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Interaction Plans Architect (previously called the Call Plan Interaction Architect) is made up of a series of modules that you can use to create the caller experience and to route interactions. Use the vast range of CTI capabilities—applets—to make announcements; route interactions according to the time of day, callers CLID, or geographic region; queue calls in an ACD; collect information using the IVR capability; take messages; send SMS and emails; and so on.

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Interaction Architect has a new name, reflecting that you can route interactions from several different channels—emails, SMSs, calls, and so on—and not just calls.

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What can we help you with today? 
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In this section

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General features

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Getting started

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Using

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Applets

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Skills and skills based routing

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cqllabel in ("skills_based_routing_ia","skills_ia") and space = currentSpace()
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Interactions and interaction plans

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cqllabel in ("interaction_plan_ia","interaction_ia") and space = currentSpace()
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Named routes and telephone numbers

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cqllabel in ("named_route_ia","telephone_no_ia") and space = currentSpace()
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Popping and whispers

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cqllabel in ("popping_ia","whispers_ia") and space = currentSpace()
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ACDs and UCDs

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Reference

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