Dial plan

Written by Last updated: January 29, 2019

What is a Dial plan?

You can find dial plans in Freedom. Here, you can set up what happens when your phone number is called. If you haven’t set up a dial plan, nothing will happen when your number is called.

  • Find Dial plan in the menu bar and click on add.
  • Add a description if desired.
  • Choose the phone number you want to make the dial plan for under suggestions and go to step 2.   

Now you can begin to set up your dial plan.

  • In the first pulldown menu, indicate what you want to set up; for example, a VoIP-account, Fixed/Mobile, or a Call group.
  • In the second pulldown menu, choose which VoIP-account or call group you want to ring.
  • The ring time indicates how long you want your device to ring.
  • Click the plus sign on the left side to add an extra step.
  • Click on the 3 dots of the right-hand side to change the step, delete it, or move it higher or lower on the list.
  • When setting up a notification, you will see a play button on the right side of the step. Click here to hear the sound.
  • On the right side of the steps “time group” and “call group”, you will see a triangle. Click here to see more information about the item.


  • We suggest that you don’t let the caller wait for more than 30 seconds before someone answers the phone.
  • Switching to an external number has a set-up time. It takes about 5 seconds to switch to a mobile number and about 2 seconds to switch to a landline. Take that into account in your dial plan.
  • If a VoIP account isn’t available or is set to DnD (Do not Disturb), the dial plan automatically moves on to the next step of the plan. When the corresponding account is in a call group, the call is sent to the other devices in the group.
  • Some functionalities are only available when regarding the first step in the dial plan, like Opening hours, Filter and the IVR.


Here are a few examples of common dial plans.

A dial plan with users

This is the ideal solution for freelancers. By choosing a user in the dial plan, its easier to switch between being reached on your mobile device or on your landline. You can read more about how to do this in the users help guide.

A dial plan with call groups

By using call groups, you can direct the call to go to different devices (mobile or landline) at the same time. The call group help guide has more information about this. In the unlikely event that no one is able to answer, you can also direct the call to a voicemail. The voicemail help guide gives instructions on how to record a voicemail message.

Want to know more?

Dial plans have endless possibilities. Do you want to try things out while keeping your phone line free? Make a Routing template. Then you can test for yourself the best way to keep your organization as reachable as possible. You can select the Routing template when creating the dial plan for your phone number.



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