Working with interaction plans in Interaction Plans Manager
- Helen Griffith
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.
An interaction plan is a series of applets that route interactions—calls, emails, live chats, and so on—from customers to agents. High-level settings for an interaction plan appear in Interaction Plans Manager, and the plan's configuration of applets is located in Interaction Plans Architect.
As an admin user, you can edit, clone, and delete an interaction plan. You can also open the interaction plan in Interaction Plans Architect.
How do I view existing interaction plans?
The Interaction plans tab displays the interaction plans in your VCC account. From the Interaction plans tab in Interaction Plans Manager, you can perform the following tasks:
Search for and filter interaction plans. To search for specific interaction plans, start typing part of the required interaction plan’s data, including tags name, in the Search field. The list of interaction plans is filtered as you type. Alternatively, filter the list to display only mapped or unmapped interaction plans. Click the funnel icon
and click to select or clear Mapped and Unmapped accordingly.Change the data that appears. To sort data, click one of the sortable column headings. To add or remove columns from the list of interaction plans, click the eye icon
and click to select or clear columns. You cannot remove the Interaction plan column.
Column | Description | Appears by default? | Sortable? |
|---|---|---|---|
Interaction plan | The name of the interaction plan. | Yes | Yes |
Description | A description of the interaction plan. | No | No |
Reporting group | A text string used to differentiate interaction plans. | Yes | Yes |
Tags | Tags that have been added to the interaction plan, used for filtering interaction plans on the Interaction plans tab. | Yes | No |
Allow DTMF transfer | Whether transferring an interaction using DTMF is enabled for the interaction plan. | No | Yes |
Display in agent interface | Whether the interaction plan's name appears within the Make Call or Consult dialog box in ContactPad or other agent interface. This allows an agent to make a call, or consult with or transfer a call to the interaction plan. | Yes | Yes |
| Show in Salesforce Omni-Channel flows | Whether the interaction plan is available for use in Salesforce Omni-Channel flows. For information about Salesforce Omni-Channel flows, see Configuring Vonage Contact Center to use Salesforce Omni-Channel flows. | No | No |
| Status | Indicates whether or not a destination has been mapped to this interaction plan. Status is either Mapped or Unmapped. | Yes | Yes |
Data source | Key-value pairs that have been set for this interaction plan. For information about data sources, see Interaction Plans Manager. | No | No |
Last modified by | The username of the user who last modified this for the interaction plan. | Yes | No |
Last modified | The date or time that the interaction plan was last modified. | Yes | No |
How do I create a new interaction plan?
To create a new interaction plan, perform the following steps:
1. From Interaction Plans Manager, click Create new and click Interaction plan in the menu that appears.
2. A new interaction plan appears. Provide the following information:
Field | Description | |
|---|---|---|
Interaction plan name | The name of the interaction plan. | |
Description | A description of the interaction plan. | |
Reporting group | A text string used to differentiate interaction plans. Useful for grouping similar types of interaction plans and their associated interactions for reporting purposes in Dashboards for example. Reporting group was previously known as Service name. | |
Tags | Tags used for filtering interaction plans on the Interaction plans tab. Tags do not appear outside of Interaction Plans Manager. | |
Allow DTMF transfer | Determines whether an agent can use their telephone keypad to transfer interactions that use this interaction plan to a third party. | |
Display in agent interface | Determines whether the interaction plan's name appears within ContactPad's address book or other agent interface. The agent can click the name to make a call, or consult with or transfer a call to the interaction plan. Make call or consult Whether the plan's name appears in the address book when the agent clicks to make a call, click to consult about an existing call, or both, depends on which features are enabled for your account. Select the Display in agent interface check box to make the interaction plan appear in ContactPad's address book or other agent interface. Clear to disable. | |
Show in Salesforce Omni-Channel flows | Determines whether the interaction plan's name appears within the list of VCC interaction plans in a Salesforce's queue mapping. Show in Salesforce Omni-Channel flows only appears if you are using Service Cloud Voice with VCC and if enabled for your account. For information, see Configuring Vonage Contact Center to use Salesforce Omni-Channel flows. | |
Data source | Key-value pairs that are set on interactions that use the interaction plan. For more information about data sources, see Interaction Plans Manager. | |
Key | The name of the data source. | |
Value | The value of the data source. | |
3. Click Save interaction plan. Your new interaction plan appears on the Interaction plans tab.
How do I copy an interaction plan?
To copy an existing interaction plan, from the Interaction plans tab in Interaction Plans Manager, click the menu icon 
alongside the interaction plan you want to copy and select Clone.
In the dialog box that appears, type the name of the new interaction plan. A new interaction plan is created and appears in sort order on the Interaction plans tab.
Copying an interaction plan copies the following data:
All values in the original plan’s fields including data sources in Interaction Plans Manager
All applets configured for the original interaction plan in Interaction Plans Architect
How do I modify an existing interaction plan?
To modify an existing interaction plan, from the Interaction plans tab in Interaction Plans Manager, click the menu icon alongside the interaction plan you want to edit and select Edit.
The interaction plan appears. You can edit all fields, and add and remove data sources. For information about the fields, see How do I create a new interaction plan?.
Migrated interaction plans
If you previously configured interaction plans along with their destinations in Interaction Plans Architect, some of the data from your interaction plans will have been migrated into Interaction Plan Manager. The name of the migrated interaction plan will be the line or named route of the original plan, followed by a hyphen, and then the service name of the original plan.
Changing the name of the interaction plan in Interaction Plan Manager will also change its name in Interaction Plans Architect. If you remove the line or named route part of the name—these are now destinations—you can no longer use these values to search for the interaction plan in Interaction Plans Architect.
How do I open interaction plan in Interaction Plans Architect?
To open an existing interaction plan in Interaction Plans Architect, from the Interaction plans tab in Interaction Plans Manager, click the menu icon alongside the interaction plan you want to open and select Configure applets.
The interaction plan opens within Interaction Plans Architect in a new browser tab.
How do I delete an existing interaction plan?
To delete an interaction plan, from the Interaction plans tab in Interaction Plans Manager, click the menu can icon alongside the interaction plan you want to delete and select Delete.
If the interaction plan does not appear in any mappings, click Delete in the dialog box that appears to confirm that you want to delete the interaction plan. The interaction plan is deleted.
If the interaction plan appears in one or more mappings, a dialog box appears, informing you that you must remove the interaction plan from any mappings to enable deletion.
You cannot delete mapped interaction plans. A mapped interaction plan may be involved in handling interactions that are in progress.
For general assistance, please contact Customer Support.
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