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Aptela Knowledge Base » Call Tree / IVR » Hold Music & Audio » When Dial by Name is selected, why do some entries use the extension or "Unknown"?

When Dial by Name is selected, why do some entries use the extension or "Unknown"?

Each user must record their name prompt and voice mail greeting for the system to work properly. Aptela uses the name prompt to respond to the dial by name selection, and if there is no recording, the caller will either hear the extension of the user, or "unknown."

To record your name prompt and voicemail greeting:

  1. From your SIP phone, dial *8 to reach your Voicemail box. Or, dial your Aptela number and hit the star (*) key.
  2. If prompted, enter your extension and PIN.
  3. Press 0 to get to the Voicemail setup menu.
  4. Record your name prompt and voicemail greeting. Remember to listen to your recording and press 1 to accept it.

Your name prompt should be your full name in order to avoid confusion in the case of identical or similar names. This is not a custom greeting or Voicemail prompt, so just the name is sufficient.

Your Voicemail prompt can be short ("This is Joe, leave a message"), or more detailed ("This is Joe, I'm not in the office today. If you have questions about accounting, please contact Mariana at extension 200, otherwise leave a message and I'll get back to you").

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