Because the number handling is built to handle many different scenarios, which also can be combined, it is not possible to present examples of the all. To grasp the entity and how your solution shall be configured you may have to read several examples. Each example only has one or two locations. All locations in the different examples could exist in the same solution but this is, to say the least, very unlikely.
The examples focus on a telephone number being called from an agent application; here ACE Agent. The configuration described in the examples is however also used by the number handling when the agent makes an enquiry to, or calls another logged-in agent.
Icons separates the content in the expandable examples below.
= The best way to set up the belonging extension numbers. Also see Extensions.
= How the different telephone numbers are handled by ACE Agent.
1. PBX with short extension numbers
In the first solution example, a traditional PBX with short extension numbers is being used. The extensions in the PBX are in the series 2200 to 2499. The customer service is located in Uppsala in Sverige (Sweden) and located in the area code area 018. The telephone number in an international format to an extension in the PBX could thus be +4618182200.
As this solution is using client based telephony, no PBX has to be configured.
Configuration of the extensions
Extension location
In ACE Admin
Via System Functions Interface
Uppsala-Centrum
2310–2379
2200–2499
Phone numbers that ACE Agent will identify as local and call internally within the PBX
Telephone number
ACE Agent dials
+4618182217, 018182217, 182217, 2217
2217
+4618182355, 018182355, 182355, 2355
2355
Phone numbers that ACE Agent will identify as external and make call out to the public net
Telephone number
ACE Agent dials
+4618182500, 018182500, 182500
00182500
+4618123456, 018123456, 123456
00123456
+46707654321, 0707654321
000707654321
+35818182217
000035818182217
Attempts to call other 4-digit numbers than the ones specified as extensions in ACE Admin or via System Functions Interface will fail. If the agent supplies 4567, ACE Agent will add Prefix for call out and dial 004567, which is not a valid number.
2. PBX with short extension numbers and two locations
In the second solution example, a traditional PBX with short extension numbers is used. The extensions in the PBX exist in the series 3400 to 3599 and 8200 to 8399. The customer service office is located at Östervåla and in Lund in Sweden and are found in the area code areas 0292 and 046 respectively. A telephone number in an international format to an extension in the PBX is for example +462923400 and +4646178200 respectively.
In spite of this solution using client based telephony, the locations have been configured to belong to a PBX named Cisco making number handling know that they share the same number plan.
Configuration of the extensions
Extension location
In ACE Admin
Via System Functions Interface
Östervåla
3510–3579
3400–3599
Lund
8200–8249
8200–8399
It is not possible to register all extensions as local at both locations as they have different area codes and extension prefixes.
Phone numbers that ACE Agent logged in at location Östervåla will identify as local and call internally within the PBX
Telephone number
ACE Agent dials
+4629223443, 029223443, 23443, 3443
3443
+4629223551, 029223551, 23551, 3551
3551
8201
8201
Phone numbers that ACE Agent logged in at location Lund will identify as local and call internally within the PBX
Telephone number
ACE Agent dials
+4646178201, 046178201, 178201, 8201
8201
+4646178383, 046178383, 178383, 8383
8383
3551
3551
Phone numbers that ACE Agent logged in at location Östervåla will identify as external and call out on the public net
Telephone number
ACE Agent dials
+4629223690, 029223690, 23690
023690
+4629228201, 029228201, 28201
028201
+4646178201, 046178201
0046178201
+35818182217
00035818182217
Phone numbers that ACE Agent logged in at location Lund will identify as external and call out on the public net
Telephone number
ACE Agent dials
+4646178400, 046178400, 178400
0178400
+4646123456, 046123456, 123456
0123456
+4629223551, 029223551
0029223551
+35818182217
00035818182217
The 4-digit extensions are identified as local, also between the two locations, because the locations have been configured with the same PBX. Numbers in national or international format can only be identified as local at their home location.
3. Location with non-geographical numbers for mobile login
The third solution example concerns users logging in mobile telephones using the mobile login function. All the location’s extensions are in national format and begin with area code 070. In other respects, the extensions do not follow a specific series. A telephone numbers in an international format to an extension could be +46701234567.
Because the extensions are mobile telephones and are not placed on a physical PBX, there is no prefix for calls out and no PBX is configured. Because 070 is a non-geographical area code you must dial every time, also for calls to other telephones within 070 External number format is set to Always area code. As the extensions do not follow any series, extension prefix is not defined.
Configuration of the extensions
Extension location
In ACE Admin
Via System Functions Interface
Mobile
0701234567, 0702345678, …
-
For this location all individual extensions are registered in ACE Admin and none via the open System Functions Interface.
Because this location is not located on a physical PBX there is no difference in how internal and external calls are dialled. As it is intended for mobile login, there is no ACE Agent either to call from.
How calls from a ACE Agent are handled at a location configured as above
Telephone number
ACE Agent dials
+46701234567, 0701234567
0701234567
+46707654321, 0707654321
0707654321
+4618182355, 018182355
018182355
+35818182217
0035818182217
4. PBX with short extension numbers in Norway
In the fourth solution example, a traditional PBX with short extension numbers is used. The extensions in the PBX are in the series 3400 to 3699. The customer service office is located in Oslo in Norway. The telephone number in an international format to an extension in the PBX could be +4723553400.
This solution uses server based telephony, which is why a PBX is configured. Because the example only contains one location, this does not affect the number handling. As Norway has a closed number plan the Area code field cannot be configured.
Configuration of the extensions in solution example #4
Extension location
In ACE Admin
Via System Functions Interface
Oslo
3520–3619
3400–3699
Phone numbers that ACE Agent will identify as local and make internal calls within the PBX
Telephone number
ACE Agent dials
+4723553401, 23553401, 3401
3401
+4723553551, 23553551, 3551
3551
Phone numbers that ACE Agent will identify as external and call out on the public net
Telephone number
ACE Agent dials
Telephone number
ACE Agent dials
+4618123456
00004618123456
5. PBX with extensions in national format, Sweden
In the fifth solution example, a PBX with extensions in a national format issued. Normally in ACE national format is then also used when the agents call each other. One example of a PBX with these properties is Managed Voice version 2. The extensions in the PBX are in the series 0103320000 to 0103321999. A telephone number in an international format to an extension in the PBX could be +46103320000.
Phone numbers that ACE Agent will identify as local and make calls internally within the PBX
Telephone number
ACE Agent dials
+46103320234, 0103320234
0103320234
+46103321001, 0103321001
0103321001
Phone numbers that ACE Agent will identify as external and call out on the public net
Telephone number
Agent dials
+46109876543, 0109876543
000109876543
+4618123456, 018123456
00018123456
+46707654321, 0707654321
000707654321
+35818182217
000035818182217
At this location there is a difference between calling within the PBX and externally. For internal calls, no prefix for call out is used,. For all other calls, including calls to other numbers within 010, prefix is always used.
6. PBX with extensions in national format, Norway
In the sixth solution example a PBX with extensions in a national format is used. Normally in ACE, national format is then also used when the agents call each other. An example of a PBX with these properties is Managed Voice version 2. The extensions in the PBX are in the series 32104000 to 32105999. A telephone number in an international format to an extension in the PBX could be +4732104000.
Phone numbers that ACE Agent will identify as local and make calls internally within the PBX
Telephone number
ACE Agent dials
+4732104444, 32104444
32104444
+4732104800, 32104800
32104800
Phone numbers that ACE Agent will identify as external and call out on the public net
Telephone number
ACE Agent dials
+46109876543, 0109876543
000109876543
+4618123456, 018123456
00018123456
+46707654321, 0707654321
000707654321
+35818182217
000035818182217
7. PBX with extensions in an international format, Sweden
In the seventh solution example a PBX with extensions in international format is used. Normally in ACE international format is then also used when the agents call each other. One example of a PBX with these properties is Managed Voice version 3. The extensions in the PBX are in the series 46104430000 to 46104431999. A telephone number in international format to an extension in the PBX could be +46104430000.
In some cases the PBX also supports a type of short numbers for calls within the PBX. In this example it should thus be 5-digit numbers in the series 30000–31999. To support these numbers being used from ACE Agent they must also be configured via System Functions Interface.
Phone numbers that ACE Agent will identify as local and make calls internally within the PBX
Telephone number
ACE Agent dials
+4732104444, 32104444
32104444
+4732104800, 32104800
32104800
Phone numbers that ACE Agent will identify as external and call out on the public net
Telephone number
ACE Agent dials
+46109876543, 0109876543
000109876543
+4618123456, 018123456
00018123456
+46707654321, 0707654321
000707654321
+35818182217
000035818182217
8. PBX with extensions and external calls on international format, Finland
In the eighth solution example, a PBX with extensions on international format is used. Normally in ACE international format is then used when the agents call each other. In this case the PBX also require canonic format, international format with a plus sign, for calls out from the PBX. The extensions in the PBX are found in the series 3582456000 to 3582456999. An example of a telephone number on international format to an extension in the PBX is +3582456000.
Phone numbers that ACE Agent will identify as local and make calls internally within the PBX
Telephone number
ACE Agent dials
+3582456543, 02456543, 3582456543
3582456543
+3582456776, 02456776, 3582456776
3582456776
Phone numbers that ACE Agent will identify as external and call out on the public net
Telephone number
ACE Agent dials
+3582123456, 02123456, 123456
+3582123456
+35818182217, 018182217
+35818182217
+46109876543
+46109876543
For all calls that are dialled externally outside the PBX, canonic format is used; international format with a plus sign.
9. Intelligent number handling and access codes
The ninth solution example provides an idea of configuration for a contact centre with business in two countries. In the example there are three extension locations distributed over three PBXs.
The solution uses client based telephony and the extension locations do not share a number plan. This is why no PBX has to be configured.
Configuration of the extensions
Extension location
In ACE Admin
Via System Functions Interface
Uppsala-Centrum
2300–2399
-
Uppsala-Ekeby
2200–2299
-
Åbo
2200-2299
-
Two IVR locations are configured as well:
UppsalaIVR. This IVR is located under the same PBX as the Uppsala-Ekeby extension location.
ÅboIVR. This IVR is located under the same PBX as the Åbo extension location.
The following access codes have been configured:
From IVR location
To extension location
Access code
Comments
ÅboIVR
→
Åbo
-
Same PBX
ÅboIVR
→
Uppsala-Centrum
00-0046-18-18
ÅboIVR
→
Uppsala-Ekeby
00-0046-18-16
UppsalaIVR
→
Åbo
0-00358-2-123
UppsalaIVR
→
Uppsala-Centrum
0-18
UppsalaIVR
→
Uppsala-Ekeby
-
Same PBX
Encircled figures in the picture below demonstrate how it can look when
an IVR routes a call within the same PBX. From IVR location ÅboIVR to extension location Åbo. The dialled number is 2233.
an IVR routes a call from Finland to an extension under a PBX in Sweden. From IVR location ÅboIVR to extension location Uppsala-Centrum. The dialled number is 00-0046-18-182355.
an IVR in Sweden routes a call to another PBX in Sweden. From IVR location UppsalaIVR to extension location Uppsala-Centrum. The dialled number is 0-182355.
an agent calls an agent under the same PBX. From extension location Åbo to extension location Åbo. The dialled number is 2244.
an agent makes a callback call with the number +35818123456. External, from extension location Åbo, with dialled number 00-018-123456.
an agent places a call to another agent in the same country but under another PBX. From extension location Uppsala-Centrum to extension location Uppsala-Ekeby. The dialled number is 00-162211.
= The best way to set up extension locations. Also see The Extension locations tab.
= The best way to set up the belonging extension numbers. Also see Extensions.
= How the different telephone numbers are handled by ACE Agent.
See the full example #1...
