Managed Voice / Auto Attendant (IVR)

Dial-by-Name Directory

A dial-by-name directory lets a caller spell out the first few letters of a colleague’s first or last name on their phone’s keypad, and the system matches it to the right extension and connects the call — no extension number needed.

How does a caller actually use this?

The menu prompts them, for example, “Please enter the first three letters of the person’s last name,” they type it using the letters printed on their keypad, and the system either connects them directly or reads back a short list of matches to choose from if more than one name matches.

Who does the directory include automatically?

By default, the directory includes every active extension, with the option to exclude specific ones. A shared lobby phone or common-area line, for instance, usually doesn’t need to show up in a name lookup. See Common-Area & Guest Phones for how we handle those separately.

Does this replace dial-by-extension, or work alongside it?

They work together. Dial-by-Extension is faster for repeat callers who already know the number; dial-by-name is the fallback for anyone who doesn’t. Most businesses offer both from the same menu prompt.

Can you control how a name is pronounced or spelled for matching?

Yes. Each extension’s directory entry can have a custom recorded name, and you can tune how it matches keypad input. That matters for names with unusual spelling or multiple staff sharing similar last names.

Is this useful for businesses without a live receptionist?

It’s especially useful there — it gives callers a self-service way to reach a specific person by name, covering exactly the job a receptionist used to do for “who do I ask for,” without anyone needing to be at a desk to answer.