Outbound interaction plan

If enabled for your account, you can use an outbound interaction plan to configure interaction plans that run between the time the agent dials a number and the call is connected to the customer. As a result, it is possible to gather more information about the customer, for example, by performing a data dip into CRM or gathering information from the no-dial list. Additionally, you can set the outbound CLID, configure the call recording for that call, and/or configure a post-call survey that the customer will be rerouted to once the call ends.

Although similar to inbound plans, the outbound plan bears some key differences:

No queue/applets related to queueing, such as skill taggers or setting SLA.
No customer-facing applets, such as Take message or Voicemail.

Data Sources

Data sources are placeholders for the data sources' values at run time. Vonage Contact Center replaces the placeholder with a value before comparing the values.

Type in the '$' symbol to retrieve data from data sources.
You can retrieve the following:

Data source	Description
$(OutboundDestination)	Contains the number dialled by the agent.
$(OutboundAgent)	ID of the agent that makes the call.
$(OutboundPresentedClid)	The outbound number the customer sees.

To set up an outbound interaction plan:

Go to Interaction Plans → Manager to create a new plan with type 'Default Outbound'.
Set the reporting group as 'OutboundIVRExternalParty' to inform the system that this is the live outbound interaction plan.

You can only have one live flow per account. All agent calls will go through this flow.
Continue creating the interaction plan as normal.

Alert contact applet

Outbound IVR requires the use of the Alert Contact applet. See the Alert contact applet section to learn more about it.