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twilio
JoshStrange
JoshStrange

Reputation: 1129

Using the Twilio Client API can you answer a specific caller in the queue

I can successfully answer the first caller in the queue by using the .connect() Twilio Client API function but is there way to answer a specific caller.

For example my call center will we able to see the names of the callers (using our own system matching numbers to users) and sometimes a specific call center agent will need answer a specific users call. So let's assume that there are 3 people in queue and the agent needs to be the one to talk to person 2 without having to wait for someone else to answer person 1.

Upvotes: 1

Views: 406

Answers (1)

Devin Rader
Devin Rader

Reputation: 10366

Twilio evangelist here.

As far as I know there is no way to use the <Dial> verb to connect to a specific caller in a Queue. You can however dequeue a specific caller using the REST API:

https://www.twilio.com/docs/api/rest/member#instance-post-example-2

So when an agent clicks the specific caller they want to connect to that could kick off a process that dequeues that specific caller and drops them into a conference, while the agents cal is also redirected in to that same conference.

Hope that helps.

Upvotes: 2

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