Damian RamosMay 11, 2026
Understanding the Directory
Understanding the Directory
Damian Ramos
Learn how to configure the directory in Gale to ensure accurate call routing. This guide covers adding individual contacts, department lines, and third-party carriers to optimize your transfer process.
Understanding the Directory
Damian Ramos
Learn how to configure the directory in Gale to ensure accurate call routing. This guide covers adding individual contacts, department lines, and third-party carriers to optimize your transfer process.
Chapters
00:00
Introduction to Directory
Overview of how the directory helps Gale transfer callers to the right destination.
00:24
Important Configuration Rule
00:39
Adding New Contacts
01:07
Configuring Contact Details
02:37
Using Directory Library
03:07
Summary and Benefits
Transcript
00:00
Understanding the Directory in Gale in this walkthrough, we'll cover the directory and how it helps Gale transfer callers to the right destination.
00:08
The directory is where you add all of your internal agency contacts, including employees, ring groups, call centers, and even external carriers.
00:18
This allows Gail to quickly identify the right person or department and transfer callers accurately.
00:24
Before getting started, there's one important rule to keep in mind.
00:28
Make sure no directory contact has incoming calls forwarded to Gale or to any line that eventually routes back to Gale.
00:34
If a line loops back, callers may get stuck in an endless transfer cycle.
00:39
To add a new contact, start by clicking Inbound from the left sidebar, then navigate to the Directory tab.
00:45
From there, click Add Contact.
00:47
A pop up window will appear with three options.
00:50
You can choose Add from Library to quickly add third party carriers from the directory library.
00:56
You can choose Upload Contacts to bulk upload internal contacts using a CSV or Excel file.
01:02
Or you can choose Add Contact to manually create a single directory entry.
01:07
Next, fill out the contact details.
01:10
Start by selecting the contact type.
01:13
Choose Individual if you're adding one employee, choose Main Department Line.
01:17
If you're adding a department ring, group, or carrier line, then select the appropriate transfer logic based on that contact's availability.
01:26
For individuals, enter the contact's first name and last name.
01:29
For departments or carriers, enter the name in the Department field.
01:33
You can also add a nickname if the contact is commonly known by one, which can help Gayle reference them more naturally during transfers.
01:40
If a name is difficult to pronounce, you can include phonetic pronunciations to help Gail say it correctly.
01:46
For example, you might enter a first name pronunciation like Le Zeit and a last name pronunciation like Garcia.
01:54
If the person belongs to a specific department, select that department or create a new one.
02:00
For carriers or ring groups, label them clearly, such as Billing Department or Claims Department.
02:06
You can also include an email address if it's useful for reference or if Gail may need to provide it to callers.
02:12
Then enter the primary phone number if needed.
02:15
You can also add an extension to help route the call.
02:18
After the mainline answers, be sure to choose the correct phone type such as Office, Mobile, or Fax, and double check the number format to avoid validation errors.
02:28
Once all required fields are complete, click Add Directory Contact.
02:32
Your new contact should now appear in the directory list for common third party carrier numbers.
02:37
You can also use the directory library to speed things up.
02:41
To do that, click Add Contact in the Directory section, then select Add from Library.
02:46
A pop up will display a list of carriers such as Aetna Allstate or American Integrity.
02:51
Each carrier may include multiple departments like Claims, Billing, or General Support.
02:56
Click the plus button next to the department you want to add, then assign the appropriate transfer logic.
03:02
Once saved, that contact will appear in your directory and be ready for Gale to use.
03:07
With a properly configured directory, GALE can route calls more accurately, reduce transfer issues, and create a smoother experience for every caller.
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