Dial Plans

If an agent is assigned a profile in which the Dial Plan setting is enabled, the agent can make outdial calls by entering valid text in the Start a new call field of the dialpad on the Agent Desktop. The system validates the text entered by the agent based on criteria specified in the Dial Settings section of the agent profile.

Note

In order for the dialpad to be enabled on the Agent Desktop, your service must be set up for Outdial.

Dial plans can also be used to validate the DN an agent uses to log in to the Agent Desktop, as specified in the Agent DN Validation Settings section of the agent profile.

Example:

When you add a dial plan, you must create a regular expression to specify the required format for the phone number entered in the Start a new call field on the Agent Desktop or to validate the DN an agent uses to log in. Optionally, you can also specify a prefix and stripped characters.

The system-supplied US dial plan accepts input text such as the following:

  • 18005551234


  • 1-800-555-1234


  • 1 (800) 555-1234


  • 18005551234,,,222

In the last example (18005551234,,,222), commas are inserted before an extension number to indicate pauses.

The system performs the following steps to determine the validity of text the agent enters in the Start a new call field:

  1. Strip the characters specified in the dial plan’s Stripped Characters field from the input text. In the system-supplied US and Any Format dial plans, the specified characters are left parenthesis, right parenthesis, space, and hyphen.

  2. Validate the resulting text according the specified regular expression. If the text passes this test, it is deemed valid.

  3. If the text is not deemed valid, concatenate the text specified in the Prefix field. In the US dial plan, the specified prefix is the number 1.

  4. Validate the resulting text according to the defined regular expression again.