Dialplan

The dialplan is Asterisk’s call routing configuration — the set of rules that determine how every call is processed from the moment it arrives or is originated. Written in Asterisk’s extension configuration language (in extensions.conf or the AEL format), the dialplan defines contexts, extensions, and priorities that match call attributes and execute actions like playing audio, routing to queues, launching AGI scripts, and bridging calls.

How It Works in VICIdial

VICIdial generates most of its dialplan automatically — administrators rarely need to edit extensions.conf directly. The dialplan is organized into contexts that separate different call types: outbound dialing, inbound DID routing, agent extensions, call menus (IVRs), transfers, and internal system functions.

When VICIdial places an outbound call through the Asterisk Manager Interface, it specifies a dialplan context and extension. The call enters the appropriate context, which may include AMD processing, AGI script execution for lead lookup and agent assignment, and ConfBridge conference bridging. Inbound calls hit the DID context, which matches the called number and routes to the configured inbound group or call menu.

VICIdial’s ADMIN_area_code_populate.pl and other backend processes periodically regenerate parts of the dialplan to reflect changes made in the admin panel — such as new call menus, DID routes, and carrier configurations.

Why It Matters

The dialplan is the low-level engine that makes VICIdial’s telephony work. While most administrators interact with VICIdial through the web interface and never touch the dialplan directly, understanding its structure is valuable for troubleshooting call routing issues, implementing custom call flows, and integrating third-party systems.

Custom dialplan modifications are sometimes needed for features not natively supported by VICIdial’s admin interface — such as custom transfer logic, integration with external APIs during call processing, or specialized IVR applications. However, dialplan changes can affect all calls and should be tested thoroughly. See the VICIdial setup guide for dialplan architecture overview.