Introduction

Call queues provide you with an easy way to manage and route inbound phone calls to agents.

If at all you deal with help desks, call centers, or even sales systems, then you have a need for call queues. This chapter will walk you through the various ways in which you can use the Twilio call queue system.

Today, we're going to build a couple of different call queue solutions. Our first solution will be building a simple call queuing system, which will add incoming calls to a queue. Then, when the agents call in, we'll connect the caller to that agent.

Then, we'll build a monitor to show how many callers are in a queue and the average wait time.

After that, we'll cover how to change the maximum queue size of a call queue from the default value of 100 to 150.

Finally, we'll build a second queuing system that will add the incoming callers to a queue, and then forward those calls to a number we've set up, where the agents will talk to them.