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Introduction

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Example of DISA configuration:

• Called number default:

• • The message is played inviting the caller to enter the extension number
  • The system waits for digits for 5 seconds
  • In case of no input within the specified timeout, call is routed to call group

• Called number XXX:

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

Basic Dialplan configuration

You can configure a basic IVR via Dialplan procedure (there is no need to create an IVR tree) and allow customers to enter extension numbers.

DISA configuration

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

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In case you already have an IVR tree (consult ) , you can implement the functionality by creating create a separate Dialplan procedure that manages call allows customers to exit form the IVR tree and dial extension numbers.

DID configuration

You can use DID service to reach. For 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  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.

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

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• 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

Exit from the IVR to a dedicated dialplan, IVR1 in this case with match 9999 and wait for more digits (1 second is enough): if user digits 18 the good match XX will dial the phone 118 (1 of IVR and 18 of port selection), if user does not add any digit the call will go to the tech groupXX - a called number to match with a dialed extension

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

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

  
  

• Jump to if congested/ busy ->  this step is completed in case the dialed extension is invalid. The call is routed to reception step of the current Dialplan procedure

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