Dial Plan
Contents
What can I do here?
Manage the dial plan for incoming calls on a number. Here you indicate what should happen when your number is called. You can easily add or remove steps. The dial plan has a display mode and an edit mode. If you want to modify the dial plan, click on edit dial plan. In this view, you can make changes and they will only become active when you click save. If you have made a mistake and want to return to the original dial plan, click on cancel. You can choose to create a dial plan extension or a dial plan.
Example dial plan
Fields
Click on add dial plan to create a dial plan. Then enter the phone number for which you want to create a dial plan. Do this in the format Country code, Region (without leading 0), and Number. The Dutch number becomes +3150.... At the top are also suggestions for phone numbers from which you can make a selection. Click on Save & go to dial plan to create the dial plan.
Here you can add various steps. First select the module you want to set up, such as opening hours, choice menu, or Call group. Then select the right type of module that you have created earlier. If a User, VoIP account, or Call group is set, you can also set the ring time. Then click on Confirm. Once everything is properly set up, click on save and the phone number is reachable.
Dial plan templates / extensions creation
What are dial plan extensions?
Dial plan extensions are dial plans without being linked to a phone number yet. This is very useful when you need to create multiple or longer dial plans in the case of extensive dial plans. Additionally, you can easily switch between different dial plans. The rest of the system is exactly the same as creating a Dial plan. Note: When a phone number in a dial plan is routed to an extension, the call statistics are not tracked, but are filtered out. This can give a distorted picture.
Fields
In the first field, enter a three-digit number. Make sure this number is not the same as the number sequence of another category. For example, choose to give all dial plan extensions numbers in the 800 range. In the description field, you can indicate: Standard dial plan for Company name. Under 'Copy dial plan from' you can choose to immediately adopt a dial plan from an existing dial plan that is linked to a number.
Usage
Use the created Dial plan extension by going to Dial plan in the dashboard and choosing the created Dial plan extension in a step.
Special functionality
Phases
A special aspect of adding a Dial plan is that it happens in phases. In step 1 you select the number, in step 2 you indicate how the route of an incoming call will proceed.
Wildcards
You can use wildcards. You use this if, for example, you want to create the same dial plan for 10 numbers. The wildcard is an x. Example: 050-123456x ensures that the number block 050-1234560 to 050-1234569 has the same dial plan.
If you want to make an exception, you can just add it separately. Individual dial plans of numbers override larger dial plans. The smallest block (which can also be 1) is always leading for the dial plan.
Tips
Temporary redirect
It is possible to temporarily route all dial plans to a voicemail. This can be useful if the customer does not want to or cannot be reached by phone. The temporary redirect can be set in the customer's dashboard and in the Vialer App. Also check out Temporary_redirect
Call time
The maximum waiting time before a caller terminates the connection is generally less than 30 seconds. Take this into account when setting up the dial plan. Ensure that it consists of a maximum of 3 steps.
Holidays and Opening hours
To incorporate holidays in the dial plan, you need to use the module opening hours. Our advice is to use two time groups for opening hours: one time group for holidays and the other time group for determining opening hours. We recommend always configuring the time groups for opening hours first in the dial plan and then proceeding.
Fixed/Mobile
Switching to an external location has a setup time. To mobile, this is about 5 seconds and to a fixed number about 2 seconds. Take this into account in the Dial plan.
Usage of notifications
If you want a user to wait longer, make use of notification.
VoIP accounts and trunks
If a VoIP trunk is not reachable, or a VoIP account is not reachable or set to DnD (Do Not Disturb), it automatically forwards to the next step. When the account is in a Call group, the other devices will continue to ring.