How to Use the Team Directory

Instead of retyping the same phone numbers every time you build a menu, you keep them in one place. The directory is shared across your routing tools, so a number you update here updates everywhere it is used.

• Search by name, phone number, description, or department
• Group team numbers by department
• Mark a primary number for key contacts
• Set backup phone numbers and fallback actions for unanswered calls

1. Go to Dashboard > Phone System > Team Directory.
2. Click Add Phone Number.
3. Enter the contact label, phone number, department, and a short description.
4. Add a backup number or a fallback action for when the call is not answered.
5. Save the entry, then use it when you build a phone menu or routing rule.

1. Use the search field to find old or duplicate numbers.
2. Filter by department when reviewing a specific team.
3. Use the actions menu to edit or remove outdated contacts.
4. Test the related phone menu after changing a number that is used in routing.

• •A transfer goes to the wrong person. Check the number on the directory entry, then re-test the menu or rule that uses it. The directory is the source of truth those tools read from.
• •I changed a number and nothing updated. Save the entry, then re-test the menu — saved changes propagate to every menu that references the contact.
• •Calls aren't being answered. Add a backup number or a fallback action to the entry so an unanswered call still lands somewhere.

• Phone Menus — build the IVR options that transfer callers to directory contacts
• Call Routing — decide where calls go before and after Kai answers
• Team Members — manage who can log in to your dashboard (distinct from transfer numbers)