AT&T Voice DNA® Administrator Support

Overview

For convenience, you can add external contacts and virtual extensions to the Directory in your AT&T Voice DNA® system.

External contacts are people outside of the organization who are called frequently.

Some users who are part of the organization but not yet on the AT&T Voice DNA system can be added as virtual extensions.

Adding people to the Directory as external contacts and virtual extensions has several benefits:

• When an external contact or someone with a virtual extension calls an AT&T Voice DNA number, their name appears on the phone as the caller ID.
• A user can easily call external contacts and virtual extensions by using the Click to Call feature on the AT&T Voice DNA User Dashboard.
• An AT&T Voice DNA user can call a virtual extension user by dialing just the virtual extension instead of the full 10-digit number.

Create, Edit, and Delete External Contacts

You can add external contacts individually or upload a comma-separated values (CSV) file containing up to 10,000 records. You can also edit an individual external contact's name and delete one or more external contacts.

To create individual external contacts

1. Open the AT&T Voice DNA® Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click External Contacts immediately below. The External Contacts page opens, displaying the list of external contacts.
3. Click Add External Contacts. A blank row opens for adding an external contact.
4. Enter the external contact's last name, first name, and 10-digit phone number.
5. To add another external contact, click Add External Contacts again. Another blank row opens.
6. Continue to add as many external contacts as you like. To remove a name from the list, in the Actions column, click the Delete icon for the name you want to delete.
7. When you're finished adding external contacts, click Save.

Note: An external contact can't have the same phone number as an AT&T Voice DNA user within your organization.

To create multiple external contacts from a file

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click External Contacts immediately below. The External Contacts page opens, displaying the list of external contacts.
3. Click Get Template. Follow the instructions for how to create a comma-separated values (CSV) file that contains the names and 10-digit phone numbers of the new external contacts. You can add up to 10,000 records in one file.
4. Click Add External Contacts from File. Browse to and select the CSV file. The external contacts are added to the list.

Note: An external contact can't have the same phone number as an AT&T Voice DNA user within your organization.

To edit an external contact's name

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click External Contacts immediately below. The External Contacts page opens, displaying the list of external contacts.
3. In the contact's Actions column, click the Edit icon .
4. Make changes to the contact's name, and then click the Save icon .

Note: You can't edit the phone number. To change the number, delete the contact and then add it again with the new number.

To delete an external contact

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click External Contacts immediately below. The External Contacts page opens, displaying the list of external contacts.
3. In the contact's Actions column, click the Delete icon . To delete multiple contacts, check the boxes next to the names, and then click Delete.

Create, Edit, and Delete Virtual Extensions

A virtual extension is a way to include in the Directory a user who is part of the organization but not yet part of the organization's AT&T Voice DNA service. A virtual extension consists of a special dialing prefix plus the user's 4-digit extension. All virtual extensions within the organization use the same dialing prefix, which is temporary; when the user's location joins the AT&T Voice DNA service, the user receives a permanent dialing prefix, and you must delete the user's virtual extension.

Because each virtual extension must be unique in the company Directory (and the virtual special dialing prefix is the same across the organization), two users with the same extension at different locations can't both be entered as virtual extensions. Instead, you must add one as an external contact with the full 10-digit phone number. When these two locations join the AT&T Voice DNA system, each location will have its own dialing prefix, so the users will end up with unique AT&T Voice DNA extensions.

For example, John and Jane are users at two XYZ Company locations that are not yet with XYZ's AT&T Voice DNA service. XYZ's virtual extension dialing prefix is 22. John, at Location 1, has extension 1234. Jane, at Location 2, also has extension 1234. XYZ enters John as a virtual extension, so he appears in XYZ's Directory as 22-1234. Jane can't be a virtual extension because she would also need to be 22-1234, so the administrator makes her an external contact with her full 10-digit phone number in the Directory. When Locations 1 and 2 join XYZ's AT&T Voice DNA service, Location 1 gets dialing prefix 44, and Location 2 gets dialing prefix 55. In the Directory, John's extension is 44-1234, and Jane's extension is 55-1234.

Note: You must delete a user's virtual extension from the virtual extension list before you can add that user as an AT&T Voice DNA user in the system. See To delete a virtual extension, below.

To create individual virtual extensions

To create a virtual extension, you first enter a virtual extension dialing prefix, and then add virtual extensions individually or upload a comma-separated values (CSV) file containing up to 10,000 records. You can also edit an individual virtual extension's name and delete one or more virtual extensions.

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click Virtual Extensions immediately below. The Virtual Extensions page opens, displaying the list of virtual extensions.
3. In the Virtual extension dialing prefix field, enter a 1- to 4-digit number to be used when dialing all virtual extensions. This prefix can't match a company location's dialing prefix and can't begin with 0 or 1. To change an existing dialing prefix, click Edit.
4. Click Add Virtual Extensions. A blank row opens.
5. Enter the virtual extension's last name, first name, and 10-digit phone number.
6. To add another virtual extension, click Add Virtual Extensions again. Another blank row opens.
7. Continue to add as many virtual extensions as you like. To remove a virtual extension from the list, in the Actions column, click the Delete icon for the extension you want to delete.
8. When you're finished adding virtual extensions, click Save.

To create multiple virtual extensions from a file

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click Virtual Extensions immediately below. The Virtual Extensions page opens, displaying the list of virtual extensions.
3. In the Virtual extension dialing prefix field, enter a 1- to 4-digit number to be used when dialing all virtual extensions. This prefix can't match a company location's dialing prefix and can't begin with 0 or 1. To change an existing dialing prefix, click Edit.
4. Click Get Template. Follow the instructions for how to create a comma-separated values (CSV) file that contains the names and 10-digit phone numbers of the new virtual extensions. You can add up to 10,000 records in one file.
5. Click Add Virtual Extensions from File. Browse to and select the CSV file. The virtual extensions are added to the list.

To edit a virtual extension's name

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click Virtual Extensions immediately below. The Virtual Extensions page opens, displaying the list of virtual extensions.
3. In an extension's Actions column, click the Edit icon .
4. Make changes to the first and last names, and then click the Save icon .

Note: You can't edit the phone number or extension. To change the number and extension, delete the virtual extension and add it again with the new number.

To delete a virtual extension

1. Open the AT&T Voice DNA Administrator Dashboard. For help with this step, see Log In.
2. Click SETTINGS, and then click Virtual extensions immediately below. The Virtual extensions page opens, displaying the list of virtual extensions.
3. To remove a virtual extension from the list, in the Actions column, click the Delete icon for the extension you want to delete. To delete multiple virtual extensions, check the boxes next to the names, and then click Delete.