Configuring Twilio Numbers
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This information is available for CxEngage users who have and maintain a Twilio account for telephony services. If your telephony is provided by Enghouse Interactive and you require help with a Twilio number, please submit a request through Enghouse Interactive Support. |
If you manage your own Twilio account, first ensure that your Twilio voice conference settings are set to agent conferencing. Using basic conferencing results in errors in your CxEngage tenant configuration.
Each Twilio number has Voice and Messaging (SMS) request URL parameters that you can point to your CxEngage tenant through the Twilio account portal. Your Twilio number needs to be configured with the request URLs specific to the type of request on the particular tenant. For example, the request URL for SMS is different for every separate tenant, and the request URLs for Voice and SMS are different even for the same tenant.
You can use the Twilio Markup Language (TwiML) App to easily configure or update multiple telephone numbers with your request URLs. Prior to buying or configuring your Twilio number, create a TwiML app with your configuration details.
To configure your number with a TwiML App when you purchase it:
- Follow the steps to purchase a new phone number.
- At the purchase confirmation, click Setup number.
- Under the Properties section of the Configure tab, enter a short descriptive name for this number in the Friendly Name field. Alternatively, you can leave the telephone number in the field.
This name only appears in your list of numbers on the Twilio site and does not appear in CxEngage. - Under the Voice and/or Messaging sections, select TwiML App from the Configure With drop down menu.
- The Webhooks/TwiML drop down option is only used if you are manually entering the complete request URLs for numbers individually.
- The Webhooks/TwiML drop down option is only used if you are manually entering the complete request URLs for numbers individually.
- Select the friendly name of your TwiML App that has the request URLs configured.
- Click Save.
To configure your number after it's been purchased, or to update existing request URLs:
- Access Twilio and log in to your account.
- If you have two factor authentication enabled, you may need to enter a verification code sent to the phone number on your profile.
- If the phone number was purchased for a sub-account, access that sub-account in the Home menu by going to Account > Subaccounts and then clicking View Subaccount.
- Access the Phone Numbers menu (#).
- Click on the phone number that you are updating.
- Click on the phone number that you are updating.
You can enter any part of the number into the Numbers filter and then click Filter to limit the number of results displayed. - Under the Properties section, enter a short descriptive name for this number in the Friendly Name field. Alternatively, you can leave the telephone number in the field.
This name only appears in your list of numbers on the Twilio site and does not appear in CxEngage. - Under the Voice and/or Messaging sections, select TwiML App from the Configure With drop down menu.
- The Webhooks/TwiML drop down option is only used if you are manually entering the complete request URLs for numbers individually.
- Select the friendly name of your TwiML App that has the request URLs configured.
- Click Save.
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The TwiML App is not necessary, but is recommended. If you do not use a TwiML App you can manually enter or update the request URLs below into the A Call Comes In webhooks field that appears when selecting the Webhooks/TwiML configuration option, replacing {{tenant-id}} with your unique tenant ID. Use the Voice and SMS request URLs that correspond to the region that your tenant belongs to:
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