Twilio (Live Call Routing) Integration Guide

Twilio (Live Call Routing) Integration

Twilio is a cloud communications platform for building SMS, Voice & Messaging applications on an API built for global scale.

How Twilio users benefit from PagerTree

Twilio users can route incoming phone calls to on-call customer support. PagerTree acts as the dispatcher for incoming calls, determining the right people to notify based on on-call schedules. Once the call is acknowledged PagerTree connects the caller to the on-call customer support agent.

Functionality of Integration

The Twilio (Live Call Routing) integration is one-way, meaning:

  • When a new call comes in from Twilio, an incident is created in PagerTree automatically.

Live Call Routing Tutorial Overview

In this integration tutorial we will show you how to route an incoming phone call from Twilio into PagerTree. The estimated time for this integration is 7 minutes. We assume that you already have a PagerTree and Twilio account setup.

Note: Twilio Live Call Routing requires the Elite pricing plan.

In Twilio - Setup API Credentials

  1. Open a text editor, as we’ll need to copy several pieces of data.
  2. Navigate to Console Dashboard -> Dashboard Navigate to Dashboard
  3. Copy your ACCOUNT SID to your text editor Copy Account SID
  4. Navigate to Runtime -> API Keys Navigate to API Keys
  5. Click the + button to create a new API Key Navigate to API Keys
    1. Friendly Name - Something descriptive (ex: “PagerTree”)
    2. Click the Create API Key button. Create the new API Key
  6. Copy the API Key
    1. Copy the SID and SECRET to your text editor Copy the API Key
    2. Check the box acknowledging you have saved the API credentials and click Done. Acknowledge the API Key is safe
  7. Our text editor should now look like the following: Text Editor with credentials

In PagerTree

  1. From the navigation menu, click the “+ Integration” button. Click Plus Integration Button
  2. In the “Create Integration” box, fill out the following:
    1. Name of the Integration
    2. Select the Integration Type to Twilio (Live Call Routing)
    3. Select an appropriate urgency for when this integration is triggered
    4. Select the Routable Teams
      Note. If more than 1 team is selected or the special "all" value is selected, callers will be presented with a list of teams they can choose to be routed to. If only one team is selected, the call will be immediately routed to that team.
    5. Paste the ACCOUNT SID you copied earlier to the Account SID field.
    6. Paste the API KEY SID you copied earlier to the API Key field.
    7. Paste the API KEY SECRET you copied earlier to the API Secret field.
    8. Wait Music URL - (Optional) - provide a publicly accessible audio file for callers to listen to while they wait to be connected.
    9. No Answer URL - (Optional) - provide a publicly accessible audio file for callers to listen to when no one is able to answer the call.
    10. Voicemail - (Optional) - Enable/Disable voicemail recording when no one is able to answer the call. Twilio does charge to record a call, but have a generous free tier. Click Create
  3. Click “Create”
  4. Copy the Endpoint URL Copy Endpoint URL

In Twilio - Configure a Phone Number

  1. If you haven’t already, upgrade to a paid Twilio account.
  2. If you haven’t already, buy a phone number.
  3. Navigate to your purchased number Phone Numbers -> Manage Numbers -> Active Numbers. Navigate to Active Numbers
  4. Select the phone number that will be used for Live Call Routing.
  5. On the Phone Number Configure Tab, under Voice & Fax -> A Call Comes In
    1. Paste the PagerTree Endpoint URL you copied earlier
    2. Ensure the type is Webhook
    3. Ensure the action is HTTP POST
    4. Click Save Configure Phone Number Webhooks

You have successfully completed the Twilio (Live Call Routing) Integration. Now when a phone call is received by your Twilio phone number, PagerTree will automatically connect them to the team member currently on-call for the selected team. If you have any questions please contact support@pagertree.com