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I am using Twilio Taskrouter to handle multiple calls coming from customers and assign them to workers.

Its working perfectly for me.. Thanks to Twilio..

The enhancement I want to add it here is:

Before assigning worker to my task which is in queue, I want to play some ring so that Customer will come to know that he is going to connect to our Staff.

Currently it just plays hold-music and in between get connected to our Staff by using workers.

Does twilio provides us any way to play some ring or some message like "we are connecting you to one of our staff" etc.

Thanks.

Swati
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1 Answers1

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Twilio employee here. How are you connecting the caller to the agent? Are you using the dequeue assignment instruction? If you'd like a more customized experience you can instead use the dial assignment instruction. That allows you to customize the TwiML that gets executed. You would just need to make sure that your TwiML looks something like this:

<Response>
  <Dial>
    <Queue reservationSid="reservationSid"/>
  </Dial>
</Response>

Hope that helps!

Carter Rabasa
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  • yes @cater-rabasa I am using dequeue assignment instruction. Thanks for the reply, I will try above solution and let you know soon :) – Swati Jun 30 '15 at 06:08
  • Previously I have following: `assignment_instruction = {instruction: 'dequeue', post_work_activity_sid: "--", from: TWILIO_NUMBER, to: dynamic_mobile }`.. This works fine.. Now changing it to.. `assignment_instruction = { instruction: 'call', from: TWILIO_NUMBER, url: api_v1_twilio_answer_donor_call_url, to: dynamic_mobile, accept: true }` and this my action `def answer_donor_call response = Twilio::TwiML::Response.new do |r| r.Play "We are connecting you now.." end render_twiml response end` But this does not work, no call is done to dynamic_mobile number.. am I missing anything? – Swati Jun 30 '15 at 08:37
  • That looks good to me. Can you please send an email to help@twilio.com and we'll try to debug what's going wrong? – Carter Rabasa Jun 30 '15 at 16:58
  • Yeah, just emailed all the details. Thanks :) – Swati Jun 30 '15 at 17:49