We use the Realtime Agents module for inbound call handling and would like to request native support for directory-based transfers by spoken name.
A common receptionist use case is:
- Caller says, “Can I speak with John Smith?”
- The Realtime Agent searches an internal directory or phonebook.
- If there is one match, it confirms, then transfers the call.
- If there are multiple possible matches, it asks the caller to clarify.
- If there is no match, it follows a configurable fallback.
The older AI Assistants module appears to have included an Internal Directory for this purpose. In the current Realtime Agents module, transfers appear to rely on individually configured Transfer Destinations. That works well for departments, queues, IVRs, and similar destinations, but it is not practical to maintain a separate transfer entry for every employee.
Ideally, an administrator could select an existing VitalPBX directory source, such as an Internal Phonebook, and allow the Realtime Agent to resolve spoken names dynamically against that directory.
Useful controls would include:
- selecting which directory or phonebook the Realtime Agent may use
- handling duplicate or similar names with clarification
- supporting common name variations or nicknames where possible (via AI)
- validating the resolved destination before transfer
- configurable behavior when no match is found
This would make the Realtime Agents module much more suitable for general inbound receptionist use without requiring duplicate maintenance of employee transfer destinations.
If this capability already exists, additional documentation or UI guidance would also be helpful.