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sain-llc1 asked ·

Dial by name directory issues

our auto receptionist is set to send callers to a dial by name directory when they press "9." However, when you press "9" after you are prompted, it says invalid extension and does not send you to the directory of extensions. Please advise of any known troubleshooting tips for this issue.
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J.B. Ferguson answered ·
Sain LLC,

Here's the Knowledge Article on the subject. You're probably just missing one step somewhere along the way. Try following these steps and see if it helps. If you still have any issues let us know here in the Community.

https://success.ringcentral.com/articles/en_US/RC_Knowledge_Article/5-10-Editing-Dial-by-Name-Directo...
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One thing I forgot to ask in my last post is whether or not you are using single-level IVR or multi-level IVR.

If you are using multi-level IVR make certain that you include that key press "9" in the Call Handling portion of the extension setup.
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