Skip to contentSkip to navigationSkip to topbar
Rate this page:
On this page

Call Control Concepts | Appendix | Web Sequence Diagrams


The following web sequence diagrams are meant to help better understand a few of TaskRouter's key call control concepts: Blind Transfer and Warm Transfer

If you want to customize any of the flows described here for your own use, you can paste the full descriptions found below each diagram into websequencediagrams.com(link takes you to an external page) and edit from there.

(information)

Info

Brand new to these call control concepts? We've got you covered: check out our documentation to learn more about blind call transfers and warm transfers.


Blind Transfer

blind-transfer page anchor
Blind Calls Transfer web sequence diagram.

_45
title Blind Call Transfer
_45
_45
_45
_45
Caller->Twilio: new call
_45
_45
note over Twilio, App: <not shown> create Task
_45
_45
Twilio->App: Reservation request
_45
_45
App->Twilio: instruction:conference
_45
_45
note right of Twilio: Twilio connects agent and caller to conference
_45
_45
App->Twilio: Conference hold conference.participants.customer
_45
_45
App->Twilio: New Task
_45
_45
note right of Twilio:
_45
_45
fill in task.requested_agent or task.desired_queue.
_45
_45
Ensure workflow acts on this information
_45
_45
Include conference SID of existing call
_45
_45
and TaskSID of original task
_45
_45
end note
_45
_45
App->Twilio: remove original agent leg from conference
_45
_45
App->Twilio: complete original task (or move to wrap)
_45
_45
note right of Twilio: Task gets assigned
_45
_45
Twilio->App: Reservation request
_45
_45
App->Twilio: instruction:call
_45
_45
note right of Twilio: Agent answers
_45
_45
Twilio->App: webhook for TwiML for answered call
_45
_45
App->Twilio: <Dial><Conference>Original Task SID</Conference></Dial>


Warm Transfer sequence diagram.

_71
title Warm Transfer
_71
_71
_71
_71
Caller->Twilio: new call
_71
_71
note over Twilio, App: <not shown> create Task
_71
_71
Twilio->App: Reservation request
_71
_71
App->Twilio: instruction:conference
_71
_71
note right of Twilio: Twilio connects agent and caller to conference
_71
_71
App->Twilio: Conference hold conference.participants.customer
_71
_71
App->Twilio: New Task
_71
_71
alt Warm Transfer to known person
_71
_71
note right of Twilio:
_71
_71
fill in task.requested_agent
_71
_71
Ensure workflow acts on this information
_71
_71
end note
_71
_71
else Warm Transfer to queue
_71
_71
note right of Twilio:
_71
_71
fill in task.desired_queue.
_71
_71
Ensure workflow acts on this information
_71
_71
end note
_71
_71
_71
_71
end
_71
_71
note right of Twilio:
_71
_71
For either option, include in Task:
_71
_71
- conference SID of existing call
_71
_71
- TaskSID of original task
_71
_71
end note
_71
_71
note right of Twilio: Task gets assigned
_71
_71
Twilio->App: Reservation request
_71
_71
App->Twilio: instruction:call
_71
_71
note right of Twilio: Agent answers
_71
_71
Twilio->App: webhook for TwiML for answered call
_71
_71
App->Twilio: <Dial><Conference>Original Task SID</Conference></Dial>
_71
_71
note over Twilio, App: Customer, Agent 1 and Agent 2 in 3-way
_71
_71
App->Twilio: remove original agent leg from conference
_71
_71
App->Twilio: complete original task (or move to wrap)
_71
_71
note over Twilio, App: Customer and Agent 2 in 1:1


Rate this page: