Working with destinations in Interaction Plans Manager

Interaction Plans Manager is a component of Vonage Contact Center (VCC), essential in managing destinations and interaction plans, and mappings between them. Users with an admin license use Interaction Plans Manager alongside Interaction Plans Architect to configure the routes inbound interactions take to reach the most appropriate agent or service for their needs.

In this page

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.

As an admin user, you can create, edit, and delete API destinations and, if enabled, webchat or SMS destinations. You can only edit PSTN destinations; only Vonage can create and delete PSTN destinations.

How do I view existing destinations?

The Destinations tab displays the destinations in your VCC account. From the Destinations tab in Interaction Plans Manager, you can perform the following tasks:

Search for and filter destinations. To search for specific destinations, start typing part of the required destination's data in the Search field. The list of destinations is filtered as you type. Alternatively, filter the list to display only PSTN, API, or — if enabled — webchat or SMS destinations. Click the funnel icon and click to select or clear API, PSTN, Webchat, or SMS accordingly.
Change the data that appears. To sort data, click one of the sortable column headings: Type, Destination, or Name. To add or remove columns from the list of destinations, click the eye icon and click to select or clear columns. You cannot remove Type or Destination columns.

Column	Description	Appears by default?	Sortable?
Type	The type of destination: PSTN, API, or — if enabled — webchat or SMS.	Yes	Yes
Destination ID	The address used by a customer to contact the VCC account.	Yes	Yes
Name	The name of the destination.	Yes	Yes
Description	A description of the destination.	No	No
Data source	Key-value pairs that have been set for this destination.	No	No
Mapping	Mappings that the destination is included in.	Yes	No
Production plan	The interaction plan to use for interactions that arrive at the destination.	Yes	No
Testing plan	The interaction plan to use for test interactions that arrive at the destination.	Yes	No
Service name for reports	The value to use for service name in reports.	No	No

How do I create a new destination?

To create a new destination, perform the following steps:

1. From Interaction Plans Manager, click Create new and click Destination in the menu that appears. Create destination appears.

2. In Type, select the type of destination you want to create. Click Next step.

3. A new destination appears. Provide the following information:

Field		Description
Destination ID		The destination used by a customer to contact your VCC account. API destination. Type the destination that a customer will use to contact your VCC account. Destination ID can be a maximum of 50 characters and must be unique. Webchat. Destination ID is system-generated and is not editable. Your webchat widget will use this ID to determine where to send messages. SMS. Select a telephone number from the list of numbers configured for your account. If there are no available numbers, contact your account manager.
Name		The name of the destination. If you have many similar destinations in your VCC account — such as +441234567890 and +441234567980, a suitable name may help identify a required destination. Type a name for the destination. Name can be a maximum of 100 characters. For example, Sales or Service.
Destination description		A description of the destination. Type a description of the destination. Destination description can be a maximum of 280 characters. For example, Destination used by customers in the United Kingdom.
Service name for reports		In Dashboards, Insights Stats API, Advanced Reporting, and Analytics, you can report on the service names of interactions that arrived at VCC using this destination. You can report on interactions based on their: Destination name. Set Service name for reports to Destination name to report on the interactions that arrived at individual destinations. For example, to report on individual sales campaigns. Interaction plan name. Set Service name for reports to Interaction plan name to report on the target interaction plan of interactions that arrived at VCC through different destinations. For example, to report on individual personal calls that were handled by the same personal queue plan. Reporting group. Set Service name for reports to Reporting group to report on interactions that are routed to related interaction plans. For example, to group interactions to all interaction plans that handle support interactions. The default value is Reporting group.
Data source		Key-value pairs that are set on interactions that use the destination. For more information about data sources, see Interaction Plans Manager. Add up to 20.
	Key	The name of the data source. Type the key of a data source to add to interactions that use this destination. Key field values can be a maximum of 20 characters.
	Value	The value of the data source. Type the value of a data source to add to interactions that use this destination. Value field values can be a maximum of 20 characters.
Webchat snippet		If you are creating a webchat destination, Webchat snippet appears. While you are creating the destination, the snippet is not available. When you click Save destination, the snippet code appears. For Infomation about how to use the webchat snippet, see Configuring webchat for Agent Workspace.

4. Click Save destination. Your new destination appears on the Destinations tab.

Only Vonage can create PSTN destinations.

How do I modify an existing destination?

To modify an existing destination, from the Destinations tab in Interaction Plans Manager, click the menu icon alongside the destination you want to edit and select Edit.

The destination appears. You cannot edit the Destination ID field, but you can modify all other fields, and add and remove data sources. For information about the fields, see How do I create a new destination?.

How do I delete a destination?

To delete an API destination or, if enabled, a webchat or SMS destination, from the Destinations tab in Interaction Plans Manager, click the menu icon alongside the destination you want to delete and select Delete.

If the destination is not mapped to an interaction plan, or plans, click Delete in the dialog box that appears to confirm that you want to delete the destination. The destination is deleted.
If the destination is mapped to an interaction plan, or plans, a dialog box appears informing you that you must remove the destination from any mappings to enable deletion.

Only Vonage can delete PSTN destinations.

You cannot delete mapped destinations. A mapped destination may be involved in handling interactions that are in progress.