The documentation seems to point me at Conferences, but I don't want to have to initiate every call in my organization as a conference, and would rather covert the call if possible. This also has to be seamless - the parties to a call should not experience any delays or pauses just because someone is listening in.

When you use to join two calls together, they are in a parent-child relationship. The first call that you created is the parent, the call that is created by the is the child. You can split the calls by modifying the child call to a different URL.

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Modifying the child will cause the calls to split, the child will execute the TwiML specified by the modify call request. The parent call post to your "action" and will then begin to execute the TwiML at "foo.com". I'm looking into your calls that dropped and trying to understand why that happens, you should not get a call drop from pulling the child away from the parent, this is the correct way to convert a call to a .

twilio stream seems the way to go for what u are trying to create. i myself trying come up with something like this, i still have some problems regading the audio encoding but twilio media streams seems promising.

Many PagerDuty customers around the world are starting to provide direct access to their on-call teams with Live Call Routing (LCR). Simply put, LCR is a PagerDuty add-on feature that allows organizations to extend their customer support for incident response by dynamically routing calls or voicemails to on-call responders.

Think of LCR as a hotline to on-call teams, making it possible for customers or staff to report incidents faster. LCR removes the operational complexity of phone-called incidents by automating this process, and ensuring the on-call teams receive and resolve incidents quickly and effectively. All inbound calls get routed based on the schedules of the on-call team, so anyone can reach the right responder immediately or leave a voicemail that becomes an incident.

LCR ensures that your customers get the best experience with your services. For example, your customer can have a real-time conversation with on-call staff by calling a direct line, bypassing the need to look up an on-call schedule and significantly reducing the MTTA and MTTR. In addition, LCR can forward customer calls via the same global on-call schedules and escalation rules to ensure a responder from the right team takes action on the issue.

Suppose your responder is in the middle of a call and cannot answer the incoming request. In this case, the customer can leave a voicemail, and LCR will automatically trigger an incident for the next available responder. LCR can also easily provision local and international phone numbers via PagerDuty, so your business can set your on-call teams to support customers worldwide.

I'm working on optimizing our monitoring for PureCloud as we currently have some issues where the edges get stuck in some weird state and calls are not routed to our agents. (This is an intermittent behavior and is currently investigated with the support team so the point of this post is not to resolve the whole thing).

We noticed that the temporary solution for this issue is to reboot the edges but we only apply it once the service is noticeably bad and end-users start reporting via email/chat that they can't connect with an agent over our hotline. Our goal is to have proactive monitoring of the number of abandoned calls and to take actions if we reach a certain threshold.

I've tried using the analytics query builder but I can't really achieve the output we look for. Perhaps I'm not using the builder properly but before I dig in further, I would like to confirm with you if the things I want are possible at all.

You could use the notification service and subscribe to the v2.routing.queues.{id}.conversations.calls topic. Any conversation where the acd and customer participant disconnect and the conversation ends without reaching an agent is considered abandoned.

If you are unfamiliar with the notification service then the notification service overview is a good place to start.

This tutorial subscribes to a similar topic using JavaScript and might be helpful.

I think that the oWaiting metric might be useful in our case since the calls which end up as abandoned are left waiting in the queue. So for example, if we notice an abnormal amount of waiting calls, we can proactively reboot the edges. I'm not sure how to get a summarized value for all queues in the org - is there a guide for that too?

For the customization route, we do have an event bridge topic for metrics -topics#v2-analytics-conversation--id--metrics The caveat to this is the metrics will come in raw meaning you'll get singular values for each conversation that abandons. This route won't do the aggregation for you, so if you wanted to trigger an alert for an abandon count going above a certain threshold, you'd need to keep track of the aggregation on your application end and fire the alert based on your own application's logic.

Post-call coaching is a review of the conversation where evaluation forms are completed and some additional feedback is provided. This function usually rolls up to QA and the feedback may be provided through the managers or directly to the agents.

Organizations that provide targeted, direct feedback to agents through post-call coaching have a significant advantage over others. Their post-call coaching is a macro-level, big picture approach designed to address individual skills and behaviors through the lens of a larger goal: professional development and quality customer service.

Coaching models like GROW provide tips and training for effective performance coaching by managers. After prepping your agents, implementing QA scorecards, and familiarizing yourself with the various coaching models, you will be ready to integrate post-call coaching sessions with your team members into your management routine.

1.Identify the objective of the call being reviewed. Ask the employee to identify the objective of the call being reviewed and what happened. If necessary, add to their answer, but be sure to incorporate their response into your summary, as this will help increase their ownership over their own performance. If there was something positive in the conversation, be sure to provide praise in addition to constructive criticism.

4.What could the agent have done differently? Let your employee answer this question first. While managers may identify the visible behavior that led to or created a problem, a self-aware employee may also be able to identify emotional or contextual triggers that contributed to their own responses. Work together to identify what behavior needs to change, and what training, resources, or support your agent may need to make those changes.

Remember that coaching involves asking (primarily) open-ended questions that encourage the employee to take ownership of their part of the conversation and their own performance. Personal responsibility and accountability lead to more growth, both personally and professionally. Your role as a manager is to frame the conversation, keep the focus where it needs to be, keep the conversation moving forward, and offer resources and support where needed.

Yes, there is a good technical solution for audio call-in by attendees, but it requires some equipment. Look up 'mix minus' on YT in the context of podcasting. I've tested it. It works great from a technical point of view.

However, it is HIGHLY inadvisable to implement it from a human behavior point of view. Even on very poorly attended live events, we would have multiple people call into an audio conference line patched into a teams live event who would leave outgoing audio on their phones un-muted after calling in because they were clueless about the etiquette of participating in multi-party audio conference calls.

So, we would get background noise from the phone going into the live event audio and causing havoc. The presenter would have to stop frequently and make endless appeals to people on the phone line to 'PLEASE MUTE OUTGOING AUDIO ON YOUR PHONES!!!!' which would basically be ignored so we would just have to hang up the phone.

If you consider that a live event can scale to 10,000 attendees, you can now understand that attendee call-in isn't officially supported for very good reason, The only reason I would consider doing it is to bring in one or two PRESENTERS by phone and then only after we have rehearsed with them prior to. Forget about bringing in attendees this way. If you're part of the DoD CVR Teams tenant, as I am, and you request an audio conferencing license for your account, there's no need even to set up a 'mix minus' for presenters. When you create your live event, it comes with an audio conference dial-in automatically attached that makes callers presenters when they dial in.

We have a customer that is reporting that they are randomly hearing background dial tone noise on live call. Both parties can hear it and the caller ID shows up as the out bound caller ID. Some time the call drops as well. Any idea? I thought it might be a look but this has turned nothing up.

In a SIP to PRI scenario, it is unlikely this type of problem is caused by the Adtran unit. This is because the Adtran unit is in a purely digital mode, i.e., the audio coming in one interface and out the other interface is digital throughout. The type of problem this customer is experiencing is often labeled as crosstalk, which I would describe as electromagnetic interference between analog pairs of wires.

The problem is most likely between the PBX and the phones, so I would look for problems with wiring between those devices. Again, attempting to determine which lines are on the phone and which lines draw dial tone at the time of the problem will help you isolate the issue.

It is unlikely that the audio coming from the carrier has dial tone being sent in-band. However, if you find a way to duplicate the issue, you can use our DSP audio capture feature, or get a packet capture, to determine if the inbound audio includes the dial tone. Instructions for getting a DSP capture our shown in How to Perform a DSP Capture. 152ee80cbc

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