Extension Management with 3CX
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Extension Management with 3CX

Extension Management

On this topic

Extension Management


Importing Extensions from Active Directory

Importing Extensions from a .csv FiIe

Extension Configuration


Voice Mail

Forwarding Rules


Extension Capabilities




Office Hours Scheduling

Configure Hours

Automatic Extension Scheduling

Extension Rights

Extension Groups

Default Group

Group Membership

Group Default Rights

Customizing Rights for Individual Users

Regenerate Provisioning Files

Recordings Management

See Also


This chapter explains how to create and configure extensions in 3CX Phone System. There are multiple ways to create an extension:

  • When provisioning a new phone, you can choose to create a new extension.
  • Extensions can be manually created from the Extensions” node.
  • Extensions can be imported from Active Directory (or any other LDAP server).
  • Extensions can be imported from a .csv file including parameters such as DID.

Importing Extensions from Active Directory

You can import extensions directly from Active Directory or another LDAP server. The added benefit to this method is that every time a change is made to the user configuration in Active Directory, users can be re-synchronised, in which case only the updates will be imported. The step by step guide on how to Import Extensions via 3CX Active Directory explains the process in detail.

Importing Extensions from a .csv FiIe

Create a spreadsheet with columns for each field that you wish to import and save as a .csv file. The document How to Manage Extensions in Bulk using a .csv file has a detailed explanation on how to achieve this. Then:

  1. Log in to the 3CX Management Console and click on the “Extensions” node.
  2. Click on the “Import extension” button.
  3. Select your .csv file and click “Open” to import your extensions.

Extension Configuration

To configure an extension, click on the “Extensions” node in the 3CX Management Console. Click on “Add Extension” to create a new one or select an existing extension and click “Edit Extension”.


In the User Information section you can enter the first name, last name and the email address of the user. A welcome email with information on the extension created, as well as voicemail and missed call notifications (configurable), will be sent to the specified email address. In the Authentication section, the authentication ID and password are auto generated, however they can be altered as needed. If the phone is provisioned, the authentication details will be sent to the phone automatically.

Voice Mail

The “Voice Mail tab allows you to configure the extension’s voice mail preferences including the voicemail PIN number for authentication, enable/disable PIN Authentication, play Caller ID, and if you want 3CX Phone System to read out the Caller ID and the Date / Time of when the message was received. You can also choose to send an email notification, when voicemail is received. This can be configured to contain the voicemail message, and also delete the message from the server freeing up space.

The “Manage greetings” section allows you to configure your voicemail greetings. The following options are available:

  • Add new – Allows you to add a new greeting from a pre-recorded .wav file.
  • Record from phone – Lets you record a new greeting file from your phone and add it to the greetings list on the left.
  • Delete – Deletes the selected greeting file from the greeting list on the left.
  • Refresh WAV files – Refreshes the list of greeting files in the user’s folder.
  • Play on phone – Allows playback of the selected greeting file on a configured IP phone.
  • Play - Allows you to download the selected greeting  file to your computer and listen to it.
  • You can also choose whether to play the same greeting file for all your statuses or configure different greeting messages for each status.

Forwarding Rules

Each extension can have a set of call forwarding rules that define what 3CX Phone System should do when the extension user is unable to take an incoming call. This can be configured based on:

  • The user’s status.
  • The time.
  • The caller ID.
  • Whether the call is an internal or external call.

Each status requires a call forwarding rule. For example, if the user is unable to take a call whilst their status is “Available”, you can forward the call to voicemail, whilst if the status is set to “Out of Office” you could forward it to their mobile.

Call forwarding can be configured by the administrator using the 3CX Management Console or by the user from the 3CXPhone client. Instructions on how to configure call forwarding for an extension can be found on the Configuring Forwarding Rules user manual page.


User Information

The user information section allows you to set status, log in and out of queues, turn DND on or off, configure the caller ID for the extension and the SIP ID.

Extension Capabilities

The extension capabilities section allows you to set advanced options for a particular IP phone registered to this extension. These options are best left as default.


The options tab allows you to configure options, restrictions and access for the extension.

  • Record all calls – Records all calls for this extension.
  • Call screening on – Use ONLY for the Rebound feature. Will prompt the user for a name and play the name to the called party so that the person may decide to take the call or not.
  • Send email notification for missed calls – Triggers an email for each missed call.
  • Do not show extension in 3CX company phonebook – Removes extension from the phonebook.


  • Disable Extension – Disables extension.
  • Disable External Calls – Disallows any external calls from the extension.
  • Pin Protect - You can configure an extension to allow outbound calls only after they enter a PIN. To unlock the extension, the user dials 777 followed by the PIN and a #. The PBX will inform the user that access has been granted. The user can then proceed to dial the desired external number.
  • Disallow use of extension outside the LAN – Blocks any registrations from outside of the network. This setting applies to IP phones.
  • Block remote tunnel connections – Blocks the extension from being registered outside of the network, even if it uses the tunnel feature (which is seen as a local registration).


This section allows you to control access to the 3CX Management Console, 3CX Web Reports and 3CX Hotel Module to an extension.

Office Hours Scheduling

The Office Hours Scheduling feature allows a user’s status to be changed based on global office hours or specific office hours.

Configure Hours

Select if the extension will follow the PBX’s Global Office Hours, or use its own Specific Office Hours. To specify Specific Office Hours, enable the option and click “Configure”. You can also configure Break Times by clicking “Configure” next to the option. These options can be used in conjunction with the options available below to automatically change the status of the extension.

Automatic Extension Scheduling

When you have Configured Office hours and Break times, you can enable the following options to control automatic status changes and extension functionality based on the time of day:

  • Automatically change extension profile based on time of day – Outside of Office hours, the user’s status will automatically be switched to “Out Of Office”. The user’s status can also be changed to “Away” on configured break times.
  • Log out from queues when not available (Away / Out of Office) – This option will automatically log the user out from queues when he switches to “Out of Office” or “Away” status.
  • Block Outbound calls outside of Office Hours – Blocks any outbound calls from this extension outside of office hours.

Extension Rights

The “Rights” tab allows you to quickly check an extension’s Group membership rights for this extension and configure them according to your preferences. All the available groups appear on the “Group Membership” list on your left.

Any group that the extension already belongs to, is checked, and the role of the current extension in the group appears in the Role column. The user’s rights for the selected group are displayed on the right side of the tab.

You can modify the extension’s rights for that group by ticking off the options in the “Rights currently assigned” section of the tab or even change the extension’s role by clicking on the “User Rights” and selecting “User” or “Manager” from the drop down menu.

To add an extension to a group simply tick the checkbox next to the group name that you want the extension to be a part of and select the user rights on the “User Rights” section of the tab. Click “OK” to apply your changes.

Extension Groups

Extension groups are used to determine what information is shown to whom. In addition, they help group the extension for both users and administrators. Note that an extension has to be part of at least one group.

Users can be assigned rights to see details of other members in their group, managers can be assigned elevated rights over users in their group. Rights are assigned based on Group membership. That means that a manager will be able to see call details of any member of their group, independent of the call destination or origin.

Default Group

The Default group contains all extensions, whereby users of the group have no rights, but managers of this group can see information about all the extensions. Any extension you create will automatically be assigned to this group initially (until you remove it or assign it to another group).

Note: The V11 management group has now been rendered obsolete and is replaced by the ‘Default’ group. Management Group rights” is now “Default Group Rights” in the Default Group. If you are restoring a backup from V11 then all the users will be added as users to the Default group and any managers in the management group will be added as managers in the Default group.

The Default Group is a group that is always present in 3CX Phone System. Managers assigned to this group can:

  • See the call details of ALL extensions and queues (since all extensions are part of the default group unless you remove them from the group)
  • Perform operations on ANY call in the system (Pickup, Transfer, Divert, Reject, Barge-in, and Park).

To add an extension to the Default group:

  1. Click on the “Default” sub-node under the “Extensions” node.
  2. Select an extension on the left and click “Add”. Click OK to save changes.
  3. Now logout and login with this extension’s 3CXPhone to see the additional information.

Group Membership

To create an extension group:

  1. In the 3CX Management Console, click on the Extensions” node and click on the “Add Extension Group” tab, from the top menu.
  2. Now proceed to add extensions by selecting extensions from the left list and clicking on the “Add” button. Note that Extensions can now be part of multiple groups. Publish Group information to all company users: This option publishes your Group presence to all the 3CX Phone System Users (all the extensions can see your group presence and calls).

You can select which user will be the Manager of the group by:

  1. Clicking on the “Member Rights” tab, then clicking on the user’s name in the “Extensions in this Group” list.
  2. You may then select the “Role of user in this group” where you may select “Manager” or “User” and accordingly the user will be granted the rights of a manager or a user. You can configure one or more “Managers” for any group. Typically this would be a department supervisor. Group Managers will be able to see the call details of everyone within that group.

Group Default Rights

The “Default Group Rights” tab specifies the default rights that are assigned to each user role. The default “Manager” and “User” rights apply to the current extension group. You can configure these rights separately for each extension group.

To configure the default group rights:

  1. Click on the “Default Group Rights” tab. These settings pertain to what group members and users within this group can see and do in 3CXPhone.
  2. Optionally you can enable the Manager's extension to perform operations on calls of the group members. Check the option “Perform operations on calls to users of this group” to enable this.
  3. Similarly, you can also configure what rights User group members have.
  4. Click “OK” to save the group and rights information. Users will need to logout and login to 3CXPhone to see their new rights reflected.

Customizing Rights for Individual Users


If you want a particular user or manager to have more (or fewer) rights than the defaults specified in the “Default Group Rights” tab, you may specify these rights by:

  1. Clicking on the member’s name in the “Extensions in this Group” list in the “Members Rights” tab.
  2. Ticking off the checkboxes with the rights that you want the member to have in the “Rights currently assigned” part of the tab.
  3. The options available for the users are:
  • Can see group members – Allows the user to see all group members presence.
  • Can see group calls – Allows the user to see calls made by group members.
  • Show presence to group members – Shows the user’s presence to group members.
  • Show calls to group members – Shows user’s calls to group members.
  • Perform operations (divert, transfer, take) on any active call to group members.
  • Can Barge in – Can barge in to calls made by group members.
  • Can Intercom – Allows the user to intercom other extensions.
  • Allow parking – Allows the user to park calls so that other users can pick them up.
  • Allow IVR control – Allows user to control the IVR.
  • Allows to manage Company Phonebook – Allows the user to add / edit / Delete contacts from the Company Phonebook via the 3CXPhone for Windows Client.
  1. Select the options that suit your needs accordingly and then click “Apply” to apply the chosen rights. A restart of the configured extensions 3CXPhone client is needed for the changes to take effect.

Regenerate Provisioning Files

When you make a change, for example, to ports or the FQDN then the provisioning URLs will change. In this case you will need to reprovision your phones so they obtain the new URL. This can be done directly from the 3CX Management Console.

To regenerate provisioning files:

  1. From the “Extensions” node in the 3CX Management Console select the extensions which you would like to regenerate the provisioning file for, select a single extension or hold down the “CTRL” key on your keyboard to choose more than one extension.
  2. From the top menu click “Regenerate provisioning files”. The provisioning files will then be re-generated for the extensions chosen. You can then re-provision the phones to pick up their re-generated provisioning files as described in the Changing Settings and Re-Provisioning the Phones section in the previous chapter. 


Conversation recordings and voicemail messages can grow quite large and take up a lot of space. You can manage these recordings by setting Auto Clearing Options to limit them. You can also download and delete recorded conversations directly from the “Recordings” node in the 3CX Management Console.

To set up the number of days to keep recordings:

  1. Expand the “Recordings” node and click on the “Quota” button.
  2. Tick the checkbox for the type of recordings to clear, then select the number of days that they will be kept before they’re deleted and click “Save”.

See Also

You might also be interested in:

Ask a Question

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  1. Iris

    I couldn’t find the regenerate provisioning files from the extensions nodes. Could you advise?

    November 4, 2015 at 6:36 am Reply
    • Charalambos Eleftheriou

      @Iris, thanks for the question. You can find this from the 3CX Phone System v14 management console by highlighting the ‘Extensions’ node and from the top right hand side corner click the 3 bars that will reveal a drop down list where you will then be able to see the ‘Regenerate provisioning files’ button.

      November 4, 2015 at 3:19 pm
    • Charalambos Eleftheriou

      @Roland, thanks for the question. The regenerate provisioning files button has been removed in v14 SP2. Regenerating a provisioning file can be achieved by making any small change to the extension.

      January 4, 2016 at 3:47 pm
  2. Mike S

    Can you explain “Allow IVR control” feature? What does it do?

    Merely repeating it in the description with “Allows user to control the IVR” does not help at all. Is “IVR” the phone tree callers hear via the Digital Receptionist? If that is the case our IVR is setup already and functions, so how can an extension “control” the IVR if they have these option enabled?

    November 10, 2015 at 12:24 am Reply
    • Charalambos Eleftheriou

      @Mike, Thanks for the question. The ‘Allow IVR Control’ setting under the extensions rights tab, when ticked, will enable the user to see and manipulate calls that are being answered by the Digital Receptionist from their expanded presence screen.

      November 10, 2015 at 12:44 am
    • @Mike S : The Allow IVR Control feature allows you to manipulate / control / divert / pickup an IVR Call.
      Assume you are ext 100. When an external call comes and is forwarded to an IVR, You have no rights or say on this call as extension 100. Reason being Ext 100 is not part of this call and there is no relation we can make between the external caller or the IVR..
      So when you enable this option Allow IVR Control, then you automatically start to have rights.
      This option is very straight forward and very easy to test. If enabled, you can pick up, divert park and drop any ivr call.
      If you disable this option, you will not even see any ivr calls.. let alone control them.

      November 10, 2015 at 10:48 am
  3. Hans Anderson

    Does 3CX support live streaming of the Music on Hold source? If it does, what are the requirements for that streaming source?

    March 1, 2016 at 3:29 pm Reply
    • Charalambos Eleftheriou

      @Hans. This is not a feature in the current version. It maybe something that will be introduced in the next.

      March 1, 2016 at 3:57 pm
  4. George

    Hi, how do I allow certain extensions to have access to other extension’s recordings?

    March 11, 2016 at 6:35 pm Reply
    • Charalambos Eleftheriou

      @George, recordings for other extensions can only be viewed through the management console or from reports. You can give access to extensions to log on to the management console and access all features like the recordings section or only be able to view and manage basic function of their own extension and access the reporting feature in order to create call log reports and receive them by email that will allow them to download and listen to recording from all extensions. See this guide for the details:http://www.3cx.com/docs/3cx-management-console-access/

      March 11, 2016 at 7:18 pm
  5. Bailey

    Hi there

    will there be an update where you can limited recording quota limit?

    March 14, 2016 at 4:07 am Reply
  6. Richard

    How do i remove multiple phones from an extension?

    March 21, 2016 at 2:08 pm Reply
    • Charalambos Eleftheriou

      @Richard, to remove a phone from an extension, from the 3CX Management Console navigate to the ‘Extensions’ node, locate the extension then click ‘Edit’, switch to the ‘Phone provisioning’ tab, delete the Mac address and from the Model drop down menu actually choose ‘Select Phone model’ and click ‘OK’. The Phone will then be removed from the extension.

      March 22, 2016 at 7:38 am
  7. Confused

    The feature “Do not show extension in 3CX company phonebook – Removes extension from the phonebook.” is not available in extensions that are external agents. Is there a workaround to disable showing those in the phonebook?

    April 7, 2016 at 7:04 pm Reply
    • Charalambos Eleftheriou

      This feature is not available for external agents nor is there a workaround but please feel free to post this in our feature request page: http://www.3cx.com/forums/3cx-ideas-f57.html and if it gets enough votes and is technically possible it may very well get implemented.

      April 7, 2016 at 7:17 pm
  8. Freddy

    In V14, when I click on Recordings->Quota..I want to tick “Automatically delete all recordings older than” so that I can adjust the number of days. But this area is grayed out.
    How do i can this section available, to change ?

    April 22, 2016 at 4:40 pm Reply
    • Charalambos Eleftheriou

      @Freddy, Which version are you using for example V14 Sp3? If so did you tick the checkbox for the ‘Automatically delete all recordings older than’?

      April 22, 2016 at 5:22 pm
  9. becky

    once you have set your phone to ring mobile and landline can you still apply office hours so it only does this at certain times?

    April 25, 2016 at 7:21 pm Reply
    • Charalambos Eleftheriou

      @Becky, When you set the PBX to use office hours and you have specified a different destination for the DID to use when the system is out of office then this route will be used and you normal hours destination will not.

      April 26, 2016 at 3:34 pm
  10. Bryan

    Is it possible to make it so that only direct calls from other internal extensions ring on the mobile app, and not calls to a call queue that i am part of?

    May 12, 2016 at 6:59 am Reply
    • Then just log out from the queues from the softphone interface

      May 12, 2016 at 7:53 am
  11. Matt

    I have an extension set up for our cyberdata paging server. Is there a way to disable it as an option in our digital receptionist? If someone enters that extension from the DR unknowingly, they will be able to page.

    May 25, 2016 at 10:58 pm Reply
    • Charalambos Eleftheriou

      @Matt, It is possible to block an IVR from allowing calls to extensions directly, by changing a value in your custom parameters.

      From the management console navigate to Troubleshooting > Parameters and search for the following line,


      Then whichever number gets dialed, by Callers while they are in the ivr, the number will get parsed as single digits. That means if they dial 101, the number will be split to 1,0,1 and checked against your ivr options. If option 1 is set then it will be followed, but they will not be able to direct dial any extension.

      May 27, 2016 at 10:28 am
    • Matt

      @Charalambos Maybe I’m misunderstanding your suggestion. We don’t want to block all extensions from the IVR, just one specific extension that we use for paging. Thank you for your response.

      May 27, 2016 at 3:59 pm
    • Charalambos Eleftheriou

      @Mat, you can add an exception under the forwarding rules of the extension configured for the the PA system, specify the IVR’s virtual extension number and configure the exception to end the call. This way if anyone from the IVR dials this extension the call will be ended.

      June 15, 2016 at 3:19 pm
  12. Javed Yousaf

    Hi , My name is Javed.

    I have issue with 3cx phone.
    We have 1 main line of phone and we have 4 different ip phones installed on that line but now at the same time only one person can use the phone so someone said to me to buy one more extension from your phone provider company and then configure that extension to your main line. I want to know how can i do it now ?
    I have plugged in extension line in gateway as well.

    I am waiting for your guidance.

    June 15, 2016 at 10:07 am Reply
    • Charalambos Eleftheriou

      @Javad, if you have multiple lines reconfigure your gateway to allow more than 1 simultaneous call. See here for supported gateway configuration guides: http://www.3cx.com/voip-gateways/

      June 15, 2016 at 2:56 pm
  13. John O'Malley

    I cant access the search bar in call recordings menu option to search a tel number so i can listen to the call. Why is this?? please can you rectify this as it is very important I listen to a call

    June 30, 2016 at 7:21 pm Reply
    • Charalambos Eleftheriou

      @John, this would indicate that you are using a standard license, the search feature is only available with a pro edition license.

      July 1, 2016 at 2:35 pm
  14. Yvette Messinis


    I never received my welcome e-mail,

    How can I change the e-mail address I supplied as I am trying to link to an already existing account?

    Thank you

    July 7, 2016 at 11:24 pm Reply
    • @Yvette, You can change your e-mail address through the Management Console > “Extensions” > Select the desired extension and replace the e-mail address in the “User Information” section. Press OK and then re-send the welcome e-mail.

      July 28, 2016 at 12:41 pm
  15. Tracy

    How do you change the name of the extension on the display from old employee to new employee name?

    July 27, 2016 at 6:19 pm Reply
    • @Tracy, Hi. To change the name of an existing extension number go to the Extensions node, select the desired extension, replace the name in the User Information and then press OK. In case the user’s e-mail is also different you will have to replace it as well for him to be able to receive the welcome e-mail. It is important to re-provision the extension for the changes to apply.

      July 28, 2016 at 12:45 pm
  16. Carolyn

    How do I forward voicemails from office extension to a mobile phone?

    December 14, 2016 at 6:14 pm Reply