如何使用 twilio 来保证实时应答或语音邮件? [英] How to use twilio to guarantee a live answer or voicemail?

问题描述

更新:我让它工作了https://github.com/coolaj86/bbilio

我有这样一个场景，客户拨打电话，该电话应转接给第一个接听的代表(让我们暂时只关注一个).

I have this scenario where a customer makes a call and that call should be forwarded to the first representative to answer (let's just focus on one for the moment).

问题在于，有时代表会接听电话或电话关机并直接转到语音邮件，而语音邮件会被检测为答复.

The problem is that occasionally the rep butt-answers or the phone is off and goes straight to voicemail, which is detected as an answer.

我想做的是提出一个挑战，例如使用 gather &说按 2 接听"，超时 5 秒，然后接通电话(或挂断电话)，如果没有代表响应，请转到语音邮件.

What I would like to do is put up a challenge such as using gather & say "press 2 to answer" with a 5 second timeout and then connect the call (or drop the call) and if no rep responds go to voicemail.

我不清楚如何将按 2 的人连接到正在响铃的电话.

I'm not clear on how to connect the person who presses 2 to the phone that's ringing.

推荐答案

Twilio 布道者在这里.

Twilio evangelist here.

所以只是为了确保我理解你的问题.您有客户拨打入站电话，对于每个客户的来电，您都会拨打一堆代表.但是您想通过发出某种挑战"来确保代表确实愿意接受该呼叫，这种挑战"需要他们采取明确的行动才能完成.

So just to make sure I understand your question. You've got customers making inbound calls and for each customers calling, you're dialing a bunch of reps. But you want to make sure that the rep actually wants to accept that call by issuing a "challenge" of some kind that require explicit action on their part to complete.

这在 Twilio 中是完全可能的，并且在这些 HowTos 中描述了大部分方法:

This is totally possible with Twilio and most of how to do it is described in these HowTos:

https://www.twilio.com/docs/howto/callscreening(按 * 接听此电话)

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(应答机检测)

它们是此 HowTo 的两个关键部分.

Their are two key parts of this HowTo.

首先，它使用 Number 名词拨打电话的第二站.在您的情况下，这是拨打代表. 名词有一个 url属性 可让您提供代表回答时 Twilio 将请求的 URL.这使您有机会提供一些 TwiML，Twilio 将为该调用段执行该 TwiML.例如，您可以提示销售代表按数字 2.

First, it uses the Number noun to dial the second leg of the call. In your case this is dialing a rep. The <Number> noun has a url attribute that lets you provide a URL that Twilio will request when the rep answers. This give you the opportunity to provide some TwiML that Twilio will execute for that leg of the call. So you can for example prompt the rep to press the number 2.

其次， 动词有它的 action 属性 设置.当对代表的呼叫的第二段结束时将请求此 URL，并为您提供采取其他一些操作的机会.因此，如果座席未在规定时间内接听或未按 2 键，则他们的通话将结束，您的应用可以呼叫另一位代表.

Second, the <Dial> verb has its action attribute set. This URL will be requested when the second leg of the call to the rep ends and gives you the opportunity to take some other action. So if the agent does not answer or fails press 2 within the require time, their call ends and your app can make a call to another rep.

希望有所帮助.

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