PBX / VO Extension

Extensions 

An extension is normally a short 1-3 digits internal number which can be used to
receive/make calls, receive voicemails, forward them to other internal numbers
 (extensions), or external numbers.

Virtual Office introduces two extension types: 

• Department extension 
• Employee extension 

A department extension can be used to initiate a call to a group of numbers. For
example, the caller hears a welcome message 'Welcome to our company. Press 1
for Sales, press 2 for Support'. When the caller makes a selection (e.g. Enters 1),
the call can be forwarded to a group of up to 5 phone numbers that can start ring
 simultaneously (these settings are configurable). 

An employee extension is usually a three-digit number used to call an individual employee’s phone.

 Extensions Configuration 
Please follow the steps below to begin configuring extensions. It is a more
 detailed version of the steps from the Account Activation Checklist.   

Step 1: Create a new employee extension 

1.1 Go to the 'Extensions' page. 

1.2 Click on the 'Add Extension' button in the 'Employee Extensions' section. 

A new extension will be added. By default, if it is the first employee extension, its
 number will be 700.

            Figure 8. Add a new employee extension

NOTE 

To change an extension ID, go to the extension settings (the 'Edit' button next to
the extension), and choose the desired value from the 'Extension #' list in the
'General Information' section. If neither of the listed values fits, you can use the
 'Custom' option. Please refer to Figure 9 below.

            Figure 9. Change an extension ID

Step 2: Make sure the 'Forward Calls' option is enabled for this extension 

2.1 Click on 'Edit' next to the extension. 

2.2 In the 'General Information' section, enable the 'Forward Calls' option. 

2.3 Specify the 'Last Name' value for the extension.  This is mandatory. 

2.4 Click on 'Save & Close'.

            Figure 10. Enable the 'Forward calls' option

Step 3: Add a forwarding number (or multiple forwarding numbers) 

3.1 Click on 'Edit' next to the extension. 

3.2 In the 'Forwarding Extensions & Numbers' section, click on 'Add a forwarding number'.

            Figure 11. The 'Add a forwarding number' button

3.3  In  the  'Add  forwarding  number'  window,  add  a  number  where  calls  to  this extension will be forwarded to, for example your cell phone number.

            Figure 12. Add a forwarding number

3.4 Choose the order in which forwarding numbers will ring (the option 'How would you like your calls to forward?' in the 'Forwarding Extensions & Numbers' section). The following values are possible: 

· In order one by one
 · In random order one by one
 · All numbers simultaneously

NOTE: The  value  'All  numbers  simultaneously'  will  appear  in  the  list  if  you enable the extra feature 'Simultaneous Ringing' in Settings ⇨ Extras. If  you  use  the  option  'In  order  one  by  one',  you  can  re-order  the  forwarding numbers by  clicking on the  're-order' icon next to the  'Add a forwarding number' button. This will invoke a new modal window where you can drag the numbers to make them take the needed position.

            Figure 13. Reorder icon

            Figure 14. Reorder window

Step 4: Configure the forwarding number

4.1 Click on 'Edit' next to the forwarding number.

            Figure 15. Configure 'Display Number Prefix' and 'Display Name Prefix'

'Display Number Prefix' and 'Display Name Prefix' are useful when you have
multiple extensions forwarding calls to the same number and need to know from
which extension the call was delivered to this number.
 

For instance, your extensions 1 and 2 forward calls to your cell phone, and your
main greeting plays ‘Press 1 for Sales, press 2 for Support'. When you receive
calls, it would be helpful to know from which extension the call is forwarded. In
this case, you can specify '11' as the display number prefix in the forwarding
number settings of extension 1, and '22' as the display number prefix in the
forwarding number settings of extension 2 accordingly. Now when the caller
1777555555 calls your Virtual Office phone number and chooses option 2, you will
see the caller's number as 221777555555 on your phone.

 'Display Name Prefix' can be used for the above described scenario as well.

4.2 Choose 'Forwarding number schedule' from the drop-down list: 

· 24/7
 · M-F, 9-5
 · Sat & Sun, 9-5
 · Custom Schedule
 

4.3 Specify 'Forwarding Options': 

· Calls will connect to you as soon as you pick up.
 · Calls will be announced when you pick up: the call will not be picked up at
once, the IVR will announce if you would like to accept, reject, or send the
 call to voicemail.

Figure 16. Forwarding number schedule and forwarding options

Step 5: Configure voicemail options 

5.1 Click on 'Edit' next to the extension. 

5.2 In the 'General Information' section, enable 'Voicemail'.

            Figure 17. Enable voicemail

5.3 In the section 'Where do you want voicemail emailed to', choose How would
 you like your messages to send? 

· None: the message will be kept in the local inbox, no notification will be  
sent to a remote email address.
 · Forward: the message will be deleted from the local inbox and sent to a
remote email address.
 · Notify: the message will be kept in the local inbox, a notification will be
sent to a remote email address.
 · Copy: the message will be forwarded to a remote email address, a copy of
 the message will be kept in the local inbox.

5.4 Define an email address where 'Messages will be sent as attachments to'.

            Figure 18. Where do you want voicemail emailed to?

5.5 Click on 'New greeting' in the 'Voicemail greeting' section to record or upload an audio file for your voicemail greeting. You can upload a recording using MP3 or WAV files. The maximum file size is 2Mb.            

            Figure 19. The 'New greeting' button

Step 6: Enable call announcement for a forwarding number (optional)
 

6.1 Click on the 'Unannounced' link under the extension next to the needed
forwarding number.
 

                                    
            Figure 20. Unannounced link
 With this option turned on, calls forwarded to the 'Announced' number will be
announced, that is, you will be able to choose an action for an incoming call:
accept, reject, or send to voicemail.
 

NOTE
You can make use of the 'SIP Phone' feature to register an extension on an IP
phone or softphone. More details about this feature may be found in the SIP
 Phone section of this guide.