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Introduction

DID & DISA

DID and DISA services enable the caller to reach PBX users directly by dialing their extension numbers. They are configured in Dialplan procedure. Consult Dialplan applications Admin Guide for detailed information on each Dialplan application.

Example of DID (Direct Inward Dial) The most common scenario is allowing an external caller to dial an extension during an execution of an IVR, e.g. "Press 1, if you know the extension, press 2 to speak with a Sales representative, press 3 to speak with Tech support". To do it, you can use DID (Direct Inward Dialing) and DISA (Direct Inward System Access) services. Below we explain how to use both services and provide examples.

First of all, you don't need to set up an IVR tree to configure this scenario, it is easy to do it directly in the Dialplan. In this article we will explain both scenarios: how to set up a basic IVR directly in Dialplan to allow callers to dial an extension, and, if you prefer, how to set up a separate IVR tree and allow callers to dial an extension from it.

DID and DISA

Example of DID configuration:

First 8 digits are removed from the called number. Depending on the last two digits of the called number (1XX) incoming call is routed to the extension, examples:

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• • In case caller entered extension number, call is routed to the corresponding user

Option 1: Basic

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IVR inside Dialplan with possibility to dial an extension

As mentioned above, you can configure a basic IVR via Dialplan procedure (in the Dialplan and allow callers to dial an extension from it. You can do it using DISA service. And there is no need to create an IVR tree )in WMS → Dialplan → IVR.

DISA

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configuration 

• Go to WMS -> Dialplan and create a new Dialplan procedure
• Add the following Dialplan applications:

Dialplan configuration example:

default - a called number to be dialed by a customer. Associate it with a It is associated with the Dialplan procedure used for receiving incoming calls (main; so at some step of the main Dialplan execution, there is a "Jump to" to this context with "default" called number). 

• Play sound and wait for digits -> select an audio file/ generate it dynamically via TTS (consult Wildix Business Intelligence documentation), for example: "Press 1 for Sales, 2 for Support or enter the extension number you wish to call"

• Wait for digits -> specify the timeout in seconds to give more time to the customer for entering the extension

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• Dial the phone -> the application allows entering an extension number if the customer knows it
• Play sound -> this step is completed if the customer enters an invalid extension. Select an audio file/ generate it dynamically via TTS to announce the entered extension is invalid, for example: "The extension you entered is not valid"
• Jump to if congested/ busy -> in case the dialed extension number is not valid, the call is routed to default step of the current Dialplan procedure
• Jump to -> if the customer enters a valid extension, but a user is busy/ unavailable, the call is routed to default step of the current Dialplan procedure

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Option 2: IVR tree with possibility to exit and dial an extension 

In case you already have would like to configure an IVR tree in WMS Dialplan → IVR, you can create a separate Dialplan procedure that allows customers callers to exit form the IVR tree and dial extension numbers. This can be done either with DID or with DISA service. Both scenarios are explained below. If you don't know yet how to create an IVR tree, first read WMS Start Guide: Create an IVR tree.

DID configuration

Add a new submenu and an action to you IVR tree, for example, "If you know the extension number of a user, press 1". 

After the customer presses 1, the call is routed to another Dialplan procedure, IVR1, with a called number 9999. The Dialplan procedure allows the customer to enter extension numbers.

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• Go to WMS -> Dialplan and create a dedicated Dialplan procedure 
• Add the following Dialplan applications: 

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9999 - a called number to route a call Here is an example which is valid for dialing extensions consisting of three digits and starting with 1 (e.g. 100, 101, 112, etc). We have created an IVR tree, where by pressing DTMF 2, caller can speak with Sales, by pressing 3 - with Tech support, otherwise, caller can enter an extension number to speak with PBX user. 

This is what our IVR looks like:

The first node of our IVR tree is a submenu, inviting callers to make their choice: "Press 2 to speak with Sales, 3 to speak with Tech support, or enter an extension number". Note with DTMF 1 is an "Action" which routes the caller to the Dialplan procedure IVR1 with called number 9999.

9999 - called number with which the call is routed from the IVR tree to the current Dialplan procedure

• Wait for digits -> specify the timeout in seconds to give more time to the customer for entering the extension> the timeout is short because caller has already started to enter an extension number during IVR execution (caller has already entered 1 before arriving here, so at this point the system expects the remaining two digits)
• Call group -> in case the timeout is has been reached and no number is was entered, the call is forwarded to a call group

XX - a called number to match with a dialed extension (for extensions consisting of three digits)

• Dial the phone -> if a customer dials 12, the system matches "1" which is a prepended digit with a dialed "12" and route the call to the extension number "112"

  NoteNote: in case extension numbers start from "2", "3" etc, you need to create exactly the same Dialplan procedures, but add "2", "3" etc. in "prepend digits" field

  as mentioned above, caller has already entered the 1 during IVR execution, so at this point we expect the caller to enter the remaining two digits; we prepend 1 to the called number, like that if the caller enters 00, the call is routed to user 100, if the caller enters 12, the call is routed to user 112, etc.

  Note

  As mentioned above, this configuration is valid to dial extensions starting from 1, because callers enter 1 during IVR execution and then they enter the remaining digits when they arrive at this Dialplan. To allow entering extensions starting from 2 or 3, you can add nodes with DTMF 2 and 3 to the IVR and create separate Dialplan procedures for each IVR node, where you respectively prepend the digit 2 or the digit 3 to the called number XX. But in this case it is easier to use DISA as explained in the next chapter.

  
  

• Jump to if congested/ busy ->  this step is completed added to make sure caller can speak with somebody in case the dialed extension is invaliduser is not available/busy. The call is routed to reception to reception step of the current Dialplan procedure

reception - specify the destination number to route the call in case the customer enters the invalid extension number

• Call group -> select a call group to which the call is routed in case the

  entered extension is not valid

DISA configuration

In case you have a wide range of extension numbers or don't want to create separate Dialplan procedures to match all the extension numbers, you can configure DISA which is quite similar to the previous DID configuration.

Add the following Dialplan applications:

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• dialed user is not available.

At this point we have allowed callers to exit IVR and dial an extension. Now let's go back to our IVR tree and make sure they can make other choices from IVR, e.g. speak to a call group: node with DTMF 2 is an "Action" routing the caller to the Dialplan procedure IVR1 with called number 3333. Node with DTMF 3 is an "Action" routing the caller to the same Dialplan procedure with called number 4444.

  Add called numbers 3333 and 4444 to the same Dialplan procedure to allow routing caller to call groups:

DISA configuration

With DISA you are much more flexible, since callers are able to dial extensions of any length and starting from any digit. 

The IVR tree in this case only has the same structure as in the previous chapter:

The first node is a submenu containing a greeting, e.g. "Press 1, if you know the extension, press 2 to speak to the Sales department, press 3 to speak to the Tech support". The node with DTMF 1 routes the call to Dialplan IVR1 with called number 9999.

The nodes with DTMF 2 and DTMF 3 route the call to the same Dialplan IVR1 with called numbers 3333 and 4444, respectively.

Here is the Dialplan configuration:

9999 - a called number to route a call from the IVR tree to the current Dialplan procedure

• Play sound and wait for digits -> invite caller to enter an extension 
• Wait for digits -> specify the timeout in seconds to give more time to the customer for entering the extension
• Call group -> in case the timeout is reached and no number is entered, the call is forwarded to a call group

X. - a called number to be matched with the dialed extension

• Dial the phone -> the application allows entering an extension number if the customer knows it
• Jump to -> in case the dialed extension number is not valid, the call is routed to reception step of the current Dialplan procedure

reception - specify the destination number to route the call in case the customer enters the invalid extension number

• Play sound -> select an audio file/ generate it dynamically via TTS to announce the customer that the entered extension is invalid, for example: "The extension you entered is not valid"
• Call group -> select a call group to which the call is routed in case the entered extension is not valid

3333 and 4444 - route calls to Sales and Tech call groups respectively, in case caller enters DTMF 2 and 3 from IVR tree.

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