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TwiMLTM Voice: <Queue>

The <Dial> verb's <Queue> noun specifies a queue to dial. When dialing a queue, the caller will be connected with the first enqueued call in the specified queue. If the queue is empty, Dial will wait until the next person joins the queue or until the timeout duration is reached. If the queue does not exist, Dial will post an error status to its action URL.

Noun Attributes

The <Queue> noun supports the following attributes that modify its behavior:

Attribute Name Allowed Values Default Value
url relative or absolute URL none
method GET, POST POST

url

The 'url' attribute takes an absolute or relative URL as a value. The url points to a Twiml document that will be executed on the queued caller's end before the two parties are connected. This is typically used to be able to notify the queued caller that he or she is about to be connected to an agent or that the call may be recorded. The allowed verbs in this TwiML document are Play, Say, Pause and Redirect.

Request Parameters

Twilio will pass the following parameters in addition to the standard TwiML Voice request parameters with its request to the value of the 'url' attribute:

Parameter Description
QueueSid The SID of the queue.
CallSid The CallSid of the dequeued call.
QueueTime The time the call spent in the queue.
DequeingCallSid The CallSid of the call dequeuing the caller.

method

The 'method' attribute takes the value 'GET' or 'POST'. This tells Twilio whether to request the 'url' above via HTTP GET or POST. This attribute is modeled after the HTML form 'method' attribute. 'POST' is the default value.

Examples

Example 1: Dialing a queue

In this example, the caller wants to dequeue a call from the 'support' queue. Before connecting, the following TwiML might be executed:

<?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Dial>
        <Queue url="about_to_connect.xml">support</Queue>
    </Dial>
</Response>

And the 'about_to_connect.xml" TwiML document which will be played to the caller waiting in the queue before connecting might look something like this:

<?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Say>You will now be connected to an agent.</Say>
</Response>