This post is to document how I have created Queue system using Twilio, AWS Lambda and AWS API gateway. Though I am new to Twilio, I will try to provide accurate information as much as I can
Background:
Twilio Flex is a complete contact center solution. However it is expensive for a small project. Hence I am going to use Queue Resource. Though it has limitation compared to Flex, this was suffice for a small project
Basic call flow:
[mermaid]
flowchart TD;
A[Application user] –>|Twilio VoiceSDK | B(Queue)
A1[PSTN user] –> | Twilio Phone number | B
B –> C{Identify Q}
C –>|Support| D{Support Q}
D –>|Answered| D1[Agent]
D –>|No answer| D2[Xfer to another]
C –>|Sales| E[Sales Agent]
E –>|Xfer| F[Xfer to another]
[/mermaid]
Continue reading Part II