Is there a way to add call queues to dial by name?

[Gus_Lippolis]

We are wanting to expand how we use our Auto Receptionist by using the dial by name option which is working with users names.  With 40+ locations, we want to callers to have the option of spelling a location name so they may be transferred there.

How would I go about setting that up?

[iambobsat]

Hi Gus_Lippolis,

To set up the "Dial by Name" option for location names in Zoom’s Auto Receptionist, you can adjust the following settings to allow callers to spell and be transferred to a location. Here’s how you can go about it:

1. Create Custom Directory Extensions for Locations:

• Instead of using user names, you will need to create custom extensions or phone numbers for each of your 40+ locations.
• You can configure the Auto Receptionist to allow the caller to dial by name or spell the name of the location.

Steps to Configure:

• Login as Admin: Sign in to the Zoom web portal as an admin.

• Navigate to Auto Receptionist:

  • Go to Phone System Management > Auto Receptionist.
  • Select the Auto Receptionist you want to modify.

• Enable Dial by Name Directory:

  • Under the Auto Receptionist settings, enable the Dial by Name Directory.
  • Typically, this allows callers to search for users based on the spelling of their names. To use this for locations, follow the next steps.

2. Create and Assign Location Extensions:

• For each of your 40+ locations, create a user profile or phone number extension that corresponds to the location name.
  • Go to Phone System Management > Users & Rooms.
  • Add a new user or extension that represents each location (e.g., “New York Office,” “Los Angeles Office”).
  • You can assign unique extension numbers or direct phone numbers for each location.

3. Configure Directory for Location Names:

• After creating location-based extensions, ensure they are included in the Dial by Name Directory.
• The caller will be able to spell out the location name (or the name associated with the extension), and Zoom will route them to that location’s phone system or operator.

4. Test the Setup:

• Make a test call to your Auto Receptionist and try spelling out a location’s name. The system should recognize it and transfer the call to the corresponding extension.

Notes:

• Recording Directory Names: You may want to record the name of each location in the directory to make it easier for callers when using the "Dial by Name" feature.
• Dial-by-Extension Option: If spelling names is complex due to the large number of locations, you can also set up dial-by-extension where each location has a dedicated number for faster transfer.

For more information on Zoom Phone Auto Receptionist settings, please check this article guide Managing Auto Receptionists.