Workflows: Adding a Dial by Extension Block

The Dial by Extension block is only available when designing a workflow for a voice campaign or when managing a workflow for a phone number.

This block allows you to play a message that informs callers/recipients of the available extensions. You will also use this block to create these extensions.

This allows callers/recipients to navigate themselves to the extension that will best fulfill their needs.

1. Place a Dial by Extension block in your workflow where desired

2. Click Speak text

   • Add the extension numbers and associated extensions to the greeting “You may dial your party’s extension at any time” or write your own

3. Alternatively, click Play an audio file

4. Click Add Extension

5. Enter a 3 digit extension

6. Enter a name

7. Create an announcement that will play before dialing out to recipient(s)

   • Use the following announcement “Connecting you to…” or write your own

   • Again, you can click Speak text or Play an audio file

   • You can also click No announcement to play no message before routing to the extension

8. Click Add Recipient

9. Click Dial a user

10. Click Choose a User and select a user

11. Alternatively, click Dial a phone number

12. Enter a phone number

13. Click Add to add the recipient

14. If desired, click Add Recipient again

    • All added recipients will be called when an incoming call is routed to their extension - the call will be forwarded to the first recipient to answer

15. Click Add to add the extension

16. Click Respond to hash (#) or Respond to star (*) if you would like recipients to be able to press the hash and star

    • Use these characters if you anticipate callers/recipients needing further instructions/guidance (for example “press # to hear staff directory” when dialing by name)

17. Click Done

18. In the workflow, you can now click and create pathways for when a caller/recipient presses #, *, or nothing, or if the extension does not answer