Basics about intelligent number handling

If the actual circumstances for the extension locations (which reflect the underlying PBX system) are correctly describes in CallGuide Admin, Telia CallGuide can handle telephone numbers intelligently. Above all this applies when an agent is making a call in CallGuide Agent.

When an agent is making a call from CallGuide Agent, the telephone number can be supplied in an international, national, local format or as an extension number. The telephone number is automatically checked in the cases where the agent

• supplies the number manually,
• picks a number from an address book,
• calls a callback record,
• calls a campaign record with so-called preview (that is, not via CallGuide Dialer).
• in CallGuide Agent’s support function CallGuide Unifinder calls a number picked from a connected UC system.

The telephone numbers above are automatically reduced to the shortest form needed to be dialed to function from the extension location where the agent is.

Other advantages with the intelligent number handling is, among other things, that:

• Telia CallGuide avoids calling externally if the selected number leads to an extension configured with the same extension location as the agent’s telephone.
• Telia CallGuide automatically adds a prefix to the number to call externally via the public net, when so required.
• telephone numbers found via Unifinder can be called without the number being changed (such as manually adding a prefix).
• an address book can be used at different locations, using different prefixes for calls out from the PBX.
• a telephone number an agent sends an SMS to in CallGuide Agent is automatically adjusted to the correct format.

The intelligent number handling is also used when agents call each other within the CallGuide solution. For enquiries and for calls to logged-in agents, the number handling is used to dynamically find out the best way to call the colleague to have call routed as locally as possible, preferably within the agent’s PBX. The handling, however, also functions between extension locations at different PBXs, in different countries, for different local area code numbers, etc.

An agent can also call using extension numbers to other extensions sharing the same number plan. The same support for PBXs and net groups applies as for calls within CallGuide above.

All the extension number that the intelligent number handling will be handling must be known. Normally just the extensions used by agents are configured in CallGuide Admin. For the following occasions no intelligent number handling is applied:

• If the dialled number is found in a specific list, configured by Telia Company, per country. Example: 112. These numbers are dialled via the public net without further analysis.
• In case the number has been picked from an address book marked No Number analysis. These numbers are dialled exactly as they are.
• In case the agent, when making the outbound call, has checked Call without analysis in CallGuide Unifinder. These numbers are dialled exactly as they are.
• In case the agent, when making an outbound call in the Make call support function in CallGuide Agent supplies the number beginning with an equal sign (such as =0090510). These numbers are dialled exactly as they are.