Virtual Extensions
Overview
A Virtual Extension is a short internal number that points at something else on the phone system. Dialling it does whatever the extension is configured to do: ring a group, join a conference room, call an external mobile, drop into a voicemail box, and so on.
Virtual Extensions are not users and have no handset of their own. They exist so people can reach a destination by dialling a short number instead of remembering a full phone number or a menu path.
Common uses:
- A speed dial to a frequently called external number, such as a manager's mobile.
- A short number that drops straight into a conference room.
- An internal shortcut to a ring group or call queue.
The Virtual Extensions page
Open 'Virtual Extensions' from the phone system page.
| Column | What it shows |
|---|---|
| Extension Number | The number people dial, with the extension name beside it. |
| Name | Your label for the extension. |
| Activity Action | What dialling the extension does. |
| Option | The specific target, such as the ring group, conference room or external number. |
| Actions | 'Manage' opens the extension. |
Use the search box to filter the list.
Watch for deleted targets
If the thing a Virtual Extension points at is later removed, the Option column shows a message in red, such as Ring Group Deleted. The extension still exists but has nothing to send the call to, so either repoint it or delete it.
Adding a Virtual Extension
Click 'Add Virtual Extension'.
- Name. Your reference for the extension. It appears in the list and beside the extension number.
- Extension Number. The number people dial. The form shows a Suggested Extension, which is the next free number, but you can enter your own as long as it is not already in use.
- Activity Action. What happens when the extension is dialled. See the table below.
- Option. Once you pick an Activity Action, a second field appears for the specific target, for example which conference room or which ring group.
- Click 'Save', then apply your changes to the phone system.
Activity Actions
| Activity Action | What dialling the extension does |
|---|---|
| Announcement | Plays an announcement. |
| Call Queue | Places the caller into a call queue. |
| Conference | Joins a conference room. |
| Custom Application | Hands the call to a custom application configured on your phone system. |
| Day/Night Condition | Follows a day/night condition, so the result depends on the time of day. |
| Extension | Rings a user's extension. |
| External Phone Number | Calls an external number, such as a mobile. |
| Hangup | Ends the call. |
| IVR | Sends the caller into an auto attendant menu. |
| Ring Group | Rings a ring group. |
| Valet Park | Parks the call in a valet park. |
| Virtual Extension | Points at another Virtual Extension. |
| Voicemail | Sends the call to a voicemail box. |
Usage notes
- Extension numbers must be unique across the phone system. A Virtual Extension cannot reuse a number already assigned to a user or another virtual extension.
- Chaining one Virtual Extension to another works, but keep the chains short. A long chain is hard to follow when something stops working.
- Review the list from time to time and remove extensions that are no longer used, particularly any showing a deleted target.