Create a Dial Plan

Before you begin

You require Administrator privileges to complete this procedure.

Procedure

Step 1

From the Management Portal navigation bar, choose Provisioning > Dial Plan.

The Dial Plan page appears. This page displays a list of existing dial plans.

Step 2

Click + New Dial Plan.

Step 3

Configure the settings as described in the following table, and then click Save:

Setting

Description

Name

Enter a name for the Dial Plan. You can assign one or more dial plans to an agent when you create or edit the agent's profile, and when you configure Agent DN validation.

Regular Expression

Enter a regular expression. The regular expression comprises the valid syntax for dial numbers (DN) the agent enters in the Desktop environment. Each dial plan requires a regular expression.

You can assign a dial plan to validate the DN an agent enters in the Enter number to call field of the Agent Desktop dial pad or the DN an agent uses to sign in to the Desktop through the Station Credentials pop-up window.

For examples of the regular expressions of the default dial plans, see the following sections. Use the examples shown in these sections to formulate regular expressions for the dial plans you create.

Prefix

(Optional) Enter a prefix that the system automatically adds to the phone number that the agent enters. For example, enter the digit 1 for long-distance calls within the United States.

The system adds a prefix only if the agent does not add it when entering a DN in the Desktop environment.

Stripped Character

Enter the characters that the system removes from the DN that an agent enters in the Desktop environment.

The system automatically removes the following characters from the number that an agent enters: left and right parentheses, space, and hyphen.