You can manage how your incoming and outgoing calls will be routed with dial plan definitions. With dial plans, you can transfer your incoming calls to an IVR menu, queue, external/internal number; make your local outgoing calls from Line A and international outgoing calls from Line B. Infoset allows you to define flexible calling rules and create even the most complex cloud call center systems in a short time.

To create a dial plan:

  1. Go to Settings > Call Center Settings
  2. Select the Dial Plans menu from the left and click Add New
  3. After making the settings on the screen as described below, click Save

Name: A name that allows you to recognize this dial plan on the system.
Rule Type: Which type of calls will use this dial plan, Incoming or Outgoing.
Source / Destination Virtual Number: For incoming call rules, calls from the Source are forwarded to the Destination. For outgoing call rules, calls originated from the Source are made over the Destination number.
For example:

  • In an incoming dial plan, you can enter the virtual number of your service provider (e.g. 7000) in Source Virtual Number and have your incoming calls to that phone forwarded to the IVR menu, call center etc. in Destination Virtual Number. (These virtual numbers are the numbers you set while creating IVR menus, queues, etc. on the system.)
  • In an outgoing dial plan, you can enter xxxxxxx ("x" means any digit) in Source Virtual Number, enter the virtual number of your service provider (eg 7000) in Destination Virtual Number, and make all calls initiated by your extensions with virtual numbers between 1000-1999 to be made on your 7000 virtual phone line.

The "x" character in Source and Destination numbers means "any number". If you wish, you can specify a number range with - (hyphen) in these fields, e.g. by entering 1000-1500 in the source number section, you can create a dial plan for your extensions between 1000 and 1500.

Dial plan codes in outbound rules according to dial plan standards:

  • Number definition must start with "(" and end with ")".
  • Multiple definitions must be separated by "|".
  • "0..9, #, *" means direct dialing.
  • "x" can be any number between 0..9.
  • It is used to change the final number that is dialed.
    Example dial plan "(<1:> xxxxxxxxxx | <8:77> xxxx)":
    "Remove 1 at the beginning of a number that starts with 1 and finally dial the remaining 10 digits"
    "Replace 8 with 77 at the beginning of a number that starts with 8 and finally dial 77xxxx".

DID Number: In the incoming dial plans, which number is receiving the call, eg. 15554443322.
Working Hours: During which hours this dial plan will be active. You can choose system working hours, system out of hours, or any custom working hours you want.

Are you stuck at some point? You can always reach us via live chat or at [email protected], we'll help you with the setup.