Extensions

Destinations tell Phone.com how to route incoming calls to specific Extensions. The Manage Extensions section displays every extension in your system.

Extension Management

• Adding a new extension
• Modifying Extension Settings
• Deleting an Extension

 

Extension Settings

• Breakdown of Manage Extensions
• General Extension Settings
• Outbound Calls
• Extension Voicemail Settings
• Voicemail Email Notification
• Send a Text Message (SMS) notification
• Text Voicemail Service

 

Extension Selections

• Call Handling Rules
• Creating an Extension Schedule
• Click to Call Button
• Address Book
• Call Blocking
• Greetings
• Conferencing
• Call Logs
• Place a Call
• Send SMS
• Send ChatCalls
• Send a Fax

Adding a new extension

Select the Extensions section from the navigation menu.
Click the Add an Extension button located in the Extensions section.

Select the Extension Type by clicking on the corresponding icon. An explanation of each extension type can be found below.

Extension Types
Virtual Extension | Softphone Extension | iPhone Extension | Adapter or IP Phone Extension

Virtual Extension

A Virtual Extension allows you to route calls into your Phone.com account to multiple destinations, such as a cell phone, home phone or work phone. Virtual Extensions are free and can be upgraded to include a device at anytime.

To add, click the “Add Selected” button.

Softphone Extension

A Softphone is a software program for making telephone calls over the Internet using your computer rather than using a traditional phone. A Softphone Extension allows you to use your Phone.com account with this software. Additional fees may apply.

To add, click the “Add Selected” button.

iPhone Extension

An iPhone Extension allows you to use your Phone.com account with your personal iPhone. Active iPhone with service is required and is not provided by Phone.com. Additional fees may apply.

To add, click the “Add Selected” button.

Adapter or IP Phone Extension

An IP phone or analog telephone adapter (ATA) allows you send and receive calls from your Phone.com account wherever you have internet access. Select from a variety of devices to purchase and use with your Phone.com account. Prices vary.

To add, click the “Add Selected” button.

 

Extension Settings: General, Voicemail and Schedule Settings

Breakdown of Manage Extensions

The Manage Extensions page allows access to many of the important extension selections.

• Ext # is the extension number of this extension, as selected from within the Extension Settings.
• Nickname is the internal name given to this extension.
• Device is the extension type.
• Inbox gives access to the voicemail and fax messages within the Inbox for this extension.
• Contacts give access to the address book for this extension.
• Settings give access to all of the important extension settings, including extension number, nickname, voicemail, etc.
• Greetings give access to the recordings created by this extension.
• Delete allows you to permanently remove this extension.

General Extension Settings

General Extension Settings include basic details about this extension.

Nickname This is an internal nickname that helps you identify this extension.

Extension This is the customized extension number for this person.

Name The name in this field will be included in the Dial-by-Name Directory.

Recorded Name The greeting selected will play instead of our general operator when reading a name within the Dial-by-Name Directory.

Time zone The time zone setting is used to set the time zone for this extension only.

Include in Dial-by-Name Directory? Selecting Yes for this option will include this extension in the Dial-by-Name Directory option. If you have selected a Recorded Name, this greeting will play instead of our general operator when using the Dial-by-Name Directory.

Outbound Calls

Outbound calls can be placed from your extension using “Click to Place an Outbound Call” or from your Phone.com device.

 

Caller ID to use for Outbound Calls

The Caller ID selected in this field will display when placing an outbound call. Select to use “Private” or one of your Phone.com numbers. Please note that Toll free numbers cannot be used as caller ID when making outbound calls to other toll free numbers. In this case, your caller ID will be (973) 577-6380.

 

Local Area Code to Use for Outbound Calls

This setting will set the local area code for the phone/device that you are using for this extension.

Extension Voicemail Settings

The Extension Voicemail Settings section will display the voicemail settings for this specific extension.

Status

• On: Select “on” to enable the Voicemail service for the extension
• Off: Select “off” to disable the Voicemail service for the extension

Voicemail Greeting

Your voicemail greeting is the message callers hear when accessing your voicemail box. Select one of your custom audio files from the dropdown list to be used as your voicemail greeting. The following greeting options are available:

Standard Greeting: When selected, this is the main greeting callers will hear when they are transferred to your voicemail.

Alternate Greeting: When selected, this is your alternate greeting to switch to in the event you are away on vacation, in a meeting, etc. By having the alternate greeting pre-recorded, you can update your voicemail quickly to alert your callers.

Name: When selected, only the recording of your name will be played.

You can preview the greeting by clicking the play icon and the greeting will begin playing in your browser. To stop the greeting, click the stop icon. Speakers or headphones are required to listen to your recordings.

For more information on how to record a greeting, please reference the Greetings User Guide..

“Leave a Message” prompt

If you prefer to play the operator instructional message after your Voicemail Greeting has played to your callers, check the corresponding box and save your changes. The operator instructional message will say, “Please leave your message after the tone. When finished, hang up or press the pound key”.

If you prefer to not play the operator instructional message after your Voicemail Greeting has played to your callers, simply uncheck the corresponding box and save your changes.

Password

The password lets you check voicemail from your phone. When accessing a voicemail box from a phone, you will be prompted to enter the password. Clicking the Reset Password button will set the password to the system default value of 000000. Once you update your password to something new, make sure to select the Save Changes button to save your settings.

Voicemail and Fax Email Notification

Choose your preferred method of notification for voicemail and fax messages. Your options include receiving notification via email and/or your mobile phone. Check the notification method you prefer and enter the corresponding destination email address and/or mobile number to receive the notification.

Send an Email notification to

Check this option and enter the email address you would like message notifications to go to. For two email addresses, separate by a comma.

Attach voicemails as:

Select your voicemail attachment file type by clicking the radio button to the left of the method you prefer.

• .wav file: This standard is playable on any Windows based computer and is the recognized standard.
• .mp3 file: A compressed file format used for audio files on most computer media players.

Voicemail Messages are kept in your Phone.com account for 90 days. We recommend downloading the messages to your computer to save for a longer amount of time. The email message will also contain the time, date, length and Caller ID information for the message.

Send a Text Message (SMS) notification

By checking the Send a text notification** option, a short text will be sent to your mobile device when you receive a new voicemail and/or fax message. Enter your mobile number in the field provided (no spaces or hyphens needed) and select your cellular carrier from the drop down list. If your cellular carrier is not in list, please contact us and we will help you.

**Please note that separate texting fees may apply with your cellular phone provider.

 

Text Voicemail Service

Text Voicemail gives you the ability to read your voicemail rather than listen to the actual message. Your voicemail message is converted by a team of transcribers from voice to text then emailed directly to you!

Text Voicemail Breakdown:

• Transcription can be turned on or off at your discretion.
• At only $0.25 per message, you’ll find that Text Voicemail is an inexpensive way to receive voicemail information quickly and efficiently.

Modifying Extension Settings

To modify your extension settings at any time, visit the Extensions section of your online account by selecting “Extensions” from the navigation bar.

On the Manage Extensions page, select the Settings button to the right of the extension you will be working with.

Deleting an Extension

To delete an extension permanently at any time, visit the Extensions section of your online account by selecting “Extensions” from the navigation bar.
On the Manage Extensions page, select the delete button to the right of the extension.

Call Handling Rules

Each extension is given the option to have specific Call Handling Rules. To begin modifying your extension’s Call Handling Rules, visit the Extensions section of your online account by selecting “Extensions” from the navigation bar.

Select the Settings icon to the right of the extension you will be working with.

From within the Extension Settings section, locate the green side navigation bar.

Select Call handling Rules from the side navigation bar. The Call Handling Rules for this extension will be displayed.

For more details on how to modify your Call Handling Rules, please reference the Call Handling Rules User Guide.

Creating an Extension Schedule

Create a schedule with your available hours. This schedule will now be available to apply when defining your phone number, extension and menu item destinations.

Route calls received during your available hours to one destination and calls received outside of available hours to a different destination (e.g., send callers to voicemail).

**Please note this section refers to creating a schedule for the extension, not for the overall account.**

To learn how to create a Schedule for your extension, please reference the Schedules User Guide.

Click to Call Button

The Click to Call Button allows visitors to your website, blog, auction or any online document to place a call directly to you without having to dial your number.

To locate the Click to Call Button, visit the Extension Settings section of your account.

Select the Settings icon to the right of your extension.

From within the Extension Settings, select the Click to Call Button link located in the left column.

Select the Button Style to view the HTML code to embed into your website or email. We offer a variety of Click to Call Buttons depending on your personal tastes and needs. View the samples* below:

*Subject to change.

There are three ways to use the Click to Call Button:

1. Embed into your website
2. Embed into your email as a clickable image
3. Embed into your email as a link

Depending on how you’d like to use the Click to Call Button, copy and paste your preferred method into the appropriate website file or email signature.

Address Book

To learn about the Address Book, please reference the Address Book User Guide.

Call Blocking

To learn about Call Blocking, please reference the Call Blocking User Guide.

Greetings

To learn how to create Greetings for your account, please reference the Greetings User Guide..

Conferencing

Conferencing is available for use within your Extension. Each extension will have the same Conference Bridge number but a different Conference ID. To access your Conference Bridge, please follow these instructions:

1. Select Extensions from the navigation bar.

2. Select the Settings icon to the right of your extension.

 

3. Select the Conferencing link from the left navigation bar.

4. You will now be on the Conferencing Page.

To dial in to your conference:

1. Dial the Conference Bridge Number above
2. Enter the Conference ID number when prompted. (The Conference ID is the number you give to participants to join the conference)
3. If you are a participant press # after the conference ID.
4. If you are a Moderator/Host press * after the conference ID (not #), and enter the Moderator/Host Pin number at the prompt.

Up to 500 participants can attend one conference.There is no time limit on your conference.

A permanent Conference Bridge Number is provided by Phone.com and cannot be changed at anytime.

Helpful Conferencing Questions

How can I reduce echoing during a conference call?

Participants should check to make sure their microphone source used during the conference call is muted. Moderators can mute and unmute all of the lines and one-by-one to see if any particular caller or callers may be causing the echo effect. If this is determined to be the case, then those callers can be muted for the entirety of the conference, or they can try calling in again from a different phone or quieter area.

How can I reduce distortion during a conference call?

The participant should make sure to call from a good quality phone, and should make sure to keep any background noise to an absolute minimum. If this does not help, the participant should hang up and reattempt a connection into the conference.

What happens if a participant calls into a conference before the moderator?

Depending on the preferences of the moderator, three different outcomes can occur. One, the participant may be prompted to hang up and call back at a later time. Two, the participant may be placed on hold until the moderator arrives, at which point the participant is placed into the conference. Lastly, the participant may be placed directly into the conference without having to wait for the moderator.

Does the number of participants affect the quality of the conference call?

As the number of participants increases, so the does the probability of unintended participant error. Issues may arise, such as background noise, un-muted lines, and the type of phone used can affect the quality of the conference call.

Can calling cards be used to dial into a conference call?

Yes, calling cards can be used to dial into a conference call. Enter the calling card phone number, input the card’s pass code, and then dial the conference number provided to you by the Moderator. Depending on the calling card used, you may have to pay a fee (normally deducted as minutes from your card) for calls made from a payphone.

Call Logs

To learn how to use Call Logs within your account, please reference the Call Logs User Guide.

Place a Call

To place an outbound call from within your Phone.com account, please follow these instructions:

1. Select the Extensions option from the navigation bar.

2. Select the Settings icon to the right of the extension you will be placing your outbound call.

 

3. Select the Place a Call link from the side navigation bar.

 

4. The Place a Call window will appear and the background of your control panel will dim.

 

Call From:

Enter the number of the physical telephone from which you will be placing your outbound call. This may be your cell phone, home phone, office phone, etc.

Call To:

Enter the number of the party you would like to reach into the box.

When you have entered the Call From number and the Call To number, click the “Call” button to place your call.

We will then call you at the number you entered into the “Call From” field. When you answer, you will hear ringing as we connect you to the “Call To” number.

You can also place an outbound call from/to an International number. Follow the above steps, but click the “International” icon to insert your International number.*

**Please note copying and pasting a number into the field will not work.

Send SMS (text messages)

Send SMS (text messages) through your Phone.com account. Please note: SMS cannot be sent from toll free numbers.

Step 1

Set your Outbound Caller ID to a local number

This setting will set the local area code for the phone/device that you are using for this extension. Follow these instructions to complete step 1:

Select the Extensions section from the navigation bar.

Select the Settings icon to the right of the extension.

From within the Extension Settings, locate the Outbound Calls section.

Select the Caller ID to Use for Outbound Calls to one of your Local Numbers.

SMS cannot be sent from toll free numbers. Setting this to a toll free number will disable the ability to send SMS from this extension.

After selecting your local number to be used as outbound caller ID, save your changes.

 

Step 2

Once your changes have been saved, visit the Extension Settings section once again.

Select the Send SMS link from the side navigation bar.

 

After selecting the Send SMS link, the background will dim and the SMS pop up will display.

Enter the number to send your SMS message.

Enter your message.

When ready, click the “Go” button to send your SMS.

 

Your SMS will then be received on the phone you sent it to.

Extension Voicemail Settings

The Extension Voicemail Settings section will display the voicemail settings for this specific extension.

Send ChatCalls

Send personal audio messages to your friend’s phone using our automated Chatcalls. Upload your own messages or create them using our custom greetings tool.

To begin, select the Extensions section from the navigation bar.

Select the Settings icon to the right of the extension.

 

Select the ChatCalls link from the side navigation bar.

Enter the required information:

Message

From Name: The name which you would like to send your message from.

From Email: This email will be used to send a confirmation when the ChatCall has been successfully sent.

Caller ID: The Caller ID that will display on the outbound ChatCall.

Greeting to Send: Select the greeting to send.

 

Recipients

Enter the name of the person and telephone number you will be sending your ChatCall to.

Or, select Add Contacts from your Address Book.

The Address Book will display. To add recipients, click the check box next to the person’s name.

 

When ready to send, click the Send ChatCalls button.

 

Your ChatCall will be sent to your specified recipients.

Send a Fax

To learn how to Send a Fax from your extension, please reference the Fax User Guide.