How do I set up a user's dial plan on a line?

Set up a unique dial plan (Find Me/Follow Me) to route calls however you want.

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Before you begin:
About this task: Incoming calls are routed through the Find Me/Follow settings when the line is directly dialed, a call is transferred to the line, or the line is used in a Line & Voicemail node.  However, these settings are overridden on a per call basis when the line is used in a Simple Dial node or in another user’s Find Me/Follow Me ring step.
  1. Log in at
  2. Click Lines in the left sidebar and then click the line that requires changes to its dial plan.
  3. From Dial Plan, customize the following:
    Option Description
    Ring Step Defines which extension(s) and number(s) to ring when someone calls the line. You can set up the line to ring more than one phone simultaneously by adding multiple numbers to a ring step or in sequence by creating multiple ring steps.
    Note: If you have Block Caller ID enabled on the phone number routed to the line, the External Caller ID will continue to be blocked as the call is routed to other ring step destinations.
    Confirm Pickup Gives the option to dial 1 to accept an incoming call or 2 to send it to the next step in the dial plan.
    Tip: Confirm pickup is helpful when a ring step includes an external number as it can interrupt your dial plan. For example, when a cell phone is turned off, calls go straight to the cell phone's voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the ring step. Enabling confirm pickup allows the call to re-route back to the next ring step.
    Pass–through Caller ID Controls which caller ID is displayed for ring steps that include external numbers.
    • When enabled, the caller ID of the original caller is displayed.
    • When disabled, the line's External Caller ID is displayed.
    Ring Time Defines the number of seconds the call rings before going to the next ring step. This is overridden by any Simple Dial nodes that reference the line in a dial plan.
    No answer, send to Defines what happens if the call is never answered.
    • Voicemail: Sends the caller to the line's voicemail.
    • Internal: Sends the caller to a specified internal extension.
    • External: Sends the caller to a specified external number.
    • Transferer: If the call was transferred to the line, returns the call to the party that initiated the transfer. If the call was not transferred to the line, it hangs up on the caller.
    • Hang up: Hangs up on the caller.
    If calls fail, send to Defines what happens if the call fails, like in the case of an internet or power outage.
    • Unspecified: Follows the No answer, send to ring step.
    • Internal: Sends the caller to a specified internal extension.
      Note: To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an internal extension only if you have multiple locations on the same system (e.g., an office in Chicago and Dallas).
    • External Number: Sends the caller to a specified external number.