Warm Transfer: Transfer support calls from one agent to another using PHP and Laravel

Local development

This project is built using the Laravel web framework.

1. Clone the repository and cd into it.

2. Install the application's dependencies with Composer.

   $ composer install

3. This application uses PostgreSQL as the persistence layer. You should install it if you don't have it. The easiest way is by using Postgres.app.

4. Create a database.

$ createdb warm_transfer

1. Copy the sample configuration file and edit it to match your configuration.

   $ cp .env.example .env

You can find your TWILIO_ACCOUNT_SID and TWILIO_AUTH_TOKEN under your Twilio Account Settings. You can buy a Twilio phone number here Twilio numbers. TWILIO_NUMBER should be set according to the phone number you purchased above.

1. Generate an APP_KEY.

   $ php artisan key:generate

2. Run the migrations.

$ php artisan migrate

1. Expose your application to the wider internet using ngrok. This step is important because the application won't work as expected if you run it through localhost.

$ ngrok http 3000

Once ngrok is running, open up your browser and go to your ngrok URL. It will look something like this:

http://9a159ccf.ngrok.io

You can read this blog post for more details on how to use ngrok.

1. Configure Twilio to call your webhooks.

You will also need to configure Twilio to call your application when calls are received on your TWILIO_NUMBER. The voice URL should look something like this:

http://9a159ccf.ngrok.io/conference/connect/client

1. Run the application using Artisan.

$ php artisan serve

It is artisan serve default behavior to use http://localhost:8000 when the application is run. This means that the IP address where your app will be reachable on you local machine will vary depending on the operating system.

The most common scenario is that your app will be reachable through address http://127.0.0.1:8000. This is important because ngrok creates the tunnel using only that address. So, if http://127.0.0.1:8000 is not reachable in your local machine when you run the app, you must tell artisan to use this address. Here's how to set that up:

$ php artisan serve --host=127.0.0.1

That's it!

How to Demo

1. Navigate to https://<ngrok_subdomain>.ngrok.io in two different browser tabs or windows.

   Notes:

   • Remember to use your SSL enabled ngrok URL https. Failing to do this won't allow you to receive incoming calls.

   • The application has been tested with Chrome and Firefox. Safari is not supported at the moment.

2. In one window/tab click Connect as Agent 1 and in the other one click Connect as Agent 2. Now both agents are waiting for an incoming call.

3. Dial your Twilio Number to start a call with Agent 1. Your TWILIO_NUMBER environment variable was set when configuring the application to run.

4. When Agent 1 answers the call from the client, he/she can dial Agent 2 in by clicking on the Dial agent 2 in button.

5. Once Agent 2 answers the call all three participants will have joined the same call. After that, Agent 1 can drop the call and leave both the client and Agent 2 having a pleasant talk.

Meta

• No warranty expressed or implied. Software is as is. Diggity.
• MIT License
• Lovingly crafted by Twilio Developer Education.