Creating an interaction plan

Use the Call Plan Architect to create the caller experience. Use the vast range of applets to make announcements, route calls 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.

A call plan contains one or more applets and describes the path or paths that a call follows from dialing the number to being connected to an agent, and even after that. You create a call plan for each telephone number that a customer can call; the call plan can include applets on another phone number if the call is routed to such an applet using the Shim Calling applet. For information on the Shim Calling applet, see Shim Calling applet.