Call by name conflict with same number code.

[uptown1]

Two users extensions have the lasts names that have the same number code when their "first three letters of the last name" are entered in the call by name directory. I assumed that there would be an option to select ext 672 or ext 654 once the conflict is detected. Instead the call goes automatically to ext 672.

I've checked that each ext has a valid self identification greeting and that all services are running as expected.
V16.0.3.676

How should the PBX handle this?

 

[leejor]

If there are multiple matches, then an option to select one, should be offered.

 

[craigreilly]

That means 654 has not recorded their "NAME". It uses their name, if more than one match, to say
"For 'Bob Smith', press 1. For 'Sandy Smith', press 2."

If there Is only one - it uses the only match.

You say they have a self identification... making sure you don't mean they have a recorded greeting... this needs the name.

 

[uptown1]

They each have a "name" aka Self Identification Greeting not the voicemail greeting.

 

[craigreilly]

Are the names spelled correctly under the extension?