This Article describes how to allow customers to dial extension numbers when they reach your company via IVR. This functionality can be implemented by configuring Dialplan procedure using DID and DISA services.


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This Article describes how to allow customers to dial extension numbers when they reach your company via IVR. This functionality can be implemented by configuring Dialplan procedure using DID and DISA services.

Created: October 2018

Permalink: https://confluence.wildix.com/x/qIHIAQ


Introduction

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, or, if you prefer, how to set up a separate IVR tree and allow callers to dial an extension from it.

The scope of this document is to provide you with practical examples of IVR and Dialplan configuration. You can customize these examples to match your specific needs.


More information on DID and DISA services

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:

Example of DISA configuration:


Option 1: Basic IVR inside Dialplan with possibility to dial an extension

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

DISA configuration 

Dialplan configuration example:

default - a called number to be dialed by a customer. 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). 

1 -  DTMF tone

2 - DTMF tone

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

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

In case you would like to configure an IVR tree in WMS Dialplan → IVR, you can create a separate Dialplan procedure that allows 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

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

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

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


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:


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

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

receptionspecify the destination number to route the call in case the customer enters the invalid extension number

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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