Copying an interaction plan to another account

Owned by Helen Griffith
Last updated: Apr 05, 2023

Sometimes you might want to copy an interaction plan from one Vonage Contact Center account to another. For example, you might want to copy a plan from a test or sandbox account to a production account.

If you want to copy an interaction plan from one account to another, you must contact Vonage Contact Center to start the copy. When the copy is complete, you must perform various tasks to ensure that your interaction plan works correctly in the new environment.

In this page

You can only copy an interaction plan from telephone number to telephone number, or named route to named route.

When Vonage Contact Center has completed copying the interaction plan to the target account, perform the following tasks:

  • Add transfer strings to new account

    If you use transfer strings in the interaction plan in the source account, you must recreate these in the copied plan. For information about configuring transfer strings, see Configuring applet transfer strings.

  • Set Salesforce organisation details for destination account

    If you are using Vonage Contact Center in Salesforce, or using Connect, and haven't already done so, you must link your new account to Salesforce. For information about linking Vonage Contact Center and a Salesforce account, see Linking Vonage Contact Center to a Salesforce account.

  • Configure agents and groups for destination account

    To use your interaction plan in your new account, you must set up agents and groups as required. For information about configuring agents and groups, see Configuring individual users and Configuring groups in User Admin.

    Update ACD/UCD applets to use groups

    To ensure that your Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applets are using the correct groups, follow the instructions described in the Update any Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applets in the interaction plan section later in this page.

  • Create skills for skills-based routing in the destination account

    If you are using skills-based routing in your interaction plan, create skills and assign those skills to agents as appropriate in the target account. For information about setting up skills, see Configuring skills.

    Update Skill Tagger applets to use skills

    To ensure that your Skill Tagger applets are using the correct skills, follow the instructions described in the Update any Skill Tagger applets in the interaction plan section later in this page.

  • Configure rules on Dialled Number Router applets on the destination account

    If you are using a Dialled Number Router applet in your interaction plan, you must update the routing rules in the applet in the target account. For information about the Dialled Number Router applet, see Dialled Number Router applet.

  • Configure destination applet on Shim Calling applets on the destination account

    If you are using Shim Calling applets in your interaction plan, you must update the numbers that you want to transfer interactions to. For information about the Shim Calling applet, see Shim Calling applet.

    Copying an interaction plan copies only the applets configured for the original phone number or named route. The target interaction plan is not copied. You must request that Vonage Contact Center copies the target interaction plan too, or recreate the plan yourself.

  • Test audio files on destination number for the following applets:

  • Amend the email addresses on destination number in applets

    If you are using either of the following applets and use different email addresses in your source and target accounts, update the addresses in the relevant fields:

  • Set the initial applet as normal

    For information about setting the initial applet for an interaction plan, see Setting initial applet.

  • Update any Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applets in the interaction plan

    Remove and then re-add any groups in the Group Settings section even if the settings appear correct* and click Update. Repeat for all ACD and UCD applets. For information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

    Group names

    *Even if the groups appear to be correct, the internal unique IDs of the groups may be different in the origin and the target accounts. Removing and re-adding the groups ensures that the applets are using the correct group in the target account.

  • Update any Skill Tagger applets in the interaction plan

    Remove existing skills from the Skill Tagger applet and click Update. Re-add skills and click Update again. Repeat for all Skill Tagger applets. For information about Skill Tagger applets, see Skill Tagger applet.

    Skill names

    Even if the skills appear to be correct, the internal unique IDs of the skills may be different in the origin and the target accounts. Removing and re-adding the skills ensures that the applets are using the correct skills in the target account.

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