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lehel-twilio / plugin-dialpad

Dialpad plug-in for Twilio Flex
Apache License 2.0
51 stars 25 forks source link

Cannot Transfer Outbound Calls #38

Open patrickappelman opened 5 years ago

patrickappelman commented 5 years ago

I just noticed that we are not able to transfer outbound calls. The button is disabled. Transferring calls works fine on inbound calls.

Does anyone have any idea why this would be?

cannot-transfer

trogers-twilio commented 5 years ago

@patrickappelman The stock transfer functionality is only designed to work for inbound calls. I have talked with the TaskRouter team and at this time there is no workaround. The out of the box transfer button is dependent on calls that are routed using Enqueue and reservations accepted with the conference instruction.

With outbound tasks, because the agent must accept the task before there's an actual call placed, there is no call to and the reservation has to be accepted with the call instruction. This means that all the dependencies required for the transfer button to work are not available, so the button stays disabled.

To implement transfer functionality for outbound tasks, you would need to replace the stock transfer button with your own custom component. The methodology for transferring voice tasks is laid out here: https://www.twilio.com/docs/taskrouter/contact-center-blueprint/call-control-concepts-web-sequence-diagrams

jstallm commented 5 years ago

How does the above information change when Twilio Flex adds outbound dialing functionality as described here? https://support.twilio.com/hc/en-us/articles/360010789173-How-do-I-Make-Outbound-Calls-with-Twilio-Flex-

Is it logical to assume that this plugin might become somewhat obsolete? Just wondering how the functionality contained within this plugin might change. Hopefully they will also add the transfer functionality to outbound calls?