IPD Overview

There is a difference between interaction process diagrams (IPDs) used for voice-only interactions and IPDs used for multimedia interactions.

• An IPD for multimedia interactions will contain Interaction Queue, Media Server, and Workflow blocks and possibly multiple instances of each block depending on the design.

• An IPD for voice interactions will only contain a Workflow block that points to a single workflow resource.

• An IPD for multimedia interactions may contain workflow-generated blocks whereas an IPD for voice interactions will not show these nodes.