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Using the Dial In Config applet you can change the interaction plan used very quickly, and remotely. Set up your different interaction plans as normal and then create up to ten configurations in the Dial In Config applet. These configurations simply specify the applet that the call is routed to next. For information about Dial In Config applets, see see Dial In Config applet. Using a special telephone number you can choose the active configuration.

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In this very simple example, you can use the Dial In Config applet, DialInConf, to switch between three different configurations.

  • The first configuration, Branch: 0, is the default configuration and routes calls to the default ACD applet, Default ACD.
  • The second configuration, Branch: 1, routes calls to an announcement, Out of Service Announcement, that tells callers that the call center is currently closed due to an emergency situation.
  • The third configuration, Branch: 2, routes calls to another ACD applet which distributes calls to an alternative team while the usual team attends an important staff meeting.
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DialInConfig appletImage Modified

To change the configuration remotely,  call call the special phone number provided for this purpose, and follow the instructions you hear:

  1. Enter the telephone number and corresponding PIN number on your telephone keypad for which you want to change the configuration. For information about where to find and set your PIN number, see Editing System Settings.
  2. Press the number on your telephone keypad that corresponds to the Dial In Config applet that holds the configuration you want to select.
  3. Press the number on your telephone keypad that corresponds to the configuration you want to use.

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