Sometimes you might need to change the interaction plan used when a customer dials a particular number in your account. For example in a disaster situation you might need to divert calls to a standby interaction plan, or when the office is closed you might want to divert calls to an announcement that provides information about office hours.
This feature only works with calls that are routed to a telephone number (a PSTN destination). The feature does not work for other types of interactions, or calls that are routed to a named route (an API destination). |
Using the Dial In Config applet you can change the interaction plan used quickly, and remotely. Set up your applets as normal and then create up to ten configurations in the Dial In Config applet. These configurations simply specify the applet that the call is routed to next. For information about Dial In Config applets, see Dial In Config applet. Using a special telephone number you can choose the active configuration.
In this very simple example, you can use the Dial In Config applet, DialInConfig, to switch between three different configurations.
To change the configuration remotely, call the special phone number provided for this purpose, and follow the instructions you hear:
Now, when a call is made to the configured telephone number and routed through the Dial In Config applet, the applet routes the calls to the next applet specified in the selected configuration.
For information about the telephone numbers to access the Dial In Config Update Service, see Useful telephone numbers. |