Twilio callback status of an outbound call is always 'completed'
I'm trying to create an IVR Phone tree through REST API in Salesforce (Twilio API). The problem is that I can't catch any other callback status except 'completed'.
If the call was cancelled or there was no response on this call, Twilio sends a call response with 'completed' status anyway.
Moreover, a customer gets a voicemail with a recorded 'welcome' message and first phone tree question after an unsuccessful call attempt.
There is a code sample of how calls are created :
TwilioRestClient client = new TwilioRestClient(TwilioSID, TwilioToken);
Map<String,String> params = new Map<String, String>();
String webURL = webServerURL;
params.put('To', phone);
params.put('From', phoneFrom);
params.put('Url', webURL);
params.put('Method', 'GET');
params.put('FallbackUrl', webURL);
params.put('FallbackMethod', 'GET');
params.put('StatusCallback', webURL);
if (!System.Test.isRunningTest()) {
try {
TwilioCall call = client.getAccount().getCalls().create(params);
} catch(Exception ex) {
}
}
In addition, I was trying to add 'StatusCallbackEvent' parameter (link to Twilio documentation - https://www.twilio.com/docs/voice/twiml#callstatus-values) :
params.put('StatusCallbackEvent', 'busy canceled completed failed no-answer');
// and other optiions like :
// params.put('StatusCallbackEvent', 'busy');
// params.put('StatusCallbackEvent', 'canceled');
// params.put('StatusCallbackEvent', 'completed');
// params.put('StatusCallbackEvent', 'failed');
// params.put('StatusCallbackEvent', 'no-answer');
But there was no any difference in a callback status after failed calls.
How should I make calls to get Twilio call responses with all finalized statuses ('busy', 'failed', 'no-answer', etc ...) ?
callback salesforce twilio
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
add a comment |
I'm trying to create an IVR Phone tree through REST API in Salesforce (Twilio API). The problem is that I can't catch any other callback status except 'completed'.
If the call was cancelled or there was no response on this call, Twilio sends a call response with 'completed' status anyway.
Moreover, a customer gets a voicemail with a recorded 'welcome' message and first phone tree question after an unsuccessful call attempt.
There is a code sample of how calls are created :
TwilioRestClient client = new TwilioRestClient(TwilioSID, TwilioToken);
Map<String,String> params = new Map<String, String>();
String webURL = webServerURL;
params.put('To', phone);
params.put('From', phoneFrom);
params.put('Url', webURL);
params.put('Method', 'GET');
params.put('FallbackUrl', webURL);
params.put('FallbackMethod', 'GET');
params.put('StatusCallback', webURL);
if (!System.Test.isRunningTest()) {
try {
TwilioCall call = client.getAccount().getCalls().create(params);
} catch(Exception ex) {
}
}
In addition, I was trying to add 'StatusCallbackEvent' parameter (link to Twilio documentation - https://www.twilio.com/docs/voice/twiml#callstatus-values) :
params.put('StatusCallbackEvent', 'busy canceled completed failed no-answer');
// and other optiions like :
// params.put('StatusCallbackEvent', 'busy');
// params.put('StatusCallbackEvent', 'canceled');
// params.put('StatusCallbackEvent', 'completed');
// params.put('StatusCallbackEvent', 'failed');
// params.put('StatusCallbackEvent', 'no-answer');
But there was no any difference in a callback status after failed calls.
How should I make calls to get Twilio call responses with all finalized statuses ('busy', 'failed', 'no-answer', etc ...) ?
callback salesforce twilio
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
add a comment |
I'm trying to create an IVR Phone tree through REST API in Salesforce (Twilio API). The problem is that I can't catch any other callback status except 'completed'.
If the call was cancelled or there was no response on this call, Twilio sends a call response with 'completed' status anyway.
Moreover, a customer gets a voicemail with a recorded 'welcome' message and first phone tree question after an unsuccessful call attempt.
There is a code sample of how calls are created :
TwilioRestClient client = new TwilioRestClient(TwilioSID, TwilioToken);
Map<String,String> params = new Map<String, String>();
String webURL = webServerURL;
params.put('To', phone);
params.put('From', phoneFrom);
params.put('Url', webURL);
params.put('Method', 'GET');
params.put('FallbackUrl', webURL);
params.put('FallbackMethod', 'GET');
params.put('StatusCallback', webURL);
if (!System.Test.isRunningTest()) {
try {
TwilioCall call = client.getAccount().getCalls().create(params);
} catch(Exception ex) {
}
}
In addition, I was trying to add 'StatusCallbackEvent' parameter (link to Twilio documentation - https://www.twilio.com/docs/voice/twiml#callstatus-values) :
params.put('StatusCallbackEvent', 'busy canceled completed failed no-answer');
// and other optiions like :
// params.put('StatusCallbackEvent', 'busy');
// params.put('StatusCallbackEvent', 'canceled');
// params.put('StatusCallbackEvent', 'completed');
// params.put('StatusCallbackEvent', 'failed');
// params.put('StatusCallbackEvent', 'no-answer');
But there was no any difference in a callback status after failed calls.
How should I make calls to get Twilio call responses with all finalized statuses ('busy', 'failed', 'no-answer', etc ...) ?
callback salesforce twilio
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
I'm trying to create an IVR Phone tree through REST API in Salesforce (Twilio API). The problem is that I can't catch any other callback status except 'completed'.
If the call was cancelled or there was no response on this call, Twilio sends a call response with 'completed' status anyway.
Moreover, a customer gets a voicemail with a recorded 'welcome' message and first phone tree question after an unsuccessful call attempt.
There is a code sample of how calls are created :
TwilioRestClient client = new TwilioRestClient(TwilioSID, TwilioToken);
Map<String,String> params = new Map<String, String>();
String webURL = webServerURL;
params.put('To', phone);
params.put('From', phoneFrom);
params.put('Url', webURL);
params.put('Method', 'GET');
params.put('FallbackUrl', webURL);
params.put('FallbackMethod', 'GET');
params.put('StatusCallback', webURL);
if (!System.Test.isRunningTest()) {
try {
TwilioCall call = client.getAccount().getCalls().create(params);
} catch(Exception ex) {
}
}
In addition, I was trying to add 'StatusCallbackEvent' parameter (link to Twilio documentation - https://www.twilio.com/docs/voice/twiml#callstatus-values) :
params.put('StatusCallbackEvent', 'busy canceled completed failed no-answer');
// and other optiions like :
// params.put('StatusCallbackEvent', 'busy');
// params.put('StatusCallbackEvent', 'canceled');
// params.put('StatusCallbackEvent', 'completed');
// params.put('StatusCallbackEvent', 'failed');
// params.put('StatusCallbackEvent', 'no-answer');
But there was no any difference in a callback status after failed calls.
How should I make calls to get Twilio call responses with all finalized statuses ('busy', 'failed', 'no-answer', etc ...) ?
callback salesforce twilio
callback salesforce twilio
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
asked Nov 21 '18 at 9:12
George AtkinsonGeorge Atkinson
61
61
add a comment |
add a comment |
1 Answer
1
active
oldest
votes
Twilio developer evangelist here.
When you set a URL for the StatusCallback then by default you will only receive callbacks when the call is "completed". A completed call may have different reasons for being completed though, such as "busy", "failed", "no-answer" or plain "completed" and you can read that value from the CallStatus parameter that is sent to the URL.
You can subscribe to other events though, as you tried. The only thing is you were trying to subscribe to the potential statuses and not the events themselves.
For a call you can subscribe to "initiated", "ringing", "answered" and "completed". So try:
params.put('StatusCallbackEvent', 'initiated ringing answered completed');
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
I am guessing you are trying to connect a call using<Dial>? Have you checked theDialCallStatusparameter that is sent to theactionURL?
– philnash
Nov 21 '18 at 13:18
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
|
show 5 more comments
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1 Answer
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1 Answer
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oldest
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oldest
votes
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votes
Twilio developer evangelist here.
When you set a URL for the StatusCallback then by default you will only receive callbacks when the call is "completed". A completed call may have different reasons for being completed though, such as "busy", "failed", "no-answer" or plain "completed" and you can read that value from the CallStatus parameter that is sent to the URL.
You can subscribe to other events though, as you tried. The only thing is you were trying to subscribe to the potential statuses and not the events themselves.
For a call you can subscribe to "initiated", "ringing", "answered" and "completed". So try:
params.put('StatusCallbackEvent', 'initiated ringing answered completed');
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
I am guessing you are trying to connect a call using<Dial>? Have you checked theDialCallStatusparameter that is sent to theactionURL?
– philnash
Nov 21 '18 at 13:18
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
|
show 5 more comments
Twilio developer evangelist here.
When you set a URL for the StatusCallback then by default you will only receive callbacks when the call is "completed". A completed call may have different reasons for being completed though, such as "busy", "failed", "no-answer" or plain "completed" and you can read that value from the CallStatus parameter that is sent to the URL.
You can subscribe to other events though, as you tried. The only thing is you were trying to subscribe to the potential statuses and not the events themselves.
For a call you can subscribe to "initiated", "ringing", "answered" and "completed". So try:
params.put('StatusCallbackEvent', 'initiated ringing answered completed');
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
I am guessing you are trying to connect a call using<Dial>? Have you checked theDialCallStatusparameter that is sent to theactionURL?
– philnash
Nov 21 '18 at 13:18
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
|
show 5 more comments
Twilio developer evangelist here.
When you set a URL for the StatusCallback then by default you will only receive callbacks when the call is "completed". A completed call may have different reasons for being completed though, such as "busy", "failed", "no-answer" or plain "completed" and you can read that value from the CallStatus parameter that is sent to the URL.
You can subscribe to other events though, as you tried. The only thing is you were trying to subscribe to the potential statuses and not the events themselves.
For a call you can subscribe to "initiated", "ringing", "answered" and "completed". So try:
params.put('StatusCallbackEvent', 'initiated ringing answered completed');
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
Twilio developer evangelist here.
When you set a URL for the StatusCallback then by default you will only receive callbacks when the call is "completed". A completed call may have different reasons for being completed though, such as "busy", "failed", "no-answer" or plain "completed" and you can read that value from the CallStatus parameter that is sent to the URL.
You can subscribe to other events though, as you tried. The only thing is you were trying to subscribe to the potential statuses and not the events themselves.
For a call you can subscribe to "initiated", "ringing", "answered" and "completed". So try:
params.put('StatusCallbackEvent', 'initiated ringing answered completed');
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
answered Nov 21 '18 at 12:47
philnashphilnash
38.5k93554
38.5k93554
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
I am guessing you are trying to connect a call using<Dial>? Have you checked theDialCallStatusparameter that is sent to theactionURL?
– philnash
Nov 21 '18 at 13:18
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
|
show 5 more comments
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
I am guessing you are trying to connect a call using<Dial>? Have you checked theDialCallStatusparameter that is sent to theactionURL?
– philnash
Nov 21 '18 at 13:18
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
thanks for the clarification about 'StatusCallback' and 'StatusCallbackEvent'. But it doesn't explain why dropped/unanswered calls have 'completed' status instead of 'cancelled'/'no-answer' and my customer gets a voicemail of the call that he doesn't respond. It would be great if you have some information about this. Because I don't understand how I can influence on Twilio responses any other way. Is it possible to cofigure it in Twillo account ? I couldn't find such settings on its side.
– George Atkinson
Nov 21 '18 at 13:10
I am guessing you are trying to connect a call using
<Dial>? Have you checked the DialCallStatus parameter that is sent to the action URL?– philnash
Nov 21 '18 at 13:18
I am guessing you are trying to connect a call using
<Dial>? Have you checked the DialCallStatus parameter that is sent to the action URL?– philnash
Nov 21 '18 at 13:18
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
No, I'm not using <Dial> at all. TWiML instructions contain only <Say>, <Play> and <Gather> verbs (as I mentioned earlier it's an IVR phone tree). Making a call is carried out only by standard methods provided by Twilio package. Example in the description above.
– George Atkinson
Nov 21 '18 at 13:28
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
Oh, I see. When voicemail answers a call it is counted as an answered call. You could try answering machine detection to understand whether a human or a machine answers the phone and perhaps that would avoid this issue?
– philnash
Nov 21 '18 at 13:30
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
If I understand you correctly, I need to check who picked up the phone (machine or human), and it can be the reason of the issue. Is it right ? Because I tested it earlier by myself - started a call on my phone number and cancelled it manually. But the response was 'completed'
– George Atkinson
Nov 21 '18 at 13:37
|
show 5 more comments
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