Outbound interaction plan
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
If enabled for your account, you can use an outbound interaction plan to configure interaction plans that run between the time the agent dials a number and the call is connected to the customer. As a result, it is possible to gather more information about the customer, for example, by performing a data dip into CRM or gathering information from the no-dial list. Additionally, you can set the outbound CLID, configure the call recording for that call, and/or configure a post-call survey that the customer will be rerouted to once the call ends.
Configuring an outbound interaction plan is very similar to the way an inbound interaction plan is built; however, there are a few key differences:
No applets related to queueing, such as Skill Tagger or Set SLA applets.
No customer-facing applets, such as Take Message or Voicemail.
Outbound interaction plan limit
You can only have one live outbound interaction plan per account. All agent calls will go through this interaction plan.
Data sources
Data sources are placeholders for the data sources' values at run time. Vonage Contact Center replaces the placeholder with a value before comparing the values.
Type in the '$' symbol to retrieve data from data sources.
You can retrieve the following:
Data Source | Description |
|---|---|
$(OutboundDestination) | The number dialed by the agent. |
$(OutboundAgent) | The ID of the agent that makes the call. |
$(OutboundPresentedAddress) | The outbound number the customers sees. |
Prerequisites
In order to create a successful Outbound IVR, ensure to complete the following:
Enable Outbound interaction plans for the account.
The AlertContact applet is embedded into the outbound interaction plan. See AlertContact applet to learn more.
Configuring an outbound interaction plan
Navigate to Interaction Plans → Manager.
Click Create New > Interaction plan.
Select Default Outbound as the Interaction plan type.
Type OutboundIVRExternalParty into the Reporting group, to inform the system that this is the live outbound interaction plan.
Continue creating the interaction plan as normal.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.