TMFC023 Party Interaction Management v1.0.1

The Party Interaction Management component, part of the Open Digital Architecture (ODA), will typically be the first component in a party/individual experience journey, shared by unassisted (self-service, retail kiosk) or assisted (call center, retail store) channels, for which it is also in charge of queue management.

Depending on identified/unidentified party, party roles and/or resource roles, this component will react appropriately to propose available actions like Identify yourself, Browse Catalog, Start an Order, Register Trouble Ticket. It will delegate the chosen action execution to the dedicated component (based on configuration).

It records the interaction, and iteration items corresponding to the chosen actions, for all the parties from all channels.

General Information

Document series: TMFC023
Document version: 1.0.1
Status: TM Forum Approved
Document type: Technical Specification
Team approved: 08-Aug-2023
IPR mode: RAND
Published on: 22-Aug-2023
TM Forum Approved: 06-Oct-2023
Date modified: 06-Oct-2023