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Jennifer Chen

Jennifer Chen

Jennifer is part of the content marketing team at Telzio, providing insight and tips on how Telzio can be used to optimize business communications and customer service.

Start Your Call Flow with a Phone Extension Directory

November 24, 2014

The Extensions Directory in your call flow allows callers to enter the phone extension of the person they are trying to reach. There are different places you can insert the Extensions Directory in your call flow, like as an option in the IVR Menu, or at the very beginning of your call flow.

Tip from Telzio

Many companies like to start their call flow with an Extensions Directory, so that the first thing callers hear is the option to enter an extension. This can be an efficient way to direct callers without going through the receptionist and without making them sit through an IVR menu.

Timeout Setting & Custom Greeting

Timeout works if the caller does not enter an extension, so the call then gets directed to another action you set, like a menu or a call forward action.

You can choose how many seconds the caller has to enter an extension before they get directed to the next action in the Timeout setting, and you can also record a custom greeting directly in the call flow editor.

i.e. “Please enter the extension of the person you are trying to reach, or hold to be connected to the operator.”


Making the caller’s experience quick and effortless is essential for any business, so this setup can be an effective way to achieve that.

The other benefit of this setup is the cost savings of allowing callers to quickly reach the right person without having individual phone numbers. You can eliminate direct lines and instead create free extensions. With this setup, callers need only the 3-digit extension to get connected.

This way, you reduce your overhead and the call load on your receptionist, and also provide a fast and easy way for callers to reach the right person.