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In the Shim Calling applet you must specify the destination interaction plan. You can specify this either by selecting the interaction plan from a list, or by passing in the name ID of the interaction plan in a data source. If you select the interaction plan from a list, you can optionally transfer IVR data from one line to another — specify the source and destination IVR slots to store the source IVR slot value in the destination IVR slot.

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FieldOptionsDescription
Shim typeList of shim types

The type of shim.

Select the shim type. One of:

  • Interaction plan. If you choose Interaction plan, you must then specify the name of the interaction plan you want to transfer the call to.

  • Data source. If you choose Data source, you must provide the name of a data source. The data source must contain the

name

  • ID of the interaction plan you want to transfer the call to.

    Note
    titleUsing the applet with Salesforce Omni-Channel flows in Service Cloud Voice

    Currently you can only use data source type shims if you are using Salesforce Omni-Channel flows in Service Cloud Voice.


For Interaction plan type shims, the following fields appear:
Shim to interaction planList of available numbers (and their service names) interaction plans in the account

The number interaction plan to transfer the call to.

Select the number interaction plan to transfer the call to.

Shim Applet NameList of available applets

The applet that the call is routed to on in the destination numberinteraction plan.

Select the applet on in the destination number interaction plan that the call is routed to.

Transfer IVR dataSelect, clear

Whether or not to transfer IVR data to the destination numberdestination interaction plan. For example, if the caller pressed a digit corresponding to a brochure request menu option, you must transfer the data so that the request is not forgotten.

Select the Transfer IVR data check box to transfer IVR data to the destination numberdestination interaction plan.

Source IVR SlotList of available source IVR slots

The IVR slot that contains the information that you want to transfer from the source number to the destination numberdestination interaction plan.

Info

You can only transfer information from string IVR slots.

Select the appropriate IVR slot.

Destination IVR SlotList of available destination IVR slots

The IVR slot that you want to transfer the source IVR data to.

Select the appropriate IVR slot.

Transfer DDISelect, clear

Whether or not to transfer the direct dial-in (DDI) number to the destination numberdestination interaction plan. To track the DDI, which is the phone number that the caller originally dialed, you must transfer the DDI to the destination numberinteraction plan. You might want to use this information to measure the effectiveness of a marketing campaign in different publications, for example.

Select the Transfer DDI check box to transfer the DDI to the destination numberdestination interaction plan.

Destination IVR slot for DDIList of available destination IVR slots

The destination IVR slot to store the DDI number in. You do not need to specify a source IVR slot as the information is contained within the call itself.

Select the appropriate IVR slot.

Transfer Agent IdSelect, clear

Whether or not to transfer the agent's ID to the destination numberdestination interaction plan. If an agent has already answered the call but is transferring the call to another agent, you might want to save the original agent's ID.

Select the Transfer Agent Id check box to transfer the agent's ID to the destination numberdestination interaction plan.

Destination IVR slot for Agent IdList of available destination IVR slots

The destination IVR slot to store the AgentID in. You do not need to specify a source IVR slot as the information is contained within the call itself.

Select the appropriate IVR slot.

For Data source type shims, the following fields appear:
Data source nameText

The name of the data source that contains the name ID of the interaction plan you want to transfer the call to.

Type the name of the interaction plan data source. Use the following format to specify a placeholder for a data source:

$(DataSource)

For both types of shim, the following field appears:
Next Applet on FailureList of available applets

Optional. The applet that the call is routed to if there is a failure.

If you do not set this applet, the call will end immediately if there is a failure.

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