Your First User & Extension

What an extension is

An extension is a phone line for one user. Each person on your team gets one.

Extensions have:

• A short number (101, 102, etc.) for internal dialing — colleagues call each other by extension
• SIP credentials (a username and password) for connecting a desk phone, a softphone, or a mobile app
• A voicemail box (optional but usually on)
• A caller ID (the phone number that shows up when they call out)
• Find Me / Follow Me settings (optional)

Creating an extension

Click Extensions in the top nav. Click New Extension.

Form fields:

Field	What to enter	Notes
Extension Number	A short number like 101, 102, etc.	3-7 digits. Each must be unique within your account.
Name	The user's full name	Shows in the directory and on caller ID for internal calls.
SIP Password	Auto-generated; you can override	If you set your own, use a strong password. The phone uses this to register.
Outbound Caller ID	Pick a phone number from the dropdown	The DID shown on caller ID when this user calls out. Defaults to your tenant's default if blank.
Voicemail	Toggle on/off	We recommend on. You can configure the box settings after creation.

Click Create.

The extension appears in the list. The status indicator shows "Offline" because no phone is registered yet — that's normal.

What just happened

The platform created:

• A SIP account with the username [your-sip-prefix]-[extension-number] and your chosen password
• An empty voicemail box if you toggled voicemail on
• Default settings (no FMFM, default caller ID, included in directory)

The user can now log into a softphone or desk phone using these SIP credentials.

Logging the user in

Two paths: softphone (app on their computer or phone) or desk phone.

Softphone

A softphone is a free or low-cost app. Popular choices:

App	Platforms	Cost
Zoiper	Mac, Windows, iOS, Android	Free version available
Linphone	Mac, Windows, iOS, Android, Linux	Free, open source
Bria by CounterPath	Mac, Windows, iOS, Android	Paid, polished

Setup:

1. Install the softphone
2. In the account settings, enter:
   • SIP Username: [your-sip-prefix]-[extension-number]
   • SIP Password: the one you set
   • SIP Server: provided by your service provider (typically something like sip.[provider].com)
   • Transport: UDP (default, works in most cases) or TLS (encrypted)
3. Save and verify the account shows "Registered"

Test by calling another extension or your own cell phone.

Desk phone

If you have a Yealink, Grandstream, Cisco SPA, or Polycom desk phone, the platform can auto-provision it. See chapter 7 (First Desk Phone) for the full walkthrough.

Editing an extension

Click any extension in the list. The detail view has tabs:

• General — number, name, caller ID
• Voicemail — box settings, PIN, email delivery
• Find Me / Follow Me — multi-destination ring (cell phone + desk + home)
• Caller ID — outbound number, custom display name
• Directory — visibility in the company directory
• Phones — what hardware is registered to this extension

Make changes. Click Save.

Deleting an extension

Click the Delete action on the extension's row. Confirm. The extension is removed; the SIP credentials stop working immediately. Voicemail messages are preserved for 90 days unless you delete the box explicitly.

Bulk-creating extensions

If you're onboarding a team of 20+, click Bulk Create. Upload a CSV with columns for extension number, name, and email. The platform creates them all at once and emails each user a setup link.

Resetting a SIP password

If a user lost their credentials or their phone got stolen, click the Reset SIP Password action on the extension's row. A new password is generated. The old password stops working immediately. Send the new credentials to the user.

What's next

Your extension exists. Let's give it a working voicemail.