CODEWITHSUNDEEP
twiliocall-flow
user1416522
user1416522

Reputation: 51

Twilio Queue management issue / best practice

We are setting up a call center using Twilio.

At the end of the greetings and menus, our users are redirected to a queue waiting for the next available agent.

We would like the system to: - Call automatically the next available agent. This is to prevent the agent from dialing the queue to know if users are waiting. - Be able to change the order of the queue. Our users have different priorities.

How can we get this done? What are the best practices?

FYI: We are using PHP, TWIML and we DO NOT have our own IPBX (Not able to use SIP Protocol).

Thanks, Dimitri

Upvotes: 1

Views: 334

Answers (1)

Devin Rader
Devin Rader

Reputation: 10366

Twilio evangelist here.

There are a few ways you could do this, but my suggestion would be to use the action attribute of the Enqueue verb.

The action attribute lets you tell Twilio about a URL that you want it to request when a caller leaves the Queue. As part of this request, Twilio will pass you a parameter named QueueSid. Using the QueueSid, you can make a request to Queues endpoint in the Twilio API, see if the current_size of the Queue is greater than zero, and if it is initiate a call out to the next available agent.

Hope that helps.

Upvotes: 2

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