1. Talkroute Support
  2. Tutorials
  3. Extensions

How to Create a Dial by Name Directory

A Dial by Name Directory allows callers to dial digits that correspond with letters on their phone's dial pad to reach a specific team member or department. Once the caller dials the matching extension, they are connected directly.

 

Before You Begin

Make sure you have completed the following before setting up your Dial by Name Directory:

  • Create extensions that match dial pad letters. Extension numbers must be 3 or 4 digits and correspond to letters on a standard phone dial pad. For example, using 4-digit extensions, "Smith" would be x7648 (S=7, M=6, I=4, T=8). See How to Add Multiple Digit Extensions for help.
  • Upload or record the Dial by Name Directory audio file. This audio should instruct callers on how to use the directory (for example: "Please dial the first four letters of the person's last name."). See How to Add Audio Files for help.
Important: Extensions must be either all 3-digit or all 4-digit—you cannot mix both formats in the same account. For example, if you create extension 2001, you cannot also have extension 201.
Tip: You can structure your Dial by Name extensions based on the first 3 or 4 letters of a first name, last name, or a combination—whatever works best for your organization. Talkroute allows unlimited extensions, so you can create both a standard numeric extension (e.g., x2001) and a Dial by Name extension (e.g., x7648 for "SMIT") for each user.
Handling Duplicate Names: If two users share the same name pattern (e.g., two employees whose last names start with "SMIT"), create an extension that routes to a sub menu offering options for each person (for example: "For John Smith, press 1. For Jane Smithson, press 2.").

 

Creating a Dial by Name Directory

  1. Log in to the Talkroute control panel and navigate to the Manager section.

    Talkroute Manager Section

     

     

  2. Navigate to the Call Menu section and click Add New Menu Option.

    Add New Menu Option Button

     

     

  3. Select the desired option number, enter a Description (e.g., "Dial by Name Directory"), and set Choose where to route incoming calls to Go to Other Destination.

    Dial by Name Directory Menu Option Setup

     

     

  4. Select your Dial by Name Directory audio file from the What audio file should we play? dropdown, and choose the desired destination from the Where do you want to send callers? dropdown.

    Audio File and Destination Selection

     

     

  5. Expand the More Options section and set Allow dialing of extensions during greeting? to Yes, allow callers to dial extensions. Click Save & Close.

    Allow Callers to Dial Extensions Setting

     

     

  6. Your new menu option is now ready. The Call Menu will show a route summary containing the destination.

    Dial by Name Directory Menu Option Complete

     

     

 

Need Help or Ready to Get Started?

Whether you're already using Talkroute or just exploring, we're here to help.

Contact Support Sign Up View Features
Was this article helpful?
0 out of 1 found this helpful

Articles in this section