Avaya Contact Center – Extended Capacity supports 24-digit dialing, short and long number dialing, flexible phone number formats, and flexible extension number lengths for call appearance. With a dial plan, the contact center assigns blocks of numbers into call categories. The Routing Core Server processes the call categories according to routing rules. Based on configured dial plans, your contact center can route internal and external calls or block certain numbers.

Avaya Contact Center – Extended Capacity supports dial prefixes agents can dial before an extension. Dial prefixes prevent conflicts between extensions and numbers used for dialing within an agent profile. You can also configure a dial plan so that your contact center does not require dialing a prefix when an agent calls an external number. This way, you can comply with laws requiring dialing emergency numbers without a prefix.

On the Dial Plan Analysis screen, when adding or editing a dial plan, you can manage dial plan configuration parameters, such as a call type, a dialed string prefix, and a string length. The dialed number string length depends on the selected call type. For example, if you set the prefix to 555 and the string length to 7, the Routing Core Server identifies dialed numbers between 555-0000 and 555-9999. You can also associate the created dial plan with specific agent profiles and select a SIP server that the contact center uses for call routing.