Overlapping dial-plan support

Overview

The following table resumes the list of UC Suite applications that support overlapping dial plan, with possible limitations and requirements.

Please, notice that it applies to a single CUCM cluster. In a multi-cluster scenario, further requirements and limitations (not indicated here) apply.

In the next paragraph you can find some additional details about the different applications.

Technical details

Assumptions

• In the following description the term “directory number” must be intended as the real directory number registered into the Call Manager.
• The following considerations applies both to a single tenant scenario with multiple sites and a shared instance (multi-tenant) scenarios

Call Analytics:

• Driver with partition must be used to distiguish the different customers or sites. This means that:
  • All Imagicle users must be defined in the UCS with their partition name information.
    Partition can be imported from CUCM (see here for detailed instructions).
  • All extensions will be represented in reports and filters in the long format:
    <DN>.<PartitonName>  (for instance:  1019.PT_Cu20Si30-Feature)

Advanced Queuing and Attendant Console

• Advanced Queuing places consultation calls to queue agents, directly addressing their directory numbers. All of such calls are originated by AdvQue SIP trunk, so the same CSS applies to all consultation calls. As a consequence, the agents’ directory numbers must be unique, that is, you cannot have two or more agents (of different sites or customers) with the same directory number.
• Queue numbers must be unique in the system: the same queue number cannot be assigned to multiple sites or customers. The same constraint applies to queue-specific login/logout service numbers.

Phone lock and Budget Control:

• The TAPI engine must be used (the ECC mechanism cannot work in an overlapped dial-plan).
• All Imagicle users must have the MAC address field populated (manually or from CUCM) or the partition name, in order to distinguish different phones (hence users) having the same DN.

Contact Manager:

• The caller lookup feature, leveraging the ECC mechanism, can be used if only public directories are defined in Contact Manager. In facts, tenant/department directories and personal directories are not properly handled in such scenario. 
• Alternatively, the caller lookup can be done using the TAPI engine. As a consequence:
  • Sizing considerations should be done both on the CUCM cluster and Imagicle servers to support a large number of TAPI lines.
  • Only supported IP Phones can leverage this feature. Jabber Clients cannot leverage this feature
  • The MAC address information must be properly populated for every application suite user, in order to distinguish different phones (hence users) having the same DN.  
• Similarly to caller lookup feature, the Smart Numbers feature can be used if only public directories are defined in Contact Manager. Moreover, regular users should not be allowed to edit their personal or department directories, since their personal smart number could apply to other users having the same DN.

Call Recording:

• Media Forking recording (built in bridge / network based) is supported:
  • Multiple Recording profiles must be defined in the CUCM to distinguish different sites or customers.
  • The numeric user/partition id mechanism must be used to distinguish different users having the same DN.
• Dial-In recording is NOT supported:
  • The Call Recording IP Phone service cannot work properly when multiple users having the same DN are enabled to Call Recording.
  • The same happens for the automated recording service button URL. 

Digital Fax

• Digital Fax numbers should not overlap at all: different users must have different fax numbers (E.164 numbers are recommended).

VoiceMail

VoiceMail could work with the following requirements and limitations that normally are not acceptable in a real-world scenario:

• Each user must be defined with a different (unique) voicemail number.
• The telephony interface (IVR) cannot be used in an overlapped dial plan. All of the operations normally available through VoiceMail IVR should be done using the WEB interface. These include:
  • Listening to new messages
  • Deleting and archiving messages
  • Recording a new welcome prompt
  • Changing the user PIN