Example destinations, mappings, and interaction plans in Interaction Plans Manager

Production interaction plan

Using the following example:

1. Customer uses Destination A (0123456789) to contact a VCC account. The initiated interaction uses a PSTN address and is therefore a call.
   Destination A has data sources DS1 and DSA, and sets DS1 on the interaction to 1 and DSA to z.

2. Destination A is included in Mapping A. Mapping A has data sources DS1 and DSM and sets DSM on the interaction to y. Destination A has already set DS1 on the interaction, so Mapping A does not set DS1.

3. Mapping A maps Destination A to Interaction Plan A for real (non-test) interactions.
   Interaction Plan A has data sources DS1 and DSP, and sets DSP on the interaction to x. Address A has already set DS1 on the interaction, so Interaction Plan A does not set DS1.

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VCC now routes the interaction with four data sources—DS1, DSA, DSM and DSP—through Interaction Plan A’s applets as configured in Interaction Plans Architect.

Testing interaction plan

In this example, the source of the initiated interaction is +449876543210. Interactions from this source are identified as test interactions and therefore go to the testing plan: Interaction Plan B. Interaction Plan B has data sources DS1 and DSP, and sets DSP on the interaction to w.

Open