在 Twilio 队列中录制语音邮件

Question

我正在使用 Twilio 编写呼叫中心应用程序，但遇到了问题。接听电话并将其放入队列中，同时我们会找到代理接听电话。当他们在听等待音乐时，会读取他们在队列中的位置，我正在尝试使用 Gather 动词让他们按 1 然后留言。

一切都很好，只是它不会记录。我试过在队列外录制，一切都很好，所以问题似乎在于它在队列中。不知道怎么处理？

所以，如果我只是在初始连接时发送：

<Response><Say>Please record your message after the tone.</Say><Record action="http://ngrok.com/handleVoicemailRecording"></Record></Response>

然后它工作正常，并调用该方法。但是，如果我按照我看到的方式执行“正确”路由，则不会发生录制，并且队列会立即重新调用队列的“waitUrl”操作：

初始调用：

[2016-01-19 17:38:45.637] <Response><Say voice="alice" language="en-AU">Thanks for calling, please note all calls may be recorded for security and training purposes. We'll answer your call very shortly.</Say><Enqueue waitUrl="http://ngrok.com/holdMusic">1COVERAUS</Enqueue></Response>

队列 waitUrl 响应：

[2016-01-19 17:38:56.202] <Response><Gather numDigits="1" action="http://ngrok.com/leaveVoicemail"><Say>Thanks for waiting, you're 1 in the queue. Press 1 at any time to leave a message.</Say><Play>https://s3-ap-southeast-2.amazonaws.com/somemusic.mp3</Play></Gather></Response>

记录命令，Say of which 有效，而 Record 无效

[2016-01-19 17:39:10.861] <Response><Say voice="alice" language="en-AU">Please record your message after the tone.</Say><Record action="http://ngrok.com/handleVoicemailRecording"></Record></Response>

然后 3 秒后（在 Say 结束时），Twilio 再次请求 waitUrl，但没有发出哔哔声。

[2016-01-19 17:39:13.757] <Response><Gather numDigits="1" action="http://ngrok.com/leaveVoicemail"><Say voice="alice" language="en-AU">Thanks for waiting, you're 1 in the queue.</Say><Say voice="alice" language="en-AU">Press 1 at any time to leave a message.</Say><Play>https://s3-ap-southeast-2.amazonaws.com/somemusic.mp3</Play></Gather></Response>

有什么想法吗？这是设计使然吗？我能以有用的方式绕过它吗？

Answer 1

这里是 Twilio 开发者宣传员。

此行为是设计使然。 <Enqueue> 文档为您提供verbs that can be used within the waitUrl TwiML。但是，这并不意味着您不走运，我们仍然可以创建此功能。

您可以使用<Leave> 让用户离开队列，而不是从<Gather> 到<Say/><Record/>。通话不会挂断，而是会尝试在原始<Enqueue> 之后继续。在原始 TwiML 中添加您的 <Say/><Record/>，它会在用户决定离开队列并记录消息时播放。

因此，您最初的 TwiML 现在将是：

<Response>
  <Say voice="alice" language="en-AU">
    Thanks for calling, please note all calls may be recorded for security and training purposes. We'll answer your call very shortly.
  </Say>
  <Enqueue waitUrl="http://ngrok.com/holdMusic">1COVERAUS</Enqueue>
  <Say voice="alice" language="en-AU">
    Please record your message after the tone.
  </Say>
  <Record action="http://ngrok.com/handleVoicemailRecording"></Record>
</Response>

您的 waitUrl TwiML 保持不变：

<Response>
  <Gather numDigits="1" action="http://ngrok.com/leaveVoicemail">
    <Say>
      Thanks for waiting, you're 1 in the queue. Press 1 at any time to leave a message.</Say>
    <Play>https://s3-ap-southeast-2.amazonaws.com/somemusic.mp3</Play>
  </Gather>
</Response>

Gather 动作简单地变成：

<Response>
  <Leave/>
</Response>

让我知道这是否有帮助。

Answer 2

我找到了一个解决方案，这并不意味着任何退出队列的人都会转到语音邮件，而是使用 REST API 更改相关呼叫，将其从队列中删除并转发到另一个记录的 TWiML 文档你的消息。