- Extensions Usage
- Viewing Existing Extensions
- Creating a New Extension
- Extension Settings---
- Routing and Forwarding---
Extensions are short, typically 3-5 digit, numbers commonly assigned to users to make it easier and quicker for other users to call them or for external callers to reach them. Extensions also offer more flexibility when you build a phone system because you can change a user's phone line while letting him keep the same extension.
You can also use extensions as easy-to-remember phone system destinations and functions, like an extension for call parking or one that lets users remotely modify some system parameters (see below how to set up PIN to secure such an extension.)
– the extension number, the of the user the extension is assigned to (0 if the extension is not yet assigned),
You can assign a single or multiple extensions to a user.
To create a new extension select ADD EXTENSION from the Extension List screen or from the Features Shortcut menu.
Enter the Extension number and select a Destination Type and a Destination where the extension will route calls to. You would normally route calls to the user's phone line, but you can select any other type of destination or feature (see the full list here) like a mailbox, hunt group, and even another extension.
You would now need to edit the extension's settings as discussed next.
Description: Self-explanatory. This is also optional.
User: Select the user to whom the extension is assigned to from the drop-down list. If you create an extension without yet assigning it to any user select the the No Owner option.
Add name to caller ID: A caller ID is usually just the caller's number! Enter the user's name here if you want to have it replace or added to the phone number when he makes calls.
Caller name behavior: If you added a name to the user's caller ID select if you want it to Replace his number or have it displayed before or after his number (Append or Prepend).
Enable call screening: Select Play caller id or Ask caller to record (his) name to enable call screening and give the user an idea about the identity of an incoming call's caller so he can decide if to accept the call or not. Select Play custom file or Play custom file and caller ID to play a custom message to the caller so he is made aware of being call-screened (see how to change the custom file below.) Select No to disable call screening.
Force hangup after: Use this option to limit the duration of active calls, for example when you don't want call center agents to spend too much time on each call. Select from 1-1000 minutes time limit or No limit.
Request special ring tone: Select a special tone that callers will hear while their call is ringing. Select None to keep the standard ringtone.
PIN/Confirm PIN: Enter and confirm a PIN to allow a user to remotely update the extension's default calling route and "Play announcement before routing" message. Leave these empty to prevent updating the extension.
For this to work you need to create an extension with a default calling route of the "Number menu" (found under the Predefined features destinations). When a user calls that extension, he can enter his extension number and the PIN. The system will then prompt him to "Set the destination" or "Work with the message".
Allow to enter this extension in IVR menus: When this is toggled on, callers can dial the extension number from an IVR menu to reach the user/phone line it is associated with. If this is toggled off, the caller will get an error message when trying to dial the extension.
Extension Music/Audio Selection
You can select or change the music or audio files callers hear when they get placed on hold, being routed from the extension, or if the call screening feature is enabled.
Music on Hold
Select to listen to the current music or sound callers hear when placed on hold. Change the current music with Select Music or select Use Default to go back to the system's default music.
Each on-hold music selection can contain up to 10 audio files that will play in a sequence. When you select or change the music you can use the arrow buttons to switch back and forth between those files (indicated as 1/3 in the following example.)
On the Edit Music screen you can select Add Music to go to the Voice Features>Audio Files>Music on Hold screen. Here you can upload, record, or use text-to-speech to create music on hold. See more about on-hold music and audio files here.
Call Screening Custom Message/Play Announcement Before Routing
Call screening custom message:Enable call screening field (see General Settings in the previous section), the audio file selected here will be played to the caller to make them aware of being call-screened.If Play custom file or Play custom file and caller ID are enabled in the
Play announcement before routing: An announcement, music, or sound played to a caller when he is routed to the extension.
Otherwise, an audio player will let you listen to the current message/announcement. Use the mini-menu () on the right of the audio player to Download a WAV file of the audio or change its Playback Speed.
You can Change an existing greeting or Remove it.
When you select to add or change the message/announcement you will see two tabs:
Routing and Forwarding
Default Calling Route
This is the destination where the extension will route calls to.
Select the type of destination from the Route To drop-down list. This will commonly be the Phone line (internal phone number) of the user you want to assign the extension to, but you can select any of the Admin Center's routings and features to use extensions in any manner you need.
Select the actual destination from the Destination drop-down list. Not all destination types will offer this choice because some function as a destination by themselves, for example "Hang up call", "Busy tone", or "Music".
If the extension is not routing to a user's phone line you should set the User field to No Owner in the Extensions General Settings (see above.)
Temporary Forwarding – Override schedules and caller ID routes: You can toggle this on to have calls routed to the Default destination or a Specific number even when schedules or caller ID routings are configured and enabled.
Call Routing Schedules
This allows you to automatically route calls from the extension based on an assigned schedule. You can assign multiple schedules to the extension, each will route calls or perform different phone system functions at different times.
You can manage existing schedules by going to Admin Center Menu>Voice Features>Schedules.
.You can manage existing schedules by going to Admin Center Menu Voice Features Schedules
Select to edit an existing assigned schedule or to unassign it.
Select Add Schedule Route to assign a schedule to the extension. Select an existing schedule from the Schedule field and a destination or feature for the call in the Route To field. Select SAVE to finish assigning the schedule.
Call Routing Based on Caller ID
This is essentially a call screening or blocking feature that lets you route calls depending on the caller ID of a caller. Use it to block unwanted callers or automatically route certain callers to the most suitable destination. You can also screen anonymous callers who hide their caller ID.
When routing, you can match a whole number or just the prefix (such as an area code). If more than one caller route matches the caller's number, the longest prefix will apply.
Select to edit an existing caller ID route or to remove it.
Select Add Caller ID Route to create a new routing and provide a whole number or a prefix. If you don't provide anything the route will match unknown callers with hidden caller ID. Enter the destination or feature in the Route To field. The default destination is "Hang up call" which basically blocks unwanted calls. But you can select any destination or feature and route legitimate calls to relevant queues, agents, phone numbers, IVRs, etc.