Setting up the dialing rules

The dialing rules depend on the country and location of your Communication Manager. The dialing rules help the system to distinguish extensions from trunk calls, based on the length of the dialing string. It ensures that the system uses the right Automatic Route Selection (ARS) code, and if needed, modifies the digits in keeping with Communication Manager and the PSTN requirements.

Avaya one-X Agent 2.5 supports authorization and carrier code, which is mandatory in some countries. It is an optional feature used to prevent access to expensive telephony resources, often international calling, by unauthorized users. An administrator or an Avaya one-X Agent user can enter an authorization code in a user profile, and the types of telephone calls that require this authorization. Avaya one-X Agent then automatically appends the authorization code as required so the user does not have to enter it each time a call is made.

TipTip

For traveling agents visiting a different location and needing to register with a different Communication Manager, Avaya recommends defining a user profile with appropriate dialing rules for that location and using a login with the corresponding profile so that the dialing rules for the system do not change.

NoteNote

You must change the dialing rules each time you register the telephone settings with a different Communication Manager.

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  1. On the top bar, click System Options > System Settings.
  2. In the System Settings dialog box, click Dialing Rules.

    The application displays the Dialing Rules panel with Basic and Advanced tabs.

  3. In the Basic tab:
    1. In the Number to dial to access outside line field, specify the number to access an outside line. In North America, this is set to 9. In Europe, it is set to 0. For example, if you are in North America, you must enter the number as 9 to access the outside line.
    2. In the Your Country Code field, specify the country code of your Communication Manager. For example, type 1 for North America, 44 for Great Britain, 61 for Australia.
    3. In the Local Calling Area Code field, type the area or city code of Communication Manager. For example, type 785.

      In regions where multiple local calling area codes are supported, enter them as a comma-separated list. For example, 305,720. If you can make local calls to both these area codes.

    4. In the Number to dial for long distance calls field, enter the national long distance prefix, for example, in North America, type 1.
    5. In the Number to dial for international calls field, type the international prefix, for example, in North America, type 011.
    6. In the Extension Length for internal extension calls field, type the length of the internal extension calls. For example, if your internal extensions consist of five digits, enter 5. If you specify the multiple extension lengths, Avaya one-X Agent performs the exact matches.

      When you assign the length of the internal extension number, Avaya one-X Agent treats the dialed number consisting of the selected number of digits as an internal extension.

      Communication Manager may have multiple length extension numbers, for example, if your company supports internal three-digit, five-digit, and seven-digit extensions, type 3,5,7. You must use a comma to separate the values.

    7. In the Length of national phone numbers (including City/Area code) field, type the length of length of national long distance number, for example, for North America, type 10.

      If you are accessing the Communication Manager, where the region supports variable national phone numbers, specify the length of the valid telephone numbers as a comma separated list. For example, if the region supports both telephone numbers with 10 digit and 11 digit telephone numbers, type values as 10,11.

    8. Select Include area/city code when making a local call, if area code must be prefix to a number when making a local call. For example, if you dial a telephone number, the system prefixes the area code number defined in the Your Area/City Code field and dials the telephone number.
    9. Select Add long distance prefix on local calls, if you want the system to add a long distance code before local calls. For example, if you dial a local telephone number, the system prefixes a long distance code number defined in the Number to dial for long distance calls field, and dials the local telephone number.
    10. Select Display confirmation window before dialing a number, for confirmation before dialing.
    11. In the Time Period of Pause (Comma) in dialing (in seconds) field, specify the period for each comma character in the dialing field before dialing the next digit. By default, this field is set to 2 seconds. You can specify the any value between 1 to 10 seconds.
  4. To define authorization code, click the Advanced tab and perform the following steps:
    1. Select the Enable Authorization code option to enable the authorization code. These are administered in Communication Manager.
    2. In the Authorization Code field, specify an authorization code number.
    3. To make external calls using the authorization code, select one or all of the following options, as appropriate:

      • To make local calls using authorization code, select On local calls.

      • To make national long distance calls using authorization code, select On national long distance calls.

      • To make international calls using authorization code, select On international long distance calls.

  5. Click OK to save the settings.
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Example

Related information
Dialing Rules field descriptions
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