Digital Receptionist - Call by Name

Discussion in '3CX Phone System - General' started by zarboy, Aug 27, 2014.

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  1. zarboy

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    PBX Version: V12 SP5

    Hi,

    I cannot get the Call by Name feature to work, the prompt says "Please enter the first three letters of the name of the person you're trying to contact", I've tried numerous combination but I always get "Extension not found". How do you enter the letters and how are they mapped? first name last name etc.

    Is there a "If you know the extension..." type prompt available to use?

    Thanks,
     
  2. lneblett

    lneblett Well-Known Member

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    In order for the call by name feature to work, you must first have the folks that are to be listed go into their respective voice mails and press 9 for the options and then I believe option 5 so they can record their name. While it indicates a greeting, the only thing they need to record is their name.

    Once done this the keys the system to know that the feature is activated and callers who wish to utilize merely use the keypad on their phone just as the letters on the individual keys indicate. The reason for the recording besides keying the system is that it is possible that their may be more than one person with the same name. When a caller inputs their 3 digit selection the system will then see if the entry is unique, if it is, then the system will forward the call automatically, If the input is not unique, the system will then proceed to play back the recordings that your folks made earlier in the hopes that the caller will be able to identify the desired person and can then make the appropriate selection. While I have used the example of the names being identical, I also assume there is a possibility that by only using three digits that different names may fall into the same matching pattern as each key can represent up to three letters. But no matter, whatever the three keys the caller uses, the system will still present an option that allows a selection to be made from all extensions that match the input.

    As far as the prompt..."if you know".....

    This is something that you would record in your initial digital receptionist greeting and typically do so up front after indicating the company name. It might be something like:

    "Thank you for calling Company XYZ. If you know the extension of the party that you are trying to reach, you may dial it at any time; otherwise listen closely as our menu options have changed:"........

    This tells the caller that, if they know, they need not wait until the entire greeting has concluded. You then finish the recording by presenting the options you want and then setting up the digital receptionist's options to correlate to the recording/desires.
     
  3. zarboy

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    Thanks, that works perfectly.
     
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