Interaction Plans Architect reference

In this section

  • Announcement appletThe Announcement applet contains a single audio file with an announcement. You can use this applet to set a welcome message, or to inform a caller that their call is being recorded.
  • Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) appletThe ACD applet uses many configurable rules to determine how an interaction behaves in queues, to which group or groups the interaction is routed, as well as what to do with the interaction when certain thresholds are reached.
  • Callback appletWhen Vonage Contact Center routes a call through a Callback applet, the applet sets up an outbound call to the caller. Vonage Contact Center initiates the callback when a suitable agent becomes available.
  • Call Connect Router (CCR) appletThe Call Connect Router applet can route incoming calls to numbers outside of Vonage Contact Center (VCC). The applet can route a call in several ways:
  • Call Recording appletThe Call Recording applet stores a recording of the call routed through the applet in Interaction Content. You can access call recordings in the Interaction Content area of the VCC Admin Portal.
  • Check CRM Data appletThe Check CRM Data applet redirects a call flow according to the properties of the caller.
  • Check IVR Digit appletThe Check IVR Digit applet directs calls according to the digit collected in the specified IVR slot. For example, if a caller has provided the digit 1, route them to Applet1. If they have provided any other digit, route them to Applet2.
  • Check IVR String appletThe Check IVR String applet directs calls according to the value collected in the specified IVR slot. For example, if a caller has provided the string 1234, route them to Applet1234. If they have provided any other digit string, route them to Applet5678.
  • Command Runner applet_ExcerptCommandRunner
  • Data Announcer appletThe Data Announcer applet locates data from a specified *data source—previously retrieved using the Data Connector applet—or IVR slot and reads the data to the caller. You must first specify the type of announcement that the applet makes and then select the source of the data. The Data Announcer applet can also announce text specified in the applet in a specified voice.
  • Data Connector appletThe Data Connector applet retrieves data from or sends data to Salesforce, an external web service, or a client's bespoke system. This data is then available in the form of a Data Source for use in subsequent applets in the interaction plan:
  • Data Router appletThe Data Router applet makes dynamic routing decisions. The applet compares a value held in a data source with a value that you specify in the applet, using the operator that you also specify in the applet. If the comparison is true, then the applet routes the call accordingly. If the comparison is not true, the applet routes the call elsewhere. You can use the Data Router applet to route calls based on information returned from Data Connectors earlier in the call plan, for example, route the ca
  • Dial In Config appletThe Dial In Config applet contains multiple configurations, or interaction plans. You can provide up to 10 different configurations. The configurations simply specify the applet that the call is routed to next. You must select the active configuration. You can then use the applet to divert calls to a different configuration.
  • Dialled Number Router appletThe Dialled Number Router applet routes calls according to the original number that the caller dialed. For example, you might want to differentiate calls to different numbers in situations where those calls are routed to the same Automatic Call Distributor applet using a Shim Calling applet.
  • IVR Collect Audio appletThe IVR Collect Audio applet collects a recording of a caller's voice and stores the recording in a specified audio IVR slot. For example, the applet can request that the caller says their account number.
  • IVR Collect Digit appletThe IVR Collect Digit applet collects a digit, in an IVR slot, that a caller provides using their telephone key pad. The applet stores this digit in the specified digit IVR Slot. For example, a post-call survey can use the IVR Collect Digit applet to collect responses to questions.
  • IVR Collect Digit String appletThe IVR Collect Digit String applet collects a string of digits, in an IVR slot, that a caller provides using their telephone key pad. The applet stores this string in the specified digit string IVR Slot. For example, you might ask a user to provide their account number using their key pad. The applet collects this information.
  • IVR Send Questionnaire appletThe IVR Send Questionnaire sends information collected by the IVR collect applets from a post-call survey to a specified email address. For information about the IVR collect applets, see IVR Collect Audio applet, IVR Collect Digit applet, and IVR Collect Digit String applet. For information about using the IVR Send Questionnaire applet in creating a post-call survey, see Creating a post-call survey.
  • IVR Set Menu Digit appletThe IVR Set Menu Digit applet stores a configured digit value, in an IVR slot, that is available during the call.
  • IVR Set Menu String appletThe IVR Set Menu String applet stores a configured string value, in an IVR slot, that is then available during the call. You can use this applet to set a phone number to route the call to, for example.
  • Menu - Tone appletThe Menu - Tone applet provides one or more options during a call, and can optionally play an announcement as an introduction to those options. For example, the announcement can tell the caller to press number 1 on their telephone keypad for Sales, 2 for Support, or 3 for any other queries. When the caller presses their chosen number, the call is routed to another applet.
  • Queue - Set Priority (QSP) appletThe QSP applet works in two different modes:
  • Route on CRM Data appletThe Route on CRM Data applet routes a call to another applet, using data held in the Vonage Contact Center CRM system. Use the caller's CLID or a value in an IVR slot to find a record relating to the caller in the CRM database.
  • Router - Percentage appletThe Router - Percentage applet routes specified percentages of calls to different applets. Use the applet to determine what percentages of calls go to up to four different applets. For example, you can route 50% of the calls to a Call Recording applet, 20% to a Take Message applet, and the remaining 30% to a Call Forward applet—if ten calls are made, five are recorded, two messages are left, and three are forwarded to another number.
  • Router - Time Based appletThe Router - Time Based (RTB) applet routes calls differently depending on the time the call is received. For example, you can use the applet to route calls to one applet during normal office hours—9.00am–5:00pm, Monday to Friday—another at weekends—10:00am–4:00pm, Saturday and Sunday—and another applet at all other times. You can also define the routing of the call on bank holidays or on special days, such as company training days.
  • Self Service Transfer to PCI appletThe Self Service Transfer to PCI applet transfers a call from Vonage Contact Center to a secure IVR PCI environment. The applet is part of the standalone payment feature.
  • Send E-mail appletThe Send E-mail applet sends an email when a call is routed through the applet.
  • Send HTTP Post appletThe Send HTTP Post applet sends an HTTP post message when a call is routed through the applet.
  • Send SMS appletThe Send SMS applet sends one or more SMS messages when a call is routed through the applet.
  • Set Data Source appletWhen Vonage Contact Center routes a call through a Set Data Source applet, the applet can create or update one or more placeholders, matching what has been configured within the applet.
  • Set SLA appletThe Set SLA applet sets the service level agreement (SLA) for interactions that are routed through the applet. Use the applet with the Universal Contact Distributor (UCD) applet, which routes interactions to agents in line with the specified SLA—the UCD applet tries to route interactions that are due to breach their SLA sooner than other interactions. For more information about the UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. The Set SLA applet
  • Set Whisper appletUse the Set Whisper applet to play a whisper to the agent before connecting the call. A whisper is used to give a message to the agent, before the call is connected. For example, if an agent receives calls from customers in relation to different products, you might want to inform the agent what product the customer is calling about.
  • Shim Calling appletUse the Shim calling applet to transfer a call from one dialed number to another dialed in the same account.
  • Skill Tagger appletThe Skill Tagger applet works with the Universal Contact Distributor (UCD) applet that routes calls based on skills rather than time. Use the Skill Tagger applet to tag calls with the skill—for example, language spoken—that the agent needs to answer the call. The UCD applet then routes the call to an agent with the required skills. For more information about the UCD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
  • SOAP Interaction appletThe SOAP Interaction applet enables SOAP interaction during a call flow. Upload a WSDL file that defines the web service that the applet interacts with.
  • Take Message appletThe Take Message applet records voice messages left by the caller, and sends the recordings to an email address. Use this applet when you simply do not have enough agents to respond to all of the calls, or when the call center is closed. Agents can listen to the messages later when they have more time.
  • Transfer Call appletThe Transfer Call applet prompts a caller to enter a number on their telephone key pad. The applet then transfers the call to the applet that the number is mapped to.
  • Virtual Agent applet
  • VoiceMail appletWhen Vonage Contact Center routes a voice call that is assigned to a specific agent's personal queue through a VoiceMail applet, Vonage Contact Center will play a greeting. This greeting is a previously recorded personalised greeting, if available, or a default greeting, and should prompt the caller to leave a message for the agent. The caller is able to replay and re-record their message before accepting it. When the caller has left a message, Vonage Contact Center can optionally send the agent
  • Useful telephone numbers
  • Internal names for applets
  • Language pack reference