Prefix overrides

Who should read this article: Administrators

Rewrite the destination (dialed) number of outbound calls by prefix before each call is placed. Define pairs of a Number prefix to match and an Override prefix to replace it.

Refer to Features tab for how to switch the feature on.

Introduction

The Prefix override feature enables you to modify the destination number of outbound calls by matching and replacing its leading digits. For each outbound call, Voiso removes the longest matching prefix from the start of the dialed number and prepends a replacement prefix in its place, then routes the call as usual. The rewrite happens before the call is placed and before billing, so the call is routed, recorded, and rated against the rewritten number.

The Prefix override feature is available for all contact center plans and applies to all outbound call types, including click-to-call and Dialer campaigns. Any user who can access Administration > System settings can enable the feature and manage prefix pairs; no separate permission is required.

The Prefix override page

To manage prefix pairs, from the Voiso navigation bar, navigate to Outbound > Prefix override. The page displays a table of prefix pairs with the following columns:

How prefix rewriting works

For each outbound call, Voiso compares the start of the dialed number against every Number prefix in the table and applies the rule as follows:

1. Find the longest number prefix that matches the start of the dialed number.
2. Remove that number prefix from the start of the number.
3. Prepend the paired override prefix.
4. Place the call using the resulting number.

The rewrite is anchored to the start of the number, and it is applied only once — Voiso does not re-check the rewritten number against the table.

For example, with a pair that maps number prefix 54 to override prefix 549, dialing 541381377587 places the call as 5491381377587.

When more than one number prefix matches, the longest one wins. With pairs 541 and 54138, dialing 541381377587 uses the 54138 pair, because it is the longer match.

Adding a prefix pair

To add a prefix pair, follow these steps:

1. From the Voiso navigation bar, navigate to Outbound > Prefix override.
2. Click Add to display a new pair row.
3. In the Number prefix field, enter the leading digits to match and remove.
4. In the Override prefix field, enter the digits to prepend. Leave this field empty to remove the matched prefix without prepending anything.
5. Click Save.
   The following rules apply to both fields:

• Values may contain digits only — no letters, symbols, special characters, or spaces.
• Each value may be at most 50 digits long.
• Number prefix must contain at least one digit.
• Override prefix may be empty. An empty override prefix removes the matched number prefix and prepends nothing.
• Each Number prefix must be unique. Adding a second pair with a number prefix that already exists is rejected.

Editing a prefix pair

To edit a prefix pair, change the values in its Number prefix or Override prefix field, then click Save. Changes take effect on the next matching call.

Deleting a prefix pair

The rewrite is anchored to the start of the number, and it is applied only once — Voiso does not re-check the rewritten number against the table.

For example, with a pair that maps number prefix 54 to override prefix 549, dialing 541381377587 places the call as 5491381377587.

When more than one number prefix matches, the longest one wins. With pairs 541 and 54138, dialing 541381377587 uses the 54138 pair, because it is the longer match.