How do I create a dial plan?

Create a dial plan using our visual dial plan editor to customize how you handle inbound calls. The dial plan editor allows you to set up wait times or direct calls to specific voicemail boxes, auto attendants, and ring groups.

Tip: If you already have an existing dial plan, you can clone it, make edits within that copy, and then try it out without altering your original dial plan or starting from nothing. This can be very useful when trying something new!

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Create a dial plan

Before you begin: You must be assigned an Admin or Super admin role to perform this task.

The dial plan editor allows you to set up wait times or direct calls to specific voicemail boxes, auto attendants, and ring groups.

Sign in to GoTo Admin.
Select Phone system > Call routes > Dial plans in the left navigation menu and then select the + Add dial plan button on the top-right.
Choose if you want to create a new dial plan or import an existing dial plan by selecting a tab.
If you chose to import a dial plan by selecting the Import tab, upload the dial plan (.xml) from your computer.

Note: Proprietary options, like sound clips, are removed so only the nodes and connections remain once imported.
Enter a Name for the dial plan.
The next available number will automatically populate the Extension; change this number as needed.
Select Save and then select the new dial plan to open the editor.
Drag and drop nodes from the library to the workspace. Learn more about dial plan nodes.
Drag and drop the circle on each node to another node to connect the call flow. Make sure each circle has a destination or calls will be dropped.
Complete the settings for each node. Each node has specific settings.
Select Save.

What to do next: To bring your dial plan to life, route a phone number to it or use it in other dial plans.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Create a dial plan

Attention: There is a new version of this visual dial plan editor in GoTo Admin with many new and improved features! Even if your account uses PBX Administration (classic) you can still use the new and improved dial plan editor by signing in with your admin credentials at http://admin.goto.com and selecting Phone system > Dial plans.

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
Extensions,sound clips, hold music, etc. must be created outside of the editor before they can be added to the dial plan.
Note: If you already have an existing dial plan, you can clone it, make edits within that copy, and then try it out without altering your original dial plan or starting from nothing. This can be very useful when trying something new!

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Dial Plans in the left navigation menu and then select Add Dial Plan.

Note: To clone an existing dial plan, select located to the right of the dial plan name.
The next available number will automatically populate the Extension; change this number as needed.
Enter a Name for the dial plan.
Select and then select the new dial plan to open the editor.
Drag and drop nodes from the library to the workspace. Learn more about dial plan nodes.
Drag and drop to connect nodes in a call flow. Make sure each target icon has a destination or calls will be dropped.
Complete the settings for each node.
Select Save.

What to do next: To bring your dial plan to life, route a phone number to it or use it in other dial plans.

Use a conference bridge in a dial plan

Allow callers to access virtual conference rooms.

Note: There is a new version of this visual dial plan editor in GoTo Admin with many new and improved features! Even if your account uses PBX Administration (classic) you can still use the new and improved dial plan editor by signing in with your admin credentials at https://admin.goto.com and selecting Phone system > Dial plans.

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
Create and set up the conference bridge you want to use.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Dial Plans in the left navigation menu and then choose the dial plan you want to edit.
Result: The dial plan editor will launch in a separate window.
Drag and drop the Conference Room node in the library to the desired spot on the workspace.
Drag and drop the of the previous node to the left side of the Conference Room node, connecting the nodes to prevent dropped calls.
In the Choose field, select the conference bridge that will be used.
Continue to build the call flow.
Select Save.

Use a line in a dial plan

Connect callers to a direct line.

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
Create and set up the line on the device you want to use.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Dial Plans in the left navigation menu and then choose the dial plan you want to edit.
Result: The dial plan editor will launch in a separate window.

Drag and drop the Simple Dial or Line & Voicemail node in the library to the desired spot on the workspace.

Node	Description
Simple Dial	Routes the caller to a line. This node ignores any Find Me/Follow Me settings that may be set up on an individual line.
Line & Voicemail	Routes the caller to a specified 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.

Drag and drop the of the previous node to the left side of the Simple Dial or Line & Voicemail node, connecting the nodes to prevent dropped calls.

Complete the following setting(s):

Setting	Description
Choose…	Select the line that will be used.
Timeout	Enter the time (in seconds) that the line will ring before going to the next node in the call flow. The default timeout is `20` seconds.
Next Node	Connects nodes to create a call flow.

Continue to build the call flow.
Select Save.

Use a ring group in a dial plan

Give multiple people the opportunity to help your callers through their desk phones and cell phones.

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
Create and set up the ring group you want to use.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Dial Plans in the left navigation menu and then choose the dial plan you want to edit.
Result: The dial plan editor will launch in a separate window.
Drag and drop the Simple Dial node in the library to the desired spot on the workspace.
Drag and drop the of the previous node to the left side of the Simple Dial node, connecting the nodes to prevent dropped calls.

Complete the following setting(s):

Setting	Description
Choose…	Select the ring group that will be used.
Timeout	Enter the time (in seconds) that the ring group will ring before going to the next node in the call flow. The default timeout is `20` seconds.
Next Node	Connects nodes to create a call flow.

Continue to build the call flow.
Select Save.

Use a shared voicemail in a dial plan

Allow callers to leave a voicemail on a shared box.

Before you begin:

You must be assigned an Admin or Super admin role to perform this task.
Create and set up the shared voicemail you want to use.
If you want a custom voicemail greeting, record your busy or unavailable message before editing your dial plan.

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Dial Plans in the left navigation menu and then choose the dial plan you want to edit.
Result: The dial plan editor will launch in a separate window.
Drag and drop the Leave Voicemail node in the library to the desired spot on the workspace.
Drag and drop the of the previous node to the left side of the Leave Voicemail node, connecting the nodes to prevent dropped calls.

Complete the following setting(s):

Setting	Description
Choose…	Select the shared voicemail box that will be used.
Voicemail Greeting	Select which type of voicemail greeting will be heard before the caller leaves a message. Busy: Plays the user’s busy message. Unavailable: Plays the user’s unavailable message. No Greeting: No greeting is played. Caller immediately hears the voicemail “beep” and recording begins.

Continue to build the call flow.
Select Save.

Article last updated: 12 May, 2023