How to Pass Call Context When Forwarding Across the PSTN

This tutorial demonstrates how to pass call context when forwarding a call across the Public Switched Telephone Network (PSTN) using Twilio Studio and Twilio Functions. The goal is to improve the customer experience by providing relevant information to agents, such as the caller's name, reason for calling, or entity they are contacting. A serverless Voice IVR is built using Twilio Studio, a stateful visual workflow builder, and Twilio Functions, which handle the HTTP request to an external API to pass context to the contact center application. The tutorial covers setting up the Twilio Studio flow, creating a Twilio Function, and configuring the function to forward calls with context to the customer's contact center. The solution is designed to be scalable and adaptable to various business use cases, including tracking end-user phone numbers and entities.

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