Dial by Name or Extension Directory

Dial-by directories ensure callers reach the correct person or line, every time. No awkward transfers or holds.

Dialpad offers two different types of dial-by directories:

• Dial by name: Callers enter letters of the person's name that they want to speak with.
• Dial by extension: Callers enter the extension of the person they want to speak with. 

Let's go over the details.

Dial by Name Directory

When a caller reaches the dial-by-name directory, they'll tap in the keypad number that corresponds to the letters of their intended recipient's first name (e.g. 2 = ABC, 3=DEF, 4=GHI, etc.)

To use the Dial by name directory, choose 'To an automated response menu' and select Dial by name directory from your routing options. 

The automated response menu will then list all the team members from your office (if there's more than one) and tell your caller what number to press to reach the correct contact.

Dial by Extension Directory

Dial by extension directory is available on Enterprise plans. 

To enable Dial by extension functionality, please reach out to Customer Support.

Once this has been added to your account,  you'll see the Dial by extension directory option available in your routing options. 

When your caller reaches the dial by extension directory, they'll be prompted to enter in your team member's 4, 5 or 6 digit extension (unless otherwise specified, 5 is the default).