Twilio con2012 v2

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

Mal McKay

Background

Remember SOPA?

October 26th
2011

Stop Online Piracy Act
House Bill 3261

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

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)

`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)

ISPs block the site
Search Engines delist the site
Ad networks drop the site
Payment providers close the site’s
account

(and you get sued)

Example

If you can
go to
and post a video
of yourself singing
Carly Rae Jepsen songs

If you can
go to
and post a video
of yourself singing
A site

If you can
go to
and post a video
of yourself singing
A site
that can facilitate

If you can
go to
and post a video
of yourself singing
copyright violation
A site
that can facilitate

ISPs block
Search Engines delist
Ad networks drop
Payment providers close ’s
account

What
Happened?

The Internet
got angry

The Internet
protested

November 16th
2011

This Could Happen

1,000s of sites
went dark

Great!

Form
Faxes

EmailsForm
Faxes

Emails
Personalised
Letters
Form
Faxes

Emails
Personalised
LettersPhone
Calls
Form
Faxes

Let’s Build it

This Could Happen
Call Congress!
(202) 224-3121

100
3075
6050
9025
12000
3pm 5pm 7pm 9pm 11pm
Calls

This Could Happen
Call Congress!
Phone Number
Connect Me!

<?xml version="1.0" encoding="UTF-8"?>
<Response>
<Dial>202-224-3121</Dial>
</Response>

0
3000
6000
9000
12000
3pm 5pm 7pm 9pm 11pm
Calls

Great?

0
3000
6000
9000
12000
Noon 2pm 4pm 6pm 8pm
Connected Fail

0
3000
6000
9000
12000
Connected Hung Up Fail

Switchboard
overloaded Waiting
too long
Mailbox
Full Don’t know
what to say

Skip the
Switchboard
(1 < 435)

This Could Happen
Call Congress!
Phone Number
Connect Me!
Zip

<Response>
<Dial>
{{caller.rep.number}}
</Dial>
</Response>
http://your.app/congress.twml?FromZip=90210

More ofﬁces
(435 < 1365)

<Response>
<Dial>
{{if after_hours}}
{{caller.rep.district.num}}
{{else}}
{{caller.rep.any.number}}
{{/endif}}
</Dial>
</Response>

<Response>
<Dial timeout=”20”>
{{caller.rep.any.number}}
</Dial>
<Say>
Please leave a message
</Say>
<Record playBeep=”true” />
</Response>
Short

0
3000
6000
9000
12000
Voicemail Connected Hung Up
Fail

<Response>
<Play>
http://t.co/talkingpts.mp3
</Play>
<Say>Get Ready!</Say>
<Dial>{{number}}</Dial>
<Say>Leave a message</Say>
</Response>

<Response>
<Play>talkingpts.mp3</Play>
<Say>
To be called back, press #
</Say>
<Gather finishOnKey=”#” >
<Dial>{{number}}</Dial>
</Gather>
</Response>

0
3000
6000
9000
12000
Noon 4pm 8pm Midnight 4am 8am Noon
Voicemail Connected Hung Up
Fail

http://api.twilio.com/send_me

3. Celebrity Buddy
What to do with
leftover calls

2. Conference Line
3. Celebrity Buddy
What to do with
leftover calls

1. Greeting Cards
2. Conference Line
3. Celebrity Buddy
What to do with
leftover calls

Epilogue

Success.

“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

Your turn.

Thank You

Twilio con2012 v2

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