Recording a voicemail while in a Twilio Queue

Question

I\'m writing a call centre app using Twilio, and I\'ve run into a problem. The calls are received and put into a queue, while we find an agent to answer the call. Whilst t

Answer 1

Twilio developer evangelist here.

This behaviour is by design. The documentation provides you the verbs that can be used within the waitUrl TwiML. However, this does not mean that you are out of luck, we can still create this feature.

Instead of going from to you can use to have the user leave the queue. The call won't hang up, rather it will try to carry on from after the original . Add your in that original TwiML and it will play when the user decides to leave the queue and record a message.

So, you initial TwiML will now be:

  
    Thanks for calling, please note all calls may be recorded for security and training purposes. We'll answer your call very shortly.
  
  1COVERAUS
  
    Please record your message after the tone.
  
  

Your waitUrl TwiML stays the same:

  
    
      Thanks for waiting, you're 1 in the queue. Press 1 at any time to leave a message.
    https://s3-ap-southeast-2.amazonaws.com/somemusic.mp3
  

And the Gather action simply becomes:

Let me know if that helps at all.