Warm Transfer

Have you ever been disconnected from a support call while being transferred to another support agent? Warm transfer eliminates this problem. Using Twilio powered warm transfers your agents will have the ability to conference in another agent in realtime.

Read the full tutorial here!

Requirements:

• Node
• MongoDb

Local development

1. First clone this repository and cd into it.

   git clone git@github.com:TwilioDevEd/warm-transfer-node.git
   cd warm-transfer-node

2. 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 in your Twilio Account Settings. You will also need a TWILIO_NUMBER, which you may find here.

1. Install dependencies.

$ npm install

1. Make sure the tests succeed.

$ npm test

1. Run the application.

$ npm start

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://<your-ngrok-subdomain>.ngrok.io/conference/connect/client

1. Check it out at http://localhost:3000.

That's it!

How to Demo

1. Navigate to https://<your_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.