Cisco Cisco IPCC Web Option Maintenance Manual
number provided by an agent matches the wildcard pattern of the Dialed Number Plan entry,
the configured Dial String is sent in place of the agent supplied string.
the configured Dial String is sent in place of the agent supplied string.
Wildcard characters can be combined with this feature to allow Alpha prefixes to be added to
numbers to identify the location of the number. Examples are shown the following table:
numbers to identify the location of the number. Examples are shown the following table:
Resultant Dial String
DialedNumberPlan Dial String
Agent Dialed Number
919782755100
919782755100
SALES
9782755133
9782755133
BOS5133
5133
5133
FL14Office1433
Dial Number Type Plan
The Dial Number Type Plan lets you specify the type of call that will be placed. These include:
Description
Dialed Number Plan
Allows agents to place calls classified as inernational calls.
International
Allows agents to place calls classified as national long distance
calls.
calls.
National
Allows agents to place calls classified as national local calls.
Local
Allows agents to place calls classified as operator assisted calls.
Operator Assisted
Allows agents to place calls to agents on the same peripheral.
PBX
The options for this field map exactly to the options on the Agent Desk Settings List window.
ICM software checks the Agent Desk Settings for the agent placing the outbound call. Agent
Desk Settings define which types of calls agents can and cannot make. If the Agent Desk Settings
for an agent prevent him or her from placing a particular type of call (for instance, international),
the call will not be placed.
ICM software checks the Agent Desk Settings for the agent placing the outbound call. Agent
Desk Settings define which types of calls agents can and cannot make. If the Agent Desk Settings
for an agent prevent him or her from placing a particular type of call (for instance, international),
the call will not be placed.
How to Configure the Dialed Number Plan
How to Use the Dialed Number Plan to Ensure ICM Routing of Agent Calls
Follow these steps to configure a Dialed Number Plan entry to route an agent call through ICM
software.
software.
Purpose
Action
Step
Ensures agent-initiated calls are routed appropriately
by ICM software.
by ICM software.
Create a routing script to handle each type of
agent-initiated call using the ICM Script Editor.
agent-initiated call using the ICM Script Editor.
1
The script can target agent, services, or skill groups
using ICM script nodes. Once a target is chosen, the
associated label is sent back to the requesting
peripheral. The label value will be substituted for the
using ICM script nodes. Once a target is chosen, the
associated label is sent back to the requesting
peripheral. The label value will be substituted for the
IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)
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Chapter 7: The Dialed Number Plan
How to Configure the Dialed Number Plan