Holding Child Call in Twilio Studio even after Parent Call Ends

Question

I'm currently building an IVR flow using Twilio Studio, and I'm facing an issue with handling calls. Here's an overview of the flow:

1.I initiate an outgoing call to the user using the "Make Outgoing Call" widget.

2.After the user answers, I ask some IVR questions.

3.Upon correct answers, I connect the call to my employee using TwiML like this:

    <?xml version="1.0" encoding="UTF-8"?>
<Response>
    <Dial>
        <Number
            statusCallbackEvent="answered"
            statusCallback="{{call_back_url}}/yes/{{attempt}}/{{flow_id}}"
            statusCallbackMethod="POST">
            {{doctor_number}}
        </Number>
    </Dial>
    <Redirect>
        https://webhooks.twilio.com/v1/Accounts/xxx/Flows/xx?FlowEvent=return&amp;test=success&amp;child_call_sid={{ChildCallSid}}&amp;child_call_status={{child_call_status}}&amp;child_call_duration={{child_call_duration}}
    </Redirect>
</Response>

The problem arises when the user ends the call (parent call); it terminates both the parent and child calls. However, I want to keep the child call active even if the parent call ends so that I can reconnect the user with my agent or employee.

How can I achieve this in Twilio Studio? Is there a way to hold the child call independently of the parent call?

Answer 1

In a Voicecall, if either the caller or the callee disconnect, then all call legs will end.

If you do not want this behavior, then use a Voice Conference. A Voice Conference can be setup to not end if one of the members hangs up. This totorial "How to build a conference call line with Twilio Studio" will walk you through the setup. Using a "conference" even with only two callers works great and unlocks many features only available within the conference.