We are using Task Router for our Call Center Project. Incoming calls routing through Task Router to our agents. Now, We have to impliment Video Call as well. I want to understand, how we can use Same Task Router for Voice Call and Video call to distribute to our Agents ?
Is there any code of reference example to use that ?
Twilio developer evangelist here.
We have one example of a multichannel contact centre that is powered by TaskRouter. You can see it on GitHub here: https://github.com/nash-md/twilio-contact-center.
When you integrate Voice with TaskRouter, the TwiML integration makes it straightforward to create tasks by enqueueing the call to a workflow. When you are working with other inputs you need to manually create the tasks and handle the assignment on the other end too. This app should help you see how that works.
I'm not super familiar with the codebase myself, but you probably want to start by checking out the task controller which starts video chat rooms and creates a task to match. Then the workflow controller is the client side component that deal with receiving, accepting or denying reservations.
Let me know if that helps at all.