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Creating dial plans

Updated on March 31, 2022

Create a Pega Call dial plan to modify phone numbers so that users can dial them in your automatic call distributor (ACD) or private branch exchange (PBX).

For example, if your PBX requires you to dial the number 9 before a phone number to place calls, the dial plan fulfils this requirement. The dial plan that you select applies to any call that is placed through Pega Call, including internal and external calls.

You can create multiple dial plans, but one dial plan can only be associated with one computer telephony integration (CTI) link. All CTI links except embedded UI links support dial plans. For more information about CTI links, see Creating the server connection.

  • Write a decision-tree rule that applies to the ChannelServices-Admin-DialPlan class in your own ruleset.
Result: The decision-tree modifies the .pyDialString property. You can use the sample rule in the class as a baseline.

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