Dialing Options field descriptions

Last Updated : Jun 24, 2024 |

To customize your contact center properties, update the required parts of the code that ServiceNow displays in the Configuration field.

For example, the following part of the code enables Avaya Workspaces for CRM to create call logs:

"callLogEnabled": "Y",

To prevent Avaya Workspaces for CRM from creating logs, you must update this part of the code as follows:

"callLogEnabled": "N",

The following table describes the parts of the code that ServiceNow displays in the Configuration field, under the "DialingOptions":{ section:

Part of the code

Description and values

"reqOutsidePrefix": "",

The prefix that your agents must enter to initiate external calls.

For example, you can type "reqOutsidePrefix": "1", to enable your agents to initiate external calls by entering the prefix 1.

"reqLongDistPrefix": "",

The prefix that your agents must enter to initiate long-distance calls.

For example, you can type "reqLongDistPrefix": "2", to enable your agents to initiate long-distance calls by entering the prefix 2.

"reqInternationalPrefix": "",

The prefix that your agents must enter to initiate international calls.

For example, you can type "reqInternationalPrefix": "999", to enable your agents to initiate international calls by entering the prefix 999.

"dialInternalLength": "",

The length of the internal numbers within your contact center. Avaya Workspaces for CRM uses this value to determine the type of numbers.

If the length of a phone number is equal to or less than the entered value, Avaya Workspaces for CRM treats this phone number as an internal number.

If the length of a phone number is greater than the entered value, Avaya Workspaces for CRM treats this phone number as an external number.

For example, you can type "dialInternalLength": "5", to enable Avaya Workspaces for CRM to treat all phone numbers with the length equal to or less than 5 as internal numbers.

Note:

If you type 0, Avaya Workspaces for CRM treats all phone numbers as external numbers.

If your local dial plan uses the extensions with the same length as in Local Number Length, type 0.

"dialCountryCode": "",

The country code of the current location of your contact center. Avaya Workspaces for CRM uses this value for enhanced outbound number processing.

For example, you can type "dialCountryCode": "2", to enable Avaya Workspaces for CRM to use the country code 2 for outbound number processing.

"dialLocalLength": "",

The length of the external numbers within your country.

For example, you can type "dialLocalLength": "8", if the length of external numbers within your country is 8 digits.

"dialLongDistanceLength": "",

The length of the long-distance external numbers within your contact center. Avaya Workspaces for CRM uses this value to analyze outbound numbers and determine the required prefixes.

For example, you can type "dialLongDistanceLength": "9" if your contact center uses 9 digits long-distance external numbers.

"emergencyCodes": ""

The emergency numbers that your agents must dial to call the emergency service providers. For example, in the United States, the emergency number is 911. If you type an emergency number in this field, and an agent dials the number, Avaya Workspaces for CRM initiates the emergency call. Emergency calls are routed directly to the emergency service providers, and they ignore the existing dialing rules.

You can type multiple emergency numbers separated by commas. To disable the emergency calling feature, leave this field blank.

For more information about emergency calling, see the Managing users section in Administering Avaya Experience Platform™ Public Cloud.

For example, you can type "emergencyCodes": "911"
Related information
Configuring your contact center