Use
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Interaction Plans Architect to create the
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customer experience and to route interactions to the appropriate agent. Use the vast range of applets to make announcements, route
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interactions according to the time of day, callers CLID, geographic region, queue calls in an Automatic Call Distributor, to collect information using the IVR capability, take messages, send SMS and e-mails.
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An interaction plan contains one or more applets and describes the path or paths that
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an interaction follows from dialing the number or sending the email or SMS, for example, to being connected to an agent, and even after that. You create
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an interaction plan for each telephone number that a customer can call or named route that an interaction can reach; the
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interaction plan can include applets on another phone number or named route if the
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interaction is routed to such an applet using the Shim Calling applet. For information on the Shim Calling applet, see Shim Calling applet.
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