Working with interaction plans in Interaction Plans Manager

In this page

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?

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

Field		Description
Interaction plan name		The name of the interaction plan. Type a name for the interaction plan. Interaction plan name can be a maximum of 100 characters and must be unique.
Interaction plan type		The type of interactions this interaction plan supports. This option is available only if enabled for your account. The following interaction plan types are available: Default Message Default Outbound Message outbound Unattended The Unattended plan type is used for post-interaction processing. See the Post-call named routes section for more information.
Description		A description of the interaction plan. Type a description of the interaction plan. Description can be a maximum of 280 characters. For example, Interaction plan used during holidays for routing emails.
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. Type a label for this interaction plan. Reporting group can be a maximum of 50 characters. For example, Sales calls or Service calls.
Tags		Tags used for filtering interaction plans on the Interaction plans tab. Tags do not appear outside of Interaction Plans Manager. Click to add existing tags to the interaction plan, or type to add new tags. For example, Emails, Chats, or Spanish.
Allow DTMF transfer		Determines whether an agent can use their telephone keypad to transfer interactions that use this interaction plan to a third party. Select the Allow DTMF transfer check box to enable agents to use DTMF transfer. Clear to disable.
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. 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 interaction plan. 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 interaction plan. Value field values can be a maximum of 20 characters.