Twilio is the perfect platform to funnel advocacy calls through. It can support tens of thousands of simultaneous calls. However, your target can not. You can get people engaged about a hot button issue. You can get them angry. You can get them to call their legislator. But they will call right now. Not when the line is free or when the office is open. You'll have thousands of calls that can not get through. So where do you put all these extra calls? This session will take you through the challenges of too many people calling, and give you tips and techniques that will benefit you, your callers and your mission. We'll cover Twilio features like voicemail, transcription, failover numbers and call interrupting. We'll see scripts to review your past call logs. We'll end with fun recipes for the leftover calls.

1. Hi
Thursday, October 18, 12

2. How to Support
10,00 Calls
and have fun doing it
Thursday, October 18, 12

3. Mal McKay
Thursday, October 18, 12

4. Background
Thursday, October 18, 12

5. Remember SOPA?
Thursday, October 18, 12

6. Thursday, October 18, 12

7. October 26th
2011
Thursday, October 18, 12

8. Stop Online Piracy Act
House Bill 3261
Thursday, October 18, 12

9. "To promote prosperity, creativity,
entrepreneurship, and innovation
by combating the theft of U.S.
property, and for other purposes."
Thursday, October 18, 12

10. Permits the attorney general to
take action against any site if “the
owner or operator of such Internet
site is facilitating the commission
of [copyright infringement].”
HR 3261 Section 102(a)(2)
Thursday, October 18, 12

11. `A site is dedicated to theft of U.S.
property’ if [it] is primarily designed
… for the purpose of offering
services … that enables or
facilitates [copyright violation].
HR 3261 Section 103(a)(1)
Thursday, October 18, 12

12. ISPs block the site
Search Engines delist the site
Ad networks drop the site
Payment providers close the site’s
account
Thursday, October 18, 12

13. (and you get sued)
Thursday, October 18, 12

14. ISPs block the site
Search Engines delist the site
Ad networks drop the site
Payment providers close the site’s
account
Thursday, October 18, 12

15. Example
Thursday, October 18, 12

16. If you can
go to
and post a video
of yourself singing
Carly Rae Jepsen songs
Thursday, October 18, 12

17. If you can
go to
and post a video
of yourself singing
Carly Rae Jepsen songs
A site
Thursday, October 18, 12

18. If you can
go to
and post a video
of yourself singing
Carly Rae Jepsen songs
A site
that can facilitate
Thursday, October 18, 12

19. If you can
go to
and post a video
of yourself singing
Carly Rae Jepsen songs
copyright violation
A site
that can facilitate
Thursday, October 18, 12

20. ISPs block
Search Engines delist
Ad networks drop
Payment providers close ’s
account
Thursday, October 18, 12

21. (and you get sued)
Thursday, October 18, 12

22. Example
Thursday, October 18, 12

23. Thursday, October 18, 12

24. Thursday, October 18, 12

25. What
Happened?
Thursday, October 18, 12

26. The Internet
got angry
Thursday, October 18, 12

27. Thursday, October 18, 12

28. Thursday, October 18, 12

29. The Internet
protested
Thursday, October 18, 12

30. November 16th
2011
Thursday, October 18, 12

31. Thursday, October 18, 12

32. Thursday, October 18, 12

33. This Could Happen
Thursday, October 18, 12

34. 1,000s of sites
went dark
Thursday, October 18, 12

35. Thursday, October 18, 12

36. Thursday, October 18, 12

37. Great!
Thursday, October 18, 12

38. But
Thursday, October 18, 12

39. Thursday, October 18, 12

40. Thursday, October 18, 12

41. Fine
Thursday, October 18, 12

42. Form
Faxes
Thursday, October 18, 12

43. EmailsForm
Faxes
Thursday, October 18, 12

44. Emails
Personalised
Letters
Form
Faxes
Thursday, October 18, 12

45. Emails
Personalised
LettersPhone
Calls
Form
Faxes
Thursday, October 18, 12

46. Let’s Build it
Thursday, October 18, 12

47. This Could Happen
Thursday, October 18, 12

48. This Could Happen
Call Congress!
(202) 224-3121
Thursday, October 18, 12

49. 100
3075
6050
9025
12000
3pm 5pm 7pm 9pm 11pm
Calls
Thursday, October 18, 12

50. This Could Happen
Call Congress!
Phone Number
Connect Me!
Thursday, October 18, 12

51. <?xml version="1.0" encoding="UTF-8"?>
<Response>
<Dial>202-224-3121</Dial>
</Response>
Thursday, October 18, 12

52. 0
3000
6000
9000
12000
3pm 5pm 7pm 9pm 11pm
Calls
Thursday, October 18, 12

53. Great?
Thursday, October 18, 12

54. 0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Connected Fail
Thursday, October 18, 12

55. 0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Connected Hung Up Fail
Thursday, October 18, 12

56. Why?
Thursday, October 18, 12

57. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

58. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

59. Skip the
Switchboard
(1 < 435)
Thursday, October 18, 12

60. This Could Happen
Call Congress!
Phone Number
Connect Me!
Zip
Thursday, October 18, 12

61. <?xml version="1.0" encoding="UTF-8"?>
<Response>
<Dial>
{{caller.rep.number}}
</Dial>
</Response>
http://your.app/congress.twml?FromZip=90210
Thursday, October 18, 12

62. Thursday, October 18, 12

63. 0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Connected Hung Up Fail
Thursday, October 18, 12

64. More offices
(435 < 1365)
Thursday, October 18, 12

65. <?xml version="1.0" encoding="UTF-8"?>
<Response>
<Dial>
{{if after_hours}}
{{caller.rep.district.num}}
{{else}}
{{caller.rep.any.number}}
{{/endif}}
</Dial>
</Response>
Thursday, October 18, 12

66. 0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Connected Hung Up Fail
Thursday, October 18, 12

67. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

68. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

69. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

70. <?xml version="1.0" encoding="UTF-8"?>
<Response>
<Dial timeout=”20”>
{{caller.rep.any.number}}
</Dial>
<Say>
Please leave a message
</Say>
<Record playBeep=”true” />
</Response>
Short
Thursday, October 18, 12

71. 0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Voicemail Connected Hung Up
Fail
Thursday, October 18, 12

72. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

73. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

74. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

75. <?xml version="1.0" encoding="UTF-8"?>
<Response>
<Play>
http://t.co/talkingpts.mp3
</Play>
<Say>Get Ready!</Say>
<Dial>{{number}}</Dial>
<Say>Leave a message</Say>
<Record playBeep=”true” />
</Response>
Thursday, October 18, 12

76. 0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Voicemail Connected Hung Up
Fail
Thursday, October 18, 12

77. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

78. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

79. Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say
Thursday, October 18, 12

80. <?xml version="1.0" encoding="UTF-8"?>
<Response>
<Play>talkingpts.mp3</Play>
<Say>
To be called back, press #
</Say>
<Gather finishOnKey=”#” >
<Dial>{{number}}</Dial>
</Gather>
<Record playBeep=”true” />
</Response>
Thursday, October 18, 12

81. 0
3000
6000
9000
12000
Noon 4pm 8pm Midnight 4am 8am Noon
Voicemail Connected Hung Up
Fail
Thursday, October 18, 12

82. http://api.twilio.com/send_me
Thursday, October 18, 12

83. Fun
Thursday, October 18, 12

84. 3. Celebrity Buddy
What to do with
leftover calls
Thursday, October 18, 12

85. 2. Conference Line
3. Celebrity Buddy
What to do with
leftover calls
Thursday, October 18, 12

86. 1. Greeting Cards
2. Conference Line
3. Celebrity Buddy
What to do with
leftover calls
Thursday, October 18, 12

87. Epilogue
Thursday, October 18, 12

88. Success.
Thursday, October 18, 12

89. “Behind the scenes, [staffers]
confirmed to TPM that the entire
piracy debate had become so ‘toxic’
that virtually no lawmakers were likely
to be ready to re-engage it anytime
soon.”
Carl Franzen
Talking Points Memo
Thursday, October 18, 12

90. Thursday, October 18, 12

91. Thursday, October 18, 12

92. Your turn.
Thursday, October 18, 12

93. Thank You
Thursday, October 18, 12

94. Thank You
Thursday, October 18, 12

95. Thank You
Thursday, October 18, 12

96. Thursday, October 18, 12

97. Thursday, October 18, 12