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Extension Management

On this topic

Introduction

General

Voicemail

Forwarding Rules

Phone Provisioning

BLF (Busy Lamp Fields)

Options

Rights

Delegating Extension Management

Extension Groups

Default Group

Creating Groups

See Also

Introduction

The “Extensions” function enables you to create and manage Extensions.

General

In the User Information section you can enter the first name, last name, the email address, the mobile number, as well as the outbound caller ID for the user. The email address is used to send links to the apps, manual links, voicemail PIN as well as a configuration file to automatically provision the apps.

In the “Authentication” section, the authentication ID and password are auto-generated, but can be altered as needed. Changing the credentials, automatically re-provisions the phone with the new authentication details (provided the phone is auto-provisioned by 3CX).

In the Direct Inbound Dialing (DID) section, you can select a DID for the user. In addition in the “Click to Call / Click to Meet” section, you can specify a friendly personal meeting room name. Contacts can use 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).

Voicemail

The Voicemail tab enables you to configure the extension’s voicemail preferences including the voicemail authentication PIN number, enable/disable PIN Authentication, play Caller ID, and reading out the Caller ID and the Date / Time the message was received. You can also choose to send an email notification, configured to contain the voicemail message, and optionally delete the message from the server freeing up space.

The Manage Voicemail Greetings section includes configuration options to 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.

Forwarding Rules

Each extension has a set of call forwarding rules that define what 3CX Phone System does when the extension user is unable to take an incoming call, based on:

  • User’s status.
  • Time of call.
  • Caller ID.
  • Call type - 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, 3CX can forward the call to voicemail, whilst if their status is set to Do Not Disturb (DND), 3CX can forward it to their mobile. These options are available for each status:

  • Ring my mobile simultaneously
  • Accept multiple calls
  • Logout from queues – automatically logs the user out from queues. IMPORTANT - this  automatically logs you in or out from a queue based on status and effectively renders the separate Queue Login / Logout button redundant. The status overrides this function and logs you back in, once the status is set it back to available. Agents need to use status rather than the Queue Login / Logout button if this option is enabled.
  • Accept calls from Ring Groups
  • Forward Internal and/or External calls to:
  • Voicemail,
  • Extension’s Voicemail,
  • Mobile,
  • Extension,
  • Number,
  • End call.

Call forwarding can be configured by the administrator using the 3CX Management Console or by the user through the 3CX Web Client. See the Web Client user guide on how users can manage their status profiles and call forwarding rules.

Enabling the Auto Switch Status feature allows a user’s status to be automatically changed to “Available” based on global or specific office hours. To configure custom office hours and break times, click Configure. Outside of office hours the extension’s status is switched to “Do Not Disturb” and during Break Times the status is set to “Away”.

Use the Exceptions feature to create exceptions for specific numbers. Insert the Caller ID for which the exception rule applies, select the time frame from the Received During drop down menu and then choose the desired action from the Forward To menu.

Phone Provisioning

The Phone Provisioning tab enables you to manage settings for phones linked to this extension. The management of IP phone settings is discussed in Configuring IP Phones using provisioning. The management of the 3CX app settings is discussed in Configuring the 3CX Apps.”

BLF (Busy Lamp Fields)

Configure the BLF indicators on an IP Phone as well as the 3CX App for Windows from this tab by matching a BLF button with an extension to display the extension’s status. The number of available BLF buttons varies per deskphone, while the 3CX app has no such limit with up to 36 BLF indicators per page.

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. These options are available for BLFs:

  • BLF - shows the presence of another extension.
  • Speed Dial - link to a contact for easy calling.
  • Custom Speed Dial - assign to a custom phone number.
  • Shared parking - link to a shared call parking number.
  • Agent Login / Logout - assign to alternate between Login/Logout for queues.
  • Change status - link to change to selected status.

Options

The “Options” tab allows you to set advanced options for the extension, in these sections:

Restrictions - 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 - 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 informs 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 3CX apps and IP phones.
  • Block remote tunnel connections – blocks the extension from being registered outside of the network, even via tunnel connection (which is seen as a local registration).
  • Block outbound calls outside office hours - restrict outgoing calls to office hours.

Options - configure general options for the extension:

  • Record all calls – records all calls for this extension.
  • Screen calls – use ONLY for the Rebound feature. Prompts the user for a name and plays 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 notification for each missed call.
  • Do not show extension in 3CX company phonebook – hides extension from the phonebook.
  • Allow user to organize 3CX Webmeeting Video Conferences.
  • SIP ID - set a specific SIP ID for this extension

Rights

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:

  1. Select the group for which you want to configure the extension’s rights.
  2. Set the role (User/Manager) for the extension within that group.
  3. You can modify the extension’s rights for that group by enabling these 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 with other extensions.
  • Can park calls – allows the user to park calls for other users to 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 app for Windows.
  1. Click OK to apply the chosen rights. A restart of the 3CX app is needed for the changes to take effect for the configured extension.

Delegating Extension Management

3CX allows you to delegate extension management tasks by configuring a user’s extension rights:

  1. Go to the Management Console and select the extension you want to give rights to.
  2. Click “Edit” > “Rights”
  3. Scroll down to the section and enable the option “Allow access to 3CX Management Console”.
  4. In the Extensions Management group box select the level of management you want to grant:
  1. Manage own extension.
  2. Manage extensions in groups the user’s extension is member of.
  3. Manage all extensions.
  1. The “System Management” section (requires you to grant the user “Manage all extensions” first):
  1. Administer SIP Trunks - manage configured SIP trunks.
  2. General System Administration – the ability to change the general settings.
  3. Generate call reports – the ability to access reports and call recordings. If you want the user to be able to download the call recordings from the generated report, enable “Allow downloads of call recordings”

Extension Groups

Extension groups are used to determine what information is shown to whom. An extension has to be part of at least one group but can be part of multiple groups.

Default Group

Extensions are assigned to the “Default” group until they are moved to another group. In this group:

  • Managers can see the call details of ALL extensions and queues.
  • Managers can perform operations on ANY call in the system (Pickup, Transfer, Divert, Reject, Barge-in, and Park).
  • Users do not have rights to view calls of other users.

Creating Groups

To create an extension group in 3CX Management Console:

  1. Click on the Groups function and then the Add button.
  2. Specify a name for the group to add.
  3. In the members section, click on the Add button to add members to the group.
  4. Click on the “Group Rights” tab and set the rights for group managers and users.
  5. Click “OK” to create the group.


To select one or more managers for a group, i.e. a department supervisor, use these steps from the  “Extensions” function in the Management Console:

  1. Edit the extension to set as the Manager and click on the “Rights” tab.
  2. Select the group to configure in “Group Membership” and set the “Role” to Manager.
  3. Click “OK” to apply the Manager role to the extension.

You can configure one or more members of a groups as Managers. Group Managers can see the call details of everyone within that group.

See Also

* Asterisk® is a Registered Trademark of Sangoma Technologies. This trademark is not affiliated with 3CX, its products, or its websites. Sangoma Technologies is not the source of, and does not sponsor or endorse, the products/services promoted here. 3CX is not associated with or sponsored by Sangoma Technologies. All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them. Click edit button to change this text.

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