Allow Callers to Dial by Name via IVR

This topic describes how to allow customers to reach an employee just by typing his/her name in an IVR.

Background information

For the customers who don't remember the employee's extension number, you can allow them to call an employee by entering the first three letters of the first name or last name. For example, press 2-4-5 (B-I-L) to call “Bill Johnson”.

It is easier for customers to get to the right person.

Add an option for Dial by Name

Prerequisites

Before you set up dial by name, perform the following tasks:

  • Specify the first name or last name for employee's extension.
  • Updated your IVR prompt that would instruct callers to dial by first name or last name.
Procedure
  1. Log in to PBX management portal, go to Call Features > IVR, edit the desired IVR.
  2. In the Prompt drop-down list, select the updated IVR prompt.
  3. Click Key Press Event tab.
  4. In the drop-down list of a key press, select Dial by Name.
  5. Click Save and Apply.

Default announcement

Yeastar provides the default announcements when the caller selects the Dial by Name option. An announcement is played in the following scenarios:
Announcement scenario
Welcome to the directory. Please enter the first three letters of your party's first name,using your touch tone keypad, use the 7 key for Q, and the 9 key for Z. Play when the caller presses a key to dial by name.
No directory entries match your search. Play when there is no matching directory entries after the caller enters three letters.
[Name] extension [Number] If this is the person you are looking for, press 1 now, otherwise please press star now. Play when there are matching directory entries after the caller enters three letters.
There are no more compatible entries in the directory. Play when there are no more compatible entries in the directory after the caller presses * key to search.