Mike's PBX Cookbook

Service Directory Numbers

There are two types of Service Directory Number (SDN's):

Inbound
Required for dialable services, the number a caller dials to access a service. These are the ones we're interested in for creating dialable services or applications.
Outbound
Automatically added by the system to place outgoing calls. You cannot use CallPilot Manager to create or modify outbound SDNs.

Inbound SDN's:

A Service Directory Number (SDN) is defined for every service or application that is to be directly accessed by callers. It is equivalent to the Voice Services DN (VSDN) table in Meridian Mail.

Call Pilots treatment of an incoming call:

  1. Call Pilot attempts to find a match for the dialed number in the SDN table.
    - if a match is found, the caller receives the prompts and call handling associated with the application.
  2. If there is no match in the SDN table, a match is attempted in the mailbox directory.
    - if a match is found, the caller receives the prompts and call handling associated with that users voice mail.
  3. If the dialed number is not matched to a SDN number or a mailbox user, the caller hears, "You have been forwarded to a voice messaging service, but the person at the extension dialed does not subscribe to this service. Transferring to an attendant."

The Service Directory Number (SDN) Table:
[System] ➤ [Service Directory Number] CP_SDN_1.png

Adding inbound Service Directory Numbers (SDNs):

To make a custom application available to mailbox owners or callers, add the SDN to the CallPilot SDN Table. When a custom application becomes obsolete, delete the SDN. You must know the Controlled DN (CDN) or Phantom DN configured on the switch for the service you are adding.

The SDN Details page is used to add new SDNs or modify existing ones:
[System] ➤ [Service Directory Number], click on an SDN to edit, or click NEW to create. CP_SDN_2.png

Click NEW, and enter the following details:

Service DN
Used to access this service - this DN is programmed as an ACD or Phantom DN in PBX.
Application Name
The drop-down box lists the available features and applications. You application must have previously been built and saved in the Application builder. If it doesn't appear in the drop-down list, its not finished.
Minimum Channels
Use to reserve channels for this service. A zero setting (default) reserves no channels. Note: The sum of all minimum channels in the SDN table cannot exceed the total number of channels on the system.
Maximum Channels
Use to limit the number of channels a service can use. Call Pilot queues calls when the maximum limit is reached. A zero setting disables the service.
Mailbox Number
To express message to a specific mailbox enter a DN (under Session Profile).

The PBX forwards the SDN to the CallPilot CDN, either via an ACD with NCFW (Night Call Forward) and MAXP 1, or a Phantom DN with FTR DCFW (Default Call Forward). The Phantom DN method is prefered for CallPilot, although either works.

Maximum number of SDNs that you can add for each CallPilot server:

Forwarding to the SDN with an ACD:

An ACD with a MAXP of 1 will follow the Night Call Forward DN (NCFW), eg the Callpilot CDN. This gets the dialed number to the SDN table where a hit is matched to an application. 

LD 23
REQ	NEW
TYPE	ACD	
ACDN	XXXX	           DN entered in the SDN table with the application
MWC	NO
MAXP	1
NCFW	XXXX               the callpilot CDN

If no match is found, callpilot will respond with: "You have been forwarded to a voice mail system, however the person at extension XXXX does not subscribe to this service"... the fix is to add the SDN entry pointing to the desired application!

When printing in LD 23, at REQ, enter LST to list all ACD's/CDN's, or PRT for specific ACD/CDN details.
Any ACD with a MAXP of 1, and NCFW set to the Callpilot CDN will probably have SDN entry.

Outbound SDN's:

You cannot add or delete an outbound SDN in CallPilot Manager. Outbound SDN's are added automatically by the system to place outgoing calls, and should not be interfered with.