Overview
The Dial-by-Name Directory allows callers to search for users in your phone system by entering the first few letters of their name on their keypad.
This feature is commonly used in Auto Attendants to help route callers to the right person without needing to know their extension.
How Dial-by-Name Works
When enabled, callers can:
Enter the first few letters of a user’s first or last name
Be presented with matching results
Select the correct user and be routed to their extension
For this to work properly, each user must:
Be included in the directory
Have their name recorded
How to Set Up the Dial-by-Name Directory
Go to Extensions
Select the Edit icon next to Extension 8
Ensure each employee's extension toggle is enabled if they want to be a part of the dial-by-name directory
Click Close
How to Record a Name for the Directory
Each user must record their name so it can be played when a caller selects them. The recording of the employee’s name is managed in the Employee Extension’s settings.
To record or upload the name:
Click Edit on the employee extension.
Navigate to Dial Directory
Here, you can upload or record the name for the extension
Tip: Speak slowly and clearly so callers can easily recognize your name.
Why an Extension May Not Appear in the Directory
If a user is missing from the Dial-by-Name Directory, check the following:
Directory Inclusion Disabled
The extension is not enabled for the directoryNo Name Recorded
The system may not include users without a recorded nameExtension Not Properly Configured
Missing or incomplete user details (missing first name and last name fields)Recent Changes Not Saved
Updates may not have been saved or applied yet
After making updates, test the directory to confirm the user appears correctly.
Best Practices
Ensure all users record their names
Keep names consistent and properly spelled
Make sure your Greeting offers callers access to the directory (e.g., “Press 8 for our dial-by-name directory”).
Only include extensions that should be publicly reachable
Test the directory after setup to confirm accuracy
ⓘ Still confused? Having trouble?
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