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Directory

Directory is the internal phonebook of your organization. It contains records with information about internal users—such as human agents or staff—and how to route calls to them.

Each record includes the user's name, department, PBX context, and extension number. This acts as a reference for AI agents when performing Call Transfer actions using the internal directory.

Create Your Directory Record​

Click New Directory Record on the Directory page.

Directory Page

You’ll be redirected to the Create page. Fill in:

  • Name – Full name of the internal user or agent.
  • Department – (Optional) Department name to help organize or search records.
  • Context – The PBX context used when transferring or dialing this record (e.g., from-internal).
  • Extension – The PBX extension number for the internal agent (e.g., 101).

Directory Create Page

Edit Directory Records​

From the Directory page, click the ⋮ menu on any record to Edit or Delete it.

Directory Edit

  • Edit – Update the name, department, context, or extension of the record.
  • Delete – Permanently remove the record from your directory.

Directory Delete

Take care

Deleted directory records cannot be recovered.