Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual

terminated at the PBX or ACD for different outbound call types. A customer might choose MCI
as the long distance carrier while AT&T is the international carrier, and Bell Atlantic is the
local carrier. The dial plan configuration is used to determine which carrier to use based on the
patterns defined within the dial plan.

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 a Unified ICM routing script

•

Set up basic dialing substitutions

Using the Dialed Number Plan to Ensure Cisco Unified Intelligent Contact Management 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 the system 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 the
system 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

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)