It's simple, I would like to use Twilio to connect calls with a different departments by a menu. This is simple.
But I would like to confirm if it's possible to receive more than one call at the same time and redirect to the correct number via Menu (if someone press 1 --> will be redirect to a XXX number, without hang out the first call, if the next person press 2 --> will be redirect to other number)
I am using OpenVBX to manage the numbers and the workflows.
Thanks
Twilio developer evangelist here.
If you get two calls on a Twilio number at the same time, you have nothing to worry about, they will be handled as two separate calls. So, if you build up a menu, then each call will go through it independently and be directed on to the number they choose from the menu.
I hope this helps, please let me know if you have any other questions!
Related
I am using Twilio for the first time. It is implemented already, but I am trying to solidify the system.
My question is pretty simple. I would like to know if Twilio has integrated protections against trolls entering numbers such as 911-123-4567. I wouldn't want the company to get into troubles because someone decided to have the system make emergency calls on our name.
Otherwise, I could make an array of public numbers, for which, if the number given starts by said numbers, I throw an error.
Which one would be the best practice?
Thanks in advance!
Twilio doesn't have any automated blocks on dialling numbers. You might not want to call emergency numbers, for example, but some applications do.
You could certainly build your own blocklist for numbers you don't want your application to be able to call. Or for more security, your own allowlist.
One other option is verifying that the user owns the phone number that they are submitting, so that you know it is theirs. You could do this by implementing SMS or voice verification calls using the Twilio Verify API. It depends on your use case which of these three methods work with your use-case.
I was recently trying to use the Twilio Studio to set up an IVR system to route the calls to the correct numbers based on the selected user input. I was able to create the following workflow and it works fine.
Here I am able to split the call based on user's input via keypad or voice and direct the call to the corresponding number. I am also able to track the number of times a user has pressed an invalid input and disconnect the call after a specific number of invalid inputs. It's all working fine.
Now I am trying to enqueue the calls so that users will stay in a queue while the agent is busy. I also want to forward the calls to a specif number and if that number does not pick or reject, call another number. This helps me to make sure that the calls are not missed. I also added a call forwarding option with recording enabled. But when I try to play the recording, it says an application error occurred.
I have been trying to contact support regarding the documentation or examples fo the above requirements, but it's very hard to get a reply as I don't have paid support enabled. Can anyone suggest good documentation with an example to handle my requirements.
Twilio developer evangelist here.
For queueing calls and then having more than one number called you should take a look at TaskRouter. It turns calls into tasks that can be assigned to workers via a workflow and can definitely handle your need to dial more than one person. You can then send your call into the workflow from Studio using the enqueue widget.
As for your recording issue, can you provide more detail? How did you add the call forwarding with recording option? How did you try to play the recording? Was there any more detail in the Twilio Debugger?
I have two numbers that forward to a single phone, one work number (A), and one personal number (B).
(A) was setup using Twilio to forward to my phone.
Is there anyway to have some sort of caller ID indicator letting me know which number is being called? That way I can distinguish whether the incoming call was for my work or personal number.
Any help would be deeply appreciated.
Thank you,
This depends on how you have it set up.
If you have your office and personal line ring a twilio number you would do something like this
First you would add a verified outbound caller ID with twilio
https://support.twilio.com/hc/en-us/articles/223180048-Adding-a-verified-outbound-caller-ID-with-Twilio
Then you on an inbound call you would grab the id of the number called. It will be listed as the To number.
https://www.twilio.com/docs/api/rest/call
Then when they call the phone you are forwarding it to you would just specify the To number from before as the From number.
https://www.twilio.com/docs/api/rest/making-calls
If you have a different set up or would like to have twilio make an announcement instead of showing that caller ID there are other work arounds for those methods too. Just let me know and I can edit my answer.
Is there a way to manipulate (play menu, put on hold, transfer etc) call in progress by having the caller or called party press a special key such as #.
For example, I would like to allow a called party to be able to transfer a call from their cell phone by just pressing the # key.
When the pound key is pressed, I could play a menu such as "What do you want to do with this call?" "Press 1 to place on hold, 2 to transfer, 3 to send to voicemail" etc.
I know I can do this all day long if the user has a web interface or possibly even having the user text something but.. I don't want the user to be required to send a text message or have a web interface handy.
Thanks in advance for any assistance here.
Twilio developer evangelist here.
You can do that yes. There is a simplified version of your request explained in these two blog posts handling transferring calls, depending on your language of choice:
Warm Phone Call Transfers with Python, Flask and Twilio Voice
How to Warm Transfer a Call with Java and Twilio Voice
Essentially, the idea is that you use a conference call that allows one party to hang up on the call using the * key. You do this by setting the hangupOnStar property on the <Dial> verb to true.
When hanging up with the * you can then give the call admin a list of options, such as transfer, using the <Gather> verb which can then be applied to the call.
I recommend reading through one of those posts for all the details.
I'm using Twilio to build a service right now. Here's my use case:
In a web page, I input a phone number and call it using Twilio JS (already done). During the call, I want to input another number and call another person. The call with the first person will be forwarded to the conference. When the second person answer the call, he will join the conference too.
Is it possible to use Twilio to implement this case?
This is definitely possible with twilio. i have worked on that scenario directly and twilio api works excellently well.
When u initiate a call from the twilio number to the first number, use the call back url to connect the person to the another person you want.
This can be done using twiML, which has <Dial> which will be of great help to you.
This is the easiest way of implementation.
The other way, is pretty clean but takes time to implement.
The twilio api provides conference capability themselves.
So you can create a request of conference with all the numbers that need to be connected.
The down side of this is that, all number will be called and connected, if your requirement is to call the first number and then only connect him to another person, then i wouldnt recommend this solution.
I hope this helped you.