Interaction Plan Management is a component of Vonage Contact Center (VCC), essential in managing destinations and interaction plans, and mappings between them. Users with an admin license use Interaction Plan Management alongside Interaction Architect to configure the routes inbound interactions take to reach the most appropriate agent or service for their needs.
Previously, interaction plans in Interaction Architect were associated with a single destination. To use an interaction plan with different destinations, the admin user needed to copy the interaction plan, once for each additional destination. Any time the plan needed to change, the admin user needed to change multiple copies of the plan. In Interaction Plan Mapping, the destination and interaction plan are separate entities; an admin user can map many destinations to one interaction plan.
In Interaction Plan Management, an admin user can perform the following tasks:
- Map any number of destinations to a single interaction plan for real interactions
- Map any number of destinations to a single test interaction plan for test interactions from one or more specified sources
- Use data sources at the destination, mapping or interaction plan level to influence what happens to interactions in the interaction plan
- View where traffic is routed for both production and testing purposes
- Understand which interaction plans are being used through their Mapped or Unmapped status
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.
Using Interaction Plan Management, admin users can create, edit, and delete API destinations. Admin users can only edit PSTN destinations; only Vonage can create and delete PSTN destinations.
For information about configuring destinations, see Using Interaction Plan Management.
An interaction plan is a series of applets that route interactions—calls, emails, live chats, and so on—from customers to agents. High-level settings for an interaction plan appear in Interaction Plan Management, and the plan's configuration of applets is located in Interaction Architect.
Using Interaction Plan Management, admin users can create, edit, clone, and delete interaction plans. When an admin user creates an interaction plan in Interaction Plan Management, the plan appears also in Interaction Architect. The user can then configure the interaction plan’s applets.
For information about configuring interaction plans in Interaction Plan Management, see Using Interaction Plan Management.
A mapping connects a destination to an interaction plan. When an interaction arrives at a VCC account using a specific destination, the mapping determines which interaction plan the interaction is routed to.
Many destinations can be mapped to a single interaction plan, enabling the interaction plan to be reused.
Using Interaction Plan Management, admin users can create, edit, and delete mappings.
For information about configuring mappings, see Using Interaction Plan Management.
Data sources contain values associated with interactions; data sources have a name (also known as a 'key') and a value and are sometimes described as a 'key-value pair'. Vonage Contact Center can use the values in data sources for routing interactions.
In Interaction Plan Management, destinations, interaction plans, and mappings can each have up to 20 data sources. The values of the data sources are set on associated interactions before being routed through an interaction plan. Interaction plans can be configured in Interaction Architect to behave differently depending on the values.
For example, two destinations mapped to the same interaction plan may have different data source values. The interaction plan’s behavior may be determined by the data source’s value and therefore the destination through which an interaction arrives at the VCC account.
For information about configuration data sources in destinations, interaction plans, and mappings, see Using Interaction Plan Management.
Data source hierarchy
If a single data source is set to different values by a destination and either the mapping, the interaction plan, or both, the value set by the destination takes precedence. If the data source is set to different values by the mapping and interaction plan, the mapping’s value takes precedence.
For example, if the destination's Language data source value is en-gb, the mapping’s Language data source is es-es, and the interaction plan’s Language data source is pl-pl, the Language data source on an interaction is set to en-gb.
Applets within an interaction plan can also set data source values. Values set by applets take precedence over values set by the destination, mapping, or interaction plan.
Example destination, mapping, interaction plans
Production interaction plan
Using the following example:
Customer uses Destination A (0123456789) to contact a VCC account. The initiated interaction uses a PSTN address and is therefore a call.
Destination A has data sources DS1 and DSA, and sets DS1 on the interaction to 1 and DSA to z.
Destination A is included in Mapping A. Mapping A has data sources DS1 and DSM and sets DSM on the interaction to y. Destination A has already set DS1 on the interaction, so Mapping A does not set DS1.
Mapping A maps Destination A to Interaction Plan A for real (non-test) interactions.
Interaction Plan A has data sources DS1 and DSP, and sets DSP on the interaction to x. Address A has already set DS1 on the interaction, so Interaction Plan A does not set DS1.
VCC now routes the interaction with four data sources—DS1, DSA, DSM and DSP—through Interaction Plan A’s applets as configured in Interaction Architect.
Testing interaction plan
In this example, the source of the initiated interaction is +449876543210. Interactions from this source are identified as test interactions and therefore go to the testing plan: Interaction Plan B. Interaction Plan B has data sources DS1 and DSP, and sets DSP on the interaction to w.
Migrated interaction plans
If you previously configured interaction plans along with their destinations in Interaction Architect, some of the data from your interaction plans will have been migrated into Interaction Plan Manager. Migration removes destinations from their interaction plans and stores them as separate destination and interaction plan entities. Default mappings are created to reconnect destinations and interaction plans. One interaction plan in Interaction Architect results in one interaction plan, one destination and one mapping in Interaction Plan Management.
Mappings created from migrated interaction plans (known as default mappings) are not visible in Interaction Plan Management.
Destinations that are associated with a default mapping do not appear to be mapped other than in the list of available destinations when creating or editing a mapping. When creating or editing a mapping, destinations that are mapped by default to the interaction plan it was migrated from are indicated by an icon containing a tilde:
Interaction plans that are associated with a default mapping have a status of Mapped.
Use the following information to identify your migrated interaction plans and destinations. You can still find your interaction plans in Interaction Architect, however, addresses and service names no longer appear.
Line or named route
For example, “0123456789” or “NamedRouteForSalesEmails”
A line in Interaction Architect Line sets Type to “PTSN”.
A named route in Interaction Architect Line sets Type to“API”
For example, “Primary call plan“
For example, “Primary call plan“
Line | named route + " - " + service name
For example, “0123456789 - Primary call plan”
Default mappings created from migrated interaction plans do not appear in Interaction Plan Management.