twilio - Enqueued call - How to Dequeue?

Question

I'm currently working on a Twilio queuing system but I'm stuck on how to dequeue the call and connect to an agent.

I have all the calls stacking up in the queue and my understanding was that we need to call Dequeue and below was the sample response available in twilio site.

<Response>
    <Dial>
        <Queue>foo</Queue>
    </Dial>
<Response>

But, this can be sent as a response to twilio when someone calls twilio.

So, Should an agent call a twilio number? If so, Do we need to maintain an internal number for this case, apart from the support number that we have for incoming calls?

Thanks, Baskar.S

Answer 1

Baskar, hello. Megan from Twilio here.

There are two main ways that you may choose to handle this scenario if you have not already come up with a solution.

First, is how you currently seem to be pursuing it using <Enqueue> and <Queue> in which the implementation will follow this flow. And you can see the tutorial for this call queue with examples in PHP and Python.

In this example, you need to maintain a number for customers to call and a number for agents. This is an older example, but it might help conceptually.

Second, is with TaskRouter as discussed in this question here.

I hope this proves to be helpful.