Managing Zoom Phone directory

A dial-by-name directory allows callers to search a site's phone users by entering a first or last name. After performing a search, the caller can route to the a phone user. You need to route to the dial-by-name directory from an IVR system. The dial-by-name directory only supports British and American English.

This article covers:

• How to access Dial by Name Directory settings at the account level
• How to access Dial by Name Directory settings at the site level
  • Create a private directory at the site level
• How to route to a dial-by-name directory

Prerequisites for creating a dial-by-name directory

• Pro, Business, or Education account
• Account owner, admin privileges
• Zoom Phone license
• Users must have a Zoom Phone license to be included in the dial-by-name directory

How to access Dial by Name Directory settings at the account level

If you don't have multiple sites, you can create or edit a dial-by-name directory at the account level. You can route to this directory from any auto-receptionist in the account.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. At the top, click Account Settings.
4. Scroll down to the Directory section.
5. To the right of Dial by Name Directory click the toggle  to enable it if it is disabled.
6. Click Manage Directory, then Add searchable users to add your users.
7. Click Select All and Save, to add all users of the account, or click Save, to add the users you added individually.
8. (Optional) To exclude a user from the directory, select the user then click Exclude from the directory, then click Confirm.
   The user will be moved to the Excluded tab and excluded from the directory and cannot be searched.

How to access Dial by Name Directory settings at the site level

If you have multiple sites, you can create or edit a dial-by-name directory at the site level. This means that you can only route to this directory from an auto-receptionist in the same site.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click a site name, then click the Settings tab.
4. Scroll down to the Directory section.
5. To the right of Dial by Name Directory, click the toggle to enable it, if it's not enabled then do the following:
   • Create Directory: Select Maintain Site's Own Directory to create the dial-by-name directory at sites level, or select Inherit from account directory, to apply the directory at the account level, then click Save. 
   • Search by: Specify whether callers can search for phone users' first or last name.
6. Click Manage Directory, then click Add searchable users to add your users.
7. Click Select All and Save, to add all users from the site, or click Save, to add the users you added individually.
8. (Optional) To exclude a user from the directory, select the user then click Exclude from the directory, then click Confirm.

Create a private directory at the site level

As an admin you can create private directory to prevent all users to search specific users

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click a site name, then click the Settings tab.
4. Scroll down to the Directory section.
5. To the right of Private Directory, click Manage.
6. Click Add.
7. In the dialog window, under Add Member, select one of the following extension types, to add to the private directory:
   • Extension Type (All):  Add all extensions from the site.
   • User, Zoom Room, Common Area, Auto Receptionist, Call Queue, or Shared Line Group: Add one of those specific users. 
   • Enter the name of the user you are searching for.
8. Under Searchable on Zoom client by, 
   • Nobody: This is selected by default and cannot be unselected.
9. Under Searchable on Zoom web portal by, select one of the following, to add those users to the private directory:
   • Everybody: To allow everyone to access the private directory. 
   • Admins only: To allow only admins to access the private directory. 
   • Nobody: To prevent anyone to access the private directory.
10. Click Save.
11. (Optional) To the far right of the directory, click one of the following:
    • Edit: To make changes to the private directory.
    • Delete: To delete the directory.

How to route to a dial-by-name directory

After enabling the dial-by-name directory, you can route callers to it by assigning it to an IVR system.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Auto Receptionists.
3. Click an auto receptionist that has an IVR menu.
   Note: If you have sites, make sure the auto receptionist is in the same site that you enabled the dial-by-name directory for.
4. Click the Profile tab.
5. In the IVR Menu section, click Edit.
6. Click Edit next to a key and select Dial by Name.