可以通过 Twilio TaskRouter 进行出站呼叫吗 [英] Can outbound calls be made through Twilio TaskRouter

问题描述

目前，我们有一个基于 Twilio Client for JavaScript(用于 WebRTC 呼叫处理功能)构建的呼叫中心应用程序，并且我们已开始使用 Twilio TaskRouter 来管理来电的工作流程.我们使用 Twilio Client WebRTC 客户端将传入呼叫正确路由到我们的 TaskRouter Workers.我们之前通过 JavaScript 客户端中的 Twilio 客户端库进行了出站调用，并且效果很好.既然 Twilio TaskRouter 已添加到组合中，并且存在当前 Worker 活动的概念，我们的出站呼叫实际上从未拨出到外部电话号码.

Currently we have a call center application that is built on Twilio Client for JavaScript (for the WebRTC call handling capabilities) and we have started to use Twilio TaskRouter for managing the workflows of incoming calls. We have incoming calls properly being routed to our TaskRouter Workers using the Twilio Client WebRTC client. We previously had outbound calling working through the Twilio Client library in our JavaScript client and this worked well. Now that Twilio TaskRouter has been added to the mix and there's the concept of current Worker activity, our outbound calls never actually dial out to an external phone number.

赋值回调的 TaskRouter 文档 似乎表明使用 Twilio TaskRouter 进行出站调用非常可行，但文档似乎将用例框架化为使用 Twilio 客户端从一个 WebRTC 客户端到另一个 WebRTC 客户端的出站调用.我们想要创建从 Twilio 客户端 WebRTC 工作人员到外部电话线的出站呼叫(例如回拨客户).我很确定这个用例在 Twilio TaskRouter 领域内得到支持，但我希望其他人有明确的文档来支持如何执行该场景.

The TaskRouter documentation for assignment callbacks seems to suggest that outbound calling is quite doable using Twilio TaskRouter, but the documentation seems to frame the use cases to outbound calls from one WebRTC client to another WebRTC client using Twilio Client. We want to create an outbound call from a Twilio Client WebRTC worker to an external phone line (e.g. calling back a customer). I'm pretty sure this use case is supported within the realm of Twilio TaskRouter, but I was hoping others have definitive documentation to support how to perform that scenario.

推荐答案

Twilio 开发人员布道者在这里.

Twilio developer evangelist here.

您说得对，文档确实显示了从客户端到客户端的出站呼叫，但是当然可以呼叫外部电话.

You're right, the documentation does show an outbound call being made from client to client, however calls to an external phone are certainly possible.

我相信你指的是这个调用" 来自文档的 JSON 响应:

{
  "instruction": "call",
  "to": "client:jenny",
  "from": "[phone]",
  "url": "http://example.com/agent_answer",   
  "status_callback_url":
    "http://example.com/agent_answer_status_callback"
}

要更改它以拨打号码所需要做的就是将 "client:jenny" 替换为您要拨打的号码.

All you would need to do to change that to call a number is replace "client:jenny" with the number you wish to call.

{
  "instruction": "call",
  "to": "[phone]",
  "from": "[phone]",
  "url": "http://example.com/agent_answer",   
  "status_callback_url":
    "http://example.com/agent_answer_status_callback"
}

如果这有帮助，请告诉我.

Let me know if that helps.

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