TwiML™ 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
reservationSid Reservation Sid none
postWorkActivitySid Activity Sid none

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 in seconds.
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.

reservationSid

If a call was enqueued with a TaskRouter Workflow Sid, you may specify a Reservation Sid in order to bridge this call to the enqueued caller. Once the call has been successfully bridged the pending Reservation will be marked as 'accepted'.

postWorkActivitySid

If a call is bridged using the 'reservationSid' attribute, you may specify an optional 'postWorkActivitySid' value to indicate the what activity state that the Worker should be moved to after the call completes.

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:

Loading Code Samples...
Language
SDK Version:
  • 5.x
SDK Version:
  • 7.x
SDK Version:
  • 3.x
SDK Version:
  • 5.x
SDK Version:
  • 6.x
SDK Version:
  • 5.x
Format:
  • TwiML
const VoiceResponse = require('twilio').twiml.VoiceResponse;

const response = new VoiceResponse();
const dial = response.dial();
dial.queue({
    url: 'about_to_connect.xml'
}, 'support');

console.log(response.toString());
using Twilio.TwiML;
using Twilio.TwiML.Voice;
using System;

class Example
{
    static void Main()
    {
        var response = new VoiceResponse();
        var dial = new Dial();
        dial.Queue("support", url: new Uri("about_to_connect.xml"));

        response.Append(dial);

        Console.WriteLine(response.ToString());;
    }
}
<?php
require_once './vendor/autoload.php';
use Twilio\Twiml;

$response = new Twiml();
$dial = $response->dial();
$dial->queue('support', ['url' => 'about_to_connect.xml']);

echo $response;
require 'twilio-ruby'

response = Twilio::TwiML::VoiceResponse.new
response.dial do |dial|
    dial.queue('support', url: 'about_to_connect.xml')
end

puts response
from twilio.twiml.voice_response import Dial, Queue, VoiceResponse

response = VoiceResponse()
dial = Dial()
dial.queue('support', url='about_to_connect.xml')
response.append(dial)

print(response)
import com.twilio.twiml.Dial;
import com.twilio.twiml.Queue;
import com.twilio.twiml.VoiceResponse;
import com.twilio.twiml.TwiMLException;


public class Example {
    public static void main(String[] args) {
        Queue queue = new Queue.Builder("support").url("about_to_connect.xml")
            .build();
        Dial dial = new Dial.Builder().queue(queue).build();
        VoiceResponse response = new VoiceResponse.Builder().dial(dial).build();

        try {
            System.out.println(response.toXml());
        } catch (TwiMLException e) {
            e.printStackTrace();
        }
    }
}
<?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Dial>
        <Queue url="about_to_connect.xml">support</Queue>
    </Dial>
</Response>
Dialing a queue

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:

Loading Code Samples...
Language
SDK Version:
  • 5.x
SDK Version:
  • 7.x
SDK Version:
  • 3.x
SDK Version:
  • 5.x
SDK Version:
  • 6.x
SDK Version:
  • 5.x
Format:
  • TwiML
const VoiceResponse = require('twilio').twiml.VoiceResponse;

const response = new VoiceResponse();
response.say('You will now be connected to an agent.');

console.log(response.toString());
using Twilio.TwiML;
using System;


class Example
{
    static void Main()
    {
        var response = new VoiceResponse();
        response.Say("You will now be connected to an agent.");

        Console.WriteLine(response.ToString());;
    }
}
<?php
require_once './vendor/autoload.php';
use Twilio\Twiml;

$response = new Twiml();
$response->say('You will now be connected to an agent.');

echo $response;
require 'twilio-ruby'

response = Twilio::TwiML::VoiceResponse.new
response.say('You will now be connected to an agent.')

puts response
from twilio.twiml.voice_response import VoiceResponse, Say

response = VoiceResponse()
response.say('You will now be connected to an agent.')

print(response)
import com.twilio.twiml.VoiceResponse;
import com.twilio.twiml.Say;
import com.twilio.twiml.TwiMLException;


public class Example {
    public static void main(String[] args) {
        Say say = new Say.Builder("You will now be connected to an agent.")
            .build();
        VoiceResponse response = new VoiceResponse.Builder().say(say).build();

        try {
            System.out.println(response.toXml());
        } catch (TwiMLException e) {
            e.printStackTrace();
        }
    }
}
<?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Say>You will now be connected to an agent.</Say>
</Response>
About to connect

Need some help?

We all do sometimes; code is hard. Get help now from our support team, or lean on the wisdom of the crowd browsing the Twilio tag on Stack Overflow.

1 / 1
Loading Code Samples...
SDK Version:
  • 5.x
SDK Version:
  • 7.x
SDK Version:
  • 3.x
SDK Version:
  • 5.x
SDK Version:
  • 6.x
SDK Version:
  • 5.x
Format:
  • TwiML
const VoiceResponse = require('twilio').twiml.VoiceResponse;

const response = new VoiceResponse();
const dial = response.dial();
dial.queue({
    url: 'about_to_connect.xml'
}, 'support');

console.log(response.toString());
using Twilio.TwiML;
using Twilio.TwiML.Voice;
using System;

class Example
{
    static void Main()
    {
        var response = new VoiceResponse();
        var dial = new Dial();
        dial.Queue("support", url: new Uri("about_to_connect.xml"));

        response.Append(dial);

        Console.WriteLine(response.ToString());;
    }
}
<?php
require_once './vendor/autoload.php';
use Twilio\Twiml;

$response = new Twiml();
$dial = $response->dial();
$dial->queue('support', ['url' => 'about_to_connect.xml']);

echo $response;
require 'twilio-ruby'

response = Twilio::TwiML::VoiceResponse.new
response.dial do |dial|
    dial.queue('support', url: 'about_to_connect.xml')
end

puts response
from twilio.twiml.voice_response import Dial, Queue, VoiceResponse

response = VoiceResponse()
dial = Dial()
dial.queue('support', url='about_to_connect.xml')
response.append(dial)

print(response)
import com.twilio.twiml.Dial;
import com.twilio.twiml.Queue;
import com.twilio.twiml.VoiceResponse;
import com.twilio.twiml.TwiMLException;


public class Example {
    public static void main(String[] args) {
        Queue queue = new Queue.Builder("support").url("about_to_connect.xml")
            .build();
        Dial dial = new Dial.Builder().queue(queue).build();
        VoiceResponse response = new VoiceResponse.Builder().dial(dial).build();

        try {
            System.out.println(response.toXml());
        } catch (TwiMLException e) {
            e.printStackTrace();
        }
    }
}
<?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Dial>
        <Queue url="about_to_connect.xml">support</Queue>
    </Dial>
</Response>
SDK Version:
  • 5.x
SDK Version:
  • 7.x
SDK Version:
  • 3.x
SDK Version:
  • 5.x
SDK Version:
  • 6.x
SDK Version:
  • 5.x
Format:
  • TwiML
const VoiceResponse = require('twilio').twiml.VoiceResponse;

const response = new VoiceResponse();
response.say('You will now be connected to an agent.');

console.log(response.toString());
using Twilio.TwiML;
using System;


class Example
{
    static void Main()
    {
        var response = new VoiceResponse();
        response.Say("You will now be connected to an agent.");

        Console.WriteLine(response.ToString());;
    }
}
<?php
require_once './vendor/autoload.php';
use Twilio\Twiml;

$response = new Twiml();
$response->say('You will now be connected to an agent.');

echo $response;
require 'twilio-ruby'

response = Twilio::TwiML::VoiceResponse.new
response.say('You will now be connected to an agent.')

puts response
from twilio.twiml.voice_response import VoiceResponse, Say

response = VoiceResponse()
response.say('You will now be connected to an agent.')

print(response)
import com.twilio.twiml.VoiceResponse;
import com.twilio.twiml.Say;
import com.twilio.twiml.TwiMLException;


public class Example {
    public static void main(String[] args) {
        Say say = new Say.Builder("You will now be connected to an agent.")
            .build();
        VoiceResponse response = new VoiceResponse.Builder().say(say).build();

        try {
            System.out.println(response.toXml());
        } catch (TwiMLException e) {
            e.printStackTrace();
        }
    }
}
<?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Say>You will now be connected to an agent.</Say>
</Response>