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Create and manage extensions

Configure internal dialing numbers, phone assignments, voicemail, directory, and caller ID.

An extension is an internal dialing address, not a physical device. One extension can ring multiple phones, while each phone can be assigned to only one extension at a time. Pairing a desk phone with a softphone, or a cordless base with its handsets, is a supported setup rather than a duplicate — each device keeps its own identity and its own button layout.

Prerequisites

  • Select the intended phone system.
  • Extension write access to create, edit, or delete extensions.
  • Provisioned phones if you plan to assign devices during extension setup.

Create an extension

  1. Open Settings, expand Call Setup, and select Extensions.
  2. Select Add Extension.
  3. Enter a name and numeric extension number. The dashboard accepts up to six digits and rejects a number already used by an extension or call group in the applicable dialing scope.
  4. Optionally choose an outbound caller ID from the system default, an owned phone number, or a verified external number.
  5. Select Manage phones to choose one or more unassigned phones that should ring. Devices already bound elsewhere are listed with the extension that holds them and cannot be picked.
  6. Decide whether the extension belongs in the company directory and set its directory name. The directory name field stays disabled until listing is switched on.
  7. Set a new 4–6 digit voicemail PIN when required. Treat it as a credential. When editing later, leaving the field blank keeps the existing PIN.
  8. Set the no-answer timeout from 5 to 120 seconds. The form starts at 20 seconds.
  9. Select Save.

Tags and schedule-based no-answer routing are available when you edit an extension after it has been created.

Edit or delete an extension

Use Edit to change its details, phone assignments, tags, or no-answer routing. Before deleting an extension, repoint every routing action, routing rule, no-answer route, call-menu option, and call-assistant transfer that still targets it. Deletion is blocked while those references exist, and the error names what is still pointing at it.

Deleting an extension does not delete its phones. They stay in the Phones list, unassigned, until you attach them to another extension.

Expected result

The extension appears in the list with its number, name, status, and assigned phones. Assigned devices are no longer offered to a different extension.

Troubleshooting

  • Number already in use: Choose a different number or resolve the extension/call-group dialing conflict first.
  • A phone cannot be selected: It already belongs to another extension. Edit that assignment before moving the phone.
  • A speaker ringer and its base cannot be assigned together: Both halves ride one physical device, so they must answer different extensions.
  • Save reports incomplete routing or tags: Reopen the extension and verify the current values; the extension itself may have saved while a related update failed.
  • Delete reports references: Follow the named blockers, repoint or remove each one, then retry.