Provisioning Extensions

An Extension is an internal SIP address (e.g. extension number 1004) mapped to an agent's account. This allows them to receive incoming calls routed by queues or IVRs.

1. Assigning an Extension to an Agent

Admins can manage extensions under Settings → Telephony → Extensions:

1. Click + Add Extension.
2. Set the extension details:
   • Extension Number: A 3 to 5 digit identifier (e.g., 1002).
   • Assigned User: Select the agent from your team list.
   • SIP Password: Generate a secure credentials password.
3. Click Assign.

2. Agent Softphone Configuration

Once an extension is assigned, the agent can connect using:

• In-App Softphone: The phone pad appears automatically in their Unified Inbox sidebar when they mark themselves "Available" for voice.
• External Client: They can copy the SIP domain, username, and password from their user profile to connect an external softphone application (e.g., MicroSIP).

3. Extension Call Settings

You can customize how calls are routed to an extension:

• Ring Duration: The time in seconds the system rings the extension before moving to fallback (default is 20s).
• Fallback: Select what happens if the agent doesn't answer (e.g. send to voicemail or transfer to a different queue).
• Outbound CID: Select which connected Twilio number is shown when this extension dials out.