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Creating a dial-by-name directory Follow

Overview

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:

Prerequisites

  • 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

Accessing 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 Others section.
  5. Make sure the Dial by Name Directory toggle is enabled and make sure these drop-down menus:
    • Create Directory: Select Maintain Site's Own Directory to create the dial-by-name directory at the site level. 
    • Search by: Specify whether callers can search for phone users' first or last name.
  6. Click Manage Directory.

Accessing 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.

Also follow these steps if you want to create or edit an account-level directory. You can then apply this directory for specific sites.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click Account Settings at the top.
  4. Scroll down to the Others section.
  5. Make sure the Dial by Name Directory toggle is enabled.
  6. In the Search by drop-down menu, specify whether callers can search for phone users' first or last name.
  7. Click Manage Directory.

Creating or editing a dial-by-name directory

  1. Access the dial-by-name directory settings at the site or account level.
  2. Use these options to configure the directory:
  • To add sites to the directory, click Site under Included Sites. Search for and select a site. By default, new and existing users to the site are not included (unsearchable) in the directory.
  • To include phone users in the directory after adding a new site, click Add searchable users.
  • To include phone users in the directory if there's already included users, click the Excluded tab, select users to include in the directory, then click Move to Dial by name directory at the top of the table. You can also click Move all to Dial by name directory to move all excluded users to the included list.
  • To exclude phone users from the directory, click the Directory tab, select users to exclude from the directory, then click Exclude from the directory at the top of the table. You can also click Exclude from the directory to move all included users to the exclusion list.

Applying the account-level directory to a 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 Others section.
  5. Make sure the Dial by Name Directory toggle is enabled.
  6. In the Create Directory drop-down menu, select Inherit from account directory to apply the dial-by-name directory you created at the account level.

Routing 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: Make sure the auto receptionist is in the same site that you enabled the dial-by-name directory for.
  4. In the IVR Menu section, click Edit.
  5. Click Edit next a key and select Dial by Name.