Open Forum

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

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 

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David
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I like your thinking David,

I agree it's shame we can't update values from the IVR script.