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The “Extensions” function enables you to create and manage Extensions.
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.
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:
Note: Special characters cannot be used in greetings filenames.
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:
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.
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:
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
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 extension’s rights.
- Set the role (User/Manager) for the extension within that group.
- 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.
- 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:
- Go to the Management Console and select the extension you want to give rights to.
- Click “Edit” > “Rights”
- Scroll down to the section and enable the option “Allow access to 3CX Management Console”.
- In the Extensions Management group box select the level of management you want to grant:
- Manage own extension.
- Manage extensions in groups the user’s extension is member of.
- Manage all extensions.
- The “System Management” section (requires you to grant the user “Manage all extensions” first):
- Administer SIP Trunks - manage configured SIP trunks.
- General System Administration – the ability to change the general settings.
- 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 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.
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.
To create an extension group in 3CX Management Console:
- Click on the “Groups” function and then the “Add” button.
- Specify a name for the group to add.
- In the members section, click on the “Add” button to add members to the group.
- Click on the “Group Rights” tab and set the rights for group managers and users.
- 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:
- Edit the extension to set as the Manager and click on the “Rights” tab.
- Select the group to configure in “Group Membership” and set the “Role” to Manager.
- 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.
- Find information on Customizing Email Templates.
- Read more about Recording Management.
- Find more information on how to Configure IP Phones using Provisioning.
- Import Extensions via 3CX Active Directory
- Import Extensions from FreePBX® to 3CX
- Watch the Call Recording training video
- Watch the Extension Profiles and Forwarding Rules training video
- Watch the Extension Groups & Rights training video
- Voicemail Transcription