Create Extensions for Agents
  • 25 Jun 2021
  • 3 Minutes to read
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Create Extensions for Agents

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Article Summary

The method that allows voice files(calls) to go to the correct destination within the system. An extension number allows one phone line to be used by multiple users. There should be a different extension number for each user. User actions are recorded in the system with this extension number and appear in reports.

An extension is a short extension number assigned to an user or a department of your main business number. It is called an extension because it takes its source from your main business number and it can extend to as many sub-divisions or users in your company as possible.

In order to access to Skills Menu, click on the “PBX Management – Extension” field. Through this menu, in direction of needs, new trunk can be extension.

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In this screen, all the titles to be defined in this menu are given. Detailed explanations of the titles are explained step by step below.
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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.

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Basic Settings

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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 cli-
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 mac-
Agent pc-
Extension state-
NotesThe note for this extension can be entered in this field.
Log level-
IdThis area will be filled automatically after save.

Call Operations

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Allowed extensions / Extension Access

The user information in this area will come after the save process.
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Those they are authorized to listen / Those who have authority over the selected extension

When adding extensions that they are authorized to listen to, select from the "Unassigned" list and the extension that the selected extension is authorized to listen to is selected, and then the transaction is completed by clicking the Transfer (>) button. For deleting extensions which they are authorized to listen to, the extension that is in the "Assigned" list to be deleted is selected, and then the process is completed by clicking the Transfer Back (<) button.

Extension Addition with authority

The extension that will have authority over the selected extension from the "Unassigned" list is selected, and then the transaction is completed by clicking the Transfer (>) button.

Extension deletion authorized

The extensions in the "assigned" list to be canceled are selected, and then the transaction is completed by clicking the Transfer Back (<) button.

Voice mail settings

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Voice mail

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Telephone Settings

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The following operations must be done

The following information refers to the fields that should be filled at least when defining the extension. To define a more complex extension, consider the field descriptions above.

Note: Fields marked in red are mandatory fields. If it is left blank, it cannot be registered and you will see a warning in the pop-up.

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-A numeric extension should be written, the numeric expression should be different for each user. It makes more sense if ordered numbers are chosen. For example, 1001, 1002, 1003, 1004
-Display caller id can be user's name.
-It can be the password with which the user logs into the system.
-The call profile indicates the numbers that the agent can call. Profiles defined in the profile area should be selected from the appropriate list.
-It should be selected according to the brand and model of the phone used by the agents in your company.

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