Symptom or Need

The client needs to configure a prefix/code to ensure successful outbound call management. There is a need to standardize dialing so the system can recognize destinations and correctly route calls to the telephone provider.

Context / Scenarios

The configuration of prefixes and area codes ensures the correct management, standardization and routing of telephone numbers.
This type of request is common in the following scenarios:
• Telephony implementations (VoIP / Contact center):
When it is necessary to automatically add country codes, configure initial dialing rules and automatic exit prefixes.
• Operations with international reach:
In cases where the client requires standardizing numbers in international format to manage contacts in multiple countries.
• Integrations with communication channels (WhatsApp, SMS, CRM):
When the client requires the inclusion of country codes to ensure message delivery or the correct identification of contacts in external databases.
• Database loading or migration:
It is necessary to normalize the numbers during import processes to avoid duplications, inconsistencies, or marking errors.
• Automation and Routing:
When the system uses the call sign as a variable to segment contacts, route interactions, or apply business rules based on the user's geographic location.

Answer or Solution

Prerequisite: There must be an established and functional outbound trunk line.

1. Initial validations
Before configuring the route, identify the trunk type:
• For basic trunk lines:
If there is no established trunk line: the customer must provide:
or Trunk line name
or Username and password (if required)
or The Proxy or Host
o Codecs for RTP negotiation.

Trunk established: Validate that the trunk status is Active .

• For advanced trunk lines:
The configuration script must be validated directly with the client.

2. Route and prefix configuration

Step A: Add the route:
1. In the configuration module, proceed to add the path .
2. Validate with the client and fill in the Route Type field (usually lcrs).
3. Check with the client and assign a route name that is easily identifiable.
4. Click on the Add route button.

Step B: Add the prefix (Dial Plan)

Important note: All prefixes created in wolkvox must start with the number 9, regardless of whether the telephone is owned by the company or the customer.
Please fill in the following fields:
or Prefix : Example: 9, 905, 901, etc.
Destination : Assign the required name (you can use the same name as the route. Example: wolkvox exit).
or Rate : This field can be left as default.
or Route ID: A drop-down list is displayed with the previously created routes. Select the route created in Step A from the list.
 

Step C: Trunk Completion and Linking

Once the prefix has been created:
1. Go to the Routes tab.
2. Select the created path and right-click on it.
3. Select the Add trunk option in the route.
4. Trunk Field: Select the physical trunk (existing or newly created) from the drop-down list.
5. Add prefix field: Add here the country code or prefix that the customer provided for their dial plan (this is the number that the final telephone exchange will receive).
Note: This can be left blank if the plant does not require additional prefixes .
6. Remove Prefix Field: Enter the prefix selected in Step B (example: 9, 905, 901). The system will remove this digit to send the call to the provider without any issues.
7. Complementary Fields:
or Cost: By default (optional depending on the client's requirement).
o Caller ID: Only complete if the customer requires displaying a specific number.
or SIP Header / Active token ID Call: Leave as default.

Possible Causes

• Routing failure: The configured prefix does not start with the number 9.
• Calls rejected by the carrier: The " Remove prefix " field was not configured correctly, sending the internal digit ( 9 ) to the public network.
• Negotiation error: The codecs configured on the trunk do not match those of the provider.

Considerations

• Correctly configuring these parameters ensures interoperability between systems and improves the quality of operational data.
• The prefix 9 is a Wolkvox platform architecture rule to differentiate internal traffic from outbound routing.

Recommendations

• Perform manual dialing tests from the Wolkvox Agent after completing the configuration to confirm that the audio and signaling are correct.
• Verify that the Country Code is added only when strictly required by destination regulations or the carrier.
• Maintain a record of the prefixes used to avoid overlaps in operations with multiple trunks.