Adding a dial plan

Last Updated : Feb 09, 2024 |

About this task

Configure a dial plan for a certain call type and office location. You can also add SIP servers that the contact center uses for call routing. If you add a SIP server for a Public, Private, Emergency, Local, or Custom call type, you must specify agent profiles to which the configuration applies.

If you configure a dial plan for the reserved call type, you cannot add endpoints with extensions that match the specified dial plan parameters.

The minimum and maximum length of a dialed number or agent ID depends on the call type. The first character for the external-prefix call type can be an asterisk (*) or a pound sign (#). You can type the plus sign (+) as the first digit in the string for all call types. For example, for the deny call type, you can type +1900. The minimum and maximum length values of a dialed number or an agent ID include special characters.

Procedure

  1. On the Configuration Server web portal, go to Administration > System > Dial Plan Analysis.
  2. At the top-right corner of the Dial Plan Analysis page, click the the Add icon icon.

    Configuration Server displays the dial plan configuration fields.

  3. At the top half of the page, in the Dialed String Prefix field, type the digits that the contact center uses to identify dialed numbers or agent login IDs.
  4. In the Call Type drop-down list, select one of the call types to associate with this dial plan.

    You can select one of the predetermined call types or configure your call type on the Dial Plan Call Types page.

  5. In the Min Length field, type the minimum length of the dialed number or agent login ID.

    For custom call types, you can type a value from 1 to the value entered in the Max Length field.

  6. In the Max Length field, type the maximum length of the dialed number or agent login ID.

    For custom call types, you can type a value in the range from the value entered in the Min Length field to 24. For the external-prefix call type, the maximum length must match the Min Length value.

  7. Do one of the following:

    • To apply the dial plan configuration to all agent profiles, select All Agent Profiles.

    • To apply the dial plan configuration to certain agent profiles, in Agent Profile(s), select one or several agent profiles.

    You can configure agent profiles on the Agent Profiles page.

  8. Optional In Comments, type a short description for the dial plan.

    You can type a maximum of 50 Unicode characters.

  9. In the Routing Mode drop-down list, select one of the following:

    • Priority Based: To distribute contact center calls equally between SIP servers in circular order.

    • Round Robin: To route contact center calls to SIP servers based on the server priority. If the first SIP server in the Destination SIP Server(s) section fails, the contact center starts routing calls to the next SIP server in the list.

  10. In the Destination SIP Server(s) section, in the SIP Server drop-down list, select a SIP server that the contact center uses for call routing.

    You can configure SIP servers on the SIP Servers page.

  11. Optional To add a SIP server, click Add.

    When routing a call, the Routing Core Server connects to the first configured SIP server. If the server is unavailable, the contact center uses the next server you added.

  12. At the top-right corner of the screen, click Commit.

    Configuration Server saves the dial plan configuration and redirects you to the Dial Plan Analysis page.

    For the Public, Private, and Emergency call types, if you do not set any SIP servers, Configuration Server displays a warning. Click OK to continue without configuring a SIP server.

Related information
Dial plan call type overview