Overview

The Dialpad Addon - Internal Call plugin for Twilio Flex enables agents to initiate internal agent-to-agent and agent-to-queue calls directly from the Flex user interface. This article covers the features, setup steps, call flows, and answers to common troubleshooting questions.

Product

Twilio Flex

Environment

Twilio Console

What You Need to Know

Key Features

• Agent-to-Agent Direct Calls: Allows agents to select and dial available colleagues directly from a dropdown menu.
• Agent-to-Queue Calls: Enables agents to initiate direct internal calls to specific queues.
• Status Awareness: Filters out agents based on custom-configured activity states to prevent calling unavailable staff.

Installation and Configuration

1. Log in to the Twilio Console.

2. Navigate to: Console -> Flex -> Contact Center Settings -> Plugins -> Plugin Library -> Install Dialpad Addon - Internal Call

3. Configure the required settings during installation:

• TaskRouter Internal Call Workflow SID: Select the required TaskRouter Workflow from the dropdown (Default: Assign to Anyone).
• Call Agent ("call_agent"): Set parameter to true to enable direct calling to individual agents.
• Call Queue ("call_queue"): Set parameter to true to enable internal calls to queues.
• Ignored Status List ("ignored_status_list"): Specify agent activities that should hide an agent from the dropdown menu (for example: "ignored_status_list": ["Offline", "Unavailable"]).

4. Proceed with the plugin installation after configuring the required settings.

How It Works

The plugin extends Twilio Flex by adding a custom interface to the Outbound Dialer Panel.

Agent-to-Agent Direct Call

The plugin adds a Call Agent section to the Outbound Dialer Panel. This section includes a dropdown list where the caller can select the agent/worker they want to contact.

The caller can:

• Open the internal dialpad in Flex.
• Search for and select the required agent or the required queue.
• Click the call button to initiate the internal call.

When the call is initiated, a new separate task is created for both the caller and the target agent. The task created for the target agent is offered as an inbound task, and the Flex SoundManager triggers a ringtone notification when the task is offered to the receiving agent.

Both agents can then manage the internal call from their respective Flex interfaces using the available call controls, such as Hold, Mute, Transfer, and Hang Up. Each agent's Flex UI also displays the relevant Task SID details respectively.

Frequently Asked Questions

Is the caller's existing task passed to the target agent, or is a new task created?

A new task is created for the target agent. The caller's existing task is not passed to the receiving agent.

Why cannot I see the required target agent under the Call Agent section?

Check the current activity/status of the target agent. If the agent is in a status configured under ignored_status_list, such as Offline or Unavailable, the agent will not be displayed in the Call Agent list. Verify the ignored_status_list configuration in the plugin settings and confirm that the target agent's current activity is not included in the excluded list.

Why is the receiving/target agent not getting the call ring notification?

Verify that "Inbound Task Notifications" are enabled for the Flex account. The receiving agent needs to receive the notification for the newly created inbound task. If inbound task notifications are disabled, the receiving agent may not receive the expected ringtone notification when the task is offered.

Conclusion

For additional repository details and technical resources, refer to the Flex Dialpad Addon Plugin GitHub Repository.