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What do the dial plan nodes do?

    Use the following dial plan nodes to customize the experience your customers have when calling your company and to reduce the number of phone numbers needed.
    Dial plans are based on routing rules. A node represents one rule or step in the routing process. All nodes are located in the library or left-navigation menu of the dial plan editor.
    Dial Plan Nodes Library
    You can learn more about each node from within the dial plan editor. Learn more about each node by:
    • hovering over it in the library for a quick description
    • selecting a node in the workspace to view a detailed description in the information card located on the right side of the workspace
    Jump to a section in this article:

    Standard Nodes

    Node Description
    Simple Dial Routes the caller to a direct extension (line) or ring group for the specified timeout period.

    This node allows you to choose the desired extension from a drop-down list. You also have the option to create a new direct extension number or ring group from the drop-down list. If the call is not answered, there is a Timeout field that allows you to customize the number of seconds before the call moves to the next connected node.

    Direct ext. & voicemail Routes the caller to a direct extension line where the user’s Find Me/Follow Me settings are followed. If the user has not set up their Find Me/Follow Me settings, the line will ring for 20 seconds and then go to voicemail.

    This node allows you to choose a direct extension number (also known as a line) from a drop-down list. You also have the option to create a new extension from the drop-down list.

    External number Routes the caller to a local, long-distance, or international phone number. If Confirm call pickup is enabled, the system will ask the user to press 1 to accept or press 2 to reject the call. Enabling the Pass through caller ID option can be helpful for users who often work from their mobile phones by allowing the use of a business phone number as caller ID instead of their personal mobile caller ID.
    Leave voicemail Routes the caller to a voicemail box. If a line or ring group uses an alternate mailbox for voicemail, this node will still route the caller to its extension-specific voicemail box, not the shared voicemail box. To route the caller to a shared voicemail box, select it from this node.
    Receive fax Routes the call to a virtual fax and then ends the call flow. If you would like a dial plan to detect a fax tone before going to another step, use the Detect fax node. Not available in Brazil and Mexico.

    Utility Nodes

    Node Description
    Schedule Routes the caller to a different call flow based on a defined schedule. Custom holiday schedules can be created to automatically let your callers know you are closed then added to a dial plan with this node.
    Play sound clip Plays a sound clip from the audio library and then immediately routes the caller to the next step in the call flow.
    Modify caller ID Prepends the caller ID of the incoming caller and then immediately routes the caller to the next step in the call flow. This modified caller ID displays on the device(s) for all subsequent steps in the call flow. This helps your agents know the type of call they are receiving. Often used for topics such as "billing, support, sales" etc. This node is usually placed after an Auto attendant node.
    Set language Changes the language of system IVR messages (e.g., voicemail menu prompts) for all subsequent steps in the call flow This node is usually placed after an Auto attendant node.
    Password Restricts the caller access to certain call paths. To advance to the next node, the caller must dial the correct password. If the caller dials the incorrect password, the default “Access Denied” message will play.
    Require user group Requires that the caller authenticate as a member of a user group. This node is being released in a phased rollout and may not yet be available on your account.
    Wait Inserts a period of silence or ring tone to the call flow. If Ring during wait is enabled, the caller hears ringing while waiting. Otherwise, the caller hears only silence.
    Jump to dial plan Routes the caller to a different dial plan. This helps segment out dial plans into simple, discrete sections while still allowing for complex call flow setups.
    Hang up Ends the call.
    Detect fax Tells the system to listen for a fax tone. If a fax is detected, the call is intercepted and sent to a virtual fax. You must place this node as the first node connected to Start in the dial plan editor workspace. Not available in Brazil and Mexico.
    Stop detect fax This node is no longer supported.

    Application Nodes

    Node Description
    Auto attendant Plays a recorded sound clip providing dialable options to the caller. Dialable options can be numbers, #, *, or any combination of these. Based on the option chosen, the caller is routed to different call paths or direct extensions. Be sure to use + Add option for each of the dialable options you listed in the sound clip. Enable Allow extension dialing if you stated in the sound clip that they could dial an extension.
    Queue Routes the caller to a contact center call queue. The caller will wait in the queue for the next available agent or until the timeout value expires.
    • On timeout: Routes the caller to this call flow if no agents answer during the timeout period.
    • On escape: Routes the caller to this call flow if they dial *.
    Conference room Routes the caller to a conference bridge.
    Directory Routes the caller to a dial by name directory to search for their party's extension. Usually connected to an option in an Auto attendant node.
    Check voicemail Routes the caller to the voicemail menu. From this menu, they can authenticate to the system and access their voicemail box.
    HTTP notify Sends notifications to a remote web server through a URL (https is supported). This allows an event in your phone system to trigger an action on a remote system. The URL you provide will be hit with an HTTP POST as calls ‘pass through’. Multiple variables are available, some of which are also included in the post body. Sample use cases include:
    • Trigger a remote application to generate a “screen pop” notification.
    • Trigger an email/SMS message in real-time.
    • Allow supplemental real-time call logging.
    Remote call control Sends requests to the specified URL address and waits for a command back from that URL identifying the destination extension (used to integrate with third-party call management systems). If there is no response from the URL after two seconds, the call will be routed to the next step in the dial plan. If the destination extension is invalid, the call will be routed to the failover destination for the line. The extension can be given as the extension number (e.g., 1234) or as the extension ID (e.g., 014953cc-025a-c471-8e89-000100620002, the last ID in the URL on the extension’s page). The extension number or ID should be the only text in the response and should not be surrounded by quotes. Sample use cases include:
    • Route calls to a sales agent based on information in a CRM.
    • Route calls to a support agent that has been working on a ticket with a customer.
    • Route calls based on the area code of a caller.
    Caller info Allows you to add, remove, or reset skills for each option in auto attendant. These skills coordinate with the skills assigned to agents in a call queue and enable you to use Intelligent Call Routing. This feature may not be available with your plan.
    CRM integration Dynamically routes the caller to the contact owner by matching the caller ID with the phone number in Zoho CRM if the integration has been set up. This feature may not be available with your plan.