Nine examples of intelligent number handling

In the following section you find examples of scenarios for eight different telephony and PBX solutions related to Configuration of intelligent number handling.

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 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.

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.

See the full example #1...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Uppsala-Centrum	00	-	SE	Shortest possible	Short number	018	18

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.

See the full example #2...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Östervåla	0	Cisco	SE	Shortest possible	Short number	0292	2
Lund	0	Cisco	SE	Shortest possible	Short number	046	17

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.

See the full example #3...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Mobile	-	-	SE	Always area code	National	070	-

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 an 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.

See the full example #4...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Oslo	00	Frogner	NO	Shortest possible	Short number	N/A	2355

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.

See the full example #5...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Acme AB 1	00	-	SE	Always area code	National	010	33

Configuration of the extensions

Extension location	In ACE Admin	Via System Functions Interface
Acme AB 1	0103321000–0103321199	0103320000–0103321999

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.

See the full example #6...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Drammen	00	-	NO	Shortest possible	National	N/A	2002

Configuration of the extensions

Extension location	In ACE Admin	Via System Functions Interface
Drammen	32104700–32105099	32104000–32105999

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.

See the full example #7...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Acme AB 2	00	-	SE	Always area code	International	010	44

Configuration of the extensions

Extension location	In ACE Admin	Via System Functions Interface
Acme AB 2	46104431000–46104431199	46104430000–46104431999

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.

See the full example #8...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Åbo Lync	-	-	FI	Canonic (+)	International	02	45

Configuration of the extensions

Extension location	In ACE Admin	Via System Functions Interface
Åbo Lync	3582456600-3582456899	3582456000-3582456999

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.

See the full example #9...

Configuration of the extension location

Extension location	Prefix for call out	PBX	Country	External number format	Extension format	Area code	Extension prefix
Uppsala-Centrum	00	-	SE	Shortest possible	Short number	018	18
Uppsala-Ekeby	0	-	SE	Shortest possible	Short number	018	16
Åbo	00	-	FI	Shortest possible	Short number	02	123

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.