Extensions
Create and manage SIP extensions for your agents and team members.
Extensions are virtual phone lines assigned to individual agents. Each extension has a unique number that can be used for internal calls, external call routing, and softphone registration.
Overview
The Extensions page shows a list of all configured extensions with their status, assigned agent, and configuration details. From here you can create, edit, and delete extensions.
Creating an Extension
Navigate to PBX → Extensions
From the main navigation, click PBX and select Extensions.
Click Create Extension
Click the Create Extension button in the top-right corner of the page.
Fill in the extension details
Configure the following fields:
Field Description Required Extension Number A unique 3-5 digit internal number (e.g., 101, 1001) Yes Agent The user this extension is assigned to Yes Caller ID Name The name displayed on outbound calls No Caller ID Number The number displayed on outbound calls No Voicemail Enable/disable voicemail for this extension No Recording Enable/disable call recording No Save the extension
Click Save to create the extension. The agent can now register their softphone or browser phone with this extension number.
Extension Settings
Voicemail
When voicemail is enabled, unanswered calls are sent to the extension's voicemail box after the configured ring timeout. Voicemail messages appear in the Voicemail section.
Call Recording
When recording is enabled, all calls to and from this extension are automatically recorded. Recordings can be played back and downloaded from Call Logs.
Caller ID
You can set a specific outbound caller ID per extension. If not set, the system default or queue-level caller ID is used.
Editing an Extension
Click the edit icon on any extension row to modify its settings. Changes take effect immediately — the agent does not need to re-register their phone.
Deleting an Extension
Click the delete icon to remove an extension.
Deleting an extension immediately disconnects any active registrations. The agent will no longer be able to make or receive calls on that extension. Call logs and recordings are preserved.
Softphone Registration
Agents can connect to their extension using:
- Browser Softphone — Built into VoiceCenter, no software needed. Click the floating dial pad button.
- External SIP Client — Use apps like Zoiper, Linphone, or MicroSIP with the SIP credentials shown in the extension details.