Extension Dialing Directory Options in the Auto Attendant
- The first option is Dial by Name. Include verbiage in the greeting that is like this and then continue with other options “Thank you for calling. To reach someone in our directory please use the keypad to spell the person's first 3 or more letters of their first or last name followed by the pound sign.”
- The second option is Dial by Extension. Include verbiage in the greeting that is like this and then continue with other options “Thank you for calling. If you know your party’s extension, please enter it at any time followed by the pound sign.” The other piece to this is you must fill out the extension on the end users’ profile in 365 under the contact information.
Important: once the Extension is added it can take up to 24 hours to start working in the directory.
Click Manage contact information and put the extension in the Office phone field in the format shown below.
If you use Azure AD to sync to 365 from your Active Directory, use the Telephone Number field to add the extension as shown below.
If you are using the extension example as shown in the screenshot above, make sure that the “x” is lowercase.
An alternative format would be the user’s phone number then the extension or even the company’s main telephone number then the extension.
Users you want to make available for Dial by Extension need to have an extension specified as part of one of the following phone attributes defined in Active Directory or Azure Active Directory.
This is supported as outlined here MS Teams - Support Scope - CallTower Solutions Center (uc.solutions)