HELP FILE

How do I create a dial plan?

Create a dial plan to customize how you handle inbound calls.

  • You must have admin or super admin permissions.
  • Extensions, sound clips, hold music, etc. must be created outside of the editor before they can be added to the dial plan.
  1. Log in at https://my.jive.com/pbx.
  2. Click Dial Plans in the left sidebar and then click Add Dial Plan.

    Note: The next available number will automatically populate the Extension; change this number as needed.

  3. The next available number will automatically populate the Extension; change this number as needed.
  4. Enter a Name for the dial plan.
  5. Click Admin Portal Checkmark Icon and then click the new dial plan to open the editor.
  6. Drag and drop nodes from the left sidebar to the canvas. See below for node details.
  7. Drag and drop Dial Plan Next Node Icon to connect nodes in a call flow. Make sure each target icon has a destination or calls will be dropped.
  8. Complete the settings for each node.
  9. Click Save.
To bring your dial plan to life, route a phone number to it or use it in other dial plans.

Dial Plan Nodes

Table 1. Standard Nodes
Setting Description
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.
  • Choose…: Select the line or ring group that will ring.
  • Timeout: Enter the time (in seconds) that the line or ring group will ring before going to the next node in the call flow. The default timeout is 20 seconds.
  • Next Node: Connects nodes together to create a call flow.
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.
  • Choose…: Select the line that will ring.
External Number Routes the caller to an external phone number (local, long-distance, or international).
  • Number: Enter the external phone number (local, long-distance, or international) to which the call will be forwarded. Pseudo area codes (999, 555, and 400) can be used to accommodate dial plans that integrate with Jive Contact Center Pro. To use pseudo area codes, your region must be set to United States or Canada.
  • Timeout: Enter the time (in seconds) that the external phone number will ring before going to the next node in the call flow. The default timeout is 20 seconds.
  • Confirm Call Pickup: If enabled, the system provides the option to dial 1 to accept an incoming call or 2 to send it to voicemail. The primary benefit of this feature is when a cell phone is in a ring step. When a cell phone is turned off or out of range, calls usually go straight to the cell phone voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the dial plan. Enabling confirm pickup allows the call to re-route back to the next ring step or to the Jive voicemail box. A secondary benefit is if calls are being routed to a personal phone number. Having confirm pickup enabled lets the user know the call is business related, and they can then answer the call appropriately.
  • Pass Through Caller ID: Controls what is shown on the caller ID. If enabled, the caller ID of the original caller is displayed. Disabled, the caller ID shows the number selected for the node (see below). This feature does not work if Block Caller ID is enabled on the phone number used to dial the external number.
  • Choose…: Select which caller ID is shown when Pass Thru Caller ID is unchecked.
  • Next Node: Connects nodes together to create a call flow.
Leave Voicemail Routes the caller to the designated voicemail box (user-specific or shared). If a user-specific line is set up to a shared voicemail box as its alternate mailbox, this node will still route the caller to the user-specific voicemail box, NOT the shared voicemail box. The only way to route the caller to a shared voicemail box is to select its assigned extension.
  • Choose…: Select the 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.
Receive Fax Routes the call to the designated virtual fax machine. This node will end 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.
  • Choose…: Select the virtual fax machine that will be used.
Table 2. Utility Nodes
Setting Description
Schedule Routes the caller to a different call flow based on a defined schedule.
  • Choose…: Select the schedule that will be used.
  • When open: When the schedule is “open” the caller is routed to the “open call flow”.
  • When closed: When the schedule is “closed” the caller is routed to the “closed call flow”.
  • When on Holiday: When the schedule is “on holiday” the caller is routed to the “holiday call flow”.
Play Sound Clip Plays the designated sound clip and then immediately routes the caller to the next step in the call flow.
  • Choose…: Select the sound clip that will play.
  • Next Node: Connects nodes together to create a call flow.
Modify Caller ID Prepends (prefix) the caller ID of the incoming caller and then immediately routes the caller to the next step in the call flow. This prefix displays on the device(s) on which the call rings.
  • Text: Enter the text (limit of 10 characters) that will prepend to the caller ID. ASCII characters are supported.
  • Next Node: Connects nodes together to create a call flow.
Set Language Changes the language of system messages for every subsequent node in the dial plan.
  • Choose…: Select the language of system messages for every subsequent node.
  • Next Node: Connects nodes together to create a call flow.
Password Restricts the caller access to certain paths. In order to advance to the next node, the correct numeric password must be dialed. If the caller dials the incorrect password, the “Access Denied” message will play.
  • Password: Enter the numeric password (numbers only) required to advance to the next node in the dial plan.
  • Next Node: Connects nodes together to create a call flow.
Require User Group Restricts the caller access to certain call paths. In order to advance to the next node, the caller must belong to a specific user group. If the caller does not belong to the specified user group, the “Access Denied” message will play.
  • Choose…: Select the user group required to advance to the next node in the dial plan.
  • Next Node: Connects nodes together to create a call flow.
Wait Inserts a period of silence or ring tone into the call flow.
  • Duration: Enter the amount time (in seconds) the caller will hear silence or ring tone before going to the next node in the call flow.
  • Ring During Wait: If checked, the caller will hear a ringing sound while waiting. Otherwise, the caller will hear only silence.
  • Next Node: Connects nodes together to create a call flow.
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.
  • Choose…: Select the dial plan to which the caller will be routed.
Hang Up Terminates the call and hangs up on the caller.
Detect Fax Tells the system to listen for a fax tone. If a fax is detected, the call is intercepted and sent to the designated virtual fax machine. This must be the first node used in a dial plan if you are wanting to detect a fax.
  • Choose…: Select the virtual fax machine that will be used.
  • Next Node: Connects nodes together to create a call flow.
Stop Detect Fax This node is no longer supported.
Table 3. Application Nodes
Setting Description
Auto Attendant Plays a recorded sound clip providing dialable options to the caller.  Based on the option chosen, the caller will be routed to different call paths.
  • Choose…: Select the sound clip that will play.
  • Timeout: Enter the time (in seconds) that the caller has to select an option before going to the “On timeout go to” call flow (time begins after the sound clip).
  • Allow Extension Dialing: If checked, the caller can dial (at any time) and be routed to any system extension. A dialed auto attendant option will take precedence over a dialed extension.
  • On timeout: The caller is routed to this call flow if no option is dialed during the timeout period.
  • On invalid: The caller is routed to this call flow if an invalid option is dialed.
  • Dialable Options: Enter the dialable codes from which the caller can choose. Dialable codes can be numbers, # (pound), * (star), or any combination.
  • [Add option]: Adds dialable option rows. There is not limit to the number of options that be added.
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. The maximum time allowance is 8 hours.
  • Choose…: Select the call queue that will be used.
  • Timeout: Enter the time (in seconds) the caller will wait in the call queue for the next available agent.
  • On timeout: The caller is routed to this call flow if no agents answer the call during the timeout period.
  • On escape: The caller is routed to this call flow if they dial * (star).
Conference Room Routes the caller to a conference bridge. The conference bridge must be created outside the editor before it can be added to the node.
  • Choose…: Select the conference bridge that will be used.
Directory Routes the caller to a dial by name directory. The caller is asked to dial their party’s first or last name.
  • Choose…: Select the directory that will be used.
Check Voicemail Routes the caller to the voicemail menu. From this menu they can authenticate to the system and access their voicemail box. Authentication settings are set up from the VM/Fax tab within Permissions.
HTTP Notify This requires third party software. HTTPS is supported. Sends notifications to a remote web server through a URL. This allows an event in a Jive PBX to trigger an action on a remote system. Simply enter a URL in the node, and that URL will be hit with an HTTP POST as calls ‘pass through’. Multiple variables are available and all variables are also included in the post body.
  • Sample Use Cases:
    • Trigger a remote application to generate a “screen pop” notification.
    • Trigger an email/SMS message in real-time.
    • Allow supplemental real-time call logging.
  • Below is an example URL that passes the Caller ID number and the Dialed Number to a remote web server located at www.example.com:
    • https://www.example.com/call_notification.php?caller={CALLER_ID_NUMBER}&dialed={DIALED_NUMBER}
  • In the example above, 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
  • URL Variables:
    • 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 = Y).
    • 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).
  • URL: Enter the URL to be used (limit of 255 characters).
  • Next Node: Connects nodes together to create a call flow. Drag and drop the target on the next node in the dial plan. Disconnected targets will hang up on the caller at that point in the dial plan.
Remote Call Control This requires third party software. 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 on the PBX, the call will be routed to 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:
    • 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.
  • Below is an example URL that passes the call information to a remote web server located at www.example.com:
    • https://www.example.com/get_call_routing.php
  • URL Variables (included in POST body):
    • 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.
  • URL: Enter the URL to be used (limit of 255 characters).
  • When request fails go to: Connects nodes together to create a call flow. Drag and drop the target on the next node in the dial plan. Disconnected targets will hang up on the caller when the request fails.