Destinations are used by customers to contact agents in a VCC account. A VCC account can have many destinations for different purposes: for customers in different locations, for different types of customers, and so on. Interaction Plan Management contains two types of destinations: PSTN destinations and API destinations. Previously, these destinations were referred to as lines and named routes respectively. PSTN destinations are phone numbers. A customer dials a PSTN destination to initiate an inbound call which arrives at the associated VCC account.
Non-call interactions such as emails, live chats, and so on use API destinations to contact agents in the associated VCC account.
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