I'm trying to create an customized Music for Call forwarding.
When someone calling the it's redirecting to Enqueue named by "support".
<Response>
<Enqueue waitUrl="waitMusic.xml"></Enqueue>
</Response>
waitMusic.xml (Playing the audio)
<Response>
<Play>http://audio_file.mp3</Play>
</Response>
I don't know how to continue, I tried all out of things, and nothing works.
Please help!
You have 2 legs, the user leg and the agent leg.
When the user calls to Twilio's number, Twilio will do a request to your server which should return (same TwiML as you are using, but with a queue name):
<Response>
<Enqueue waitUrl="waitMusic.xml">support</Enqueue>
</Response>
This puts the user in hold playing the music from waitMusic.xml if there are no agents available.
But you also need the logic for the agent. The agent will call to a Twilio phone, and in this case you'll return a different TwiML:
<Response>
<Dial>
<Queue url="agentWaitMusic.xml">support</Queue>
</Dial>
</Response>
This is a "dial queue" (docs) that automatically dequeues any user that is on the the queue "support" and connects them together. If there are no users in the queue, the agent will be put on hold, playing the music from "agentWaitMusic.xml".
It's important to use the same queue name (in this case "support") for both, the "enqueue" and the "dial queue" actions.
Related
We've got a basic twiml set up that sends a call to multiple destinations, it looks something like this:
<?xml version="1.0" encoding="UTF-8"?>
<Response>
<Play loop="10">https://xxx.xxx.xxx/assets/MoH.wav</Play>
<Dial>
<Number>+1800XXXXXXX</Number>
<Number>+1912XXXXXXX</Number>
</Dial>
</Response>
The problem with this is that the <Dial> doesn't happen until the <Play> finishes. We want to play music to the caller while waiting for the call to be answered by one of the destination parties.
We've tried <Enqueue> to play the music but it still doesn't dial simultaneously.
Twilio developer evangelist here.
You are right that TwiML expects to finish one verb before it starts the next, so in your example code it will play the <Play> all the way through before starting to dial the numbers.
If you want to play music to the caller while the dial happens, then you will need to use <Enqueue> to put them into a holding pattern while you dial the other numbers. However, you will not be able to use TwiML to dial the numbers, instead you will need to make the outbound calls using the REST API.
Once one of the outbound calls connects, you can then connect it with the original call by <Dial>ling in to the <Queue> that you placed the caller in. You will also want to end the other calls using the REST API.
Basically, I am creating an iOS app that will Dial a phone number in my office when certain button is tapped. This is working fine, but now I want to have a music file played while waiting for the phone to be picked up.
Knowing that Dial cannot use a music file to replace the default wait tone, I was guided to use Enqueue's waitURL. However, I am lost on how to Dequeue so to start the Dial. This is how the whole TwiML looks right now, and it plays the whole song without dialing in:
<Response>
<Enqueue waitUrl="waitMusic.xml">office</Enqueue>
<Dial callerId="+12345678910">
<Number >999-999-9999</Number>
</Dial>
</Response>
waitMusic.xml is simply:
<Response>
<play>slowrock.mp3</play>
</Response>
Is it not possible to use this TwiML?
Twilio developer evangelist here.
You can't use <Dial> and <Enqueue> like that together. Here's what you need to do.
When the user taps the button have them make the call and return just the <Enqueue> in the TwiML response.
<Response>
<Enqueue waitUrl="waitMusic.xml">office</Enqueue>
</Response>
And in that response also kick off a call to the number you want to dial using the REST API. When that call is answered, Twilio will request some TwiML, you should return a <Dial> with a nested <Queue> which will pop the top caller off of the queue and connect them to the person on the phone.
<Response>
<Dial>
<Queue>office</Queue>
</Dial>
</Response>
You may need to do a bit more work to ensure you don't end up with anyone stuck in the queue, but that should get you started.
I am building an Interactive Voice Assistant using Twilio. My goal is to record parts of the conversation, process the recorded audio and
This is the answer to the /voice webhook (the one will receive Twilio's call)
<Response>
<Play>./welcome</Play>
<Record maxLength="10" action="/processing" recordingStatusCallback="/getRecording"></Record>
</Response>
Processing the audio and providing an answer may take a long time, so I added a Pause at the end of /processing:
<Response>
<Play>./ok</Play>
<Pause length="10"></Pause>
</Response>
This is the answer when finished with /getRecording
<Response>
<Play>./answer</Play>
<Record maxLength="10" action="/processing" recordingStatusCallback="/getRecording "></Record>
</Response>
/welcome, /ok and /answer lead to corresponding audio files.
So I was able to execute all steps, I can check in my logs that /getRecording is actually executed to the end and the twiml sent back again, but the /answer after /getRecording is never executed by Twilio (and the call just ends).
Do you have any guidance for it? Does Twilio accept multiple recordings on the same call?
Note: For some reason, if instead of using the 'recordingStatusCallback' I use /getrecording as 'action' it does work... but then we wouldn't be sure the recording we are using is really generated, right?
Thank you for your help!
Twilio developer evangelist here.
Your /getRecording endpoint is called, however that is an asynchronous webhook in the context of the call. Returning TwiML to the recordingStatusCallback will not affect the current call.
Instead, you should use the REST API to modify the call by redirecting it to the next TwiML you want to execute based on the response to the recording file.
Hopefully the recording does take less than the 10 second pause that you are using, but you may want to add a loop into your /processing endpoint so that the call won't hang up on your caller. You can do this by redirecting the caller back to the start again:
<Response>
<Play>./ok</Play>
<Pause length="10"></Pause>
<Redirect>./processing</Redirect>
</Response>
Then, when you get the recording callback you redirect your caller out of this loop.
Let me know if that helps at all.
I'd love some advice on my twilio setup for a problem I'm trying to solve.
Overview:
Each user in our system is provisioned a twilio phone number that they can hand out to anyone to contact them.
If personA contacts a user in our system (userB) via the provisioned twilio phone number, we'd like to connect them with userB if they are available. If userB is not available, we'd like to direct personA to voicemail. In other words, we want to make sure that we have control of the voicemail experience and the voicemail itself so that we can store it in our system, rather than having the voicemail be left on userB's device.
Current solution:
PersonA's incoming call gets added to a queue. At the same time, the system dials out userB.
UserB is asked to press 1 to accept the call. The reason for the explicit entry from UserB is to detect whether UserB is available to answer the call. (For example, if the call to UserB goes to their personal voicemail, the explicit digit entry will not happen telling us they are not available to answer.)
If UserB does not enter 1 in a specified amount of time, PersonA is directed to voicemail.
If UserB presses 1, call to UserB is modified (via twilio rest api) to dial the queue that PersonA is in to connect UserB and PersonA.
Problem with current solution:
In this solution, the control of when to divert personA's call to voicemail is controlled by the outcome of the call to UserB, which seems suboptimal. For instance, we may not be able to call UserB at all. In this case, personA would stay in the queue indefinitely.
What I'd like to happen in this case is to poll the queue personA is in to check the time in queue, and divert the call to voicemail if time in queue is greater than a threshold. However, it does not seem like it is possible to accurately know how long a call is unattended in a queue because:
The status of a call in a queue is in-progress even if the caller is listening to wait music. This is the same status as if PersonA's call had been answered.
If UserB dials into the queue, the call is only dequeued when the bridged parties disconnect, with no change in the call status of PersonA's call to indicate that they have been connected to UserB.
Questions
Is my understanding of why I cannot poll the call queue to divert calls to voicemail correct?
Should I instead be calling PersonA into a conference, and if UserB is available, connecting him/her to the conference that PersonA is in?
If I use a conference setup, what would be the easiest way to detect how long PersonA has been waiting in the conference so as to divert PersonA's call to voicemail in the event of UserB never joining the conference?
Twilio developer evangelist here.
I think you may have overcomplicated things a bit here with the queue. You can actually provide the message and gather within the original call without having to dial out yourself and eventually connect the two calls.
Here's how:
Your incoming call TwiML should look like this:
<Response>
<Dial action="/call_complete" timeout="30">
<Number url="/whisper">
ONWARD DIAL NUMBER
</Number>
</Dial>
</Response>
Giving the <Number> noun a URL will play the TwiML contents of that URL before the two calls are connected. You can use <Gather> in here to make sure the user has answered the call and not their own voicemail system:
/whisper
<Response>
<Gather numDigits="1" timeout="10" action="/gather_result">
<Say voice="alice">You are receiving a call, press any key to accept</Say>
</Gather>
<Hangup/>
</Response>
The /gather_result needs to work out whether a key was pressed or not. If it was pressed then we head through to the call, which we can do with an empty response as this gives control back to the original <Dial>. If no number was pressed we hangup this end, which causes the original <Dial> to complete and direct onto its action attribute. (I'm not sure what language you're working with but here is some Rubyish pseudo code)
/gather_result
<Response>
if params["Digits"] and params["Digits"].empty?
<Hangup/>
end
</Response>
/call_complete will then get called once the <Dial> action is over. If the status of the call at this point is "completed" or "answered" then the user has picked up the call and responded correctly to the whisper and we can hang up. If it's anything else, we redirect our call onto our voicemail recorder.
/call_complete
<Response>
if params["DialCallStatus"] == "completed" or params["DialCallStatus"] == "answered"
<Hangup/>
else
<Say voice="alice">The call could not be answered this time, please leave a message</Say>
<Record action="/record_complete" />
end
</Response>
Then finally your /record_complete action can do whatever you want with the recording URL and hang up the call.
/record_complete
<Response>
<Hangup/>
</Response>
This can all be achieved with Twimlets, as described in this blog post. Let me know if this helps at all.
As an APP, I want to connect 2 users on a call, 'park' users to an IVR mid-call (active), play prompts and collect DTMF on both sides ("press 1 to continue, 2 to end the call") and reconnect on the SAME call if both selected "1". Thank you.
From Matt's comments above:
App makes outbound call
Users answer and respond to <Gather> TwiML
Connect both users to same <Conference>
<Response>
<Dial>
<Conference>Room 1234</Conference>
</Dial>
</Response>