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    Create Extensions for Agents
    • 10 Dec 2024
    • 2 Minutes to read
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    Create Extensions for Agents

    • Updated on 10 Dec 2024
    • 2 Minutes to read
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    Article summary

    Extensions are short numbers linked to your main business phone, allowing multiple users or departments to share one line. Each user gets a unique extension for accurate call routing and activity tracking.

    Manage or add extensions through Infrastructure Management > Extensions

    go_to_extensions.png

    Result Section and Filter Section

    With filtering, you can quickly find the result what are you looking for. There are many different filter options available.

    You can find information about the use of the icons on the left panel in this link.

    Click Insert (plus icon) to add a new extension.
    add_new_extension.png

    Fill in the mandatory fields (Extension, Display Caller ID, Password, Call Profile, Server, Phone Type). The Save button will be activated after you make any changes. Click Save to confirm.
    extension_mandatory_fields.png

    Basic Settings

    Fields outlined in red are mandatory and must be filled in.
    mandatory_fields.png

    Field NameExplanation
    ExtensionThe field to write the unique extension number. Numerical expression is required. Four-digit numbers are generally preferred.
    Display Caller IdThe name of this extension that will appear in the system. The same number can be given as extension. It can be the name of the agent.
    PasswordA password is required in this field. Some IP phones require a password when identifying, and this information should be used in that IP phone.
    Call profileWhen this will make an extension call, the call will be made with the profile specified in this field.
    Outbound cliThe name of this extension that will appear in the system. The same number can be given as extension. It can be the name of the agent.
    ServerIf there is more than one server, the appropriate one should be selected.
    Phone typeThe type of phone you use in your contact center should be selected in this field.
    Phone macThe MAC address of the physical phone that connects to the system.
    NotesThe note for this extension can be entered in this field.
    Log levelSets the detail level of system logs. By default, it logs only errors.
    IdThis area will be filled automatically after save.

    Call Operations

    Screen Shot 2021-04-01 at 09.54.24.png

    Advanced

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    Allowed extensions / Extension Access

    The user information in this area will come after the save process.
    Screen Shot 2021-04-01 at 10.34.14.png

    Allowed extensions : Extensions the selected extension is authorized to listen to.

    • Add: Select an extension from the "Unassigned" list and click Transfer (>) to grant listening access.
    • Remove: Select an extension from the "Assigned" list and click Transfer Back (<) to revoke listening access.

    Extension Access : Extensions that have authority over the selected extension.

    • Add: Select an extension from the "Unassigned" list and click Transfer (>) to assign authority.
    • Remove: Select an extension from the "Assigned" list and click Transfer Back (<) to revoke authority.

    Voice mail settings

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    Voice mail

    Screen Shot 2021-04-01 at 10.34.59.png

    Telephone Settings

    Screen Shot 2021-04-01 at 10.35.16.png

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