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jknapp e475e68a5f Implement bridged forwarding with agent call control features

Major enhancement to workflow forwarding that solves voicemail issues and adds agent call control capabilities.

Key improvements:
- Converted direct forwarding to bridged forwarding to avoid self-call voicemail issues
- Added DTMF-based agent features during calls:
  * *9 - Hold/Unhold customer
  * *0 - Start/Stop call recording
  * *5 - Transfer to another extension
  * *1 - Mute/Unmute (placeholder for future conference mode)
- Added webhook handlers for agent features and forward results
- Agent features URL attached to Number elements for DTMF detection
- Continuous DTMF listening during active calls
- Proper call leg detection for hold/resume operations

Technical details:
- Added /agent-features webhook for DTMF capture
- Added /agent-action webhook for processing commands
- Added /forward-result webhook for handling dial outcomes
- Modified append_twiml_element to preserve Number attributes (url, method)
- Enhanced logging throughout for debugging

This eliminates the issue where calling yourself would go straight to voicemail and provides professional call control features for agents.

🤖 Generated with [Claude Code](https://claude.ai/code)

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

2025-09-18 18:29:20 -07:00

2.4 KiB

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Twilio WordPress Plugin - Quick Reference

Environment

Production: /home/shadowdao/public_html/wp-content/plugins/twilio-wp-plugin/
Dev: /home/jknapp/code/twilio-wp-plugin/
URL: https://phone.cloud-hosting.io/
Deployment: rsync to Docker (remote server only, not local)
SDK: Twilio PHP SDK v8.7.0

Phone Variable Names

Use: incoming_number, agent_number, customer_number, workflow_number, queue_number, default_number
Don't use: from_number, to_number, phone_number, $agent_phone
Test numbers: Twilio +19516215107, Agent +19095737372

Key Classes

TWP_Twilio_API: Use new TWP_Twilio_API() not singleton
TWP_Admin: Has find_customer_call_leg() - CRITICAL for call control
TWP_TTS_Helper: ElevenLabs/Alice fallback, 30-day cache
TWP_User_Queue_Manager: Auto-creates queues/extensions (100-9999)
TWP_Webhooks: 26 endpoints at twilio-webhook/v1
TWP_Activator: Creates 15 DB tables, run ensure_tables_exist() if missing

Database

15 tables with twp_ prefix. Key notes:

twp_call_queues: User queues (general/personal/hold)
twp_agent_status: Has auto_busy_at for 1-min auto-revert
twp_queued_calls: Uses enqueued_at not joined_at

Critical Functions

Call Control (MUST use call leg detection)

// ALWAYS do this for hold/transfer/requeue:
$customer_call_sid = $this->find_customer_call_leg($call_sid, $twilio);
$api->update_call($customer_call_sid, ['twiml' => $twiml_xml]);

Common Fixes

Recording: Use Twilio.CURRENT for SDK v8
Queue: Pass waitUrl as option in enqueue()
TwiML: Use SDK classes, not raw XML

Recent Changes (v2.3.0)

Browser phone moved to admin-only
Call control uses find_customer_call_leg() to prevent disconnections
Auto-creates user queues/extensions when needed
Firefox support added
1-min agent status auto-revert

Development Notes

API: E.164 format (+1XXXXXXXXXX)
Database: Use $wpdb, prepared statements
AJAX: Verify nonce, return JSON
Naming: TWP_ for classes, twp_ for tables/options
Debugging: Look for "TWP Call Leg Detection" in logs

Features

Agents accept calls via SMS "1"
User-specific queues with extensions
Browser phone at admin.php?page=twilio-wp-browser-phone
ElevenLabs TTS with Alice fallback
68 AJAX actions, 26 REST endpoints

Updated: Sept 2025

2.4 KiB Raw Blame History