IVR Question

[Frank86]

Hi, Can 3CX's IVR be configured to do the following?

“Thank you for calling XYZ. If you know the extension of the party you are trying to reach, you may dial it at any time. To dial by name, dial the first 3 letters of the party’s first or last name. To reach the operator dial 0.”

Once they select the dial-by-name option, can the recording then say, “John Smith extension 300. If this is correct press 1, if not press 2, for the main menu press * “

 

[cobaltit]

Natively? No. Perhaps with v16 CFD when available.

 

[Allen_Miller]

The system does have a Dial by Name feature that you can make available via a Digital Receptionist slot option.

 

[cobaltit]

The system does have a Dial by Name feature that you can make available via a Digital Receptionist slot option.

It does but it doesn't meet the OPs requirement of being directly available in the IVR as scripted nor does it allow for first or last name, only last name.

 

[Allen_Miller]

I was just trying to be helpful, not critical. It wasn't clear to me that OP knew there was any Dial by Name already inbuilt.

 

[Frank86]

I'm currently on 3CX 15.6 SP6.
What is the best way to get close to the result in the original request? Basically, give callers the options to either (1) dial an extension, (2) search by (last) name, or (3) talk to the front desk.

Thank you.

 

[Allen_Miller]

I'm currently on 3CX 15.6 SP6.
What is the best way to get close to the result in the original request? Basically, give callers the options to either (1) dial an extension, (2) search by (last) name, or (3) talk to the front desk.

Thank you.

In your Digital Receptionist, under Menu Options pick a Key # and use the Actions dropdown and select Call by Name for the search by name - your #2. your #1 requires no key choice just dial extension; your #3 can direct call to extension of your front desk.

 

[Frank86]

In your Digital Receptionist, under Menu Options pick a Key # and use the Actions dropdown and select Call by Name for the search by name - your #2. your #1 requires no key choice just dial extension; your #3 can direct call to extension of your front desk.

Thank you much.

 

[Frank86]

Testing the digital receptionist. When it prompts me to dial the first three letters of the person's last name, I get the message that the extension was not found, even though all users are set up with a proper last name under Extensions. How may I fix the problem?

 

[cobaltit]

Users need to have recorded the self identification message to be listed in the directory.

 

[Frank86]

Users need to have recorded the self identification message to be listed in the directory.

Oh, gotcha. Thank you.

 

[Frank86]

Call-by-name works well after recording the self-identification message, but it sends the caller directly to the extension without confirming the name. Is there an option to announce the name of the callee?

 

[Allen_Miller]

What you see is what you get. It sends the call if there is a unique match. If there are multiple matches they will be offered.

 

[Frank86]

What you see is what you get. It sends the call if there is a unique match. If there are multiple matches they will be offered.

I'll take it.