Add a dial by name directory to your menu

A company directory lets callers who don't know an extension find a person by name. They press one key in your phone menu, spell part of the name on the keypad, and get connected.

Some labels in your portal or apps may look slightly different from this guide.

Before you start

You need a phone menu to add the directory to. If you don't have one yet, start with build your main phone menu. Pick a key that isn't in use, and mention it in your greeting, for example "To reach someone by name, press 9."

Add the directory key

1. 1
   Step 1:

   Open the menu

   In the admin portal, go to IVR and edit your menu.

2. 2
   Step 2:

   Pick a key

   Find the row for the key you chose and set its Destination Type to Directory. The destination field grays out, because the directory is the destination.

3. 3
   Step 3:

   Open More Options

   Select More Options on that row to choose how the directory behaves.

4. 4
   Step 4:

   Choose how names are searched

   In Search for Name, decide whether callers search by first name, last name or either one.

5. 5
   Step 5:

   Decide what callers hear

   Tick Read Extension Number if callers should hear each person's extension read out after their name.

6. 6
   Step 6:

   Limit it to one department (optional)

   Use Department Filter to list only the people in one department, such as Sales.

7. 7
   Step 7:

   Set an exit key

   Choose an Exit Digit, such as # or 0, that lets callers leave the directory at any point.

8. 8
   Step 8:

   Save and test

   Save the menu, then call in and look yourself up.

What callers do

1. Press the directory key.
2. Type the first few letters of the name on the keypad. For Rivera, start with 7, 4, 8.
3. Listen to the match. Press 1 to be connected, or press * to hear the next match.

What to expect

• The directory uses the same timing as the rest of the menu. If callers run out of time while spelling, raise Response Timeout and Digit Timeout in the menu's advanced options.
• Callers find people by the names on their users. If someone can't be found, check how their name is spelled on their user. If it looks right and they still don't come up, contact support.