Screening and recording calls

Ok, we've set up a basic IVR. Now let's expand it a little and include the ability for our agents to accept a call or not.

We'll also set it up to record calls, which is standard for most IVR systems.

When calls come in, the agent will be prompted to press 1 to accept the call or, otherwise, any other number to disconnect the call.

Getting ready

The complete source code for this recipe can be found in the Chapter8/Recipe2/ folder.

How to do it…

This recipe will let us screen and record the calls we take. When a call is connected to an agent, they will receive a prompt whether they want to accept the call or not. If they want to accept it, they will hit 1 and the call will be connected. Pressing any other key will reject the call and hang it up.

1. First, update extensions.php as follows:

   <?php
     include("config.php");
     header('Content-type: text/xml');
     echo '<?xml version="1.0" encoding="UTF-8"?>';
     echo '<Response>';
     $user_pushed = (int) $_REQUEST...