Twilio Studio - Connect Call To Timeout

Question

Using Twilio Studio and our flow is set to "Connect Call To" widget a generic phone unless an extension is entered, then "Connect Call To" widget a person's desk phone, this is using the "Split Based Upon" widget. Problem occurs when a user does not pick up their phone and a timeout occurs. How does the flow send the user back to the Twilio "Record Voicemail" widget?

Answer 1

I was able to figure this out. The previous answers don't have the up to date Twilio "Connect Call To" feature documented.

1. Create a "Connect Call To" widget.
2. On the "Connected Call Ended" option, connect that to a "Split Based On" widget.
3. Check Call Status Documentation for more information but we'll want to do is check if the DialCallStatus of the Connect Call To widget value is equal to no-answer, failed, and busy. That way if the caller you are trying to connect to either pushes end before call connects, it times out, or it fails for whatever reason, it'll send you to the next thing.

I've attached a picture below for reference.

Answer 2

From my testing, this would work in one instance, the caller NOT hanging up. If the caller does hang up the call will remain in an active engagement status as the dialCallStatus matches "no-answer" for both a hung-up call AND a call which the target user did not pick up the line.

Answer 3

You need to add a Split Based Upon after Call Complete. In the Variable To Test dropdown box, type {{widgets.connect_call_1.DialCallStatus}} (replace connect_call_1 with the name of your widget).

Create a transition for Equal To no-answer. Connect this to a Say/Play and then to a Record Voicemail. Leave No Match disconnected so that the call will end if the targeted extension hangs up.