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Voice posts

  • By Hiroto Masaki
    SIP レジストレーションにおけるエッジロケーションへの対応 SIP Registration Locality JP

    この記事は英語版ブログ記事の抄訳です。

    SIPレジストレーションを行うことで、SIP対応デバイスやソフトフォンをTwilioに直接接続することができます。またProgrammable Voice APIを使用して、複雑なハードウェアやネットワークへの物理接続を必要とせずに、強力なコール処理ロジックを構築することができます。おなじみのTwilioアプリケーションを使って、PSTNやWebRTC/モバイルクライアントと同じようにSIPエンドポイントに接続することができるのです。しかしこれまでは、レジストレーション済みSIPデバイスはグローバルにコールを発着信することができるものの、SIPレジストレーション先は、米国バージニア州アッシュバーン(米国東部)にある当社データセンターに限定されていました。

    そのような中、2020年6月に、アプリケーションのパフォーマンス向上視点からのエッジロケーション対応機能を新たに発表しました。またこの新機能を通してお届けした基盤を活用し、更にエンドユーザーのコミュニケーション体験向上に貢献する機能をお届けしたいと考えていました。

    そして今回、SIPレジストレーションが、世界中のパブリックおよびプライベートのエッジロケーションに対応できるようになったことをお知らせ致します。これにより、お客様の所在に最も近いエッジロケーションにSIPデバイスをレジストレーションし、デバイス接続のパフォーマンスと耐障害性を向上させることができます。

    エッジロケーション経由で登録すると、アプリケーションのパフォーマンスが向上し、以下のようなメリットがもたら …

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  • By Jesse Sumrak
    VoIP vs. Landline: 6 Things to Consider Before Building VoIP vs. Landline_ 6 Things to Consider Before Building.png

    What should your business use for its phone system: VoIP (Voice over Internet Protocol) or the classic landline telephone? It's a good question, and one you may have never considered before with landlines practically disappearing from residential housing.

    Seventeen years ago, more than 90% of US households had an operational landline phone. Fast forward to today, and it's now less than 40%. With smartphones becoming smarter (go figure) and a constant pocket companion, landlines are quickly losing relevance. And if the trend continues, there's no reason landline phones won't go the way of all technological relics—forgotten, much like VCRs, Walkmans, and floppy disks.

    Dying Landlines

    Landline Phones Are a Dying Breed, statista

    If you're a Gen Z member, there's a good chance you've never even used a landline phone before. Gasp!

    However, old habits die hard. Still, businesses debate VoIP vs. landlines. Which is more cost-effective? What solution has better call …

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  • By Brooke Isaacs
    What is a PBX? pbx2.png

    In a landscape inundated with business telephony system options, it can be hard to know which system works best for which business.

    Before you dive into different providers and systems, let’s go over the basics and get some background information on the subject. There are two main types of telephone systems you’ll need to be aware of: a PBX and the PSTN.

    Beyond that, there are a few types of PBX phone systems that can be personalized to suit the needs of a given organization. There is an abundance of information out there about each type of PBX, and while that may seem intimidating, it doesn’t have to be – we’ve got your back! We’ve outlined everything you need to know about PBX and included a crash course in each type of system.

    What is a PBX and how does it compare to the PSTN?

    A PBX, or …

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  • By Bill Harrison
    Announcing Support for Regional Twilio SIP Registration Regional SIP Registration

     

    SIP Registration allows you to connect your SIP-enabled devices or softphones directly to Twilio, and use the Programmable Voice API to build powerful call-handling logic without standing up complex hardware or physical connections to your network. You can use the Twilio applications you know and love to connect to SIP endpoints the same way you do to the PSTN or WebRTC/Mobile clients. Until now, however, while your registered SIP devices could make and receive calls globally, your endpoints could only register to Twilio via our US-East data center in Ashburn, VA, USA.

    Earlier this year, we announced new Twilio Edge Locations to improve application performance. With this launch, we are building on top of what we delivered to improve the end-user experience.

    Today, we are happy to announce that Twilio SIP Registration is now accessible via our public and private Edge Locations worldwide. Now you can register your SIP device …

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  • By Bill Harrison
    Two More Reasons to Use Twilio Programmable Voice with Your SIP Network Programmable Voice Multidial Blind transfer

    As we continue to grow and develop our Programmable Voice portfolio, we are excited to announce the addition of new capabilities to enhance the overall user experience. These features will enable you to use the applications you have developed for PSTN and Client access interchangeably with your SIP endpoints too.

    Support for Blind Transfer with addition of inbound SIP REFER to Twilio

    The SIP REFER method enables moving an active SIP session from one SIP endpoint to another. In other words, REFER is used to implement call transfers on your SIP-connected calls. Until now, Twilio has only supported sending outbound SIP REFER messages to your SIP network, using the TwiML <Refer> verb.

    Today, we are announcing support of inbound SIP REFER messages, meaning you now can send SIP REFER messages from your SIP network to Twilio in order to initiate call handling in your application. Effectively, this means that Twilio …

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  • By Ramón Ulldemolins
    Announcing Single Party Call Recordings Announcing Single Party Recordings on Twilio Programmable Voice

    We’re excited to announce that we’ve extended voice recording capabilities with single party recording to allow developers to programmatically record only one side of a call. Prior to this release, Twilio’s voice recordings captured all audio from a call, regardless if the file contained one or two channels. Using this new feature, you now have the flexibility to record exactly what you want, all while meeting your specific privacy and compliance needs.

    Whether it's recording only what your support agent says to customers, or what your salesperson says to prospects — the choice is now yours.

    The value of single party recordings

    Call centers look to monitor and improve the performance of their agents using recorded calls as reference for training and to gather insights driven by AI/ML technologies to improve the overall quality of their service. However, due to the global tightening of privacy policies, data collection procedures often …

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  • By Jesper Joergensen
    Twilio Participates in First Successful Test of RCD Using STIR/SHAKEN Protocol Twilio STIR-SHAKEN Test

    For years, illegal and unwanted robocalls have been a fact of life for all of us. The calls range from just being a nuisance to flat-out posing a dangerous threat, putting our financial and private information at peril.

    Throughout the scourge, answers for stopping illegal robocalls have been elusive. It is a tremendously complex problem presenting a complicated challenge to address. As we have discussed in previous blog posts, stopping illegal robocalls is an effort that requires a coordinated effort requiring a combination of law enforcement, public policy and technological innovation.

    Thankfully, real progress on all fronts has been made throughout the last couple of years to turn the tide against robocall scams. For starters, on the public policy front, The TRACED Act was recently passed by Congress and signed into law, which gives the FCC and voice providers more ammunition to combat illegal robocalls. On the law enforcement …

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  • By Tido Carriero
    Twilio Segment Day One: Serving Customers with my Track Jacket App Segment Customer Frustrated Notification Banner

    Twilio and Segment have come together to tear down the data silos that prevent developers from creating amazing customer engagement experiences. The combination of Twilio's developer-first communications platform and the Segment Customer Data Platform makes it much simpler to build those experiences for your customers. And we're ready to prove it to you.

    One of Twilio's traditions is to reward new employees who demo and build their first Twilio app with a signature red track jacket. For my track jacket app, I wanted to begin to show you the power of Segment and Twilio together. I quickly put together a frustrated customer notification app – combining Segment's analytics and audience identification with Twilio's communications channels.

    This application will show how to send Voice, SMS, and WhatsApp notifications via Twilio when one of your customers triggers an event on your website – whether that's an abandoned shopping cart, …

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  • By Jesse Sumrak
    The Fundamentals of VoIP (Voice Over Internet Protocol) The Fundamentals of VoIP (Voice Over Internet Protocol)

    Today's business communications are constantly changing. Years ago, it simply involved voice calls. Now, businesses use calls, messaging, email, mobile apps, chat, and video conferencing to communicate internally and externally on any given day.

    This evolution in communications not only changes employee and customer behavior—but it also changes the hardware and software required to make it happen. That's where VoIP (Voice Over Internet Protocol) comes in. VoIP empowers businesses to replace their outdated, traditional telephones with a complete communications package that happens all on the internet.

    Chances are you've used more than one VoIP-powered app already today. Examples include:

    • Skype
    • Google Hangouts
    • Zoom
    • WhatsApp
    • Facebook Messenger

    VoIP is changing the world of communications. With easy setup, low costs, and greater functionality, it's a technology that the future is embracing.

    Below, we'll deep dive into the nitty-gritty details of VoIP, including what it is, how it works, and why …

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  • By Ana Paula Gomes
    Implement a Support Helpline with Queuing using Python and Twilio Implement a Support Helpline with Queuing using Python and Twilio

    It’s never been so easy to set up your own call center and be in touch with your customers. With Twilio you can manage queues, assign agents and even get metrics about how the queues are working. All of it with little amount of code. In this tutorial we will show you how to accept incoming calls, place them into a queue, and then connect live agents to these callers, using Twilio Voice API, and the Flask framework for Python.

    Tutorial requirements

    To follow this tutorial you need the following components:

    • Python 3.6 or newer. If your operating system does not provide a Python interpreter, you can go to python.org to download an installer.
    • ngrok. We will use this handy utility to connect the Flask application running on your system to a public URL that Twilio can connect to. This is necessary for the development version of the …
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