Managing extensions

Extensions are endpoints in your Office Phone, to where someone can contact you. Since that OneContactPortal handles all extensions as convergent extensions, they can be accessible by different endpoints simultaneously.

Extension_profile.png

On the extension page, you can:

 

Edit extension information

Click on User_profile_edit.png to open the Edit Extension pop-up window:
Users_Extension_profile.png

On the pop-up window:

  • Drag an image file or click to upload the image file associated with the user.
  • Insert a username (mandatory).
  • Insert the user's full name.
  • Select if authentication is a single step process or if it requires a personal contact as a second step verification.
  • Insert the user's personal contact (it will be mandatory if 2 step verification is selected).
  • Select if user is allowed to log in.
  • Select the user's role from the drop-down menu (mandatory).
  • Click SAVE to apply changes and close the pop-up window.

 

Edit extension profile

Click on Users_actions.png to open the drop-down menu:

EditExtensionprofile_popup.png

On the drop-down menu you can:

  • Reset password - If the user forgot his password, reset it, so he can choose a new one.
  • Duplicate - Duplicate he user information.
  • Unregister - Force the extension logout by disconnecting it's SIP user. 
  • Delete - Delete the user.

 

Edit members configuration

Click on User_profile_edit.png to open the Groups pop-up window:
Users_Extension_groups.png

On the Groups pop-up window:

  • Click on Extensions_addgroupsbutton.png to open the Add Groups pop-up window:
    Users_Extension_groupsadd.png
  • On the pop-up window:
    • Select the group(s) to add the extension to.
    • Click ADD GROUPS to apply changes and close the pop-up window.
  • Click on User_profile_deletecampaign.png to delete the group from the extension's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit communication settings

On the COMMUNICATIONS tab you can:

 

Configure number settings

Click on User_profile_edit.png, on Number settings, to open the number settings pop-up window:
Users_Extension_numbersettings.png

On the Number settings pop-up window:

  • Insert the extension in Short number.
  • Select the presentation number from the drop-down menu.
  • Select the dial plan profile from the drop-down menu.
  • Select the country from the drop-down menu..
  • Select, on Display presentation number, if the number is displayed on outgoing calls or the calls are anonymous.
  • Select, on Presence, if the extension can be monitored.
  • Select, on Recorded calls, if the extension can be recorded.
  • Click Save to apply the changes and close the pop-up window.

 

Configure allowed endpoint

Click on User_profile_edit.png, on allowed endpoints, to open the allowed settings pop-up window:
Users_Extension_allowedendpoint.png

On the Allowed endpoints pop-up window:

  • Select, on Softphone, if a softphone can be used.
    • If selected that user can use the integrated softphone, select if it's a basic softphone cliente or operator console.
  • Select, on Mobile application, if the mobile app can be used.
  • Select, on Third party softphones, if a third party softphone can be used.
    • If selected that user can use third party softphones, insert the SIP username and SIP password.
  • Select, on IP phone, if an IP phone can be used.
    • If selected that user can use a IP Phone, select the device from the drop-down menu.
      Note: To know more about creating devices, click here.
  • Click Save to apply the changes and close the pop-up window.

 

Configure voicemail

Click on User_profile_edit.png, on voicemail, to open the voicemail pop-up window:
Users_Extension_voicemail.png

On the Voicemail pop-up window:

  • Select if unanswered calls are ended or sent to voicemail.
    • If you select to send unanswered calls to voicemail, the pop-up window will expand:
      Users_Extension_voicemailexpanded.png
    • On the Voicemail expanded pop-up window:
      • Insert a PIN number.
      • Select, on Welcome message, the message clients will hear, from the drop-down menu.
        Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Select, on Email notification, if an email is sent when a voicemail is received.
    • If you select to activate the email notification when a voicemail is received, you'll be required to insert an Email address (mandatory):
      Users_Extension_voicemailexpandedemail.png
  • Click Save to apply the changes and close the pop-up window.

 

Configure call waiting & holding

Click on User_profile_edit.png, on call waiting & holding, to open the call waiting & holding pop-up window:
Users_Extension_holding.png

On the Call waiting & holding pop-up window:

  • Select if calls are queued or not.
    • If you select to queue calls, the pop-up window expands:
      Users_Extension_holdingexpand.png
      • Set the maximum waiting calls allowed.
      • Select, on Waiting queue welcome message, the message clients will hear while on queue, from the drop-down menu.
        Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Set the maximum simultaneous calls allowed.
  • Select, on Music on hold, the audio file clients will hear while on hold, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click Save to apply the changes and close the pop-up window.

 

Configure monitoring

Click on User_profile_edit.png, on monitoring, to open the monitoring pop-up window:
Users_Extension_monitoring.png

On the Monitoring pop-up window:

  • Select, on Monitor user's calls, if the extension can listen to other user's calls.
  • Select, on Allow calls to be monitored, if other users can listen to this extension calls.
  • Click Save to apply the changes and close the pop-up window.

 

Configure phone numbers

Click on User_profile_edit.png, on phone numbers, to open the phone numbers pop-up window:
Users_Extension_phonenumbers.png

On open the Number settings pop-up window:

  • Click on Extensions_communications_phoneaddbutton.png to open the add numbers pop-up window:
    Users_Extension_phonenumbersadd.png
  • Select the numbers you want to add.
  • click ADD NUMBERS to apply changes.
  • Click on User_profile_deletecampaign.png to delete numbers from the extension's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit forwarding settings

On the FORWARDING tab you can:

 

User unconditional forward

Click on User_profile_edit.png, on Unconditional forward, to open the unconditional forward pop-up window:
Users_unconditionalforward.png

On the User unconditional forward pop-up window:

  • Select, on Call forwarding, if:
    • Don't forward calls.
    • Forward calls to a destination number.
      • Select a destination number from the drop-down menu:
        Users_unconditionalforward_destination.png
    • Forward calls according to schedule rules.
      • Click on ADD SCHEDULE, to open the CREATE RULE pop-up window:
        Users_unconditionalforward_schedulerules.png
      • Click on ADD SCHEDULE, and configure the time and days.
      • Click Save to apply the changes and close the pop-up window.
  • Click Save to apply the changes and close the pop-up window.

 

Exception numbers

Click on User_profile_edit.png, on Exception numbers, to open the  exception numbers pop-up window:
Users_unconditionalforward_exception.png

On the Exception numbers pop-up window:

  • Click on ADD NUMBER.
  • Select the number from the drop-down menu or insert it manually.
  • Click on User_profile_deletecampaign.png to delete a number from the exception numbers list.
  • Click Save to apply the changes and close the pop-up window.
Note: You can add as much numbers as you want to the exception numbers list.

 

Conditional forward

Click on User_profile_edit.png, on Conditional forward, to open the conditional forward pop-up window:
Users_unconditionalforward_conditionalforward.png

On the Conditional forward pop-up window:

  • Select, on Forward calls when not reachable, if calls are ended or forwarded.
    • If you select forward calls, select a destination number from the drop-down menu.
  • Select, on Forward calls when number is busy, if calls are ended or forwarded.
    • If you select forward calls, select a destination number from the drop-down menu.
  • Select, on Forward calls when number doesn't answer, if calls are ended or forwarded.
    • If you select forward calls:
      • Set the Extension ring time.
      • Select a destination number from the drop-down menu.
  • Click Save to apply the changes and close the pop-up window.
 Note: Keep in mind that configuring unconditional forwarding will override conditional forwarding configuration (within the period set on the unconditional forwarding).

 

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