A phone extension can be on a handset, a softphone app or a forwarding number, such as a mobile number on your Cloud Telephony system.
When a call comes into your Cloud Telephony system, it’s routed to the assigned destination, and then the extensions, you’ve defined in your plan, will ring.
The difference between Regular extensions and Virtual extensions
Regular phone extensions are VoIP extensions. They offer call recording and voicemail functionality, and they allow you to redirect calls at different times of the day.
Virtual phone extensions are forwarding extensions. With this option, you can forward a call to your landline or mobile, but you can’t use our advanced VoIP features.
If the extension is a Regular extension, it will be tagged with a telephone icon with a solid dot in the centre. If it is a Virtual extension, you will see a telephone icon with a forward arrow in the centre.
Configuring a phone extension
Click the extension you want to edit.
Regular extensions offer the following options:
- Outgoing caller ID allows you specify which number will be shown on the recipient’s screen when you call them.
- Ring timeout specifies the duration that the call can ring, before it is classed as ‘unanswered’.
- Call recording records all calls through this extension, allowing you to download them later.
- Call waiting redirects one additional call to the additional line on your VoIP handset or softphone app, if that feature is available.
- Forwarding rules allows you specify particular conditions that will change the way a call is forwarded. For example, on a Bank Holiday, you can automatically have calls sent to voicemail.
- Voicemail settings allow you to toggle voicemail on or off for the extension. You can also set the security PIN code and a notification email that will be used when a new message is received.
- Connected Devices lists the handsets and/or softphones registered to this device. Click 'Connect a handset' to set up a new device or app, using the settings provided.
- Forward calls to can be any landline or mobile number. You can even use an international number if the account settings allow it.
- Ring timeout specifies the duration that the call can ring before it is classed as ‘unanswered’.
- Call screening allows you confirm that you want to answer the call before it is connected.