I agree it's shame we can't update values from the IVR script.
Original Message:
Sent: 02-12-2024 08:27
From: David Maxelon
Subject: Can IVR detect repeat callers?
I've tried something similar with no effect ( we don't actually use 8x8 CRM as intended...)
When a call comes in I would check a profile picklist from the IVR, then play spam if default and update picklist to a new value so on subsequent visits check that field and if we've already spammed them we wouldn't do it again.
Unfortunately no way to update picklist from the IVR so it relies on manual intervention so I gave up. It might be something similar could be done to automatically update the picklist for every call
------------------------------
David
Original Message:
Sent: 02-11-2024 13:02
From: Ben Fischer
Subject: Can IVR detect repeat callers?
We're launching a new mobile app soon. Some of the team want to put a lengthy advert for the app into our IVR, but I feel this will annoy customers calling us numerous times.
I can get the Agent who last worked on a case, but is it possible to get a case last updated date field? It would be nice to
a) If last case update is less than 5 days, do not play the ad
b) if last case update is more than 5 days, play the mobile app ad
Cheers
------------------------------
Ben Fischer
------------------------------