Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
The Dialed Number Plan
Note: The Dialed Number Plan is only applicable to the Voice media.
This chapter contains the following topics:
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About the Dialed Number Plan
The Dialed Number Plan allows you to manage and track agent-initiated calls.
The Dialed Number Plan only applies to calls initiated by the agent on their soft phone and not
on their hard phone. Calls made on the hard phone are not subject to the permission,
interpretation, translation, posting routing, and so on, specified in the Dialed Number Plan.
on their hard phone. Calls made on the hard phone are not subject to the permission,
interpretation, translation, posting routing, and so on, specified in the Dialed Number Plan.
Understanding the Dialed Number Plan
The Dialed Number Plan consists of a number of entries intended to accommodate the different
types of calls agents might make. Each entry contains a wildcard string that is used to match a
number that an agent might dial. Each digit of the string is processed until a matching dial plan
entry is found. When found, the selected trunk group or resource is used to complete the call.
types of calls agents might make. Each entry contains a wildcard string that is used to match a
number that an agent might dial. Each digit of the string is processed until a matching dial plan
entry is found. When found, the selected trunk group or resource is used to complete the call.
Each entry contains additional information indicating how to handle the calls matching that
wildcard string.
wildcard string.
For example, dialing a 9 to receive an outside line on a PBX or ACD is specified in the dial
plan. All patterns that reference network trunks might begin with a '9' digit. Subsequent digits
might be '1' for long distance patterns, '0' for operator assisted or international calls, '2' through
'9' to specify an area code. The dial plan allows a customer to have multiple phone carrier trunks
plan. All patterns that reference network trunks might begin with a '9' digit. Subsequent digits
might be '1' for long distance patterns, '0' for operator assisted or international calls, '2' through
'9' to specify an area code. The dial plan allows a customer to have multiple phone carrier trunks
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)
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Chapter 6