Extensions (Admin Center Voice Features)

• Extensions Usage
  • Using Extensions with System Features and Functions 
• Viewing Existing Extensions
• Creating a New Extension
• Extension Settings---
  
  • General Settings
  • Extension Music/Audio Selection
  • Music on Hold
  • Adding or Changing Message/Announcement
• Routing and Forwarding---
  
  • Default Calling Route
  • Call Routing Schedules
  • Call Routing Based on Caller ID

Extensions Usage

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 the * and # symbols with extension numbers. For example, you can assign regular extensions in the 100-300 range to user phone lines but use extensions in the  *50-*99 range for system features and functions.

Using Extensions with System Features and Functions

Extensions are also important for giving users access to phone system features and functions, especially those that are associated with a user's line.

Let's take an example of the Do Not Disturb feature. We configure extension *50 to let users quickly toggle DND on or off on their physical phones or TeleConsole app.

Do this by simply creating a new extension and selecting the Do not disturb toggle as the destination type (no actual destination is required).

Now whenever a user dials *50 the system will recognize his phone line and activate DND on that line. He can dial *50 again to disable DND on his line.

The full list of destinations and features is discussed here. 

For some features, like those that let users manage and access options remotely, you would want to set up a PIN (see below) to secure such an extension.

Viewing Existing Extensions

Access existing extensions from Admin Center Menu>Voice Features>Extensions. If the extension list is empty you would want to create a new extension (see next).

Check one or more extensions and select    to delete them.

Select  on the top-right to download a CSV file of the existing extensions with these fields: EXT – the extension number, the DESCRIPTION of the extension, a USERID of the user the extension is assigned to (0 if the extension is not yet assigned), DTYPE – the destination type where the extension is routing calls to (usually phone line), and DNUMBER – for a phone line this is the actual phone number but for other destination types it is a system ID. 

Select   to search for a specific extension(s) by number or description. You can also search by any value from the CSV file, like a user ID.

Creating a New Extension

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 (remember that you can also use the * and # symbols with the number) and select a Destination Type and a Destination where the extension will route calls. 

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.

Extension Settings

Select any extension or create a new one to show its settings screen. There are two expandable settings categories. When making changes you need to make sure to SAVE each category separately.

On the top-right you can use the arrows to select the next or previous extension without having to go back to the extensions list.

General Settings

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 that is not associated with any user (like a system feature extension) select 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 replaced 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: If Play custom file or Play custom file and caller ID are enabled in the 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.

Play announcement before routing: An announcement, music, or sound played to a caller when he is routed to the extension.

If a message/announcement has not been assigned yet, you will see the option to create one by selecting Add Sound.

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. 

Adding or Changing Message/Announcement

When you select to add or change the message/announcement you will see two tabs:

• Under the Audio tab you can Upload or Record a new audio file. Select Save Sound to keep the file and assign it to the message/announcement.
  
  You can also select an Existing Sound to pick a file from already recorded or uploaded files.
   
• Don't have a file to upload or prefer not to use your own voice? No problem.
  
  Under the Text to Speech tab you can type the message/announcement and have it generated as an audio file with a voice, pitch, and accent of your choice. You can even select different languages and the text will be automatically generated in the selected language. 
  
  Select Generate and Preview to listen to the generated audio. If you are satisfied with it select Save Sound to keep it and assign it to the message/announcement.

Routing and Forwarding

Default Calling Route

This is the destination or feature 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 require a destination because some function as a destination by themselves, for example "Hang up call", "Busy tone", "Music", etc.

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. 

Create a new schedule as needed with the button and Create New Schedule. You can manage existing schedules by going to Admin Center Menu>Voice Features>Schedules. Learn more about schedules here. 

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.