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.
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.
First, update
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