or, you can store the current CallSid against the order in your system, and then when you receive the callback, match up the CallSid to the order.
I am having alot of trouble wrapping my brain around how to transfer an inbound call using Twilio. The idea is:
Call Comes In
Call is Connected to A Receptionist
Receptionist Greets and Dials Extension - Presses #.
Caller is transferred to the specified # / sip device.
I have implemented a portion of this flow. I used conference tag on the initial call in to force the caller into a room with hold music, and as that call comes in I dial the receptionist and then have the receptionist join the conference. This works perfectly.
What I cant figure out is how to grab the input from the receptionists phone and then act on it. For example, if the receptionist pushes #200* (or something to that effect), I want extension 200 dialed, and the caller in the conference put back on hold until the transferred party answers (all of which should be easy once I can grab the input and act upon it).
Any help on this is appreciated.
Thanks.
Twilio developer evangelist here.
Thanks for the extra detail in the comments. Your receptionist is dialed into a conference to deal with the incoming call using startConferenceOnEnter to stop the hold music and make the connection. This is a good start.
You say you also have endConferenceOnExit for the receptionist. I would remove that because in order to achieve this we are going to want to remove the receptionist from the conference and leave the caller in it while we sort out the transfer.
So, instead you're going to want to add hangupOnStar to your receptionist's TwiML. When the receptionist hits * the call with either request the action attribute for the original <Dial> or, if that is not present, will continue to the next TwiML verb after <Dial>. Either way, this is where you want to include a <Gather input="dtmf">. This will start Twilio listening for keypad tones.
Your receptionist can then dial the extension to connect to and press # to finish (the default finishOnKey. This will send a webhook to the action attribute of the <Gather> with the Digits in the body of the request. You can then pick those Digits out and initiate a new call to the user with that extension. When that call connects you can then drop them into the original conference.
So, that should look a bit like:
Receptionist TwiML:
<Response>
<Dial hangupOnStar="true">
<Conference startConferenceOnEnter="true" endConferenceOnExit="false">CALLERS_CONFERENCE_ID</Conference>
</Dial>
<Gather action="/transfer" input="dtmf" finishOnKey="#">
<Say>Please enter the extension you want to dial</Say>
</Gather>
</Response>
Then the /transfer action should, in pseudo code, do something like:
/transfer
def transfer
extension = params["Digits"]
twilioClient.calls.create( to: getNumberFromExtension(extension), from: TWILIO_NUMBER, url: "https://example.com/connect" )
return "<Response><Hangup/></Response>" # this hangs up the receptionist
end
Finally, the /connect endpoint referenced in the new call above should return TwiML to drop the new caller into the conference:
<Response>
<Dial>
<Conference startConferenceOnEnter="true" endConferenceOnExit="true">CALLERS_CONFERENCE_ID</Conference>
</Dial>
</Response>
You could even make the /connect endpoint the same as the original receptionist TwiML, which would allow the next person on the call to also transfer out by pressing * and dialling another extension.
Let me know if this helps at all.
I am looking into the possibility to implement call tracking with Twilio.
What I would need is that right at the start of an incoming call I would like to be able to change the destination number for that call.
How is this achievable with Twilio via API?
Reading the API docs I found the that there is a real-time call and message routing feature (here) and followed the example (here) but it's not what I would like to achieve.
Thanks ahead for any suggestion and help!
--Steve
Twilio developer evangelist here.
You absolutely can dynamically change the destination number for calls on Twilio. When you are forwarding calls you use the <Dial> noun in TwiML like so:
<Response>
<Dial>YOUR_NUMBER_HERE</Dial>
</Response>
However, if you serve your TwiML dynamically you can return whatever number in the <Dial> tag that you want, based on whatever conditions you want. For example in Ruby using Sinatra:
post "/voice" do
if params["From"] === SOME_SPECIAL_NUMBER
number = FORWARDING_NUMBER_1
else
number = FORWARDING_NUMBER_2
end
"<Response>
<Dial>#{number}</Dial>
</Response>"
end
Let me know if this helps at all.
I'm not finding a definite answer from the Twilio docs on this. I'm trying to build a phone system that can place the other party on hold while in-call and only from the phone. Example: There are two agents working with me out in the field. I get a call on my mobile (away from a computer) and find that the other agent would need to speak to the person I'm on the phone with. I would like to be able to press something into the phone that would either directly transfer the other person to the agent, or place them in a queue. I could then call the other agent and he could retrieve the person from the queue. All of which would need to happen just from our phones.
I've found some documentation on this, but it seems to all require me to be at a computer, which wont be possible.
Is this even possible with Twilio?
Twilio evangelist here.
This sounds like it might be a good place to use some <Conference>s.
Lets define the actors in your scenario: Agent1, Agent2, Field.
Lets say that Field calls Agent1. Instead of connecting the two directly with a <Dial> you could <Dial> Field into a <Conference> (lets call it ConferenceA), then use the REST API to initiate an outbound call to Agent1. When they answer <Dial> them into the same <Conference>. The system will need to grab the CallSid's of both Agent1 and Field, as well as the Sid of the <Conference>, persist them in some type of storage to use later.
Using <Conference> in this scenario gives you more flexibility to manipulate each leg of the call independent of the other than you would have if you use <Dial> to connect Field and Agent1.
So now Agent2 calls Field. Agent2 would go through the same process, just in reverse. Agent2 would get dialed into a <Conference> (lets call it ConferenceB) and your system would use the REST API to call Field. When Field answers they get <Dial>ed into the same conference as Agent2. Again, the system will need to grab the CallSid's of both Agent2 and Field, as well as the Sid of the <Conference>, persist them in some type of storage to use later.
Now, Field needs a way to tell the system to connect Agent2 with Agent1. To do that you can utilize the <Dial>s hangupOnStar attribute in the TwiML you hand Twilio when you dial Field into the ConferenceB. The <Dial> verb would look something like:
<Dial hangupOnStar="true" action="[process_hangup_url]">
<Conference>ConferenceB</Conference>
</Dial>
hangupOnStar tells Twilio to disconnect the caller (Field) from whoever they <Dial>ed (the conference), but still makes a request to the URL defined in the <Dial> verbs action attribute. That is important because when Field needs to tell the system to redirect Agent2 into the ConferenceA with Agent1, and the request to the URL in s action attribute gives the system the opportunity to prompt Field to see if thats what he wants to do. So you might have Twilio execute some TwiML like this:
<Response>
<Gather action=[gather_handler]>
<Say>Press 1 to connect this caller to another<Say>
</Gather>
</Response>
If Field presses one, the system (who knows all of the CallSids for all of the parties involved here, and the conference sids), can use the REST API to redirect Agent2 out of the ConferenceB and into ConferenceA.
It makes for a bit more complicated of a system, but it should work for you.
Hope that helps
Redirect an incoming call to new url:
<?php
// Get the PHP helper library from twilio.com/docs/php/install
require_once '/path/to/vendor/autoload.php'; // Loads the library
use Twilio\Rest\Client;
// Your Account Sid and Auth Token from twilio.com/user/account
$sid = "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX";
$token = "your_auth_token";
$client = new Client($sid, $token);
// Get an object from its sid. If you do not have a sid,
$call = $client
->calls("CAe1644a7eed5088b159577c5802d8be38")
->update(
array(
"url" => "your_url/test.xml",
"method" => "POST"
)
);
echo $call->to;
XML Code:
---------
<Response>
<Redirect method="POST">url goes here</Redirect>
</Response>