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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General features
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Getting started
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Using
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Applets
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| cql | label = "applet_ia" and space = currentSpace() |
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| labels | applet_ia |
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Skills and skills based routing
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| cql | label in ("skills_based_routing_ia","skills_ia") and space = currentSpace() |
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| labels | skills_ia, skills_based_routing_ia |
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Interactions and interaction plans
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| cql | label in ("interaction_plan_ia","interaction_ia") and space = currentSpace() |
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Named routes and telephone numbers
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Popping and whispers
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ACDs and UCDs
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Reference
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