Twilio Studio is a powerful tool that can be used for visually programming IVR flows and adding functionality such as Speech Recognition and SMS into your IVR. You can link your SkySwitch Reseller Account and Twilio account via a Trunk Connection account to use Twilio with your existing hosted customers.

We do not support Twilio, but we do provide support for the connections between your Twilio account and SkySwitch Reseller Account.


What you'll need

You can connect to Twilio by routing DIDs back and forth, but it is recommended to set up a SIP Connection. This requires creating a Connection and a Dial Translation Rule on the backend of the platform and there is a one-time $25 charge for Support to perform the setup.

  • A PBX domain that is already set up
  • A DNS CNAME Entry on your FQDN
  • Fill out the following form which will open a Support ticket to have the connection built (please allow one business day for the setup to be completed): https://form.jotform.com/193465052463459
  • A Twilio Account and a Twilio DID

For our example, we will be using the PBX Domain: twilioivr.15611.service and the FQDN voicesupporters.com.

The Setup

DNS CNAME and Form

  1. Set up your DNS CNAME Record in the following format (replacing the bracketed text):
    1. [pbxdomainname]-[resellerid]-twilio.[domain.com] 
  2. Point the DNS CNAME Record to 
    1. [resellerid].hpbx.outboundproxy.com
  3. Example from Google Domains
  4. Fill out the Jotform above which will submit a Support Ticket. Support will provide credentials in the Ticket after the Connection and Dial Translation have been created.

Twilio

This guide will provide a basic example, please watch our video for a more in-depth IVR Example.

  1. Sign up for a Twilio account at twilio.com if you don't already have one.
  2. Once logged in Navigate to Twilio Studio
  3. Select 'Learn and Build' then 'Create a Flow' and name your Flow
    1. We Recommend selecting the IVR/Phone Tree 'View Guide' for a helpful video on Getting Started.
    2. You can start from scratch, or start with the IVR Template as you get started.
  4. For our example will start with 'Gather input on Call'
    1. Save, then Drag the Red "Incoming Call" dot to the dot in the upper left-hand corner of your Gather Input box.
  5. Define IVR Options with the 'Split Based On' widgets, we will need two of these widgets for our example; one for voice and one for DTMF.
    1. Select Variable to Test: Digits from your First widget.
      1. Select Transitions, New Condition, then set your Digit Matches (don't worry about setting the widget yet).
    2. Select Variable to Test: Speech from your First widget.
      1. Select Transitions, New Condition then set the words you want to match on
  6. Create Widget "Connect Call To"
    1. Connect Call To: 'SIP Endpoint'
    2. SIP Endpoint: [pbxExtension]@[pbxdomainname]-[resellerid]-twilio.[domain.com]
    3. Username: Username that was provided by SkySwitch Support
    4. Password: Password that was provided by SkySwitch Support
  7. Connect all your widgets and don't forget to press 'Publish'
  8. Route a Twilio DID to your Widget then do one of the following
    1. Call the Twilio DID to test!
    2. Forward one of your SkySwitch DID's to the Twilio DID and test!

Troubleshooting

If you call fails to transfer from Twilio to SkySwitch

  1.  Check to see if a Call Trace is generated, if a trace is generated open a SkySwitch Support ticket with the trace.
  2. If there is no call trace generated in the PBX, pull the packet capture from the Twilio interface by doing the following:
    1. Navigate to Programmable Voice > Call Logs
    2. Click on the Failed Call
    3. Download the Packet Capture (you may have to wait up to 5 minutes for this to be available)
    4. Send the packet capture to SkySwitch Support