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Lookup Directory searches your organization’s Voip UCAAS directory so the AI agent can find people and departments—extensions, contact numbers, and email addresses. Use it instead of a long static transfer list when callers ask for someone by name. In the Add Functions picker, Lookup Directory is described as: “Check the Voip UCAAS directory of an organization. Use to transfer calls, get contact numbers, email addresses, or find other users in the organization.” This function is available in the Connect App only.

Prerequisites

  1. Voip UCAAS connected on the AI agent (steps below).
  2. A populated NetSapiens directory for the domain.
  3. NS Lookup Directory unlocked for the organization in Feature Administration.
  4. Optional: Call Transfer enabled if the AI agent should transfer after a lookup.

Connect Voip UCAAS

NetSapiens functions only appear after Voip UCAAS is connected on the AI agent.
  1. In the Connect App (AI Agents tile in the NetSapiens portal), open the agent list.
  2. In the agent’s row, click the Integrations icon (gear).
  3. Click Voip UCAAS (“Connect to your UCaaS platform for subscriber management.”).
  4. In Configure Voip UCAAS Integration, fill in:
    • API Version — v1 or v2. Start with v1 unless you know your platform supports v2. Chat Notification needs v2.
    • Voip UCAAS URL — your platform API host (for example https://core1.example.com). /ns-api/ is added automatically if it’s missing.
    • Username — a user with Domain Manager or higher access in the agent’s domain.
    • Password — leave blank to inherit saved reseller credentials when the form offers that.
    • Domain — the domain the AI agent lives in (usually pre-filled).
    • Advanced (optional) — Client ID / Client Secret. Leave blank unless your platform needs manually issued OAuth credentials; they’re normally auto-detected.
  5. Click Connect. The Voip UCAAS tile then shows Connected.
If your reseller already saved credentials, you can leave Password (and Advanced secrets) blank to inherit them.

Add the function

  1. In the agent list, click the agent’s pencil (Edit).
  2. Under Functions, click Add.
  3. Expand the Voip UCAAS group (“Functions powered by your UCaaS platform.”). The group shows how many of the 8 functions are already added (for example 1 / 8 added).
  4. Click Add next to Lookup Directory.
  5. On the function card, fill in the instruction textbox: “Describe when and how your agent should use this function to look up the organization directory.”
  6. Click Save Changes. You should see Agent updated successfully!

Example instructions

Tips

  • Confirm the match with the caller before transferring (homonyms and similar names are common).
  • You can also enable directory-backed transfers from Call Transfer settings when that option is available; see Call Transfer.
  • Keep directory entries accurate in NetSapiens—wrong titles or extensions lead to wrong transfers.