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Connie Voice Direct + Wait Experience Setup

Connie Voice Direct + Wait Experience provides the most advanced options menu where callers can choose callback or voicemail while retaining their queue position. This creates three possible outcomes for callers.

Caller Experience & Three Outcomes​

When callers use this experience, they have three possible outcomes:

1. Accept Callback/Voicemail Prompt​

  • Caller dials your number
  • Call queued with hold music
  • Caller presses * for options and selects either:
    • Callback request: Keeps place in queue, receives callback later
    • Voicemail: Leaves message instead of waiting
  • Result: Task updated to callback/voicemail type

2. Hang Up Without Action​

  • Caller waits in queue but hangs up before agent answers
  • No interaction with options menu
  • Result: Abandoned call

3. Stay in Queue Until Agent Answers​

  • Caller waits through hold music and options
  • Agent becomes available and answers call
  • Result: Normal call handling

When to Use​

  • Busy organizations with varying call volumes
  • Professional service delivery requirements
  • Need callback functionality during peak times
  • Want full featured call center capabilities

Technical Implementation​

Studio Flow Configuration​

This workflow requires a more sophisticated Studio Flow:

  1. Incoming Call → Play Greeting → Queue with Options
  2. While Queued: Hold music + listen for * key
  3. Options Menu: Route to callback or voicemail
  4. Callback: Create task + disconnect gracefully
  5. Voicemail: Record message + created task

Required Components​

  • TaskRouter Queue with callback capabilities
  • Advanced Studio Flow with Gather widgets
  • Hold music assets
  • Callback management system
  • Voicemail recording capabilities

Setup Steps​

  1. Configure Enhanced TaskRouter Queue

    {
      "queue_name": "Support_With_Options",
      "target_workers": "routing.skills HAS 'support'",
      "max_reserved_workers": 3,
      "task_order": "FIFO"
    }

  2. Upload Hold Music

    • Professional hold music file (MP3/WAV)
    • Upload to Twilio Assets or external hosting
    • Configure in Studio Flow

  3. Create Advanced Studio Flow

    • Start: Trigger Widget
    • Greeting: Play welcome message
    • Queue: Send to TaskRouter with hold music
    • Gather: Listen for * key during hold
    • Options: Present callback/voicemail menu
    • Callback: Create task + polite disconnect
    • Voicemail: Record + create task

  4. Configure Callback Logic

    • Create callback tasks in TaskRouter
    • Include original caller information
    • Set appropriate priority and routing

Features Included​

Hold Music​

  • Professional audio during wait times
  • Customizable music or messaging
  • Seamless transition when agent answers

Callback System​

  • Caller keeps place in line
  • Agent receives callback task with context
  • Reduces abandoned calls during busy periods

Voicemail Option​

  • Alternative to waiting when time is limited
  • Creates task for agent follow-up
  • Includes recorded message

Queue Management​

  • FIFO (First In, First Out) ordering
  • Priority routing capabilities
  • Real-time queue position updates

Advantages​

  • Professional: Full call center experience
  • Flexible: Multiple options for callers
  • Scalable: Handles varying call volumes
  • Efficient: Reduces abandoned calls

Implementation Complexity​

  • Medium to High: Requires multiple components
  • Testing Required: More scenarios to validate
  • Maintenance: Additional systems to monitor

Studio Flow Implementation​

The Connie Voice Direct + Wait Experience is implemented using the Studio Flow:

  • "Connie Voice Direct + Wait Experience (with Email)" - Advanced options menu with email notifications

Current NSS Implementation​

The NSS (Northeastern Social Services) deployment provides a working example:

  • Test Line (+17254447060): Uses "Connie Voice Direct + Wait Experience (with Email)" Studio Flow
  • Features: Full options menu with email notification capabilities
  • Outcomes: Demonstrates all three caller outcome scenarios

Adding Features​

This workflow supports all add-ons:

Migration Paths​

From Connie Voice Direct + Voicemail​

  • Add options menu during wait time
  • Implement callback system with queue retention
  • Test wait experience and outcome tracking

To Advanced Features​

  • Add department routing (IVR)
  • Implement skill-based routing
  • Add business hours handling
  • Email integration for notifications

Troubleshooting​

Common Issues​

  • Hold music not playing: Check audio file format and Studio Flow configuration
  • Options menu not working: Verify Gather widget timeout and key detection
  • Callback tasks not created: Check TaskRouter configuration and serverless functions
  • Queue position not updating: Verify TaskRouter webhook configuration

Performance Optimization​

  • Monitor queue wait times
  • Adjust agent capacity settings
  • Optimize hold music file size
  • Review callback success rates

Quick Fixes​

  • Restart Studio Flow if widgets hang
  • Check Twilio Console for error logs
  • Verify all webhook endpoints are responding
  • Test individual flow components separately