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Extensions

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Published: Jan 29, 2018|Last updated: Sep 18, 2019

You can set up and manage extensions for all Agents who have permissions to use Voice by going to Admin > Voice > Extensions.

Adding New Extensions Copy link to Adding New Extensions to clipboard

To add a new extension, select Add extensions. Here you can see which Agents with voice permissions do not have a dedicated extension number and which Call Queues they belong to, if any. 7-Extensions-1.png

Confirm the extension numbers you want to use for each Agent (these can be edited) and then click the Add extension button to add an extension for an individual Agent, or Add all suggested if you want to add extensions for all of the Agents listed. 7-Extensions-2.png

The extension(s) will now appear in Admin > Voice > Extensions. Here you can add more extensions, or click on the cog icon on the right-hand side of an extension listed to manage/delete existing ones (here you will also have the option to add a custom voicemail message for this extension line).

7-Extensions-3.png 7-Extensions-4.png

Extension Voicemail Audio Options Copy link to Extension Voicemail Audio Options to clipboard

Once an extension has been created, you are able to add a custom voicemail message for each Agent by clicking on the cog icon. Agents can also add their own voicemail message directly from their call interface.

There are a few audio source options for an Agent's extension voicemail message:

  • Text to audio - write a custom message and select from a range of different accents to narrate your voicemail for you.
  • Upload a file - upload a file that contains a voicemail message. Great if you already have a voice-over or want to keep the voicemail greeting standardized.
  • Record - record your own voice-over for the voicemail.
Note

Please note that this voicemail message only applies to calls directed to a specific Agent via an Agent target or an Agent's extension number. The voicemail messages played when calls to a Queue are unanswered are controlled in Queue Settings.

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