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IVR: Screening & Recording with Java and Servlets

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IVR Screening and Recording in Java and Servlets

This Java Servlets sample application is modeled after a typical call center experience, but with more Reese's Pieces.

Stranded aliens can call an agent and receive instructions on how to get off of Earth safely. In this tutorial, we'll show you the key bits of code that allow an agent to send a caller to voicemail, and later read transcripts and listen to voicemails.

To run this sample app yourself, download the code and follow the instructions on GitHub.

Read how Hulu and IVR with scheduled callbacks on Twilio's platform. Also, find more examples and sample IVR code for many web languages on our IVR application page.

Click here to start the tutorial!

Route the Call to an Agent

When our alien caller reaches our call center, we need to figure out where to route the call. Depending on their input we will route this call to an extension. Extensions are used to look up an agent. Any string can be used to define an extension.

Once we look up the agent, we can use the <Dial> verb to dial the agent's phone number and try to connect the call.

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      src/main/java/com/twilio/ivrrecording/servlet/extension/ConnectServlet.java

      Route the call to an agent

      src/main/java/com/twilio/ivrrecording/servlet/extension/ConnectServlet.java

      With this information, we present aliens with a list of available agents so they can pick one. Let's see how we look up an agent.

      Look up an agent

      Look up an agent

      When we receive a call from an alien we give them a set of options. In this case the options are:

      • For Brodo, press 2
      • For Dagobah, press 3
      • For Oober, press 4

      When our alien caller has made their choice we use the key-press to lookup an Agent.

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          src/main/java/com/twilio/ivrrecording/servlet/extension/ConnectServlet.java

          Find an agent by extension

          src/main/java/com/twilio/ivrrecording/servlet/extension/ConnectServlet.java

          Now that our user has chosen their agent, our next step is to connect the call to that agent.

          Transfer the call to an agent

          Call the agent

          This code begins the process of transferring the call to our agent.

          By passing a url to the <Number> noun, we are telling Twilio to make a POST request to the agents/screen-call route after the agent has picked up but before connecting the two parties.

          Essentially, we are telling Twilio to execute some TwiML that only the agent will hear.

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              src/main/java/com/twilio/ivrrecording/servlet/extension/ConnectServlet.java

              Connect the call to an Agent

              src/main/java/com/twilio/ivrrecording/servlet/extension/ConnectServlet.java

              Our agent can now be called, but how does our agent interact with this feature? Let's dig into what is happening in the agent's screening call.

              See how the agent screens our call

              The agent screens the call

              When our agent picks up the phone, we use a <Gather> verb to ask them if they want to accept the call.

              If the agent responds by entering any digit, the response will be processed by our agents/message route. This will <Say> a quick message and continue with the original <Dial> command to connect the two parties.

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                  src/main/java/com/twilio/ivrrecording/servlet/agent/ScreenCallServlet.java

                  Allow agent to screen a call, accept, and connect to the caller

                  src/main/java/com/twilio/ivrrecording/servlet/agent/ScreenCallServlet.java

                  Now our agent can interact with the call, but what if our agent is currently out? In these cases it's helpful to have voicemail set up.

                  Set up the agent's voicemail

                  Send the caller to voicemail

                  When Twilio makes a request to our Call action method, it will pass a DialCallStatus argument to tell us the call status. If the status is "completed", we hang up. Otherwise, we need to <Say> a quick prompt and then <Record> a voicemail from the alien caller.

                  We also specify an action for <Record>. This route will be called after the call and recording have finished. The route will say "Goodbye" and then <Hangup>.

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                      src/main/java/com/twilio/ivrrecording/servlet/agent/CallServlet.java

                      Redirect a call to voicemail and end the call

                      src/main/java/com/twilio/ivrrecording/servlet/agent/CallServlet.java

                      Now let's take a step back to see how to actually record the call.

                      Record the caller

                      Record the caller

                      When we tell Twilio to record, we have a few options we can pass to the <Record> verb.

                      Here we instruct <Record> to stop the recording at 20 seconds, to transcribe the call, and to send the transcription to the agent when it's complete.

                      Notice that we redirect to a URL that is specific to this agent. This is a convenient way to specify which agent was called to produce the voice message. This way we can also save the associated agent together with the voicemail.

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                          src/main/java/com/twilio/ivrrecording/servlet/agent/CallServlet.java

                          Record a call

                          src/main/java/com/twilio/ivrrecording/servlet/agent/CallServlet.java

                          Finally, we will see how to view an agent's voicemail.

                          View an agent's voicemail

                          Viewing an agent's voicemail

                          Once we look up the Agent, all we need to do is display their recordings. We bind the agent, along with their recordings, to a View.

                          It is possible to look up recordings via the Twilio REST API, but since we have all of the data we need in the transcribeCallback request, we can easily store it ourselves and save a roundtrip.

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                              src/main/java/com/twilio/ivrrecording/servlet/agent/AgentsServlet.java

                              Get the agent index page

                              src/main/java/com/twilio/ivrrecording/servlet/agent/AgentsServlet.java

                              That's it! We've just implemented an IVR with real Agents, call screening and voicemail.

                              What's next?

                              Where to Next?

                              If you're a Java developer working with Twilio, you might want to check out these other tutorials.

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                              Did this Help?

                              Thanks for checking out this tutorial! If you have any feedback to share with us, we'd love to hear it. Connect with us on Twitter and let us know what you build!

                              Mario Celi Jennifer Aprahamian Agustin Camino Andrew Baker Paul Kamp  Kat King

                              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.

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