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
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:
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: