The Dial plan and its components – FONZER | Helpdesk

The Dial plan is the route that an incoming call follows. You can build a dial plan or a route entirely according to your requirements using the available Dial plan components.

This document teaches you how to create or modify a new dial plan and provides an overview of all routing options. The components that you can place in the dial plan without further configuration are discussed here immediately. For the options that still require underlying actions or preliminary settings, we refer you to the individual manuals for more detailed information. You can find the links to these manuals under 1.2 Definition of the dial plan with the dial plan components.

We provide tips or scenarios that may be interesting for your environment. You will also find practical applications in the individual manuals.

Contents

1. Creating or modifying a dial plan

1.1 How to create a new dial plan

1.2 Definition of the dial plan with the dial plan components

1. Creating or modifying a dial plan

1.1 How to create a new dial plan

Log on to the Telephone Exchange as [ADMIN].
Go to [Dial Plans] in the menu on the left and select [Call rules] from the Dial plan menu.
You see the dial plans that have already been created.
To add a dial plan, click on [Add] and fill in the screen:

Name and colour of the call route:
Give the call route a clearly recognisable name and colour for the tile from which you can immediately see which route an incoming call is taking.

External number: link your telephone or fax number to your dial plan here.

Internal number: with this code (e.g. last 4 digits of the tel. number) you can refer to and call from other dial plans.

You can also add a nice image for extra recognition.

1.2 Definition of the dial plan with the dial plan components

In the following, we will go through the available options or components with which you can define the routing of the incoming call.

A number of components can be added immediately by ‘drag & drop’ or by dragging the component to the correct location or placement frame in the dial plan. You will find an explanation of their function below.

Some other options require some preliminary settings or the addition of underlying actions. Please refer to the individual manuals for all necessary information. Please click on the added links.

See manuals Fax & Fax - for the end user

See manual: IVR - interactive voice response

You can TRANSFER an incoming call to a general number to another fixed or mobile number immediately or at a chosen moment in the call route.

See manual: Time conditions

A CONDITION can ensure that certain incoming

telephone numbers are immediately rerouted to another route.

A HUNTGROUP includes a number of users/devices or bundled users from your company who will be contacted together or in phases.

See manual: Flow Control: switch actions on or off with a single click

Play a SOUND or MESSAGE to welcome the caller or announce a Flow control or an action.

See manual: Queue

A PREFIX allows you to see on the display via which route or choice the caller comes in.

See manual: Mailbox-Voicemail

EMAIL: This option makes sure that you receive an e-mail with the details of the incoming call you missed. Without voicemail, you then have all the details you need to call back your contact.

If you want to ensure that your phone line does not remain open unnecessarily, you can add this HANG UP component after certain actions or at the end of your dial plan. The line will then be disconnected.

This option gives you the possibility to transfer an incoming call to an internal or external number. Drag and drop this component to the dial plan placement frame e.g. as an underlying action of a time condition, after a condition, after a ringing (hunt) group when it cannot answer in time.
Complete the following details:

Transfer to: You can choose from a list of internal numbers/users, dial plans or add an external fixed or mobile number.

Follow personal dial plan of this user:
Each user can define his own personal dial plan. You can thus choose to deviate from the original route after the transfer and follow the settings of this user from then on. In case of an external number or dial plan this option is not available.

Timeout (Ring time) in seconds: You define the ring time or how long the number is called before the incoming call is sent to the next action in the route. If the call continues to follow the personal route or another dial plan, this cannot be changed.

Caller ID: You choose whether to show the caller's number on the display of the user to whom you are transferring or to show the number of the calling plan. This cannot be changed for an internal transfer or to a dial plan, in which case the caller's number is shown anyway.

Label: What you enter here is shown as a recognisable title of your component in the dial plan. It is placed before the name and internal number of the user or station to whom you are transferring.

You can exclude incoming calls or immediately forward them to a custom destination. E.g. all calls with initial digits 33 (France) are automatically forwarded to the French-speaking employees.
Drag this component to its desired location in the route and fill in the following data:

Variable: this is set Caller ID by default, no other option available.

Condition: You can choose from many options such as: is (not) equal to, begins (not) with, contains (not), ends (not) at, etc..

Condition value: In this box you can enter one or more series of digits separated by a comma and a space.

An incoming call can be routed to a group of users or different devices with a ringing sequence of your choice. It is not possible to switch to the personal dial plan.

Drag the component to the right place in the dial plan and choose next data:

Choose a user or number from the list of internal numbers or enter an external number manually. Fixed or mobile is possible.

Ringing order: simultaneously, 1 by 1 in the order of how they were added, always 1 more or alternately (proportionally to number).
Timeout (Ring time) in seconds: You define the ring time or how long the number is called before the incoming call is sent to the next action in the route.

Log on to the Telephone Exchange as [ADMIN].
Go to [Users] in the menu on the left and select [Groups] from the top menu.
You can see all the Groups that have already been created.
Via the [Add] button you create a new group. You then choose the name of the group + a colour for the block in the overview and a Call pickup short code starting with *8 to answer a call for this group. You choose the members of the group from the list on the left. The added members can be removed by clicking on the cross and/or the tick next to the name.
Existing groups can be edited or deleted via the 3 dots at the top right of the group's title bar. After deleting, you must confirm:
You can also use this to bulk edit the functions and rights of assigned agents.

With this component you can add a ringtone, music or spoken text in mp3 format to your call plan wherever you want: at the beginning, after Call Forwarding or Call Group, before a queue (can also be in the queue itself) or in a selection menu to welcome and indicate the choice options.

You can ask the caller to wait or tell them that a member of staff will answer their call as soon as possible.

Choose a sound or announcement: If you already have some, you can choose them from the list.

Upload sound file: You can upload a new file this way or play, download or delete an existing one.

You can enter a code, name or number that will precede the tel. no. of the incoming call in the display.

This component can be very valuable in the following situations:

You can be reached on several numbers, but you receive them on the same device.
Suppose you have a business and a private number. In the dial plan of your business number you add a Prefix [COMPANY: ] or [COMPANY_ ] and in the dial plan of your private number you add the Prefix [PRIVATE: ]. Following the Prefix component you add in both dial plans a Transfer component to the same extension. When you receive a call on that extension, you can see on the display the number through which the call is coming in.
You use a selection menu that calls a number of different phones/agents at the same time.
- You can put a prefix to each language selection so that the agents can see on the display in which language they should answer
- You can put a prefix in the option of the department the caller took: e.g. [Sales: ], [Accounting: ], [Workshop: ].

Perhaps the simplest application, but very useful when you place it at the end of your dial plan, for example, in case the recipient or the agents were unreachable and so get a notification with the details of the incoming call. If you do not use a voicemail, you still have all the information you need to contact your missed call.