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Platform Documentation

Dialing Plans

Dialing Plans define country-specific E.164 number normalization rules. Each plan contains a country profile (country code, national prefix, international prefix) that determines how locally-dialed numbers are converted to the international E.164 format.

Overview

When a user dials a number, the dialing plan determines how to normalize it to the international E.164 format (+CountryCode followed by the subscriber number). This ensures consistent call routing regardless of how users dial (local format, national format, or full international format).

The system ships with 50 pre-configured plans covering major countries and regions. You can clone any plan to create a customized version, or create a plan from scratch.

Dialing Plan List

The grid displays all available dialing plans with:

  • Name - descriptive name of the plan
  • Country - ISO 3166-1 country code (e.g., US, GB, DE)
  • Country Code - the calling country code without + (e.g., 44 for UK, 1 for US)
  • National Prefix - prefix users dial for national calls (e.g., 0 in UK)
  • Intl Prefix - prefix users dial for international calls (e.g., 00 in UK, 011 in US)
  • Min Length - numbers shorter than this are not normalized (protects extensions, feature codes, and emergency numbers)
  • Tenants - number of tenants using this plan

Use the Clone Plan button to create an editable copy of any system plan.

Create / Edit a Dialing Plan

Name. A descriptive name for the plan.

Description. Optional description.

Country. Select the country this plan applies to.

Country Code. The ITU-T calling code without the leading +. For example, 44 for United Kingdom, 1 for United States and Canada, 49 for Germany.

National Prefix. The trunk prefix users dial before national numbers. For example, 0 in most European countries, 1 for long-distance in the US. Leave empty if the country does not use a national prefix.

International Prefix. The prefix users dial to make international calls. For example, 00 in most European countries, 011 in the US. Leave empty if not applicable.

Min Length. Numbers shorter than this threshold are passed through without normalization. This protects short internal numbers (extensions, feature codes, emergency numbers like 911 or 112) from being rewritten. Default is 4.

Assigning a Dialing Plan to a Tenant

Open the tenant form and navigate to the Dialing and Routing tab. Select a plan from the dropdown. The dialing plan provides E.164 normalization settings. The tenant can also override the plan’s E.164 settings (country code, national prefix, international prefix) if needed.

Automatic CID-Derived Normalization

If a tenant or user has an outbound caller ID in E.164 format (starting with +), the system can automatically determine the correct dialing plan from the caller ID without requiring an explicit plan assignment. The country code is extracted from the caller ID and matched against the dialing plan database.

For example, if the outbound caller ID is +442012345678, the system detects country code 44 (United Kingdom) and applies UK normalization rules automatically.

This works transparently alongside explicit plan assignment. The priority order is:

  1. Per-user E.164 override (always takes precedence when set)
  2. CID-derived plan (when the outbound caller ID starts with +)
  3. Tenant-assigned plan (explicit assignment on the tenant form)

If none of these sources provide E.164 parameters, normalization is skipped.

Per-User E.164 Override

Individual users can override the tenant’s E.164 normalization settings. On the user extension form, the E.164 Override tab allows setting a different country code, national prefix, and international prefix. When set, the user’s values take precedence over both CID-derived and tenant/plan values for that user’s outbound calls.

This is useful for remote workers or users in different countries than the tenant’s default plan.

How E.164 Normalization Works

When an outbound call is placed through a trunk with E.164 output enabled:

  1. The system loads the E.164 profile using the priority chain above (user override, CID-derived, tenant plan)
  2. Numbers shorter than the minimum length are passed through unchanged (extensions, feature codes)
  3. Numbers starting with the international prefix are converted to +CountryCode format
  4. Numbers starting with the national prefix get the prefix stripped and +CountryCode prepended
  5. Numbers starting with the country code get + prepended
  6. All other numbers get +CountryCode prepended (assumed local number)

The trunk’s E.164 Output setting controls the format: plus_e164 keeps the + prefix, e164 strips it.

Trunk E.164 Settings

Each SIP trunk has two E.164 settings on its form:

  • E.164 Output - controls the output format for outbound calls through this trunk. Options: none (no normalization), plus_e164 (output as +CountryCodeNumber), or e164 (output as CountryCodeNumber without the +). Set this based on what your SIP provider expects.
  • Normalize Inbound CID - when enabled, inbound caller IDs are normalized to +E.164 format using the tenant’s dialing plan profile. This ensures consistent caller ID display regardless of how the upstream carrier delivers the number.

System Plans vs Custom Plans

System plans are read-only and ship with the product. They cannot be edited or deleted.

Custom plans are created by cloning a system plan or by clicking Add. Custom plans can be freely edited and deleted (as long as no tenant is using them).

Each dialing plan must have a unique country code. This ensures unambiguous lookup when the system derives the plan from an E.164 caller ID. Use the tenant-level E.164 override fields if you need different normalization parameters for the same country.