Twilio add incoming call to queue and call to the agent - php

Question

I have run in the situation where i'm handling incoming call using PHP/laravel, so when client calls to the company number the response is this method :
public function respondToUser()
{
$response = new Twiml();
$audio_file_path = trans('ivr_file_paths.welcome');
$response->play($audio_file_path);
$response->redirect('/ivr/call/enqueue', ['method' => 'POST']);
return $response;
}
But what I want to achieve next is to put incoming call in queue and then run the music in background if the operator (one operator /agent only) is busy, if not then connect to him.
this is what it looks like now
public function enqueueCall(Request $request)
{
$please_wait_audio_file = trans('paths.please_wait');
$please_wait_audio_file = trans('ivr_file_paths.please_wait');
$response = new Twiml();
$dial = $response->dial();
$dial->number('+number');
$response->enqueue('support', ['waitUrl' => $please_wait_audio_file]);
Log::info($response);
echo $response;
}
I know there is no queue right now, but this method just ends up the call..
Any suggestions? Thank you very much!

Answer 1

Twilio developer evangelist here.
I recommend you start by looking at the <Enqueue> TwiML verb which queues a caller up, followed by <Queue> which you can use within <Dial> to pop the next user off from the queue and talk to them.
If you need anything more complicated than that, then start reading into TaskRouter.
edit some example code:
Enqueue the caller and dial your agent.
public function enqueueCall(Request $request)
{
// build up the TwiML
$please_wait_audio_file = trans('ivr_file_paths.please_wait');
$response = new Twiml();
$response->enqueue('support', ['waitUrl' => $please_wait_audio_file]);
// make the call to your agent
$client = new Client($yourTwilioAccountSid, $yourTwilioAuthToken);
$call = $client->calls->create(
$yourAgentNumber,
$yourTwilioNumber,
array("url" => "http://example.com/ivr/call/queue")
);
Log::info($response);
echo $response;
}
When the agent connects, dial the queue:
public function dialQueue(Request $request)
{
$response = new Twiml();
$dial = $response->dial();
$dial->queue('support');
echo $response;
}