Directory Route

  Account > Business Cloud > Auto-Attendant

The Directory route allows the caller to dial a user in the directory using text to speech. When the caller reaches this point, they will hear, “Dial by last name” or “Dial by first name.” The caller will dial 3 or more characters of the user’s name and press #. If there is more than one matching user, the caller will select a user from a list of options.

Dial by…

Choose if callers will dial by the user's last name or first name.

Directory 1.png

Custom Audio

Optionally, select custom audio prompts to give callers custom guidance in the directory. For Intro Prompt and/or Invalid Selection, click the drop-down menu and select a media file from the library.

  • To confirm you have the right one, you can AA-Menu-PlayButton.png play the file in your browser or Icon Download.png download it to your computer.
  • If the file you need isn't listed, you can upload or record a new one in Media Files.

If custom audio is not used, the caller will hear the default "Dial by" prompts.

AA Directory Custom_Audio.png

Failure Routing

A failure route is required in case the caller is unable reach the user they were looking for.

AA Directory Failure.png

Field Description

Timeout (Seconds)

Enter the number of seconds the call can be in the directory. (5–30)

Max Invalid Selections

Enter the number of invalid selections the caller can try before the call is redirected to the failure route. (1–10)

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