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Voice Interactions

Workspace employs the following privileges for all voice interactions:

  • Release Call
  • Hold Call
  • Resume Call
  • Mark done
  • Set Disposition
  • Send DTMF

Workspace also enables privileges for outbound interactions:

  • Can Make Call

You use the following options in the interaction-workspace section to configure voice interactions:

Dial Plan: Prefix Management

The Dial Plan feature enables you to define the rules that Workspace applies to the dialed digits. The rules enable Workspace to transform the digits that it receives into the actual digits that are used to make the call.

Workspace receives digits from chat and SMS interactions when an agent uses the click-to-dial feature.

The Dial Plan Call Flow feature is applied to the following events:

  • TMakeCall
  • TInitiateTransfer
  • TInitiateConference
  • TSingleStepTransfer
  • TMuteTransfer
  • TSingleStepConference
  • TSingleStepConference

Pattern Matching

The table Dial plan pattern matching values provides the list of special characters that you can use to define dialed number patterns to be matched.

Dial plan pattern matching values
Special Character Pattern Matching
X Matches any single digit from 0-9.
Z Matches any single digit from 1-9.
N Matches any single digit from 2-9.
[...] Matches any one of the digits that are found in the square brackets. For example, using the special characters [12345], Workspace can match any of the digits: 1, 2, 3, 4, or 5.
[a-b] The hyphen inside square brackets acts as a range indicator. Matches any one digit that falls in a range of digits. For example, [125-8] matches any of the digits 1, 2, 5, 6, 7, 8.

The following are some examples of the use of special characters to match the patterns for dialed number Pattern Matching:

  • 9NXXXXXXXXX — Matches any 11-digit number that begins with 9, where the second digit is between 2 and 9.
  • 9[54]10XXXXXX — Matches any 11-digit number that begins with either 9510 or 9410.
  • [45]XXX — Matches any 4-digit number that begins with either 4 or 5.

Digit Translation

After the number to be dialed is matched to the pattern that is defined in the dial-plan rule, Workspace uses the digits parameter to determine which number to use to make the call. These digits can be any alphanumeric string. The string must be terminated with a semicolon. This parameter can also use the {DIGITS} variable, which provides flexibility in defining the digits to be dialed. {DIGITS} Variable: The digits variable in the dial-plan rule must take one of the following formats:

  • ${DIGITS}
  • ${DIGITS:x}
  • ${DIGITS:x:y}

Where:

  • DIGITS defines the actual digits dialed from the endpoint.
  • X defines the starting position of the variable, identified by the character position in the digit string. The value 0 represents the first character in the string (starting from the left). This value can be negative, which indicates a character position that starts from the right instead of left. For example, -1 indicates the right-most character. The default value is 0.
  • Y specifies the number of characters to be included, starting from the position that is defined by X. By default, all characters in the string are included.

For example, if the number 96501235678 is dialed, here are some examples of how the {DIGITS} translate:

  • ${DIGITS} translates to 96501235678.
  • ${DIGITS:1} translates to 6501235678.
  • ${DIGITS:-4:4} translates to 5678.
  • ${DIGITS:0:4} translates to 9650.

You must configure a Dial-Plan Rule in the dial-plan-rule-<name> option that uses the following format: pattern => digit translation \# comment For example:

  • 5XXX=>4351707${DIGITS} # This rule matches any 4-digit number starting with 5 and translates it to the number 43517075XXX
  • 5002=>43517075002 # This rule matches the dialed number 5002 and translates it to the number 43517075002
This page was last modified on January 3, 2014, at 08:40.

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