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Copying an interaction plan to another account

Copying an interaction plan to another account

Feb 17, 2025

Sometimes you might want to copy an interaction plan from one Vonage Contact Center account to another. For example, you might want to copy a plan from a test or sandbox account to a production account.

If you want to copy an interaction plan from one account to another, you must contact Vonage Contact Center to start the copy. When the copy is complete, you must perform various tasks to ensure that your interaction plan works correctly in the new environment.

In this page

You can only copy an interaction plan from telephone number to telephone number, or named route to named route.

When Vonage Contact Center has completed copying the interaction plan to the target account, perform the following tasks:

  • Add transfer strings to new account

    If you use transfer strings in the interaction plan in the source account, you must recreate these in the copied plan. For information about configuring transfer strings, see Configuring applet transfer strings.

  • Set Salesforce organization details for destination account

    If you are using Vonage Contact Center in Salesforce, or using Connect, and haven't already done so, you must link your new account to Salesforce. For information about linking Vonage Contact Center and a Salesforce account, see Linking Vonage Contact Center to a Salesforce account.

  • Configure agents and groups for destination account

    To use your interaction plan in your new account, you must set up agents and groups as required. For information about configuring agents and groups, see Configuring individual users and Configuring groups in User Admin.

  • Create skills for skills-based routing in the destination account

    If you are using skills-based routing in your interaction plan, create skills and assign those skills to agents as appropriate in the target account. For information about setting up skills, see Configuring skills.

  • Configure rules on Dialled Number Router applets on the destination account

    If you are using a Dialled Number Router applet in your interaction plan, you must update the routing rules in the applet in the target account. For information about the Dialled Number Router applet, see Dialled Number Router applet.

  • Configure destination applet on Route to Interaction Plan applets on the destination account

    If you are using Route to Interaction Plan applets in your interaction plan, you must update the numbers that you want to transfer interactions to. For information about the Route to Interaction Plan applet, see Route to Interaction Plan applet.

  • Test audio files on destination number for the following applets:

  • Amend the email addresses on destination number in applets

    If you are using either of the following applets and use different email addresses in your source and target accounts, update the addresses in the relevant fields:

  • Set the initial applet as normal

    For information about setting the initial applet for an interaction plan, see Setting initial applet.

  • Update any Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applets in the interaction plan

    Remove and then re-add any groups in the Group Settings section even if the settings appear correct* and click Update. Repeat for all ACD and UCD applets. For information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.

  • Update any Skill Tagger applets in the interaction plan

    Remove existing skills from the Skill Tagger applet and click Update. Re-add skills and click Update again. Repeat for all Skill Tagger applets. For information about Skill Tagger applets, see Skill Tagger applet.

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