Overview

User Directories allow callers to easily reach specific Agents and are often used alongside Interactive Voice Response. 

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Contents

• Before You Begin
• Editing a User Directory

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Before You Begin

User Directories have many settings for playing PBX Recordings that help guide callers.

• To learn more about configuring PBX Recordings see, Add a PBX Recording. 

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Editing a User Directory

1.) Click the Phone System main menu.

2.) Click the User Directory menu item.

The Show Directories page will open.

3.) Click the name of a Directory.

The Directory Settings page will open.

4.) Edit the Directory General Options as needed:

• (A) Description: Enter a short description for this Directory.
• (B) CallerID Name Prefix: Enter a Prefix to add to the current CallerID Name.

5.) Reconfigure the Directory Options as needed: 

• (A) Recording - Greeting to be played on entry to the Directory.
• (B) Invalid Retries - Number of times to retry when receiving an invalid/unmatched response from the caller.
• (C) Invalid Retry Recording - Prompt to be played when an invalid/unmatched response is received, before prompting the caller to try again.
• (D) Invalid Recording - Prompt to be played before sending the caller to an alternate destination due to the caller pressing 0 or receiving the maximum amount of invalid/unmatched responses (as determined by Invalid Retries).
• (E & F) Invalid Destination - Destination to send the call to after Invalid Recording is played.
  • (E) Destination options include:
    • Announcements: Plays a pre-recorded audio file.

    • Call Center Queues: Routes to any of your Call Center Queues.

    • Callback: Routes to a Callback which has a destination of its own.

    • Conferences: Routes to one of your PBX Conferences.

    • Conversational AI: Routes to a Virtual Agent.

    • Directory: Routes the call to a User Directory.

    • Extensions: Routes the call to a specific Agent's extension.

    • External Numbers: Routes the call to an external number.

    • IVA (Virtual Agent): Routes the call to a Voso.ai Campaign.

    • IVR: Routes the call to an IVR.

    • PBX Queues: Routes the call to one of your PBX Queues.

    • Queues Priority: Routes call to one of your PBX Queues Priorities.

    • Ring Groups: Routes to one of your Ring Groups. Which are used to ring multiple Extensions simultaneously or in sequence.

    • Terminate Call: Ends the call as Busy, Congestion, or Hangup.

    • Time Conditions: Routes to one of your Time Conditions. 

    • Voicemail: Routes to a specific Agent's Voicemail box.

  • (F) The options in this drop-down depend on your selection in (E).
• (G) Return to IVR - When enabled, if the call passes through an IVR with Return to IVR enabled, the call will be returned instead of routed to the Invalid Destination.
• (H) Announce Extension - When enabled, the transfer extension number will be announced before the transfer.

6.) Manage the Entries as needed:

• To add new Entries:
  • (A) Name: Select the Name of an Agent in this drop-down.
  • (B) Recording Name: Select the Name of a PBX Recording in this drop-down.
  • (C) Dial: The Agent's extension will populate here.
  • (D) Click the Add Entry button.
• Update Entries:
  • Change the information in any of the Directory Entries fields as needed.
• To remove Entries:
  • Click the red Delete button.

7.) Click the Apply Changes button.

 

 

 

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