Extensions

What's covered here

Chapter 4 walked through creating your first extension. This chapter goes deeper: the full set of options, advanced features, and operational tips.

The Extensions list

Top nav → Extensions. Columns:

• Extension number — the dial-able internal number
• Name — the user
• Status — colored dot:
  • 🟢 Online — registered to a phone, ready to ring
  • 🟡 Ringing — currently ringing
  • 🔴 In Use — currently on a call
  • ⚫ Offline — no registered phone
• SIP Username — the technical username (read-only after creation)
• Voicemail — toggle on/off
• Phones — count + names of phones registered to this extension
• Actions — edit, copy password, reboot phone, reset SIP password, delete

Search by extension number, name, or SIP username. Sort any column.

Detail view tabs

Click an extension to open the detail view. Tabs:

General

• Number
• Name
• SIP password (revealable)
• Outbound caller ID (which DID shows on outbound calls)
• Local IP address (the network the phone is on; for diagnostics)
• Ring timeout (how long it rings before going to voicemail or other no-answer destination)

Voicemail

• Toggle voicemail on/off for this extension
• Linked voicemail box (the box this extension goes to)
• PIN, email recipients, transcribe, attach (covered in chapter 5)

Find Me / Follow Me (FMFM)

• Enabled toggle
• Strategy:
  • Simultaneous — every destination rings at the same time
  • Sequential — destinations ring in order, one at a time
• Destinations — list of:
  • Other extensions
  • External phone numbers (your cell, home phone, partner's phone)
  • Voicemail box
• Ring Timeout per destination — how long each rings before giving up (sequential mode)
• No-Answer Action — what to do if every destination misses

Use FMFM for users who travel or work remotely — calls follow them across devices.

Caller ID

• Outbound caller ID DID — the phone number shown when this user calls out
• Inbound caller ID prefix — text shown on the user's phone when receiving an external call (e.g., "EXT: " before the caller's name)
• Custom CNAM — override the tenant default for this extension only

Directory

• Include in Directory — should this extension show up if someone dials the directory feature code?
• Directory First Name / Last Name — overrides the user's name for directory lookup
• Recorded Name File — a short audio recording of the user saying their name, played in directory lookup results

Phones

• List of provisioned phones registered to this extension
• Each row: MAC address, model, status, last registered timestamp
• Action: reboot, unassign, view configuration

Bulk operations

Select multiple extensions via the checkboxes:

• Bulk Export — download a CSV of selected extensions and their settings
• Bulk Set Voicemail — toggle voicemail on/off for many at once
• Bulk Provisioning Profile — apply the same provisioning profile to many phones

Reboot a phone

Sometimes a phone gets stuck — registered but not actually ringing. Click Reboot Phone on the extension's row. The phone restarts within a minute and re-registers.

If the issue persists, try Reset SIP Password — generates a new password and forces the phone to re-authenticate from scratch.

Online status reliability

The Status column updates live (within 5-10 seconds of a phone going online or offline). If you see a status that seems wrong:

• Offline but the phone is plugged in — likely a network issue. Reboot the phone.
• Online but calls don't ring — possibly a NAT issue. The phone is registered but the platform can't reach the phone's RTP port for audio.

The Reliability action shows a 24-hour history of online/offline transitions for the extension. If a phone is flapping (going on and off frequently), that's almost always a network issue.

SIP credentials — security note

Anyone with an extension's SIP credentials can register a phone somewhere else and intercept calls or place outbound calls billed to your account. Treat SIP passwords like any other password:

• Don't share them in email or chat
• Reset them when an employee leaves
• Use the dashboard's auto-generated passwords (they're long and random)

If you suspect a SIP password was leaked, reset it immediately.

Common questions

"Why does the extension always show offline even though I'm registered?" The status indicator looks at our SIP-server's view of registration. If the phone is behind a firewall that doesn't allow inbound, registration may succeed but stay-alive packets get dropped. We see the phone as offline. Diagnostic: check the Reliability view — if you see registration events but quick offline transitions, that's it.

"Can two phones register the same extension?" Yes. Both phones ring on incoming calls. Useful when you have a desk phone and a softphone for the same person.

"Can I forward calls?" Yes — use Find Me / Follow Me with a single external destination. That effectively forwards.

"How do I change an extension number?" Click the extension, change the number field, save. Forward references (DIDs routed to this extension, ring groups containing it) are not auto-updated; you may need to fix those manually.