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The Extensions screens allows you to create and manage Extensions. To manage extensions:
- Go the “Extensions” node in the 3CX Management Console.
- Click on “Add” to create a new extension or
- Double click on an existing extension to edit an extension.
- Once you create an extension, a welcome email will be sent to the email of the new extension. This welcome email contains important information such as where to download the clients, as well as an attachment which auto provisions the clients.
In the User Information section you can enter the first name, last name, the email address, the mobile as well as the outbound caller ID of the user. The email address is used to send links to the clients, manual links, voice mail PIN as well as a configuration file to automatically provision the clients.
The authentication ID and password are auto generated, however they can be altered as needed. If you change the credentials, the phone will re-provision with the new authentication details automatically (provided the phone is auto provisioned by 3CX).
In the Direct Inbound Dialing (DID) section, select a DID that the user might have.
In addition, you can specify a friendly personal meeting room name. Contacts may visit this URL from any WebRTC capable open standards browser (Chrome, Firefox) to setup an adhoc webmeeting or simple inbound call. The inbound call can then be elevated to a webmeeting at any point (Call functionality available in Q3/16).
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. This can be configured to contain the voicemail message, and also delete the message from the server freeing up space.
The “Manage Voicemail Greetings” section allows you to configure and manage your voicemail greetings:
- Add new – Add a new greeting from a pre-recorded .wav file.
- Record from phone – Record a new greeting file from your phone.
- Manage – Manage your greetings.
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 “Do Not Disturb (DND)” you could forward it to their mobile.
The following options are available per status:
- Ring my mobile simultaneously
- Accept multiple calls
- Logout from queues – Automatically logs the user out from queues. IMPORTANT - this will automatically log you out or in from the queue based on a presence change and effectively render the separate Login / Logout button redundant. The status will override this function and log you back in once you set it back to available. Agents must use presence rather than login / logout button if this option is enabled.
- Accept calls from Ring Groups
- Forward Internal and/or External calls to:
- Voice Mail,
- Extension’s Voice Mail,
- End call.
Call forwarding can be configured by the administrator using the 3CX Management Console or by the user from the 3CX client. Instructions on how to configure call forwarding for an extension can be found on the Configuring Forwarding Rules user manual page.
The Auto Switch Status feature allows a user’s status to be changed to available based on global office hours or specific office hours. To enable tick the option. To configure custom office hours and break times, click “Configure.” Outside of office hours the extension will be switched to “Do Not Disturb.” During Break the extension will be switched to “Away.”
With the Exceptions feature you can create exceptions for particular numbers. Insert the “Caller ID” for which the exception rule will apply, select the time frame from the “Received During” drop down menu and then choose the desired action from the “Forward To” menu.
The Phone Provisioning tab allows you to add or edit settings of phones linked to this extension. The management of IP phone settings is discussed in “Configuring IP Phones using provisioning.” The management of 3CX client settings is discussed in “Configuring the 3CX Clients.”
You can configure the BLF lights on an IP Phone as well as the 3CX client from this page. Match a BLF button with an extension, so that this button will show the status of that extension. The number of available BLF buttons varies per phone. In the 3CX client it is 28 by default (expandable).
You can also link BLF buttons to a shared parking place or a speed dial. This allows users to easily park or unpark calls by pressing the assigned BLF button. The following options are available for BLFs:
- BLF - shows presence of another extension.
- Speed Dial - link to a phone number for easy calling.
- Custom Speed Dial.
- Shared parking.
- Agent Login /Logout.
- Change status.
The options tab allows you to set advanced options.
The restrictions sections allows you to configure what the extension is allowed to do.
- Disable Extension – Disables extension.
- Disable External Calls – Disallows any external calls from the extension.
- Enable 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).
- Block outbound calls outside office hours.
The options section allows you to configure general options:
- Record all calls – Records all calls for this extension.
- Screen calls – 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 on missed call – Triggers an email for each missed call.
- Do not show extension in 3CX company phonebook – Removes extension from the phonebook.
- Allow user to organize 3CX Webmeeting Video Conferences.
- SIP ID - set a SIP ID for this extension
The “Rights” tab allows you to configure an extension’s rights in a particular group. The groups of which the extension is a member of appear in the “Group Membership” drop down. To configure the rights of the extension:
- Select the group for which you want to configure the extensions rights.
- Select what role the extension should have within that group.
- You can modify the extension’s rights for that group by ticking the options.
- 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, listen or whisper – Can barge in to calls made by group members.
- Can Intercom – Allows the user to intercom other extensions.
- Can Park calls – Allows the user to park calls so that other users can pick them up.
- Can control IVR – Allows user to control the IVR.
- Can manage the Company Phonebook – Allows the user to add/ edit/ delete contacts from the Company Phonebook via the 3CX client for Windows.
- Click “OK” to apply the chosen rights. A restart of the configured extensions 3CX client is needed for the changes to take effect.
Delegating Extension Management
3CX allows you to delegate extension management tasks; Department heads can manage their team members extensions and you can also delegate all extension management without giving access to system functions. To configure an extension’s rights level:
- Select the “Extensions” node and the extension you want to delegate management to.
- Switch to the “Rights” tab
- Tick “Allow access to 3CX Management Console” and set a password.
- In the “Extensions Management” section select whether the extension should be able to manage all extensions, or just extensions within its group.
- In the “System Management” section configure whether the user can manage the system. He can either “Administer SIP Trunks,” “Generate call reports” or have “General System Administration” rights.
- Press “OK” to apply the changes.
3CX allows you to integrate with many popular CRM and Helpdesk systems out of the box. Furthermore you can create your own integrations easily using the scripting module. The Integration feature requires the PRO edition. To install an integration, simply click enable and select the integration you want to make available. You can download more integrations as they come available from within the Updates section.
- See the user manuall about Recording a conversation or conference call.
- See our Checking and Managing your Voicemail guide to learn how to do this from your 3CX client.
- Find information on Customizing Email Templates.
- Read more about Recording Management.
- Learn more on how to Configuring the 3CX clients.
- Find more information on how to Configure IP Phones using Provisioning.