Shim Calling applet
Use the Shim calling applet to transfer a call from interaction plan to another in the same account.The Shim technique enables you to share a call flow between different interaction plans. For example, a travel business may have several sales channels that are all serviced by the same call center agents. Each sales channel has its own phone number with a different welcome message for that number. After the welcome message, the Shim Calling applet can direct all the calls to a single applet — usually the Automatic Call Distributor (ACD) applet — in another interaction plan. For more information on the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
The main advantage of using this technique is that the most complex part of the call flow, which is generally in the ACD applet, appears in one place only. Sharing the call flow between multiple numbers removes duplication and additional maintenance.
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 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.
When you store a value in an IVR slot, the value is also stored as a data source. The Data Connector, Data Announcer, Data Router, ACD, and UCD applets can then use the data source. The name of the data source is the friendly name of the IVR slot, prefixed with 'IVRSlot|'. For example, if an IVR slot has a friendly name of 'StockPrice', the corresponding data source value is called 'IVRSlot|StockPrice'.
Shim Routing Options
| Field | Options | Description |
|---|---|---|
| Shim type | List of shim types | The type of shim. Select the shim type. One of:
|
| For Interaction plan type shims, the following fields appear: | ||
| Shim to interaction plan | List of available interaction plans in the account | The interaction plan to transfer the call to. Select the interaction plan to transfer the call to. |
| Shim Applet Name | List of available applets | The applet that the call is routed to in the destination interaction plan. Select the applet in the interaction plan that the call is routed to. |
| Transfer IVR data | Select, clear | Whether or not to transfer IVR data to the destination 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 interaction plan. |
| Source IVR Slot | List of available source IVR slots | The IVR slot that contains the information that you want to transfer from the source number to the destination interaction plan. You can only transfer information from string IVR slots. Select the appropriate IVR slot. |
| Destination IVR Slot | List of available destination IVR slots | The IVR slot that you want to transfer the source IVR data to. Select the appropriate IVR slot. |
| Transfer DDI | Select, clear | Whether or not to transfer the direct dial-in (DDI) number to the destination interaction plan. To track the DDI, which is the phone number that the caller originally dialed, you must transfer the DDI to the destination interaction 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 interaction plan. |
| Destination IVR slot for DDI | List 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 Id | Select, clear | Whether or not to transfer the agent's ID to the destination 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 interaction plan. |
| Destination IVR slot for Agent Id | List 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 name | Text | The name of the data source that contains the 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 Failure | List 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. |
For general assistance, please contact Customer Support.
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