How to use twilio to provide live reply or voicemail?

Question

Update: I got it https://github.com/coolaj86/bizilio

I have a scenario where a client makes a call, and this call must be sent to the first representative to answer (let's just focus on it for now).

The problem is that sometimes the reply messages are rep or the phone is turned off and goes directly to voicemail, which is defined as an answer.

I would like to make a call, for example, using pick up and say “press 2 to answer” with a 5-second timeout, then connect the call (or reject the call) and if no answer answers the voicemail.

I do not understand how to connect the person who presses 2 to the phone that is ringing.

Answer 1

Twilio the evangelist is here.

So, just so that I understand your question. You have customers making incoming calls, and for each customer call you type a bunch of repetitions. But you want to make sure that rep really wants to accept this call by issuing a “call” that requires an explicit action on their part to complete.

This is entirely possible with Twilio, and most of how to do this is described in these HowTos:

https://www.twilio.com/docs/howto/callscreening (press * to answer this call)

http://www.twilio.com/blog/2009/05/dialing-multiple-numbers-simultaneously-with-twilio.html

https://www.twilio.com/docs/api/rest/answering-machine-detection (answering machine detection)

These are two key parts of this HowTo.

First, it uses the noun Number to dial the second part of the call. In your case, it is gaining a reputation. The noun <Number> has a url attribute that allows you to specify the URL that Twilio will request when the responder responds. This gives you the opportunity to provide TwiML, which Twilio will perform for this stage of the call. Thus, you can, for example, call rep to press number 2.

Secondly, the verb <Dial> has its own action attribute . This URL will be requested at the end of the second phase of the call for reputation and gives you the opportunity to take other actions. Therefore, if the agent is not responding or not responding, press 2 for the required time, their call ends, and your application can call another report.

Hope this helps.

Answer 2

Devin's answer is correct, but the verb < Number > always a little harder to use.

What you can also do is use Find Me twimlet or figure out how to encode this twimlet in the application if you decide not to use ready-made twimlets.

The concept is that he dials up to 10 numbers one by one. Even if you do not use all 10 numbers, you can enter enough to make sure that the person * ultimately answers the call, no matter what. *

Otherwise, the other solution that I used in my Twilio App, before you type them, you tell them in your verb that if they click on voicemail, that they do not leave a message there as it will NOT reply . Then, if they press 1 while listening to the phone’s voice mail, it will be HANG UP (but will not turn them off), they will not leave a message on this voice mail and will be redirected to your TwiML.

- you then redirect them to Voicemail Twimlet →

where you ask them to leave an email and a phone number, and Twilio will send you audio. That way, you can answer their concerns later.

TwiML should look like this:

<Say> Bla bla is not responding to the first voice message </Say>

<Dial> rep # </ Dial>

// Depending on the answer, if it missed, they exit the set.

<redirect> "voicemail URL" / redirect>

(Go to the Voicemail page to understand how to configure it according to your choice / business logic.)