Overview of Interaction Plans Architect
- Helen Griffith
Interaction Plans Architect enables you to construct your ideal interaction flow, using applets. Applets are discrete sub-modules of code that you can assemble in any order to create a fully featured interaction flow in Vonage Contact Center. Think of applets as Lego bricks that you can combine to create an endless variety of constructions.
Applets contain various parameters so that you can customize each applet as required. An interaction plan is a collection of applets configured for a dialed number or named route. An interaction plan was previously called a call plan. Interaction plans are used for all types of interactions, not just calls. For more information about interactions and interaction plans, see Interactions and interaction plans.
An interaction plan can span more than one number or named route using the Route to Interaction Plan applet, but these numbers and named routes are always within the same account. For information about the Route to Interaction Plan applet, see Route to Interaction Plan applet.
For information on using Interaction Plans Architect, see Using Interaction Plans Architect. For information about the available applets, see Interaction Plans Architect reference.
- Interaction Plans Architect home page
- Interactions and interaction plans
- Agreement based routing
- Announcements in the Announcer applet
- Asynchronous announcements in interaction plans
- Breakouts
- Call distribution
- Custom applet announcements
- Dynamic audio files
- Dynamic skill tagging
- Interaction outcomes
- Interactive Voice Response system
- IVR Secure Payments solution
- Last in, first out routing
- Personal queues
- Queued callbacks
- Skills-based routing
- Telephone numbers and named routes
- Virtual Assistant
Related content
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