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  • By Lehel Gyeresi
    Tips for Setting up Work from Home Agents with Twilio Flex flex-wfh-header-agents.png

    By now, just about everyone has been affected by the COVID-19 virus outbreak. For many people, one of these effects is having to work from home, maybe for the first time in their lives. Many contact centers are scrambling to transition their staff to work from home. Personally, I helped a company in Italy set up a Twilio Flex powered contact center in less than a week to completely replace their existing premise-based solution.

    In this blog post, I would like to share a couple of tips that may be useful for companies who are scrambling to allow their contact center employees to work from home.

    Changing the default codec in Flex to Opus

    The default codec when launching Flex is G.711 (PCMU). This codec is uncompressed, and it is OK to use in an office setting with a commercial grade internet connection. However, when bandwidth is reduced, call quality …

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  • By Lehel Gyeresi
    Advanced Schedules for Twilio Studio Schedule.png

    Recently, one of my customers asked me to design a scheduling function for them. Here were their requirements:

    • Both Studio Flows and Web Chat had to use the same function
    • The Function needed to handle holidays, as well as days with irregular hours of operation
    • The customer wanted to play a special message in the IVR during the holiday season. The scheduling function has to be versatile enough to know if it's holiday season or not
    • The customer will eventually operate in 12 different time zones, the function had to be market and time-zone aware
    • Functions v2 must be used, so they can include it in their CI/CD pipeline

    JSON file for the schedule

    Here is a JSON file that I came up with that will meet my customer's requirements:

    {
      "holidays": {
        "12/25/2019": {
          "description": "Christmas"
        }
      },
      "partialDays": {
        "12/26/2019": {
          "begin": "10:00:00",
          "end": "14:00:00",
          "description": "Day after …
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  • By Lehel Gyeresi
    IVR Reporting using Studio and Flex Insights figure-insights-reports.bdf8b667c.png

    Flex Insights reports rely on interactions for which a Task gets created. If you have a call that abandons in the IVR or gets resolved in the IVR, the default reporting solution will not report on it. This can be frustrating, especially if your contact center relies on these metrics. In this guide, you'll learn how to track these calls in Flex Insights and create IVR Reports from Studio. Let's get started!

    As a pre-requisite, you will need a Twilio Account that already has Flex Insights enabled. In order to enable Flex Insights, you will need to select a Flex Billing Plan.

    Overview of the Solution

    Calls resolved or abandoned in the IVR do not hit the "Send to Flex" widget, and do not have a task created for them. So how do we get these calls into Flex Insights? We'll create a dummy task for them, route it …

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  • By Lehel Gyeresi
    Encrypting and Storing Twilio Flex Recordings Off-site Copy of Product Template - Flex.png

    By default, Flex stores recordings in a Twilio-owned Amazon S3 bucket. Some customers may have security requirements that require recordings to be stored in a location which they control. This blog post will guide you through how to accomplish just that. Included is a sample project which allows your recordings to be stored in your own Amazon S3 bucket, as well as a Proxy Service which will play back the recordings from your Amazon S3 bucket.

    Enabling Recordings

    First things first. The easiest way to enable recordings in Flex is to enable WFO first. Enabling WFO requires you to select a Flex Billing plan. Once WFO is enabled, in the Twilio Console, go to Flex -> WFO or just click here. Make sure that Call Recording is turned on:

    Flex WFO

    If you are still in the trial mode, you can enable Flex Recordings by using the Actions Framework. …

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  • By Lehel Gyeresi
    Set Up a Dev Environment to Write Twilio Flex Salesforce Plugins Twilio for Salesforce

    Writing plugins for Flex that reside within the SFDC can be a bit of a challenge. The goal of this guide is to make it a bit easier for you as a developer to set up a development environment for creating these plugins.

    It is strongly recommended that you start with either a fresh Salesforce Sandbox or Developer Edition for this exercise, although there is no technical reason why an existing environment should not work. In this guide, we'll use a brand new Developer Edition of Salesforce.

    Create the Salesforce Flex plugin and run it locally

    We create our plugin with the create-flex-plugin npm package. Please refer to the documentation here for help getting started.

    Let's name our plugin plugin-sfdc. We create the standard plugin by running:

    npm init flex-plugin plugin-sfdc

    During the plugin creation process, you will be asked to provide a Twilio Flex Account Sid. You don't …

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