Interaction Plans Architect reference

In this section

Announcement applet — The Announcement applet contains a single audio file with an announcement. You can use this applet to set a welcome message, or to inform a caller that their call is being recorded.
Announcer applet — The Announcer applet locates data from a specified data source and reads the data to the caller. You must first specify the type of announcement that the applet makes and then select the source of the data. The Announcer applet can also announce text in a specified voice, as well as play an uploaded audio file.
Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet — The ACD applet uses many configurable rules to determine how an interaction behaves in queues, to which group or groups the interaction is routed, as well as what to do with the interaction when certain thresholds are reached.
- Interaction between announcements, agent groups, and overflow settings in queues
Callback applet — When Vonage Contact Center routes a call through a Callback applet, the applet sets up an outbound call to the caller. Vonage Contact Center initiates the callback when a suitable agent becomes available.
Call Connect Router (CCR) applet — The Call Connect Router applet can route incoming calls to numbers outside of Vonage Contact Center (VCC). The applet can route a call in several ways:
Call Recording applet — The Call Recording applet stores a recording of the call routed through the applet in Interaction Content. You can access call recordings in the Interaction Content area of the VCC Admin Portal.
Check CRM Data applet — The Check CRM Data applet redirects a call flow according to the properties of the caller.
Command Runner applet — _ExcerptCommandRunner
Data Connector applet — The Data Connector applet retrieves data from or sends data to Salesforce, an external web service, or a client's bespoke system. This data is then available in the form of a Data Source for use in subsequent applets in the interaction plan:
Data Router applet — The Data Router applet makes dynamic routing decisions. The applet compares a value held in a data source with a value that you specify in the applet, using the operator that you also specify in the applet. If the comparison is true, then the applet routes the call accordingly. If the comparison is not true, the applet routes the call elsewhere. You can use the Data Router applet to route calls based on information returned from Data Connectors earlier in the call plan, for example, route the ca
Dial In Config applet — The Dial In Config applet contains multiple configurations, or interaction plans. You can provide up to 10 different configurations. The configurations simply specify the applet that the call is routed to next. You must select the active configuration. You can then use the applet to divert calls to a different configuration.
Dialled Number Router applet — The Dialled Number Router applet routes calls according to the original number that the caller dialed. For example, you might want to differentiate calls to different numbers in situations where those calls are routed to the same Automatic Call Distributor applet using a Shim Calling applet.
IVR Collect Audio applet — The IVR Collect Audio applet collects a recording of a caller's voice and stores the recording in a specified audio IVR slot. For example, the applet can request that the caller says their account number.
IVR Collect Digit applet — The IVR Collect Digit applet collects a digit, in an IVR slot, that a caller provides using their telephone key pad. The applet stores this digit in the specified digit IVR Slot. For example, a post-call survey can use the IVR Collect Digit applet to collect responses to questions.
IVR Collect Digit String applet — The IVR Collect Digit String applet collects a string of digits, in an IVR slot, that a caller provides using their telephone key pad. The applet stores this string in the specified digit string IVR Slot. For example, you might ask a user to provide their account number using their key pad. The applet collects this information.
IVR Send Questionnaire applet — The IVR Send Questionnaire sends information collected by the IVR collect applets from a post-call survey to a specified email address. For information about the IVR collect applets, see IVR Collect Audio applet, IVR Collect Digit applet, and IVR Collect Digit String applet. For information about using the IVR Send Questionnaire applet in creating a post-call survey, see Creating a post-call survey.
IVR Set Menu Digit applet — The IVR Set Menu Digit applet stores a configured digit value, in an IVR slot, that is available during the call.
IVR Set Menu String applet — The IVR Set Menu String applet stores a configured string value, in an IVR slot, that is then available during the call. You can use this applet to set a phone number to route the call to, for example.
Menu applet — The Menu applet provides one or more options during a call, and can optionally play an announcement as an introduction to those options. For example, the announcement can tell the caller to press number 1 on their telephone keypad for Sales, 2 for Support, or 3 for any other queries. When the caller presses their chosen number, the call is routed to another applet.
Queue - Set Priority (QSP) applet — The QSP applet works in two different modes:
Route on CRM Data applet — The Route on CRM Data applet routes a call to another applet, using data held in the Vonage Contact Center CRM system. Use the caller's CLID or a value in an IVR slot to find a record relating to the caller in the CRM database.
Router - Percentage applet — The Router - Percentage applet routes specified percentages of interactions to different applets. Use the applet to determine what percentages of interactions go to up to four different applets. For example, you can route 50% of the interactions to a Call Recording applet, 20% to a Take Message applet, and the remaining 30% to a Call Forward applet—if ten interactions are received, five are recorded, two messages are left, and three are forwarded to another number.
Router - Time Based applet — The Router - Time Based (RTB) applet routes calls differently depending on the time the call is received. For example, you can use the applet to route calls to one applet during normal office hours—9.00am–5:00pm, Monday to Friday—another at weekends—10:00am–4:00pm, Saturday and Sunday—and another applet at all other times. You can also define the routing of the call on bank holidays or on special days, such as company training days.
Self Service Transfer to PCI applet — The Self Service Transfer to PCI applet transfers a call from Vonage Contact Center to a secure IVR PCI environment. The applet is part of the standalone payment feature.
Send E-mail applet — The Send E-mail applet sends an email when a call is routed through the applet.
Send HTTP Post applet — The Send HTTP Post applet sends an HTTP post message when a call is routed through the applet.
Send SMS applet — The Send SMS applet sends one or more SMS messages when a call is routed through the applet using Vonage's Messages API.
Set Data Source applet — When Vonage Contact Center routes a call through a Set Data Source applet, the applet can create or update one or more placeholders, matching what has been configured within the applet.
Set SLA applet — The Set SLA applet sets the service level agreement (SLA) for interactions that are routed through the applet. Use the applet with the Universal Contact Distributor (UCD) applet, which routes interactions to agents in line with the specified SLA—the UCD applet tries to route interactions that are due to breach their SLA sooner than other interactions. For more information about the UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. The Set SLA applet
Set Whisper applet — Use the Set Whisper applet to play a whisper to the agent before connecting the call. A whisper is used to give a message to the agent, before the call is connected. For example, if an agent receives calls from customers in relation to different products, you might want to inform the agent what product the customer is calling about.
Shim Calling applet — Use the Shim calling applet to transfer a call from interaction plan to another in the same account.The Shim technique enables you to share a call flow between different interaction plans. For example, a travel business may have several sales channels that are all serviced by the same call center agents. Each sales channel has its own phone number with a different welcome message for that number. After the welcome message, the Shim Calling applet can direct all the calls to a single applet — usu
Skill Tagger applet — The Skill Tagger applet works with the Universal Contact Distributor (UCD) applet that routes calls based on skills rather than time. Use the Skill Tagger applet to tag calls with the skill—for example, language spoken—that the agent needs to answer the call. The UCD applet then routes the call to an agent with the required skills. For more information about the UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
Take Message applet — The Take Message applet records voice messages left by the caller, and sends the recordings to an email address. Use this applet when you simply do not have enough agents to respond to all of the calls, or when the call center is closed. Agents can listen to the messages later when they have more time.
Transfer Call applet — The Transfer Call applet prompts a caller to enter a number on their telephone key pad. The applet then transfers the call to the applet that the number is mapped to.
Virtual Agent applet
Virtual Assistant applet — The Virtual Assistant applet routes interactions to virtual agents within Vonage's AI Studio's Virtual Assistant.
VoiceMail applet — When Vonage Contact Center routes a voice call that is assigned to a specific agent's personal queue through a VoiceMail applet, Vonage Contact Center will play a greeting. This greeting is a previously recorded personalised greeting, if available, or a default greeting, and should prompt the caller to leave a message for the agent. The caller is able to replay and re-record their message before accepting it. When the caller has left a message, Vonage Contact Center can optionally send the agent
Internal names for applets
Language pack reference
Useful telephone numbers