node-red-contrib-twilio-ivr

This library of Node-RED nodes enables you to build a powerful and flexible Interactive Voice Response (IVR) telephone system with Twilio and Node-RED. This README assumes you have experience with Twilio and Node-RED, but there is a much more comprehensive article here which gives a detailed description of how it all works.

A Twilio Node-RED IVR is essentially a web server that returns TwiML markup to Twilio. This is the basic architecture of the system:

The nodes in this library create the TwiML markup for Twilio to present to the caller. You will also need to create a Node-RED flow for the Twilio IVR Core which handles incoming requests and properly routes the call based on the caller's input. The Universal Router is the HTTP endpoint /router. In your Twilio account, you will need to configure your phone number to invoke the HTTP endpoints defined in the IVR Core flow.

TwiML Nodes

These nodes can be assembled together to create TwiML response documents. Many correspond directly to TwiML tags, but the 'menu' node is more complex and creates the TwiML content for a whole menu.

node | description ---- | ----------- | begin the TwiML response -- handled by IVR Core flow | end the TwiML response -- handled by IVR Core flow | begin a TwiML Gather operation which gets input from the caller | end TwiML Gather operation | say a phrase | play an audio file | record the caller | dial out to another phone number | speak an IVR menu to the caller | set the next route to invoke after this route executes | pause for a specified number of seconds | redirect Twilio to a URL -- only used by IVR Core flow | hang up and end the Twilio call | choose an output path randomly

Installation and Setup

Install Node-RED nodes

Run the following command in your Node-RED user directory typically ~/.node-red

npm install node-red-contrib-twilio-ivr

Twilio IVR Core Flow

Create a Node-RED flow called Twilio IVR Core with the following contents:

[{"id":"8ab1082a.cd5f18","type":"http in","z":"e1c92446.8eb838","name":"/error","url":"/error","method":"post","swaggerDoc":"","x":102,"y":430,"wires":[["f03e604e.f677a","8aa3265f.ee1348"]]},{"id":"f03e604e.f677a","type":"debug","z":"e1c92446.8eb838","name":"Error","active":true,"console":"false","complete":"true","x":237,"y":501,"wires":[]},{"id":"1574496a.015917","type":"http in","z":"e1c92446.8eb838","name":"/status","url":"/status","method":"post","swaggerDoc":"","x":107,"y":744,"wires":[["7059efa9.48bf2","9c0132f.00a77d"]]},{"id":"7059efa9.48bf2","type":"debug","z":"e1c92446.8eb838","name":"Status","active":true,"console":"false","complete":"true","x":236,"y":799,"wires":[]},{"id":"e712f6a.c90e308","type":"say","z":"e1c92446.8eb838","name":"","phrase":"An error occurred","voice":"man","x":402.5,"y":430,"wires":[["24aad9b3.331e96"]]},{"id":"9c0132f.00a77d","type":"function","z":"e1c92446.8eb838","name":"destroy session","func":"if (msg.payload.CallStatus == 'completed') {\n    var sessions = global.get(\"sessions\");\n    if (sessions) {\n        node.log(\"destroying session for \" + msg.payload.From);\n        delete sessions[msg.payload.CallSid];\n    }\n}\nreturn msg;","outputs":1,"noerr":0,"x":297,"y":744,"wires":[["15e44a56.bf4b86"]]},{"id":"33a11367.19ab9c","type":"http response","z":"e1c92446.8eb838","name":"empty response","x":679.5,"y":744,"wires":[]},{"id":"15e44a56.bf4b86","type":"function","z":"e1c92446.8eb838","name":"set status code","func":"msg.statusCode = 204;\nreturn msg;","outputs":1,"noerr":0,"x":492.5,"y":744,"wires":[["33a11367.19ab9c"]]},{"id":"2504037.2cea3fc","type":"comment","z":"e1c92446.8eb838","name":"invoked by Twilio on call completion","info":"","x":198.5,"y":700,"wires":[]},{"id":"c49ff22e.9143b","type":"twiml-end","z":"e1c92446.8eb838","name":"","x":921,"y":430,"wires":[["7fed097b.707cb8"]]},{"id":"7fed097b.707cb8","type":"http response","z":"e1c92446.8eb838","name":"return to Twilio","x":1096,"y":430,"wires":[]},{"id":"8aa3265f.ee1348","type":"twiml-begin","z":"e1c92446.8eb838","name":"","x":254,"y":430,"wires":[["e712f6a.c90e308"]]},{"id":"24aad9b3.331e96","type":"function","z":"e1c92446.8eb838","name":"process error","func":"var sessions = global.get(\"sessions\");\nif (sessions) {\n    msg.session = sessions[msg.payload.CallSid];\n}\nvar errorRoute;\nif ((msg.session) && (msg.session.currentRoute)) {\n    errorRoute = msg.session.currentRoute;\n} else {\n    errorRoute = '/router';\n}\nnode.error('Error processing route: ' + errorRoute);\n// Arrange for call to redirect to router and follow /begin route.\nif (msg.session) {\n    msg.session.nextRoute = \"/begin\";\n}\nmsg.topic = msg.baseUrl + '/router';\n\nreturn msg;","outputs":1,"noerr":0,"x":549.5,"y":430,"wires":[["bf68d1a4.83fe2"]]},{"id":"5ae6b177.c4e85","type":"http in","z":"e1c92446.8eb838","name":"/router","url":"/router","method":"post","swaggerDoc":"","x":96,"y":108,"wires":[["66085aec.f638c4","b045d18.d08123"]]},{"id":"4c7e21e6.2f203","type":"function","z":"e1c92446.8eb838","name":"process input","func":"msg.session = global.get(\"sessions\")[msg.payload.CallSid];\n\t\t\t\nvar digits = msg.payload.Digits;\n\n// If a key was pressed and a menu defined\nif (digits) {\n  var numDigits = digits.length;\n  node.log('digits= \\\"' + digits + '\\\"');\n  \n  // For convenience, save digits as space-separated string for speech.\n  msg.payload.digitSpeech = \" \";\n  for(var i=0;i<numDigits;i++) {\n    msg.payload.digitSpeech += msg.payload.Digits[i] + \" \";\n  }\n\n  \n  if ((numDigits == 1) && (msg.session.menuMap)) {\n    // If a key was pressed and a menu defined\n    delete msg.session.selectedItem;\n    if (digits == '*') digits = 'star';\n    if (digits == '#') digits = 'pound';\n    msg.session.selectedItem = msg.session.menuMap[digits];\n    var menuItem = msg.session.selectedItem;\n    if (menuItem) {\n      msg.route = menuItem.route;\n      node.log('menu selection --> ' + msg.route);\n    }\n  }\n} else {\n  if (msg.payload.SpeechResult) {\n    var speech = msg.payload.SpeechResult;\n    node.error(speech);\n    speech = speech.toLowerCase();\n    msg.session.selectedItem = msg.session.menuMap[speech];\n    var menuItem = msg.session.selectedItem;\n    if (menuItem) {\n      msg.route = menuItem.route;\n      node.log('menu selection --> ' + msg.route);\n    }\n  } \n}\nif (!msg.route) {\n  // route not specified by a menu selection or speech\n  if (msg.session.nextRoute) {\n    msg.route = msg.session.nextRoute;\n    node.log('using nextRoute --> ' + msg.route);\n    delete msg.session.nextRoute;\n  } else {\n    node.log('could not determine route!');\n  }\n}\nmsg.session.currentRoute = msg.route;\nreturn msg;\n\n","outputs":"1","noerr":0,"x":610.5,"y":109,"wires":[["7d754201.27f0dc"]]},{"id":"7927d7a6.3c71d8","type":"comment","z":"e1c92446.8eb838","name":"Universal Router","info":"","x":126.5,"y":47,"wires":[]},{"id":"5ed7599d.3d7d48","type":"http response","z":"e1c92446.8eb838","name":"return to Twilio","x":3104,"y":92,"wires":[]},{"id":"dfd94a08.db0788","type":"http request","z":"e1c92446.8eb838","name":"invoke route","method":"POST","ret":"txt","url":"{{{baseUrl}}}{{{route}}}","tls":"67cad65a.96bda8","x":1629.5,"y":103,"wires":[["e24c692a.1c9f78"]]},{"id":"7d754201.27f0dc","type":"twiml-begin","z":"e1c92446.8eb838","name":"","x":794,"y":109,"wires":[["6b0d483c.c749c8"]]},{"id":"ebaef1e.8617d1","type":"twiml-end","z":"e1c92446.8eb838","name":"","x":2871,"y":93,"wires":[["5ed7599d.3d7d48","c1f39b77.902418"]]},{"id":"6b0d483c.c749c8","type":"switch","z":"e1c92446.8eb838","name":"valid route?","property":"route","propertyType":"msg","rules":[{"t":"nnull"},{"t":"else"}],"checkall":"true","outputs":2,"x":959.5,"y":109,"wires":[["dfd94a08.db0788"],["bb870d5b.6825"]],"inputLabels":["route url"],"outputLabels":["yes","no"]},{"id":"690fba1b.53c684","type":"function","z":"e1c92446.8eb838","name":"route to previous route","func":"msg.route = msg.session.lastRoute;\nnode.log(\"routing to lastRoute: \" + msg.session.lastRoute);\nreturn msg;","outputs":1,"noerr":0,"x":1356,"y":137,"wires":[["dfd94a08.db0788"]]},{"id":"aa83165e.a75d58","type":"json","z":"e1c92446.8eb838","name":"","pretty":false,"x":1975,"y":97,"wires":[["f300ea87.a6d4f8"]]},{"id":"e24c692a.1c9f78","type":"switch","z":"e1c92446.8eb838","name":"error check","property":"statusCode","propertyType":"msg","rules":[{"t":"eq","v":"200","vt":"num"},{"t":"else"}],"checkall":"true","outputs":2,"x":1811.5,"y":103,"wires":[["aa83165e.a75d58"],["7fb5874b.1ad3e8"]]},{"id":"7fb5874b.1ad3e8","type":"function","z":"e1c92446.8eb838","name":"log error","func":"node.error(\"HTTP status code = \" + msg.statusCode + \" when invoking route \" + msg.route);\nmsg.payload = \"\";\nreturn msg;","outputs":1,"noerr":0,"x":2508.5,"y":168,"wires":[["ebaef1e.8617d1"]]},{"id":"b045d18.d08123","type":"function","z":"e1c92446.8eb838","name":"get session","func":"if (!global.get(\"sessions\")) {\n    // no global set of sessions yet.\n    global.set(\"sessions\", {});\n} else {\n    // try to find session for caller\n    msg.session = global.get(\"sessions\")[msg.payload.CallSid];\n}\nif (!msg.session) {\n    // no session for this call yet\n    var protocol = \"http://\";\n    if (msg.req.connection.encrypted === true) {\n        protocol = \"https://\";\n    }\n    msg.session = {\n        callStart: new Date(),\n        baseUrl: protocol + msg.req.headers.host\n    };\n    global.get(\"sessions\")[msg.payload.CallSid] = msg.session;\n    node.log(\"creating session for \" + msg.payload.From);\n    //node.log(JSON.stringify(global.get(\"sessions\")[msg.payload.CallSid]));\n\n    msg.session.nextRoute = \"/begin\";\n    msg.session.newCall = true;\n}\n\nreturn msg;","outputs":1,"noerr":0,"x":252,"y":109,"wires":[["f4df48e7.73b348"]]},{"id":"bb870d5b.6825","type":"say","z":"e1c92446.8eb838","name":"invalid choice","phrase":"invalid option","voice":"man","x":1149.5,"y":137,"wires":[["690fba1b.53c684"]]},{"id":"3cd410d6.cbe4a","type":"comment","z":"e1c92446.8eb838","name":"invoked by Twilio on error","info":"","x":162,"y":369,"wires":[]},{"id":"66085aec.f638c4","type":"debug","z":"e1c92446.8eb838","name":"","active":true,"console":"false","complete":"true","x":227.5,"y":163,"wires":[]},{"id":"50ef5672.049eb8","type":"function","z":"e1c92446.8eb838","name":"set next route","func":"// Use redirect to have Twilio come back to the router.\nmsg.topic = msg.baseUrl + '/router';\n  \nif (!msg.session.nextRoute) {\n  // if a route did not request Gather input\n  // and did not specify a next route, go back\n  // to the last route.\n  msg.session.nextRoute = msg.session.lastRoute;\n}\n\nreturn msg;","outputs":1,"noerr":0,"x":2369,"y":118,"wires":[["98131f3e.fa3c3"]]},{"id":"bf68d1a4.83fe2","type":"redirect","z":"e1c92446.8eb838","name":"redirect to /router","method":"POST","url":"","x":737.5,"y":430,"wires":[["c49ff22e.9143b"]]},{"id":"f300ea87.a6d4f8","type":"switch","z":"e1c92446.8eb838","name":"input requested?","property":"payload.twiml","propertyType":"msg","rules":[{"t":"cont","v":"<Gather","vt":"str"},{"t":"else"}],"checkall":"true","outputs":2,"x":2155.5,"y":97,"wires":[["ebaef1e.8617d1"],["50ef5672.049eb8"]],"outputLabels":["yes","no"]},{"id":"98131f3e.fa3c3","type":"redirect","z":"e1c92446.8eb838","name":"tell Twilio to invoke /router","method":"POST","url":"","x":2578,"y":118,"wires":[["ebaef1e.8617d1"]]},{"id":"c1f39b77.902418","type":"debug","z":"e1c92446.8eb838","name":"","active":false,"console":"false","complete":"true","x":3052.5,"y":145,"wires":[]},{"id":"9c274f23.595cc","type":"http in","z":"e1c92446.8eb838","name":"/recording-callback","url":"/recording-callback","method":"post","upload":false,"swaggerDoc":"","x":144,"y":577,"wires":[["d176cff2.0d2ca","3ac7caa3.9398c6"]]},{"id":"d176cff2.0d2ca","type":"function","z":"e1c92446.8eb838","name":"set recording status","func":"// try to find session for caller\nmsg.session = global.get(\"sessions\")[msg.payload.CallSid];\nmsg.session.recordingStatus = msg.payload.RecordingStatus;\nnode.log('/recording-callback: ' + msg.payload.RecordingUrl + ' : ' + msg.payload.RecordingStatus);\n\nreturn msg;","outputs":1,"noerr":0,"x":370,"y":577,"wires":[["58131b3f.1d0e04"]]},{"id":"58131b3f.1d0e04","type":"http response","z":"e1c92446.8eb838","name":"return to Twilio","x":573,"y":577,"wires":[]},{"id":"3ac7caa3.9398c6","type":"debug","z":"e1c92446.8eb838","name":"recording status","active":true,"console":"false","complete":"true","x":360,"y":629,"wires":[]},{"id":"f4df48e7.73b348","type":"function","z":"e1c92446.8eb838","name":"blacklist check","func":"// array of blacklisted phone numbers\nvar blacklist = [\n    '+15558675309'\n];\n\nif (blacklist.includes(msg.payload.From)) {\n    msg.route = \"/blacklisted\";\n    node.log(\"blacklisted number: \" + msg.payload.From);\n}\nreturn msg;\n","outputs":"1","noerr":0,"x":423.5,"y":109,"wires":[["4c7e21e6.2f203"]],"outputLabels":["no"]},{"id":"691728df.215598","type":"http in","z":"e1c92446.8eb838","name":"/blacklisted","url":"/blacklisted","method":"post","upload":false,"swaggerDoc":"","x":118,"y":262,"wires":[["595f04c3.ce663c"]]},{"id":"595f04c3.ce663c","type":"say","z":"e1c92446.8eb838","name":"blacklisted","phrase":"the number you are calling from is blacklisted","voice":"man","x":295,"y":262,"wires":[["1188dcce.e2e913"]]},{"id":"1188dcce.e2e913","type":"hangup","z":"e1c92446.8eb838","name":"","x":461,"y":262,"wires":[["992d7646.6811a8"]]},{"id":"992d7646.6811a8","type":"http response","z":"e1c92446.8eb838","name":"return to router","statusCode":"","headers":{},"x":628.5,"y":262,"wires":[]},{"id":"67cad65a.96bda8","type":"tls-config","z":"","name":"","cert":"","key":"","ca":"","certname":"","keyname":"","caname":"","verifyservercert":false}]

In the HTTP request node called "invoke route", update the configuration to fit your server's security configuration. That is, whether TLS/SSL is used, and the your Node-RED HTTP node username/password credentials. In your TLS/SSL configuration, you may need to uncheck the checkbox "verify server certificate".

Example IVR

The example IVR "Customer Service Hell" demonstrates many features. Here is a huge image of this huge Node-RED flow

If you want to try the example Customer Service Hell IVR, create a Node-RED flow and import this content:

[{"id":"8779f776.e25658","type":"http in","z":"fc738cdd.8039e","name":"/main-menu","url":"/main-menu","method":"post","upload":false,"swaggerDoc":"","x":132,"y":150,"wires":[["8eacf45c.a2a8b8"]]},{"id":"946a1250.1d9bb","type":"http in","z":"fc738cdd.8039e","name":"/account","url":"/account","method":"post","upload":false,"swaggerDoc":"","x":127,"y":698,"wires":[["9d4969fa.a9e4e8"]]},{"id":"5f4bdb0d.28e234","type":"menu","z":"fc738cdd.8039e","name":"main menu","sayName":true,"voice":"man","baseurl":"629d4f71.9056f","items":[{"key":"1","prependFor":false,"content":"to access your account","op":"say","action":"press","speech":"","route":"/account"},{"key":"2","prependFor":true,"content":"customer support","op":"say","action":"press","speech":"","route":"/support"},{"key":"3","prependFor":false,"content":"to place an order","op":"say","action":"press","speech":"","route":"/place-order"},{"key":"0","prependFor":false,"content":"to speak to an agent","op":"say","action":"press","speech":"","route":"/agent"},{"key":"star","prependFor":false,"content":"to end this call","op":"say","action":"press","speech":"","route":"/end"}],"x":472,"y":150,"wires":[["6722a9e4.dda9e8"]]},{"id":"e33afdc5.2786","type":"http response","z":"fc738cdd.8039e","name":"return to router","statusCode":"","headers":{},"x":808.5,"y":150,"wires":[]},{"id":"c55d7071.6859","type":"http response","z":"fc738cdd.8039e","name":"return to router","statusCode":"","headers":{},"x":1569.5,"y":697,"wires":[]},{"id":"f7a38fe1.9c64f","type":"http in","z":"fc738cdd.8039e","name":"/loading-dock","url":"/loading-dock","method":"post","upload":false,"swaggerDoc":"","x":152.5,"y":1854,"wires":[["3a7fbca3.db2e34"]]},{"id":"c81d8122.1d739","type":"http response","z":"fc738cdd.8039e","name":"return to router","statusCode":"","headers":{},"x":1685.5,"y":1851,"wires":[]},{"id":"6722a9e4.dda9e8","type":"gather-end","z":"fc738cdd.8039e","name":"","x":635,"y":150,"wires":[["e33afdc5.2786"]]},{"id":"9d4969fa.a9e4e8","type":"gather-begin","z":"fc738cdd.8039e","name":"","action":"/router","input":"dtmf speech","timeout":"5","numDigits":"8","speechHints":"I don't know it.","speechTimeout":"1","x":305,"y":698,"wires":[["c5929e64.a720c"]]},{"id":"bc21f0eb.e8d14","type":"gather-end","z":"fc738cdd.8039e","name":"","x":1208,"y":698,"wires":[["21a57666.03ee5a"]]},{"id":"ac751fdc.902d4","type":"http in","z":"fc738cdd.8039e","name":"/end","url":"/end","method":"post","swaggerDoc":"","x":131.5,"y":1913,"wires":[["13f240ef.1d8bbf"]]},{"id":"13f240ef.1d8bbf","type":"play","z":"fc738cdd.8039e","baseurl":"629d4f71.9056f","name":"goodbye","url":"goodbye.mp3","x":272,"y":1913,"wires":[["d14d19c4.187e68"]]},{"id":"293e3f86.de514","type":"hangup","z":"fc738cdd.8039e","name":"","x":550,"y":1913,"wires":[["23616421.0b2bbc"]]},{"id":"23616421.0b2bbc","type":"http response","z":"fc738cdd.8039e","name":"return to router","statusCode":"","headers":{},"x":717.5,"y":1913,"wires":[]},{"id":"d14d19c4.187e68","type":"pause","z":"fc738cdd.8039e","name":"","seconds":"1","x":413,"y":1913,"wires":[["293e3f86.de514"]]},{"id":"c911d549.eb4f28","type":"http in","z":"fc738cdd.8039e","name":"/begin","url":"/begin","method":"post","upload":false,"swaggerDoc":"","x":110.5,"y":62,"wires":[["5c26ad60.70e794"]]},{"id":"d3273012.e1723","type":"http in","z":"fc738cdd.8039e","name":"/support","url":"/support","method":"post","upload":false,"swaggerDoc":"","x":136.5,"y":1107,"wires":[["29ecd411.807b7c"]]},{"id":"5f58c078.8d9ae","type":"http response","z":"fc738cdd.8039e","name":"return to router","statusCode":"","headers":{},"x":1412.5,"y":1108,"wires":[]},{"id":"5c26ad60.70e794","type":"switch","z":"fc738cdd.8039e","name":"new call?","property":"payload.CallStatus","propertyType":"msg","rules":[{"t":"eq","v":"ringing","vt":"str"},{"t":"else"}],"checkall":"true","outputs":2,"x":264,"y":62,"wires":[["78405ae1.2e25d4"],["8eacf45c.a2a8b8"]],"outputLabels":["yes","no"]},{"id":"7a445aa.0b523a4","type":"http in","z":"fc738cdd.8039e","name":"/place-order","url":"/place-order","method":"post","upload":false,"swaggerDoc":"","x":134.5,"y":249,"wires":[["4fb7be16.db4d5"]]},{"id":"a1f69a26.410c68","type":"http response","z":"fc738cdd.8039e","name":"return to router","statusCode":"","headers":{},"x":1003.5,"y":249,"wires":[]},{"id":"4fb7be16.db4d5","type":"gather-begin","z":"fc738cdd.8039e","name":"","action":"/router","input":"dtmf","timeout":"5","numDigits":"6","speechHints":"","speechTimeout":"","x":297,"y":249,"wires":[["c0da5a3b.75bbf8"]]},{"id":"aa2f644.006ef98","type":"gather-end","z":"fc738cdd.8039e","name":"","x":632,"y":249,"wires":[["a4cec866.601288"]]},{"id":"a4cec866.601288","type":"set-route","z":"fc738cdd.8039e","name":"","route":"/confirm-item","x":816,"y":249,"wires":[["a1f69a26.410c68"]]},{"id":"223d9907.4bbd86","type":"http in","z":"fc738cdd.8039e","name":"/confirm-item","url":"/confirm-item","method":"post","upload":false,"swaggerDoc":"","x":132.5,"y":355,"wires":[["ac0b36a4.084bd8"]]},{"id":"9c357a38.ba6368","type":"function","z":"fc738cdd.8039e","name":"repeat item","func":"if (msg.payload.Digits) {\n    msg.payload.say = msg.payload.digitSpeech;\n} \n\nreturn 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Audio Files

Download the audio file bundle and host on a web server or in an AWS S3 bucket.

IVR nodes of type "menu" and "play" have a configuration item for the audio file base URL. Set this to the URL where your audio files are hosted.