Understand tenant dial plans

An 8x8 Contact Center dial plan specifies how to interpret phone number sequences dialed by an agent using the phone tab, click-to-dial (or through API), and how to convert them into an ITU-T E.164 normalized outbound dial string. Dial plans can be used to include country codes and area codes, support extension-based dialing, correct the numbers from an external entity, and more.

Dial plans take numbers dialed by users, or numbers originating from other 8x8 Contact Center components such as: IVR callback, web callback, click-to-dial, workplace phone, etc., and apply editing rules to yield one of the following:

  • A valid global public phone number (known as E.164)
  • A valid PBX number
  • A call disallowed message number
  • A warning tone generating number

Dial plans change the interpretation of dialed digits within a tenant to correspond to familiar national, local, or private phone switch dialing conventions. A dial plan establishes the expected number and pattern of digits for an outbound phone call, and validates the agent-dialed sequence. It consists of a collection of calling number patterns and treatment pairs. When a user dials a series of digits, each calling number pattern in the dial plan is tested as a possible match. If the agent-dialed sequence matches a pattern, corresponding treatment applies. The treated sequence is then transmitted to initiate a call or rejected as invalid.

For example, the dialing sequences to reach the Crystal Jade Restaurant in Shanghai, China from home phones in the United States, United Kingdom, Nigeria, and Beijing use different leading digits:

  • New York City, USA dials 011862163858752 → North American Dial Plan = +862163858752
  • London, England dials 008621 6385 8752 → UK National Dial Plan = +862163858752
  • Abuja, Nigeria dials 009862163858752 → Nigerian National Dial Plan = +862163858752
  • Beijing, China dials 02163858752 → Peoples Republic National Dial Plan = +862163858752

In each case, a different national dial plan is used to remove the local prefix digits and restore the country code when necessary to yield an unambiguous international number.

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