Dial by Name Action

Last Updated : Jan 25, 2022 |
Using this action, callers can enter the name of the person or group they want to contact by dialing on a keypad. The caller is then played a list of matching names from which they make a selection. The list uses the name prompts recorded by the mailbox users. For an example of the action in a call flow, see Example Call Flow.
The action is designed on the assumption that the telephone uses the ITU standard alphabet markings as shown
  • The action prompts the caller to dial the name they require and then press #. Callers can also press *# to exit without making a selection. For example, dialing 527 matches names starting with JAS (for example "Jason") and KAR (for example "Karl").
  • 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 selection list, that is, "Press 1 for …, press 2 for …, …".
  • If more than 10 matches are found, the caller is prompted to either press # to hear the first 10 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.
  • Callers can also press * to exit. Otherwise, if no entry or selection is made, the action timeouts after a minute. In both cases, the call then follows the action's False result connection.
For users or hunt groups to be included in the dial by name list, they must:
  • Have a recorded mailbox name.
  • Not be marked as Exclude from Directory in the IP Office configuration.
Prolog information
Metadata
Keywords:
Resource Id: Actions.dialbynameaction:205
  1. Click the Telephony Actions icon.
  2. Click on the callflow where you want the action placed.
  3. Connect the new action to the required result of a preceding action.
  4. Select Dial by Name.
  5. Double-click on the action to display its settings tabs.
  6. The General, Entry Prompts, Reporting and Results tabs are standard tabs available to all actions. See The Start Action and Action Settings Tabs.
  7. In the Specific tab you can select from three types of names that will be included in the list. Users and hunt groups set to Exclude from Directory in the IP Office configuration are not included. You can also select how the names will be sorted.
    ADDITIONAL INFORMATION:
    • Enable Automatic Speech Recognition - This option is available on subscription systems that have Google speech enabled (see Enabling Google Speech TTS). When selected, the system will attempt to use speech recognition to detect the caller's responses to prompts.
  8. Click OK.
  9. Connect the action's results to following actions as required.
Result
This action has the following results which can be connected to further actions:
  • True: If the caller makes a selection, the matching extension number is stored as in the $KEY variable that can then be used by any following action linked to the True result .
  • False: This result is used if the caller does not make a selection.
Related links
Telephony Actions