Sometimes you might want to copy an interaction plan from one ContactWorld 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 NewVoiceMedia 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.
You can only copy an interaction plan from telephone number to telephone number, or named route to named route.
When NewVoiceMedia 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 Transferring a call to an applet.
Set service name for destination number
If you have set a service name for the destination number or named route in the source account, you should set a service name in the target account. Setting a service name is not essential but is good practice. For information about setting a service name for a destination number or named route, see Setting service name.
Set Salesforce organisation details for destination account
If you are using ContactWorld in Salesforce, or using Connect, and haven't already done so, you must link your new new account to Salesforce. For information about linking ContactWorld and a Salesforce account, see Linking ContactWorld 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 Using Real Time.
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.
Check that Skill Tagger and Universal Contact Distributor applets on the destination account are correctly configured to use these groups and skills and amend the configuration if necessary. For information about configuring these applets for skills-based routing, see Setting up skills based routing.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 Shim Calling applets on the destination account
If you are using Shim Calling applets in your interaction plan, you must update the numbers that you want to transfer interactions to. For information about the Shim Calling applet, see Shim Calling applet.
Copying an interaction plan copies only the applets configured for the original phone number or named route. The target interaction plan is not copied. You must request that NewVoiceMedia copies the target interaction plan too, or recreate the plan yourself.
Test audio files on destination number for the following applets:
Automatic Call Distributor or Universal Contact Distributor applet. For information about this applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
Call Connect Router applet. For information about this applet, see Call Connect Router (CCR) applet.
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:
Send E-mail applet. For information about the Send E-mail applet, see Send E-mail applet.
Take Message applet. For information about configuring email addresses in the Take Message applet, see Taking and sending a message from a caller.
Set the initial applet as normal
For information about setting the initial applet for an interaction plan, see Setting initial applet.