Troubleshooting Dial By Name Directory

Callers Cannot reach the Dial by Name Directory:

Can the 411 Directory be reached? Does the caller hear a prompt for the letters of the name? If not, try dialing 411 directly from an internal extension and see if it prompts for the letters of the name. If not, you may want to delete the 411 extension and set it up again. If it can only be reached internally and not through an incoming IVR, then check the Incoming Call Route and the IVR menu to be sure that it is setup correctly.

When the digits corresponding to the letters are entered and the name cannot be found:

Verify the group used includes the extensions that callers are searching for.
Login as the admin and go to Setup > Extensions: Manage > click on the yellow pencil for 411 (Directory extension)
Check the settings and make sure the caller is using correct letters for each (Last Name or First Name)
What Group is setup? Does the extension exist in the that Group?
Go to Setup > Groups > click on the yellow pencil for the Group and verify the extension is included in the group.
In the 411 Directory settings: Test both First Name and Last Name search to see if it works on either one (modify 411 extension and change the Search directory by member's to test both). If it works on first name, but not on last name, then modify an extension that will not work and look at the Profile page: First Name field and Last name field. Is there a name entered into each field? Are there any spaces before the name or in the beginning 3 characters of the name? If you are not sure type in the names again manually (don't cut and paste). Or, correct any issue with the name fields and test again.
If there are still problems and you have tried the above steps, setup a new group name with the extensions included and modify the 411 extension to use the new group. Test again.

If the Dial by Name Directory is spelling out the extension name letters, it is necessary to record a Full name Greeting on the extension and the recording will play instead:

Login to the extension
Go to Voicemail /Fax (Voicemail) > Voicemail Options > Recordings > click on Full Name tab (below Create Recording button)
Next, click Create Recording button
Recording Type:: Full Name
You can Record Over Phone
Enter your extension number
Click Ring Extension button and the phone will ring, pick up and record the full name
Hangup and Save Recording

If you have checked all the above and there still seems to be a problem with the Dial by Name from an IVR, you should run a packet capture while attempting to call into the server and use the Dial By Name Directory. Ask Technical Support to review the packet capture for problems. SeeHow to Run a Packet Capture