Cloud PBX - Configuring the Dial by Name directory
Synopsis
This guide outlines how to enable and configure the Dial by Name Directory to work alongside an IVR.
Prerequisite
You must have a Sherweb Cloud PBX account
When configuring an IVR, you have the option to select the "Dial by Name Directory" action. However, configuring this option alone does not define how calls should be routed within the system. The following steps can be done without a specific order but both steps must be completed for the functionality to operate accordingly.
Step 1: Configuring the dial by name directory within the IVR Menu - Selecting this option routes callers to a Dial by Name Directory. Once selected, the "Directory Intro Prompt" option becomes available, allowing you to upload a custom greeting. The greeting should typically instruct callers as follows: "Please enter the first three letters of the party's first name or press the star key to exit." Once uploaded, click “Update”.
Step 2: Recorded Name and Publishing – The system uses recorded names that have been published to route calls to the appropriate destination when Dial by Name is enabled.
When logged into the Cloud PBX Portal, navigate to “Extensions”
All available extensions will be listed in the center panel. Double-click the desired extension to open a new dialog box. Then select the “Published” radio button to enable publishing for that extension, which allows it to appear in the dial-by-name directory within the IVR.
Next, you must either upload a greeting manually or the user can simply record their name using their desk phone.
To upload the greeting manually, click on “Browse” within the recorded name setting and then select the greeting.
For the user to record their name manually, they may do so by dialing *98 (Or clicking the envelope button on the desk phone) → They must then click on 3 for personal options → 3 for greetings → 3 for recorded name. Once completed and saved, the greeting will appear within the Cloud PBX portal after a short propagation delay.
Once the above is configured, you will see a green check mark (Published Column) and the recorded name appears within the Recorded name column
Important note:
For the directory to function correctly, each extension must be configured with the user's first and last name. The directory searches extensions based on the letters entered by the caller. As a result, using a department name or job title instead of the user's name may prevent calls from being routed correctly.
For example, if Linda is the Sales Manager and callers search for her by entering the letters corresponding to "Linda," the extension should be named "Linda Smith" (or her full name) rather than "Sales Manager." If the extension is labeled "Sales Manager," the system will search for the letters associated with "Sales" instead of "Linda," and the caller may not be able to locate the intended user through the directory.
The dial by name directory should now be operational. If you experience any issues, please submit a support request to voipsupport@sherweb.com and our support agents will be pleased to assist you.