Creating Dialed Numbers

The order of the entries in the dialed number mapping table reflects the order in which call types are processed for the dialed number.

In addition to creating dialed numbers one at a time, you can also bulk load dialed number records previously output to a CSV (comma separated values) file. For more information see About Bulk Upload.

To create a dialed number:

  1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create the dialed number.

  2. In the Folder Tree panel, click Resource, and then click Dialed Number.

  3. Enter unique name of up to 32 characters for the dialed number. This must consist of alphanumeric characters, periods, and underscores only.

  4. For wild card dialed numbers, follow the pattern below:

    • 7xx

  5. Complete the remaining fields as described in Dialed Number Fields section.

  6. Click Add to specify the call types and other dialing information to be associated with this dialed number.

  7. Click Save.

Dialed Number Fields

This table shows the tabs and fields available for dialed numbers.

The Self Care tab is only shown for existing resources. It is not shown when the resource is first created.

 

Field

Description

Entry

Default

Required

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

Null

Yes

Description

A description of the record.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree.

Yes

Dialed Number

For voice MRD only, the string value by which the Agent/IVR Controller identifies this Dialed Number. This must be the value the Agent/IVR Controller uses for calls to this number. For example: 8005551212.

Up to 32 characters.

Null

Yes

Permit Application Routing

Indicates whether Application Routing is allowed.

Check box

Disabled

No

Routing Client

The routing client (such as NIC or PG) that this number should use to submit routing requests to the Unified CCE.

Drop-down list.

Note: Cannot be edited after dialed number has been created.

First in list

Yes

Media Routing Domain

A description of how contact is made.

Select from a drop-down list.

Note: Cannot be edited after dialed number has been created.

Cisco_Voice

Yes

Agent Desktops Tab

Agent Desktops

The Agent Desktops associated with this Dialed Number.

Select from lower list of available agent desktops and click Add to associate the checked agent desktops with this dialed number. To remove an agent desktop association from this dialed number, select from upper list and click Remove.

Null

No

Agent Teams Tab

Agent Teams

The Agent Teams associated with this Dialed Number.

Select from lower list of available agent teams and click Add to associate the checked agent teams with this dialed number. To remove an agent team association from this dialed number, select from upper list and click Remove.

Null

No

Labels Tab

Labels

The Labels associated with this Dialed Number.

Select from lower list of available labels and click Add to associate the checked labels with this dialed number. To remove a label association from this dialed number, select from upper list and click Remove.

Null

No

Call Types Tab

Call Types

The Call Types associated with this Dialed Number. These specify onward routing for certain calls. The call types are listed in priority order.

Either click:

  • Add to add a details for a new call type

or select an existing call type from list and click:

  • Edit to edit existing call type details

  • Remove to delete existing call type details

The Call Type dialog box is displayed.

Note: You can select a call type from the list then click Up Arrow ( ) to move the call type up the priority list or click Down Arrow ( ) to move the call type down the priority list.

Null

No

Call Types Tab > Call Type Dialog Box

Call Type

The call type for this call type routing.

Select from list.

First in list

Yes

Calling Line ID

The calling line identification (CLID) to associate with this call type and routing.

Select one of the options.

  • All: route all calls

  • Region: route all calls from specified region

  • Prefix: route all calls where number starts with this prefix

  • Match: route calls from this number only

All

Yes

Caller Entered Digits

The caller entered digits (CED) to associate with this call type and routing.

Select one of the options.

  • All: route all calls regardless of CED

  • None: route calls with no CED.

  • CED: route calls with this CED only.

If you choose None, you can also optionally check one or both of:

  • None Required: caller wasn’t asked for any CED

  • None Entered: caller was asked for CED but didn’t respond

All

Yes

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

Auto-generated from the name.

Yes

Department

(Only shown for organization that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which the dialed number will be active within the system.

Select date from calendar.

Current Date

Yes

Active To Date

The date after which the dialed number will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Self Care Tab

Self Care Enabled

Indicates whether self care is available for this dialed number.

Check box to enable self care.

Cleared

No

Add Label

Self-care label mapping

Start typing the name of a label (see labels tab) to see a list of matching labels. Select from list and click Add.

Null

No

Call Routing Mechanism

The mechanism used for call routing. One of:

Maximum Active Calls

Weighting

Select from list.

Maximum Active Calls

Yes

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined.
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