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.

Each entry contains additional information indicating how to handle the calls matching that 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 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

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

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

The wildcard pattern you enter can contain letters, digits, and number signs (#). It can also include the following wildcard characters.

The Routing Client field lets you specify the routing client for the agent call. In Unified CCE configurations, set this field to identify the Unified CM PG.

Use the Post Route field to specify whether this type of agent call will be sent to a routing script. If you set Post Route to Yes, you must also enter a Dialed Number that is associated with a routing script designed to handle the type of agent call.

Use the Dialed Number field if you have set the Post Route field to Yes, indicating that you want a Unified ICM routing script to handle this agent call.

Use the Dial String field only when you set the Post Route field to No, indicating that you want to use this entry for dialing substitutions. This field cannot be used when PostRoute is selected to send the call to a Unified ICM routing script.

The Dial String field can contain wildcard characters used to translate the dialed number string provided by the agent to the dial string that will be delivered to the switching platform. The following table describes the wildcard characters that might appear in the DialString field.

The following table provides examples of the translation of a DialedNumber string specified by an agent to a resultant DialString as defined by the DialString entry of the matching DialedNumberPlan entry.

You can configure Static Dial String translations to provide speed dial capabilities. Here, you enter the abbreviated string an agent dials in the wildcard pattern. You enter the actual target number in the Dial String of the entry.

When a dialed number (provided by an agent) matches the wildcard pattern of the Dialed Number Plan entry, the Dial String configured entry is sent in place of the agent supplied Dialed Number string.

The following table provides an example of a speed dial configuration.

You can use the Dialed Number Plan to allow agents to specify an alphanumeric string when dialing. For instance, an agent might dial SALES when calling the sales department rather than a numeric value that might be harder to remember.

To configure an alphanumeric substitution, configure the alphanumeric dial string as the wildcard pattern and the target number as the Dial String of the DialedNumberPlan entry. When a dialed 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.

You can combine wildcard characters 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.

The Dial Number Type Plan lets you specify the type of call that will be placed.

The options for this field map exactly with the options on the agent desk settings list window. The system software checks the agent desk settings for the agent placing the outbound call. agent desk settings define which types of calls agents are permitted to make. If the agent desk settings for an agent prevent them from placing a particular type of call (for instance, international), the call is not placed.