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Search By Name Behaviour Modification

Discussion in 'Ideas' started by joebocop, Dec 9, 2015.

  1. joebocop

    Joined:
    Dec 12, 2013
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    3CX Phone System allows callers to search the directory of extensions "by last name", by typing the first three letters of the extension's last name into their keypad.

    We would like this search functionality to include the extension's "first name" as well.

    Additionally, if the search matches a single extension, the behaviour should be to play that extension's ID wav file, and then to connect the call. At present, the ID is not played, and the caller is connected directly. This leaves the caller unsure if they are being properly routed.

    Finally, when a search matches several possible extensions, the IVR speaks to the caller "To call to ...", followed by the extension's ID wav file, followed by ", press 0", or "press 1", etc. We have found that callers do not wait to hear the "press 0" portion of the playback, and instead key-in "1" to select what they believe is the "first" option. Either this list should be made 1-based rather than 0-based (where the caller is connected to the first option by pressing 1, rather than 0), or the index value should be spoken to the caller prior to playing the extension's ID wav file. "Press 0 to call to ...", followed by the extension'd ID wav file.