CODEWITHSUNDEEP
twilio
Marcel Van de Weerd
Marcel Van de Weerd

Reputation: 73

Put call on and off hold in Twilio

I am trying to implement an on-hold functionality in Twilio VOIP. I will first describe the complete scenario:

When a customer calls in, I am calling all available agents, for example:

<Response> <Dial> <Client>user_1</Client> <Client>user_807</Client> </Dial> </Response>

Any agent can choose to accept the call. During the call, the agent must be able to put the call on-hold and this is the part where I am stuck and tried a bunch of things. I can put the call on hold by making an UPDATE REST request to the current call and executing:

<Response> <Enqueue waitUrl="wait-music.xml"></Enqueue> </Response>

My question is how I can get the call back to the agent.. The agent must be able to retrieve the call back. How can I accomplish this? I can use the <dial> verb but in my opinion this is strange since I'm already calling with the customer. Should I use <conference> to accomplish this? In a later stage I also want to be able to cold-transfer calls.

Thanks,

Marcel

Upvotes: 0

Views: 704

Answers (1)

am1704
am1704

Reputation: 837

In a two party call , when you modify a call leg and redirect it to a different TwiML the other leg disconnects. To achieve your requirement <Conference> is aptly suited . With conference , you can put any leg on and off hold easily.

$POST 

/Conference/CFbbe46ff1274e283f7e3ac1df0097ab39/Participants/CA386025c9bf5d6052a1d1ea42b4d16662
    -d "Hold=True" \
    -d "HoldUrl=https://myapp.com/hold" \
    -u 'AC123:{AuthToken}'

For more details see : https://www.twilio.com/blog/2016/06/introducing-conference-hold.html You might find this article on warm and cold transfer useful too : https://twilio.radicalskills.com/library/call-center-transfers.html

Upvotes: 2

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