Call Control Concepts | Appendix | Web Sequence Diagrams

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title Blind Call Transfer
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Caller->Twilio: new call
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note over Twilio, App: <not shown> create Task
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Twilio->App: Reservation request
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App->Twilio: instruction:conference
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note right of Twilio: Twilio connects agent and caller to conference
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App->Twilio: Conference hold conference.participants.customer
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App->Twilio: New Task
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note right of Twilio:
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fill in task.requested_agent or task.desired_queue.
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Ensure workflow acts on this information
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Include conference SID of existing call
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and TaskSID of original task
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end note
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App->Twilio: remove original agent leg from conference
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App->Twilio: complete original task (or move to wrap)
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note right of Twilio: Task gets assigned
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Twilio->App: Reservation request
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App->Twilio: instruction:call
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note right of Twilio: Agent answers
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Twilio->App: webhook for TwiML for answered call
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App->Twilio: <Dial><Conference>Original Task SID</Conference></Dial>

1
title Warm Transfer
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Caller->Twilio: new call
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note over Twilio, App: <not shown> create Task
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Twilio->App: Reservation request
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App->Twilio: instruction:conference
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note right of Twilio: Twilio connects agent and caller to conference
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App->Twilio: Conference hold conference.participants.customer
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App->Twilio: New Task
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alt Warm Transfer to known person
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   note right of Twilio:
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   fill in task.requested_agent
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   Ensure workflow acts on this information
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   end note
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else Warm Transfer to queue
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   note right of Twilio:
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   fill in task.desired_queue.
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   Ensure workflow acts on this information
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   end note
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end
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note right of Twilio:
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For either option, include in Task:
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- conference SID of existing call
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- TaskSID of original task
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end note
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note right of Twilio: Task gets assigned
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Twilio->App: Reservation request
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App->Twilio: instruction:call
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note right of Twilio: Agent answers
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Twilio->App: webhook for TwiML for answered call
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App->Twilio: <Dial><Conference>Original Task SID</Conference></Dial>
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note over Twilio, App: Customer, Agent 1 and Agent 2 in 3-way
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App->Twilio: remove original agent leg from conference
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App->Twilio: complete original task (or move to wrap)
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note over Twilio, App: Customer and Agent 2 in 1:1