EXTENSION MANAGER

Navigating Around an Account

To navigate to different phone numbers and/or extensions on the account, click on Extension Manager on the left-hand menu, and scroll or page through the list of phone numbers and extensions. To select, or navigate to, a phone number or an extension, hover over and click in on the hyperlink of that phone number or extension, and say “Yes”, and you will be directed to that phone number or extension.  The top of the page will tell you what extension or phone number you are currently in.

You may also navigate to another phone number or extension, by selecting “Switch Extension” on the menu on the left.  Start typing the name on the extension, or the extension number to start the search.  Once you find the extension or phone number you need to go to, click on Yes, and you will be directed into that phone number or extension.

Note: You can set a global filter at the top of the menu to search by “All, Active, and Inactive.” You can also sort more specifically by hovering over the top of each column and clicking the filter icon.

Exporting Extension Information

To export Extension Manager information, you have three options, .csv, .pdf or .xls.  Click on the format of your choice, at the top of Extension Manager.

Add A New Extension

To create a new extension, navigate to Extension Manager

At the top, in blue, click on +Add Extensions

Once you click on +Add Extensions, you will be able to enter the extension number (or the first extension number in a range of extension numbers).  Then add the number of consecutive extensions you need to be created.

As an example, if you want to create one extension, 900, you would create the extension as follows:

If you wanted to create extensions 900, 901, and 902, you would create them as follows:

Once you click on the blue Create checkbox, you will be brought to the next page:

Here, you choose the extension type, add the first name and last name of the extension (if needed), add an email address for voicemail notification – depending on the extension type, a voicemail pin and change the timezone if needed.  Then click the blue checkbox to Save.

EXTENSION TYPES

Announcement Only Extension: Plays an audio greeting, then hangs up the call.

Announcement and Return to Main Extension: Plays an audio greeting, then returns the caller to the main extension on the account, which is a DID/phone number.  The caller will then follow the routing set for the main number.

Auto Attendant: A menu system used to play an audio greeting and allows callers to choose the correlating dial option or to dial extensions directly. See section “Settings > Auto Attendants” for more information on setup.

Call Center: Base extension used for call center setup. See section “Features > Call Center” for more information on setup.

Conference Bridge: Extension that multiple users can dial internally to join a conference call.  Internal users dial the extension.  External users dial a DID pointed to the bridge extension. There is usually a cap on the total number of people that can dial into the bridge.

Dial by Name: When dialed, the extension will allow the caller to search for a specific user by last name, first name, or both. See section “Call Flow” for more information on setup. Note: To enable an extension to be searchable via dial by name, check the “Dial By Name” box when editing the extension in “Extension Manager”.

Inbound Fax Extension: A phone number or extension used to receive incoming faxes. Typically for vFax.

Routing Extension: The most common extension type that allows you to create and edit call routes. See section “Call Flow” for more information. When adding a phone, or routing calls to an external number (for example, an answering service or a mobile number), you must use Routing Extension.  Once a phone is added to an extension, the extension type changes to “Device Extension”.

SBC Forward: A phone number or extension used to receive incoming faxes. Typically for ATA faxing.

Voicemail Extension: Plays a voicemail greeting, then allows caller to leave a message.

If this person is to be included in the Dial By Name, check the Dial By Name checkbox.

If this person is to be able to make outbound international calls, check off the Outbound International Calls checkbox.

If this person is to be able to use Message Drops, click off the Message Drop checkbox.

Then click the blue Save checkbox.  The extension will be added to the account.  The email address will be set to “Verified” under Notifications for that extension.

UPDATING EXTENSIONS

There are two ways to manage specific features and characteristics of extensions or DIDs, depending on what you need to edit/update.

While in Extension Manager, click on the edit pencil to the right of a DID or extension.

Once you click on the edit pencil, a new dialog box will appear where you can make changes.  (Please note that this is the only location where you can change which DID is the main phone number for the account)

Another way to edit While in Extension Manager, click the checkbox next to the extension or DID for which you want to update.  Click on “Update Selected”.

Here you can update the name on the extension or DID, email address associated to the extension, the voicemail pin, timezone, or change some of the settings such as Dial By Name, enabling international dialing for the extension, etc.

Locating or Updating a User’s Voicemail Pin

Voicemail pins only have two functions, used to listen to voicemail messages (through the phone, or the VCC app, or by dialing in through the backdoor number), or to record voicemail greetings.  Voicemail pins can only be numbers/digits, minimum 4 digits.

While in Extension Manager, click the checkbox next to the extension for which you want to update the voicemail pin.

Click on “Update Selected”

Here you can find the current voicemail password.  If you want to change the password, fill in the new voicemail password, and click Save.

How to Change The Timezone for an Extension or a Phone Number

While in Extension Manager, click the checkbox next to the extension for which you want to update the voicemail pin.

Click on “Update Selected”

Here you can see the current timezone selected.  In the dropdown for Timezone, choose the appropriate timezone for this phone number or extension and click Save. Having the correct timezone is especially important when you use schedules, office hours, vacations, and holidays.