Twilio Call Queue

api.py

from flask import Flask, request
from twilio.twiml.voice_response import Dial, VoiceResponse, Gather
from calls import CallQueue


call_queue = CallQueue("support")
app = Flask(__name__)

AGENTS = {
    "+000000000001": "Ana",
    "+000000000000": "Miguel",
}


@app.route("/voice", methods=['GET', 'POST'])
def voice():
    """Respond to incoming phone calls with a menu of options"""
    resp = VoiceResponse()
    agent = AGENTS.get(request.values.get("Caller"))

    if 'Digits' in request.values:
        choice = request.values['Digits']

        if agent:
            if choice == '1':
                resp.say('You will get the next call.')
                dial = Dial()
                dial.queue('support')
                resp.append(dial)
            else:
                resp.say("Sorry, I don't understand that choice.")
    else:
        queue_size = call_queue.size()
        if agent:
            gather = Gather(num_digits=1)
            gather.say(f'Hello, {agent}. There are {queue_size} callers in the queue, press 1 to answer the next call')
            resp.append(gather)
        else:
            # customer
            resp.say(f'There are {queue_size} people ahead of you. An agent will talk to you soon.')

            # in case you want to play a message before
            #resp.play(
            #    'http://com.twilio.sounds.music.s3.amazonaws.com/MARKOVICHAMP-Borghestral.mp3'
            #)

            resp.enqueue('support')
            # wait_url = 'http://demo.twilio.com/docs/voice.xml'

    # If the caller doesn't select an option, redirect them into a loop
    resp.redirect('/voice')

    return str(resp)


if __name__ == "__main__":
    app.run(debug=True)

calls.py

from twilio.rest import Client


class CallQueue:
    def __init__(self, name):
        self.name = name
        self.client = Client()
        self.sid = self._create()

    def __repr__(self):
        return f"{self.name} ({self.sid})"

    def _create(self):
        current_queues = self.client.queues.list()
        for queue in current_queues:
            if self.name == queue.friendly_name:
                return queue.sid
        else:
            new_queue = self.client.queues.create(friendly_name=self.name)
            return new_queue.sid

    def size(self):
        queue = self.client.queues(self.sid).fetch()
        return queue.current_size