Dial By Name

Last Updated : Jan 28, 2020 |
Prolog information
Metadata
Keywords:
This action allows callers to dial the name that want and then hear a list of matches from which they can make a selection. For example, To select from a list of names, press 1.
Callers selecting this option are asked to dial the name of the user they require and then press #. They then hear a list of possible matches from which they can make a selection. The list uses the recording mailbox name prompts of matched users.
  • The name matching uses the auto-attendant’s Name Match Order setting to either match against first or last names.
  • The name used for matching is the user’s Full Name if set, otherwise their Name is used.
Users are excluded from matching if they:
  • Are marked as Ex Directory in their user settings.
  • Do not have a recorded mailbox name prompt. Normally user’s are asked to record a name when they first access their mailbox. See Recording User Name Prompts.
Dial By Name assumes that a standard ITU lettered dialing pad is being used.

How Dial By Name works

  1. The caller is prompted to dial the name they require and then press #.
    • For example: Dialing 527 matches names starting with JAS (for example "Jason") and KAR (for example "Karl").
    • Callers can also press *# to exit without making a selection.
  2. Depending on the number of matches found:
    • If no matches are found, the caller is given the option to retry.
    • If 10 or less matches are found, the matching mailbox name greetings are played as part of a list. For example, ”Press 1 for …, Press 2 for …, Press 3 for …”.
    • If more then 10 matches are found, the caller is prompted to either press # to hear the first 10 matches or to dial more characters to reduce the number of matches. If they select to play the list, after each set of 10 matches they can either make a selection or follow the prompts for other options.

Action Settings

Key
Description
Speech Recognition Keywords
This option is only available on subscription mode systems and when Speech AI is set to a specific language. It allows the action to be triggered by speech recognition of keywords.
  • The keywords must be unique. The same word cannot be used for another key.
  • Up to 3 keywords are supported per key, separated by commas. Note that using more keywords in total reduces the chances of a match.
  • Avoid using proper names. These are less likely to be matched as they may not match existing words in the speech recognition dictionaries used by Google.
  • Encourage matches by ensuring that the keywords are part of the announcements played to callers. For example, Say whether you want Sales or Support rather than Say what department you want.
Consent Directive
When a caller selects a particular action, the actions Consent Directive value is included in the system logs. These options allow you record whether the caller has indicated their consent to some action, for example call recording.
See Auto-Attendant Consent Example.
  • Consent Not Applicable – Indicates that the caller has not been prompted to select whether they consent to call recording.
  • Consent Given – Indicates that the caller has been prompted for their consent and has consented.
  • Consent Denied – Indicates that the caller has been prompted for their consent and has not consented.
Related links
Voicemail Pro Auto-Attendant Actions