Configure internal extension for IVR in Genesys Cloud

Imagine that you need to setup an internal extension that will point to IVR flow.

The official documentation is not clear on this topic and it may seem that this is not supported.

I found a method that allows me to achieve it.

***

Let's say that in your dialplan you want to have a range of internal extensions that will be used to send calls to different IVR flows.

For example: 6XXX.

Step 1.

Go to configuration of the Site where your user phones are.

Click Edit Site and open Number Plans page

Step 2.

Add a new Number Plan and configure it this way:

• Number Plan Name:  Internal  (or name it the way you like)
• Match Type: Regular Expression
• Match Expression: ^(6\d{3})$
• Normalized Number Expression: sip:$1@localhost
• Classification: Internal (or use default one Extension)
• to create a new classification - just type new name instead of selecting existing

Regular expression ^(6\d{3})$ - means a number that starts with 6 and has 3 digits after, so exactly what we need 6XXX.

Move it in the list so that it is somewhere at the top, let's say after Emergency but before Extension.

Step 3.

Now we will add new call route:

Example:

• Name: 6001 - this is your internal extension
• Regular routing - All Calls  --  TestFlow01   (name of your IVR flow)  

You can add additional routes the same way (for example 6002, 6003, etc...)

Step 4.

The last step - let's test it.

In dialpad enter 6001. You should hear your IVR flow.

*********

You might ask - how does it work?

Well, maybe it is documented somewhere (but I did not find it). But I found out that Genesys Cloud allows you to dial the following entities by name:

• Call Flow
• Call Route
• Queue

You can test it yourself.

In dialpad enter the name of your call flow or enter the name of any call route. Even if it contains characters Genesys Cloud will allow you to dial it.