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Understanding 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, and to correct the numbers from an external entity etc.

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 a home phone in North American, United Kingdom, Nigeria and Beijing use different leading digits as shown below:

In each case above 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.

Benefits

The Dial plan now applies to all outbound calls:

Call Type Default Dial Plan Overriding Dial Plan

Agent Dial

Tenant dial plan

Agent dial plan

Click to Dial

Tenant dial plan

Dial Plan specified as API parameter

Web Callback

Tenant dial plan

Dial Plan specified as API parameter

Verification Call

Tenant dial plan

Agent dial plan

Forward to External

Tenant dial plan

N/A

Campaign Call

Tenant dial plan

Dial Plan specified in properties

See Also

 


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