Overview of Interaction Plans Manager

Interaction Plans Manager is a component of Vonage Contact Center (VCC), essential in managing destinations and interaction plans, and mappings between them. Users with an admin license use Interaction Plans Manager alongside Interaction Plans Architect to configure the routes inbound interactions take to reach the most appropriate agent or service for their needs.

Previously, interaction plans in Interaction Plans Architect were associated with a single destination. To use an interaction plan with different destinations, the admin user needed to copy the interaction plan, once for each additional destination. Any time the plan needed to change, the admin user needed to change multiple copies of the plan. In Interaction Plans Manager, the destination and interaction plan are separate entities; an admin user can map many destinations to one interaction plan.

In Interaction Plans Manager, an admin user can perform the following tasks:

• Map any number of destinations to a single interaction plan for real interactions
• Map any number of destinations to a single test interaction plan for test interactions from one or more specified sources
• Use data sources at the destination, mapping or interaction plan level to influence what happens to interactions in the interaction plan
• View where traffic is routed for both production and testing purposes
• Understand which interaction plans are being used through their Mapped or Unmapped status