Switch to conference-based forwarding with agent features
Replaced problematic Number URL approach with conference-based forwarding to eliminate the "call cannot be completed" issue. Key improvements: - Forward calls now use Conference instead of direct Dial with URL - Caller is placed in conference with hold music while waiting for agent - Agent receives outbound call to join conference with proper caller ID - Agent hears "Incoming call from XXX XXX XXXX" announcement - Conference-based architecture enables future DTMF features - Proper call flow without TwiML interference Technical details: - Added conference status monitoring webhooks - Agent call includes proper caller announcement - Conference starts when agent joins, ends when caller leaves - Hold music plays while waiting for agent - Eliminated URL attribute on Number elements that caused audio issues - Added Conference element support in append_twiml_element function This resolves the voicemail and "call cannot be completed" issues while maintaining call forwarding functionality and preparing for advanced agent features. 🤖 Generated with [Claude Code](https://claude.ai/code) Co-Authored-By: Claude <noreply@anthropic.com>
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@@ -217,6 +217,27 @@ class TWP_Webhooks {
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'callback' => array($this, 'handle_agent_action'),
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'permission_callback' => '__return_true'
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));
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// Conference status webhook
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register_rest_route('twilio-webhook/v1', '/conference-status', array(
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'methods' => 'POST',
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'callback' => array($this, 'handle_conference_status'),
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'permission_callback' => '__return_true'
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));
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// Agent conference join webhook
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register_rest_route('twilio-webhook/v1', '/agent-conference-join', array(
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'methods' => 'POST',
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'callback' => array($this, 'handle_agent_conference_join'),
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'permission_callback' => '__return_true'
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));
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// Agent call status webhook (for conference calls)
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register_rest_route('twilio-webhook/v1', '/agent-call-status-new', array(
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'methods' => 'POST',
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'callback' => array($this, 'handle_agent_call_status_new'),
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'permission_callback' => '__return_true'
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));
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// Request callback webhook
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register_rest_route('twilio-webhook/v1', '/request-callback', array(
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@@ -2842,4 +2863,129 @@ class TWP_Webhooks {
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return $this->send_twiml_response($response->asXML());
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}
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/**
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* Handle conference status events
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*/
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public function handle_conference_status($request) {
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$params = $request->get_params();
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error_log('TWP Conference Status: ' . print_r($params, true));
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$status_callback_event = isset($params['StatusCallbackEvent']) ? $params['StatusCallbackEvent'] : '';
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$conference_sid = isset($params['ConferenceSid']) ? $params['ConferenceSid'] : '';
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$friendly_name = isset($params['FriendlyName']) ? $params['FriendlyName'] : '';
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// Log conference events for debugging
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switch ($status_callback_event) {
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case 'conference-start':
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error_log('TWP Conference: Conference started: ' . $friendly_name);
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break;
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case 'participant-join':
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error_log('TWP Conference: Participant joined: ' . $friendly_name);
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break;
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case 'participant-leave':
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error_log('TWP Conference: Participant left: ' . $friendly_name);
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break;
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case 'conference-end':
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error_log('TWP Conference: Conference ended: ' . $friendly_name);
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break;
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}
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return new WP_REST_Response('OK', 200);
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}
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/**
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* Handle agent joining conference with features
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*/
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public function handle_agent_conference_join($request) {
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$params = $request->get_params();
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error_log('TWP Agent Conference Join: ' . print_r($params, true));
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$conference_name = isset($_GET['conference_name']) ? $_GET['conference_name'] : '';
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$caller_number = isset($_GET['caller_number']) ? $_GET['caller_number'] : '';
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$response = new \Twilio\TwiML\VoiceResponse();
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if (empty($conference_name)) {
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$response->say('Conference not found', ['voice' => 'alice']);
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$response->hangup();
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return $this->send_twiml_response($response->asXML());
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}
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// Announce the incoming call to the agent
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if (!empty($caller_number)) {
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$response->say('Incoming call from ' . $this->format_phone_number_for_speech($caller_number), ['voice' => 'alice']);
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} else {
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$response->say('Incoming call', ['voice' => 'alice']);
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}
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// Set up agent conference with features
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$dial = $response->dial();
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$conference = $dial->conference($conference_name, [
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'startConferenceOnEnter' => true, // Start when agent joins
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'endConferenceOnExit' => false, // Don't end when agent leaves (let caller stay)
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'muted' => false,
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'beep' => false,
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'waitUrl' => '',
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// Enable DTMF detection for agent features
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'eventCallbackUrl' => home_url('/wp-json/twilio-webhook/v1/conference-events'),
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'record' => false // We'll control recording via DTMF
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]);
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error_log('TWP Agent Conference Join: Joining agent to conference: ' . $conference_name);
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return $this->send_twiml_response($response->asXML());
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}
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/**
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* Handle agent call status for conference calls
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*/
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public function handle_agent_call_status_new($request) {
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$params = $request->get_params();
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error_log('TWP Agent Call Status: ' . print_r($params, true));
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$call_status = isset($params['CallStatus']) ? $params['CallStatus'] : '';
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$call_sid = isset($params['CallSid']) ? $params['CallSid'] : '';
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switch ($call_status) {
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case 'initiated':
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error_log('TWP Agent Call: Call initiated to agent: ' . $call_sid);
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break;
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case 'ringing':
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error_log('TWP Agent Call: Agent phone ringing: ' . $call_sid);
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break;
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case 'answered':
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error_log('TWP Agent Call: Agent answered: ' . $call_sid);
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break;
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case 'completed':
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error_log('TWP Agent Call: Agent call completed: ' . $call_sid);
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break;
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case 'busy':
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case 'no-answer':
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case 'failed':
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error_log('TWP Agent Call: Agent call failed (' . $call_status . '): ' . $call_sid);
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// TODO: Could implement fallback logic here (try next agent, voicemail, etc.)
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break;
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}
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return new WP_REST_Response('OK', 200);
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}
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/**
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* Format phone number for speech (adds pauses between digits)
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*/
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private function format_phone_number_for_speech($number) {
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// Remove +1 country code and format for speech
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$cleaned = preg_replace('/^\+1/', '', $number);
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if (strlen($cleaned) == 10) {
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// Format as (xxx) xxx-xxxx with pauses
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return substr($cleaned, 0, 3) . ' ' . substr($cleaned, 3, 3) . ' ' . substr($cleaned, 6, 4);
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}
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return $number;
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}
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}
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