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  • 1.  a dial plan entry was not found for an outgoing call attempt

    Posted 10-29-2025 07:23
    No replies, thread closed.

    I am getting the following error when i try and dial an international number which is "a dial plan entry was not found for an outgoing call attempt". I have created an international number plan which is inter country and which matches any country code except the current site and with the classification of international.

    I have also enabled a default outbound route and added classifications of Emergency, National , Network AND International and have tried to dial an Australian number from the UK but when I simulate the call I am getting the result of No number plan was found matching the address "tel:+11.........".

    Any ideas on how to fix this ?.


    #ArchitectandDesign
    #Implementation
    #Outbound
    #Telephony

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    richard craig
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  • 2.  RE: a dial plan entry was not found for an outgoing call attempt

    Posted 10-29-2025 08:48
    No replies, thread closed.

    Hi Richard,

    From your description, the configuration seems correct, create the Number Plan, add the classification, and then include it in the Outbound Routes with an outbound trunk.

    In this case, the issue might be happening because the call is being routed through a Number Plan that comes before the one you created, which doesn't have an outbound route configured.

    On the site, when you use the "Simulate Call" option, does the call go through the Number Plan you created?

    For international calls, in our case we use the following regular expression:

    ^00(\d{8,15})$

    The 00 tells the system that it's an international call.



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    Elisson Fernandes
    Coordenador De Sustentação
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  • 3.  RE: a dial plan entry was not found for an outgoing call attempt
    Best Answer

    Posted 10-29-2025 09:18
    No replies, thread closed.

    Hello Richard, 

    We can start with a couple of things to check. First would be the number plan, verify that your international number plan is properly configured with the following settings:

    • Ensure the "Match any country code except the current Site's country code" is correctly selected. 
    • Confirm the "Classification is set to "International"
    • Make sure the number plan is active

    The second would be the number plan order. Check the order of your number plans in the list. Genesys Cloud processes number plans from top to bottom. Consider moving the international number plan higher in the list if it's not being matched. 

    Third, check the number format. Ensure the dialed number are in the correct format, E.164 format. For Australian numbers, they should start with +61. The error message suggests the system is seeing "+11" this appears incorrect for an Australian number. 

    Lastly, check the outbound route configuration. While you added the correct classifications (emergency, national, network and international), verify that:

    • The outbound route is properly associated with your edge device
    • The classifications are properly mapped to the correct external trunks
    • The route is set as the default route. 

    Some troubleshooting steps that you can follow. Use the call simulator with these formats:

    • Try the full E.164 format for Australian numbers
    • Ensure there are no spaces or special characters in the number
    • Check the edge logs for more detailed error messages. 

    Hope this helps!

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 4.  RE: a dial plan entry was not found for an outgoing call attempt

    Posted 10-29-2025 09:23
    No replies, thread closed.

    when we have tested the number using the +61 and I have simulated it and it doesn't produce the same error and therefore it might be down to the way we were dialling the number. I can see the call going out the platform and dialling the number. The number rang a couple of times and disconnected but I think that might be more an issue with the number and no the outbound route 



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    richard craig
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    Original Message


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