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.
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Co-Authored-By: Claude <noreply@anthropic.com>
jknapp
349840840b