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Understand Tenant Dial Plans

A 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 Virtual Contact Center components, IVR callback, web callback, click-to-dial, workplace phone, etc., and apply editing rules to yield one of the following:

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:

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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