Destinations in Interaction Plans Manager

Owned by Helen Griffith
Last updated: Nov 12, 2024

Destinations are used by customers to contact agents in a VCC account. A VCC account can have many destinations for different purposes: for customers in different locations, for different types of customers, and so on.

Interaction Plans Manager contains two types of destinations: PSTN destinations and API destinations. Previously, these destinations were referred to as lines and named routes respectively.

PSTN destinations are phone numbers. A customer dials a PSTN destination to initiate an inbound call which arrives at the associated VCC account.
Non-call interactions such as emails, live chats, and so on use API destinations to contact agents in the associated VCC account.

Using Interaction Plans Manager, admin users can create, edit, and delete API destinations and, if enabled, webchat and SMS destinations. Admin users can only edit PSTN destinations; only Vonage can create and delete PSTN destinations.

For information about configuring destinations, see Working with destinations in Interaction Plans Manager.

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