How to set up dial by extension

Overview

Spoke Phone has a dial by extension feature that you can set up if you want your customers to be able to dial-by-extension while listening to your IVR (Interactive Voice Response).

This article will show you how to configure your account for dial-by-extension. It contains the following sections:

• Enable dial by extension
• Edit or re-assign extension numbers
• Audio library changes

Enable dial by extension

Follow the steps below to enable the dial by extension feature for your Spoke Phone account:

1. Log in to your Spoke Phone online account portal
2. Navigate to Other > Advanced
3. Scroll down to Other settings
4. Toggle the button for 'Allow callers to dial by extension number' to ON

Edit or re-assign extension numbers

When the dial by extension feature is turned on, Spoke Phone will automatically assign an extension number to all of your teams, users, and devices (softphones/desk phones). To edit or re-assign an extension number:

1. Log in to your Spoke Phone online account portal
2. Navigate to Users
3. Click Manage users
4. Click the pencil icon for the user you want to assign/edit the extension number for
5. Click the extension number displayed on the page
6. Type in a new extension number
7. Click Assign extension
8. Click Save

Audio library changes

If you are using the Spoke Phone default company greeting (Nina the auto-attendant robot), you don't need to do anything. Nina's script will automatically change to the message below, so your callers know they can dial an extension number.

Welcome to {Your Company Name} and thanks for calling. If you know the extension, 
dial it any time. To talk to {Team A}, press 1..."

If you are using a customized company greeting, we recommend you record a new main company greeting so your callers know they can now dial an extension number at any time. Do not forget to also update your replay voice menu.