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Make Outgoing Call

The Make Outgoing Call widget has been upgraded and now supports enhanced call recording options and Answering Machine Detection. Any existing Flows using v1 will continue to work as before and show the old functionality of the widget. But for any new instances of the widget added to a Flow, only v2 of the widget will be available. For Flows that still rely on v1, refer to Make Outgoing Call v1 documentation.

Make Outgoing Call.png

Description:

Make Outgoing Call allows you to dial the Contact's phone number within your Flow. Use this Widget to reach the Contact with an automated call, and follow up by adding voice messages, asking for input via Gather. It can connect the Contact to an agent by dialing and merging with current call.

Make Outgoing Call uses the Twilio Voice Calls API.

Required Configuration:

The required fields for this Widget are To and From. The To must be the Contact's phone number and cannot be changed, but the From can be variables or hard-coded phone numbers.

Name

Description

Default

Number To Call

The Contact's phone number (cannot be changed)

Flow Default contact.channel.address

Number to Make Call From

The phone number to use as the Caller ID

Flow Default flow.channel.address

Optional Configuration:

Name

Description

Default

Record Call

Record the call and save as an mp3.

Values: On, Off

If set to On, Recording Channels and Recording Status Callback URL fields can be set.

Off

Recording Channels

The number of channels in the output recording.

Values : Mono Channel, Dual Channel

Mono Channel - Records all audio of the call in one channel.
Dual Channel - Records both parites of the call into separate channels.

Mono Channel

Recording Status Callback URL

The URL that will be called when the recording is available to be accessed.

None

Trim Silence

Trim the leading and trailing silence from the call recording.

Values: On (trim-silence), Off (do-not-trim)

On

Detect Answering Machine

Detect if a human, answering machine, or fax has picked up the call

Values: On, Off

If set to On, other machine detection settings can be configured.

Off

Machine Detection

The mode of Answering Machine Detection to run.

Values:

Detect Machine Start - Detect Machine Start will return a result as soon as the called party is identified. The ‘AnsweredBy’ Studio variable will be one of the following: machine_start, human, fax, unknown

Detect Machine End - Detect Machine End will return a human or fax immediately but when an answering machine is detected, it returns only at the end of the greeting, usually indicated by a beep. The ‘AnsweredBy’ studio variable will be one of the following:

machine_end_beep, machine_end_silence, machine_end_other, human, fax, unknown

Use Split widget to specify conditions based on values above.

Liquid Variable Input

See the Programmable Voice - Answering Machine Detection REST API docs for more information.

Detect Machine Start

Machine Detection Timeout (s)

The number of seconds that Twilio should attempt to perform Answering Machine Detection before timing out and returning the 'AnsweredBy' studio variable as unknown. (Only applicable if 'Detect Answering Machine' is set to 'On'.)

Possible values in seconds: 3s-120s

30s

Machine Detection Speech Threshold (ms)

The number of milliseconds that is used as the measuring stick for the length of the speech activity, where durations lower than this value will be interpreted as a human and longer than this value as a machine. (Only applicable if 'Detect Answering Machine' is set to 'On'.)

Possible values in milliseconds: 1000ms - 6000ms

2400ms

Machine Detection Speech End Threshold (ms)

The number of milliseconds of silence after speech activity at which point the speech activity is considered complete. (Only applicable if 'Detect Answering Machine' is set to 'On'.)

Possible values in milliseconds: 500ms - 5000ms

1200ms

Machine Detection Silence Timeout (ms)

The number of milliseconds of initial silence after which an ‘unknown’ AnsweredBy result will be returned. (Only applicable if 'Detect Answering Machine' is set to 'On'.)

Possible values in milliseconds: 2000ms - 10000ms

5000ms

Send Digits

A string of keys to dial after connecting to the number, maximum of 32 digits. Valid digits in the string include: any digit (0-9), '#', '*' and 'w', to insert a half second pause. For example, if you connected to a company phone number and wanted to pause for one second, and then dial extension 1234 followed by the pound key, the value of this parameter would be ww1234#.

None

Timeout

The number of seconds the phone is allowed to ring before assuming there is no answer.

Possible values in seconds: 0s - 600s

60s

SIP Username

The username used to authenticate the caller making a SIP call.

None

SIP Password

The password required to authenticate the user account specified in sip_auth_username.

None

Transitions:

These are the events that trigger transitions from this widget:

Name

Key

Description

Answered

answered

Fired when a call is answered. If 'Detect Answering Machine' is 'On', the following additional parameter will be available in the Studio context as a variable:

  • AnsweredBy

Examples:

{{widgets.call_1.AnsweredBy}}


Inspect AnsweredBy in a Split widget to branch Flows. Possible values of AnsweredBy differ depending on what value the 'Machine Detection' parameter is set to. Refer to Answering Machine Detection documentation for full details.

Busy

busy

Fired when the call is busy

No Answer

noAnswer

Fired when the call is unanswered

Call Failed

failed

Fired when the call fails to initiate

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