Cisco Cisco IPCC Web Option Maintenance Manual

Note: Do not confuse the Dialed Number Plan Bulk Insert tool with the Dialed Number Bulk
Insert tool.

You use the Dialed Number Plan to:

•

Ensure agent-initiated calls are routed by an ICM routing script

•

Set up basic dialing substitutions

Using the Dialed Number Plan to Ensure ICM Routing of Agent Calls

The most common and powerful use of the Dialed Number Plan is to ensure that agent-initiated
calls are routed through ICM software. In this case, you must specify that you want to request
a PostRoute for the call and specify a dialed number associated with a routing script designed
to handle the type of agent call.

Use this method of configuring the Dialed Number Plan for:

•

Agent-to-agent transfers

•

Agent-to-agent calling

•

Agent-initiated outbound calls

Using the Dialed Number Plan to Set Up Basic Dialing Substitutions

You can also use the Dialed Number Plan to specify basic dialing substitutions. In this scenario,
you identify a wildcard pattern to match the number dialed by an agent. However, you do not
request a Post Route and the call is not matched to a Dialed Number, and thus not routed by
ICM software. Instead, you enter the string you want to be dialed in the Dial String field. That
string is used to place the agent’s call.

Using the Dialed Number Plan in this way is most useful for setting up such things as:

•

Speed Dial

•

Using alphanumeric characters to dial from a soft phone

About Dialed Number Plan Values

Each field on the Dialed Number Plan dialog box is defined in the ICM Configuration Manager
online help. This section provides additional information about these fields and how you can
use them to set up agent dialing for your contact center.

The window below illustrates a Dialed Number Plan entry that specifies ICM routing for the
agent call:

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)