Interaction Attendant Best Practices

Interaction Attendant

Interaction Attendant the built-in application used to manage call flows for automated attendants in PureConnect. This page includes content and links to best practice recommendations for using Interaction Attendant.

Example for how to add group transfer functionality to a menu

Good practices for providing a Disconnect option, and re-prompt menu options.

Interaction Attendant scalability recommendations

Interaction Attendant can manage call profiles for multiple business units, but we recommend you avoid adding too much complexity into each node in each profile.

There is a potential for maintenance problems, performance issues, and scalability risks with a large number of Attendant profiles and a high level of complexity in the profiles. Having a large number of Attendant nodes is not a problem in itself. However, if the nodes are doing a lot of processing not directly related to call handling, this extra processing can create a performance impact on the system. For example, if Attendant nodes are setting attributes that are not related to call handling, this assignment may cause many handlers to execute and possibly back up calls, which can lead to delayed interaction processing. This scenario has been observed in a system that was load testing 20 calls per second for a service outage scenario. The solution was to move multiple single attribute updates out of Interaction Attendant and into a handler to reduce system load.

For large, complex systems with multiple business units, we recommend you consult with a technical Sales Engineer, your Account Executive, or Professional Services to determine if your system would benefit from the use of some customized handlers, or possibly a Custom Rules Engine web service that can simplify your Interaction Attendant system. The Custom Rules Engine can simplify the Attendant profiles and move the complexity to a web service. This is an additional service from Professional Services.