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closes odoo/documentation#7654
X-original-commit: 5ea7d3aa16
Signed-off-by: Zachary Straub (zst) <zst@odoo.com>
Signed-off-by: Timothy Kukulka (tiku) <tiku@odoo.com>
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412 lines
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===================
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Advanced dial plans
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===================
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Typically, companies have a lot of incoming calls every day, but many do not want their teams to
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answer calls 24 hours a day, 7 days a week.
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By using Axivox advanced dial plan features, the process can be automated, and routing can be set up
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for all scenarios. This way, customers are never left waiting, or frustrated, because they cannot
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get in touch with anyone.
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By utilizing the advanced elements in dial plans, companies can automate call routing for certain
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days or times, like company holidays. Companies can also allow callers to enter extensions
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themselves, and get transferred automatically using a digital receptionist. This way, an
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administrative team does **not** have to be available around the clock.
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There is even the option to route callers, depending on where they are calling from in the world,
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thus maximizing efficiency.
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.. important::
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For more information on basic dial plans, and how to add elements, visit :doc:`dial_plan_basics`.
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.. warning::
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Using a browser add-on for spelling may hinder the use of the visual editor in dial plans. Do
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**not** use a translator with the Axivox management console.
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Advanced elements
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=================
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In Axivox dial plans (as described in :doc:`dial_plan_basics`), there are two advanced elements that
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can be used.
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- :guilabel:`Record`: recording feature is enabled (requires plan change, enabled in Axivox
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settings).
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- :guilabel:`Caller ID`: replace the caller ID by the called number or free text.
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To add one of these elements, navigate to the :guilabel:`Dial plans` page, located in the menu on
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the left side of the `Axivox management console <https://manage.axivox.com>`_.
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Next, click on the :guilabel:`Visual Editor` button to the right of the desired dial plan to edit
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it. Finally, open the :guilabel:`New element` drop-down menu, select the element, and click
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:guilabel:`Add`.
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.. image:: dial_plan_advanced/visual-editor.png
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:align: center
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:alt: Visual editor for a dial plan in Axivox, with Add and the dispatcher element highlighted.
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For more information, visit :ref:`voip/axivox/dial_plans`.
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.. important::
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The :guilabel:`Record` element records calls that are routed through this element, and requires
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an additional plan change in Axivox.
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To enable recording on Axivox, navigate to :guilabel:`Settings` in the `Axivox management console
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<https://manage.axivox.com>`_. Then, go to the :guilabel:`Recording` drop-down menu, near the bottom
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of the page. From there, select :guilabel:`Enabled` from the drop-down menu to enable recording
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using the :guilabel:`Record` element in a dial plan.
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.. tip::
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If the :guilabel:`Recording` drop-down menu is unavailable and unable to change, then consult
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Axivox to enable the feature.
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The :guilabel:`Caller ID` element allows for the replacement of the caller ID downstream, after
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routing.
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Upon adding the :guilabel:`Caller ID` element to the dial plan, and double-clicking it to configure
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it, two options appear.
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The first is a :guilabel:`Free text` field, where any text can be input to replace the caller ID.
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The second option is :guilabel:`Replace the caller ID by the called number`. This option replaces
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the caller's ID with the :guilabel:`Incoming number`.
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.. tip::
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A company may want to use the :guilabel:`Caller ID` element to replace the :guilabel:`Incoming
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number`, so employees, or outside transfers, cannot see the number, and information is kept
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private.
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Basic routing elements
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======================
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Basic routing elements in Axivox dial plans provide extension-based routing. This can be done by
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adding either a *Menu* to numerically link the dial-by-numbers to an action, or by using a *Digital
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Receptionist* to automatically route or listen for an extension, based on a key input from the
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caller.
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The main difference between the two elements is that the *Digital Receptionist* does **not** need to
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be pre-configured numerically with actions. Instead, it acts as a virtual receptionist.
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- :guilabel:`Menu`: add a dial-by-number directory and configured downstream actions (not
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terminal). For example, a dial-by-numbers function could feature an element, wherein clicking '2'
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takes the caller to the element linked to '2' on the Menu element in the dial plan.
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- :guilabel:`Digital Receptionist`: attach a virtual dispatcher to listen for extensions.
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To add one of these elements, navigate to the :guilabel:`Dial plans` page, located in the menu on
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the left side of the `Axivox management console <https://manage.axivox.com>`_. Next, click on the
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:guilabel:`Visual Editor` button to the right of the dial plan, to edit the dial plan. Then, open
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the :guilabel:`New element` drop-down menu, select the element, and click :guilabel:`Add`.
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For more information, visit :ref:`voip/axivox/dial_plans`.
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Digital receptionist scenario
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-----------------------------
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The *Digital Receptionist* element is a listen-feature that accurately routes callers through a dial
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plan, based on the extension they enter, via the key pad.
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Set a *Digital Receptionist* to eliminate the need of a team, or live receptionist, to be on-call
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all the time. With that element in place, calls now reach their destination, without a real person
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interjecting.
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After adding the :guilabel:`Digital Receptionist` element to a dial plan, connect the appropriate
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endpoints, and double-click on the element to set the :guilabel:`Timeout` on the
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:guilabel:`receptionist` pop-up window that appears.
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The :guilabel:`Timeout` can be set in `5` second increments, from `5` seconds to `60` seconds.
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.. important::
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The :guilabel:`Digital Receptionist` element **requires** a :guilabel:`Play a file` element on
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either side of it, to explain what action to take, and when a wrong extension is entered.
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.. example::
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While customizing a dial plan in a :guilabel:`Dialplan Editor` pop-up window, add a
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:guilabel:`Menu` element, with a :guilabel:`Greeting message` that might read, `Press star to
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dial an extension`.
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Then, on the :guilabel:`Menu` element, for the :guilabel:`* (star)` option, link a
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:guilabel:`Play a file` element, that plays an :guilabel:`Audio message` saying, 'Enter the
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extension of the person you are trying to reach'.
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Following the first :guilabel:`Play a file` element, add the :guilabel:`Digital Receptionist`
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element, followed by another :guilabel:`Play a file` element, which states, 'That is not a valid
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extension'.
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This last element is in place to close the loop, should the caller not enter a correct extension.
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Finally, this last :guilabel:`Play a file` element is looped back into the :guilabel:`Menu`
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element.
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.. image:: dial_plan_advanced/receptionist.png
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:align: center
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:alt: A digital receptionist element highlighted in an example dial plan.
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.. important::
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Dial plan elements can be configured by double-clicking them, and selecting different features
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of the Axivox console to them.
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For example, an :guilabel:`Audio message` needs to be made, and then selected in a
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:guilabel:`Play a file` or :guilabel:`Menu` element.
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For more information, see this documentation :ref:`voip/axivox/audio_messages`.
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Advanced routing elements
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=========================
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Advanced routing elements route calls automatically as they are received into the incoming
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number(s). This can be configured using geo-location, whitelisting, or time-based variables. Calls
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pass through a filter prior to their final destination, and are routed, based on the set
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variable(s).
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The following are advanced routing elements:
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- :guilabel:`Dispatcher`: create a call filter to route traffic, based on the geo-location of the
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caller ID.
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- :guilabel:`Access List`: create a tailored access list, with VIP customer preference.
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- :guilabel:`Time Condition`: create time conditions to route incoming traffic around holidays, or
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other sensitive time-frames.
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.. tip::
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Whitelisting is a technical term used to create a list of allowed numbers. Conversely,
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blacklisting is used to create a list of denied numbers.
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To add one of these elements, navigate to the :guilabel:`Dial plans` page, located in the menu on
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the left side of the `Axivox management console <https://manage.axivox.com>`_. Next, click on the
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:guilabel:`Visual Editor` button to the right of the dial plan, to edit the dial plan. Then, open
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the :guilabel:`New element` drop-down menu, select the element, and click :guilabel:`Add`. For more
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information, visit :ref:`voip/axivox/dial_plans`.
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Dispatcher scenario
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-------------------
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A *Dispatcher* element is a dial plan feature that directs calls, based on region or geo-location.
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In most cases, the :guilabel:`Dispatcher` element in a dial plan is linked to the :guilabel:`Start`
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element, in order to filter or screen calls as they come into an incoming number.
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Double-click the :guilabel:`Dispatcher` element in the :guilabel:`Dialplan Editor` pop-up window to
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configure it.
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This element checks numbers (routed through this element), according to regular expressions. To add
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a regular expression, click :guilabel:`Add a line` on the bottom of the :guilabel:`Dispatcher`
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pop-up window.
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Then, under :guilabel:`Name`, enter a recognizable name to identify this expression. This is the
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name that appears in the :guilabel:`Dispatcher` element on the dial plan showcased in the
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:guilabel:`Dialplan Editor` pop-up window.
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In the :guilabel:`Regular expression` field, enter the country code, or area code, which Axivox
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should route for incoming calls. This is especially helpful when a company would like to filter
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their customers to certain queues, or users based on the customer's geo-location.
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To specify all numbers behind a certain country code, or area code, include `\d+` after the country
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code, or country code + area code.
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.. image:: dial_plan_advanced/dispatcher.png
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:align: center
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:alt: Dispatcher configuration panel, with name, regular expression and add a line highlighted.
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.. example::
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- `02\\d+`: validates the numbers starting with `02`
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- `00\\d+`: validates all numbers beginning with `00`
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- `0052\\d+` validates all numbers beginning with `0052` (Mexico country code)
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- `001716\\d+`: validates all numbers beginning with `001716` (USA country code + Western New York
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area code)
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.. tip::
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A regular expression (shortened to "regex" or "regexp"), sometimes referred to as a "rational
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expression," is a sequence of characters that specifies a match pattern in text. In other words,
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a match is made within the given range of numbers.
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When the desired configurations are complete on the :guilabel:`Dispatcher` pop-up window, be sure to
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click :guilabel:`Save`.
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Upon doing so, the :guilabel:`Dispatcher` element appears with different routes available to
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configure, based on the :guilabel:`Regular Expressions` that were set.
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Attach these routes to any :guilabel:`New element` in the :guilabel:`Dialplan Editor` pop-up window.
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By default, there is an :guilabel:`Unknown` path that appears on the :guilabel:`Dispatcher` element
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after setting at least one :guilabel:`Regular Expression`.
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Calls follow this route/path when their number does not match any :guilabel:`Regular Expression` set
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on the :guilabel:`Dispatcher` element.
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.. image:: dial_plan_advanced/dispatcher-element.png
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:align: center
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:alt: Dial plan with dispatcher element highlighted.
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Time condition scenario
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-----------------------
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When a :guilabel:`Time Condition` element is added to a dial plan, it has a simple :guilabel:`True`
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and :guilabel:`False` routing.
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After adding the :guilabel:`Time Condition` element to a dial plan, double-click it to configure the
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variables. :guilabel:`Hour/Minute`, :guilabel:`Days of the week`, :guilabel:`Day of the month`, and
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:guilabel:`Month` can all be configured.
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If the time which the caller contacts the incoming number matches the set time conditions, then the
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:guilabel:`True` path is followed, otherwise the :guilabel:`False` path is followed.
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.. example::
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For a company that is closed yearly for the American Independence Day holiday (July 4th) the
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following time conditions should be set:
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- :guilabel:`Hour/Minute` - `0:0 to 23:59`
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- :guilabel:`Day of the week` - `All to All`
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- :guilabel:`Day of the month` - `From 4 to 4`
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- :guilabel:`Month` - `July`
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The :guilabel:`Time Condition` element is especially useful for holidays, weekends, and to set
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working hours. When a caller reaches a destination where they can be helped, either with a real
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person or voicemail, this reduces wasted time and hangups.
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.. image:: dial_plan_advanced/time-condition.png
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:align: center
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:alt: Time condition element set in a dial plan on Axivox. Time condition is highlighted.
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.. important::
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To set the :guilabel:`Timezone` that the :guilabel:`Time Condition` operates under, navigate to
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`Axivox management console <https://manage.axivox.com>`_, and click :guilabel:`Settings` in the
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menu on the left. Then, set the :guilabel:`Timezone` using the second field from the bottom, by
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clicking the drop-down menu.
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Access list scenario
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--------------------
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An *Access List* element in a dial plan allows for the routing of certain numbers, and disallows
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(denies) other numbers.
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After adding an :guilabel:`Access List` element to a dial plan, it can be configured by
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double-clicking on the element directly in the :guilabel:`Dialplan Editor` pop-up window.
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Two fields appear where regular expressions can based in the :guilabel:`Allow` and :guilabel:`Deny`
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fields of the :guilabel:`Access List` pop-up window.
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.. example::
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For a very important customer, their number can be set in the :guilabel:`Allow` field, and these
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callers can be sent directly to management.
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.. tip::
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A regular expression (shortened to "regex" or "regexp"), sometimes also referred to as a
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"rational expression," is a sequence of characters that specifies a match pattern in text.
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.. image:: dial_plan_advanced/access-config.png
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:align: center
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:alt: Access list element configuration with the allow/deny fields highlighted.
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.. example::
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- `2\\d\\d`: validates numbers from `200 to 299`
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- `02\\d*`: validates all numbers beginning with `02`
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- `0017165551212`: validates the number (`0017165551212`)
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After setting the :guilabel:`Allow` and :guilabel:`Deny` fields with regular expressions or numbers,
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click :guilabel:`Save` on the :guilabel:`Access List` pop-up window.
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Then, on the :guilabel:`Access list` element in the dial plan, three paths (or routes) are available
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to link to further actions.
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Unknown calls can be routed through the regular menu flow by adding a :guilabel:`Menu` element, and
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connecting it to the :guilabel:`Unknown` path. :guilabel:`Refused` calls can be routed to the
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:guilabel:`Hang up` element. Lastly, :guilabel:`Authorized` callers can be sent to a specific
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extension or queue.
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.. image:: dial_plan_advanced/access-list.png
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:align: center
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:alt: Access list element highlighted in an example dial plan.
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Switches
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========
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A *Switch* element in Axivox is a simple activated/deactivated route action.
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These can be activated or chosen quickly, allowing for quick routing changes, without altering the
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dial plan.
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Alternate routes can be configured, so that in a moments notice, they can be switched to. This could
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be for new availability, or to adjust traffic flow for any number of reasons.
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Axivox allows for a simple on/off switch, and a multi-switch, which can have several paths to choose
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from.
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- :guilabel:`Switch`: a manual on/off control that can divert traffic, based on whether it is opened
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(on) or closed (off).
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- :guilabel:`Multi-Switch`: a mechanism to create paths, and turn them on and off, to divert
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incoming calls.
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Basic switch
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------------
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A :guilabel:`Switch` can be set in the `Axivox management console <https://manage.axivox.com>`_ by
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navigating to :guilabel:`Switches` in the left menu. To create a new switch click :guilabel:`Add a
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switch` from the :guilabel:`Switches` dashboard, configure a :guilabel:`Name` for it, and click
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:guilabel:`Save`.
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Then, toggle the desired switch to either :guilabel:`On` or :guilabel:`Off`, from the
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:guilabel:`State` column on the :guilabel:`Switches` dashboard.
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This :guilabel:`On` / :guilabel:`Off` state automatically routes traffic in a dial plan, in which
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this switch is set.
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The traffic travels to the :guilabel:`Active` route when :guilabel:`On` is toggled in the switch.
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The call traffic travels to the :guilabel:`Inactive` route when :guilabel:`Off` is toggled in the
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switch.
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Changes can be made on the fly, just be sure to click :guilabel:`Apply changes` to implement the
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them.
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Add a switch to dial plan
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~~~~~~~~~~~~~~~~~~~~~~~~~
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To add a :guilabel:`Switch` to a dial plan, navigate to `Axivox management console
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<https://manage.axivox.com>`_, and click on :guilabel:`Dial plans` in the left menu. Then, click
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:guilabel:`Visual Editor` next to the desired dial plan to open the :guilabel:`Dialplan Editor`
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pop-up window.
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Then, from the :guilabel:`New element` drop-down menu, select :guilabel:`Switch`, and then click
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:guilabel:`Add`. Double-click on the element to further configure the :guilabel:`Switch` element.
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.. image:: dial_plan_advanced/switch.png
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:align: center
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:alt: Switch configuration in a dial plan, with inactive and active routes highlighted.
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Multi-switch
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------------
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A *Multi-Switch* element in Axivox is a switch where multiple paths can be configured, and switched
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between.
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To configure and set a :guilabel:`Multi-Switch` element, navigate to `Axivox management console
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<https://manage.axivox.com>`_. Then, click on the :guilabel:`Switches` menu item in the left menu.
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Toggle to the :guilabel:`Multi-switch` tab to create, or set, a pre-configured
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:guilabel:`Multi-Switch` element.
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To create a new :guilabel:`Multi-Switch`, click :guilabel:`Create new`. Then, enter a
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:guilabel:`Name` for the element, and then enter the :guilabel:`Available choice`. Enter one
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:guilabel:`Available choice` per line. Do **not** duplicate any entries.
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Remember to click :guilabel:`Save` when done.
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To select the :guilabel:`State` of the :guilabel:`Multi-Switch`, click the drop-down menu next to
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the :guilabel:`Multi-Switch` name, under the :guilabel:`Multi-switch` tab on the
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:guilabel:`Switches` dashboard.
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The :guilabel:`State` chosen is the route that is followed in the dial plan. The :guilabel:`State`
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can be edited on the fly, just be sure to click :guilabel:`Apply changes`.
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Add a multi-switch to dial plan
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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To add a :guilabel:`Multi-Switch` element to a dial plan, navigate to `Axivox management console
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<https://manage.axivox.com>`_, and click :guilabel:`Dial plans` in the left menu.
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Then, select or create a dial plan. Next, click :guilabel:`Visual Editor` on the desired dial plan.
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On the :guilabel:`Dialplan Editor` pop-up window that appears, click on the :guilabel:`New element`
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drop-down menu, and select :guilabel:`Multi-Switch`. Then, click :guilabel:`Add`. Double-click on
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the element to further configure the :guilabel:`Switch` element.
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.. image:: dial_plan_advanced/multi-switch.png
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:align: center
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:alt: Multi-switch configuration in a dial plan, with chosen route highlighted.
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