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.

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GoTo Admin

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

GoTo Admin dial plan nodes

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.

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

Important: You must add a phone number to save a dial plan.

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. Note: If a Modify caller ID node is placed prior to this node, the modified caller id may not display. Display to an external number is determined by the phone number carrier such as AT&T, Verizon, etc.
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. Note: The modified caller ID may not display when dispatched to an external number that is not a part of your phone system. Display to an external number is determined by the phone number carrier such as AT&T, Verizon, etc.
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.
SMS Messaging	Note: Only available for Customer Engagement and Contact Center customers. Sends an SMS text the caller once the call reaches this node in the dial plan. SMS registration and SMS permissions must be set up at the account level in order for this node to work.

Notes and Comments

Action	Description
Notes	Add a note node into your dial plan workspace: Select File > Add note. Or right click in the dial plan workspace and select Add note. To move the note node within the workspace, simply click and hold the top of the node, then drag and drop it to the desired location. Note: Adding notes in your dial plan does not serve additional business functionality other than containing free-form text information.
Comments	Select a node in the workspace to add free-text comments in the information card located on the right side of the workspace.

Action

Description

Notes

Add a note node into your dial plan workspace:

Select File > Add note.
Or right click in the dial plan workspace and select Add note.

To move the note node within the workspace, simply click and hold the top of the node, then drag and drop it to the desired location.

Note: Adding notes in your dial plan does not serve additional business functionality other than containing free-form text information.

Comments

Select a node in the workspace to add free-text comments in the information card located on the right side of the workspace.

PBX Administration (classic)

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

PBX Administration dial plan nodes

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.

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.

Important: You must add a phone number to save a dial plan.

Standard Nodes

Node	Description
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. Confirm Call 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. Note: 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. Note: If a Modify caller ID node is placed prior to this node, the modified caller id may not display. Display to an external number is determined by the phone number carrier such as AT&T, Verizon, etc.
Leave Voicemail	Routes the caller to a voicemail box. Note: 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 machine 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.
Simple Dial	Routes the caller to a line or ring group for the specified timeout period. This node ignores any Find Me/Follow Me settings set up on a line.

Utility Nodes

Node	Description
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 machine. You must place this node as the first step in the dial plan. Not available in Brazil and Mexico.
Hang Up	Ends the call.
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.
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. Note: The modified caller ID may not display when dispatched to an external number that is not a part of your phone system. Display to an external number is determined by the phone number carrier such as AT&T, Verizon, etc.
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 “Access Denied” message will play.
Play Sound Clip	Plays a sound clip and then immediately routes the caller to the next step in the call flow.
Require User Group	Restricts the caller access to certain call paths. To advance to the next node, the caller must belong to a specific user group. If the caller does not belong to the user group, the “Access Denied” message will play.
Schedule	Routes the caller to a different call flow based on a definedschedule. Customholiday schedules can be created to automatically let your callers know you are closed then added to a dial plan with this node.
Set Language	Changes the language of system IVR messages (e.g., voicemail menu prompts) for all subsequent steps in the call flow.
Stop Detect Fax	This node is no longer supported.
Wait	Inserts a period of silence or ring tone to the call flow. Ring During Wait: If checked, the caller hears ringing while waiting. Otherwise, the caller hears only silence.

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.

Allow Extension Dialing: Allows the caller to dial their party's extension at any time. If the extension matches a dialable option, the dialable option will take precedence over the extension.
On timeout: Routes the caller to this call flow if they do not dial an option during the timeout period.
On invalid: Routes the caller to this call flow if they dial an invalid option.

Caller Info

Allows you to add, remove, or reset skills for each option in an auto attendent. These skills coordinate with the skills assigned to agents in a call queue and enable you to use Intelligent Call Routing.

Check Voicemail

Routes the caller to the voicemail menu. From this menu, they can authenticate to the system and access their voicemail box.

Conference Room

Routes the caller to a conference bridge.

CRM Integration

Dynamically routes the caller to the contact owner by matching the caller ID with the phone number in Zoho CRM.

Directory

Routes the caller to a dial by name directory to search for their party's extension.

HTTP Notify

This node is advanced and requires third-party software and development on your end.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.

Warning: Traffic will not be sent across non-standard ports.

**URL Variables**
URL Variable	Description
`CALL_ID`	Unique string of characters used to identify the call (in `POST Body = Y`)
`CALLER_ID_NAME`	Caller’s name (in `POST Body = Y`).
`CALLER_ID_NUMBER`	Caller’s number (in `POST Body = Y`)
`CNAM`	Caller’s name (in `POST Body = N`)
`CNUM`	Caller’s number (in `POST Body = N`)
`DIALED_NUMBER`	Number the caller dialed (in `POST Body = Y`)
`DNIS`	Number the caller dialed (in `POST Body = N`)
`PBX_ID`	ID of the PBX receiving the call (in `POST Body = Y`)

Example URL

https://www.example.com/call_notification.php?caller={CALLER_ID_NUMBER}&dialed={DIALED_NUMBER}

This example URL passes the caller ID number and the dialed number to a remote web server located at www.example.com.
The variables in curly brackets { } are replaced with their actual value. For example, if a call to 801-555-0123 was placed from 909-555-0111, the URL would become:

https://www.example.com/call_notification.php?caller=9095550111&dialed=8015550123

Queue

Routes the caller to a 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 *.

Remote Call Control

Note: This node is advanced and requires third-party software and development on your end.

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.

**URL Variables (included in *`POST body`*)**
URL Variable	Description
`CALL_ID`	Unique string of characters used to identify the call.
`CALLER_ID_NAME`	Caller’s name (if available).
`CALLER_ID_NUMBER`	Caller’s number.
`DIALED_NUMBER`	Number the caller dialed.
`PBX_ID`	ID of the PBX reciving the call.

Example URL

https://www.example.com/get_call_routing.php

This example URL passes the call information to a remote web server located at www.example.com.

Article last updated: 12 June, 2023