Working with mappings in 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.

In this page

A mapping connects an address to an interaction plan. When an interaction arrives at a VCC account using a specific address, the mapping determines which interaction plan the interaction is routed to.

Many addresses can be mapped to a single interaction plan, enabling the interaction plan to be reused.

Mappings are ranked. If multiple mappings exist for a single address, the mapping with the highest rank (where rank 1 is highest) is used. Rank is determined by the mappings' priority values (where priority 1 is lowest, and 10,000 is highest). If two or more mappings have the same priority, the most recently modified mapping has the highest rank.

As an admin user, you can edit, and delete mappings.

How do I view existing mappings?

The Mappings tab displays the mappings in your VCC account. From the Mappings tab in Interaction Plans Manager, you can perform the following tasks:

Search for mappings. To search for specific mappings, start typing part of the required mapping’s data in the Search field. The list of mappings is filtered as you type.
Change the data that appears. To sort data, click one of the sortable column headings. To add or remove columns from the list of mappings, click the eye icon and click to select or clear columns. You cannot remove the Name column.

Column	Description	Appears by default?	Sortable?
Name	The name of the mapping.	Yes	Yes
Description	A description of the mapping.	No	No
Destination	Expandable list of destinations that are mapped to an interaction plan in the mapping. The first destination in the list appears. The number of additional destinations appears alongside. Click the number to see the complete list of mapped destinations.	Yes	No
Production plan	The interaction plan to use for interactions that arrive at the destination.	Yes	Yes
Testing plan	The interaction plan to use for test interactions that arrive at the destination.	Yes	Yes
Interaction source	The source of test interactions. The testing plan identified in the mapping applies to interactions from this source. An Interaction source is the address that an interaction was initiated from.	No	No
Data source	Key-value pairs that have been set for this mapping. For information about data sources, see Interaction Plans Manager.	No	No

How do I create a new mapping?

To create a new mapping, perform the following steps:

1. From Interaction Plans Manager, click Create new and click Mapping in the menu that appears.
2. A new mapping appears. Provide the following information:

Field		Description
Mapping name		The name of the mapping. Type a name for the mapping. Mapping name can be a maximum of 100 characters and must be unique.
Mapping description		A description of the mapping. Type a description of the mapping. Mapping description can be a maximum of 280 characters.
Destination assignment		The destination or destinations this mapping is connecting to the interaction plan selected in the Interaction Plan field. You must map at least one destination.
	Available destinations	The destinations available to connect to the interaction plans selected in the Production plan and Testing plan (optional) fields. The icon that appears alongside the name of each destination indicates whether the destination is already mapped: A green check indicates that the destination is already mapped A red cross indicates that the destination is not already mapped (migrated accounts only) An icon containing a tilde indicates that the destination is mapped by default to the interaction plan it was migrated from Move addresses from the Available destinations list to the Assigned destinations list to connect them to production and, optionally, testing interaction plans. Optionally search for a specific destination or destinations using the Search field. Select the check box alongside each destination you want to connect to an interaction plan. Click the right arrow button to move the destination or destinations into the Assigned Destinations list.
	Assigned destinations	The destinations selected for connecting to the interaction plan selected in the Interaction Plan field. Move destinations from the Assigned destinations list to the Available destinations list to remove them from the mapping. Optionally search for a specific destination or destinations using the Search field. Select the check box alongside each destination you want to connect to an interaction plan. Click the left arrow button to move the destination or destinations into the Available destinations list.
Production plan		The production interaction plan that the destinations in the Assigned destinations list will be connected to.
Testing plan (optional)		The interaction plan that destinations in the Assigned destinations list will be connected to for testing purposes.
Interaction Source (e.g. tester's phone number)		The source or sources of interactions that the testing plan in this mapping applies to. Interactions from this source that arrive at one of the assigned destinations will be routed to the testing plan. Click to add existing Interaction Source values (or caller IDs) to the mapping, or type to add a new Interaction Source. Each Interaction Source must be in E.164 format.
Data source		Key-value pairs that are set on interactions that use the mapping. For more information about data sources, see Interaction Plans Manager. Add up to 20.
	Key	The name of the data source. Type the key of a data source to add to interactions that use this mapping. Key field values can be a maximum of 20 characters.
	Value	The value of the data source. Type the value of a data source to add to interactions that use this mapping. Value field values can be a maximum of 20 characters.

3. Click Save mapping.

If one or more of the destinations in Assigned destinations are already mapped to an interaction plan, a message appears informing you that the destinations will be reassigned to the new mapping.

To remove one or more of these destinations, click Cancel and make your changes as required.
To proceed, click Save. Already mapped destinations are removed from the Assigned destinations list the existing mapping and are saved in the Assigned destinations list in the new mapping. If the original mapping contains no other assigned destinations, the entire mapping is removed.

This message does not appear if the destinations appear in a default mapping. The default mapping is automatically replaced when you click Save mapping.

Your new mapping appears on the Mappings tab.

How do I modify an existing mapping?

To modify an existing mapping, from the Mappings tab in Interaction Plans Manager, click the menu icon alongside the mapping you want to edit and select Edit.

The mapping appears. You can edit all fields, and add and remove data sources. For information about the fields, see How do I create a new mapping?.

How do I delete an existing mapping?

To delete a mapping, from the Mappings tab in Interaction Plans Manager, click the menu icon alongside the mapping you want to delete and select Delete.

Click Delete in the dialog box that appears to confirm that you want to delete the mapping. The mapping is deleted.