Setting up Call by Name

[Mike Shintani]

I added Call By Name as one of the selections on our main greeting in the Digital Receptionist.

When the caller selects this option they hear an awkward prompt. “Press 1 to dial by name, press 2 to dial by last name.” I assume the first segment should say “first name” but it only says “name”. Is the out of the box voice recorded prompt not correct? Is there an issue that has not been corrected?

In either case, selecting 1 or 2, when the caller inputs the first three letters of the name, no matches are ever found.

I have tried four or five different users, and I am certain I am entering the letters correctly. I’ve tried entering by first name and last name. No success.

I believe all my users are set up correctly. Their first and last names display on extension to extension calling, chats, etc. Is there a place in 3CX I have to enter a first and last name (again) so that Call By Name functionality works?

 

[SteveITS]

They do have to record their self ID, if not there’s nothing to play so is skipped/ignored.
https://www.3cx.com/docs/call-by-name/#h.gcivaqah88lj

 

[SweetAction]

You'll need to ensure every user has a self id prompt recorded. The won't show in dial by name without it.

Also navigate to settings and system prompts and make sure your prompt set isn't pending an update.

 

[Mike Shintani]

After recording the self identification the lookup by name worked. Thanks for pointing out those details and providing the online support document.

I did see a pending update for the United States voice prompts and I applied them. Callers still hear the “Press 1 to dial by name, press 2 to dial by last name.” I assume the first segment should say “first name” but it only says “name”. Is the out of the box voice recorded prompt, with the latest updates applied, supposed to be this way?

 

[Alphabetic]

You can create your own set and upload the files.