How to set up and use AI Dial-by-name feature
This document provides description of Dial-by-name feature, setup instructions, and overview of how you can use it.
The complete documentation on Voice Agents: How to configure Voice Agents
Created: June 2025
Updated: June 2026
Permalink: https://wildix.atlassian.net/wiki/x/AYC4T
Introduction
The AI Dial-by-name feature allows callers to pronounce the name or extension of a colleague they wish to connect to. The system uses AI-powered speech recognition to identify the requested contact and route the call to the desired colleague.
Requirements
AI+Data Boost Bundle (required if included hours are exceeded)
Setup
Step 1. Configure a Voice Agent
To create a dedicated Voice Agent for dial-by-name functionality, follow these steps:
Navigate to WMS Settings -> PBX -> Integrations -> Cloud integrations
In the AI section, choose Voice Agents
Click Add New Voice AI Agent
Fill out the following fields:
Name: Dial-by-name (or any identifiable name)
First message, e.g. Welcome. Please say the name or the extension of the person you're trying to reach, and I'll connect you
Select the Voice Agent type, e.g. Generative AI
Provide the instructions, e.g. You are a voice assistant helping callers reach the right person in a company directory using dial-by-name functionality. Your goal is to understand the caller's spoken name, match it to the directory, and confirm or clarify as needed
Under the Tools section, add a Transfer tool
Fill out the fields of the Transfer section:
Description: e.g. Transfer the call if someone says to call, ring, or dial the extension number or name of the colleague from the same organization
Context: Enter the name of the Dialplan to which the call should be transferred
Destination: Select the option Directory, in this case the AI utilizes the Organization Directory
Pipeline: Choose whether the Voice Agent should generate a reply before transferring the call or transfer the call immediately without replying
Click Save to apply the changes
Step 2. Add a called number to Dialplan
Navigate to WMS Settings -> Dialplan -> Dialplan rules
Select the Dialplan procedure used for internal calls (typically named users)
Specify the Voice agent's called number and add Voice Bot Dialplan application with the previously created bot
Click Save to apply the changes
Dial-by-name Usage
Once configured, you can dial the Voice agent and state the name or extension of the desired colleague. The AI Voice Agent interprets the request, verifies the match if needed, and route the call accordingly.
Demo:
Use Cases
Corporate call routing: Enable external callers to reach employees in large organizations without requiring a receptionist or navigating complex IVR menus
Internal call assistance: Allow employees to connect with colleagues by name or extension simply by speaking, reducing time spent searching for contact information
Remote workforce support: Ideal for hybrid or fully remote companies where employees may not know everyone’s extensions but still need to reach team members
Customer service departments: Quickly route customers to their account managers, support agents, or department heads without needing to memorize or search for extensions