Can I automatically get connected to the next caller in a <Queue>?
As with all nouns which can be reached via <Dial>, once the person on the other end disconnects, Twilio will continue to execute the TwiML code it was originally provided.
This means that in the following basic example, since there is no TwiML verb following <Dial><Queue>, both sides of the call will hang up as soon as the enqueued party hangs up. In this example, in order to be connected to the next waiting caller, you must dial to the queue again.
<xml version="1.0" encoding="UTF-8"?> <Response> <Dial> <Queue url="about_to_connect.xml"> support </Queue> </Dial> </Response>
However, if you would prefer to have the agent who is answering your calls be connected to the next caller without the need for them to hang up and dial again, you could follow the <Dial> verb with a <Redirect> verb. An empty <Redirect> verb will redirect the caller to the beginning of the TwiML. Optionally, you could add in a <Say> verb to alert the agent that they are being connected to another caller.
Here’s an example of the code:
<xml version="1.0" encoding="UTF-8"?> <Response> <Say> You will now be connected to the queue. </Say> <Dial> <Queue url="about_to_connect.xml"> support </Queue> </Dial> <Redirect /> </Response>