FAQs: Extensions
How many devices can connect to a softphone extension?
Only one device at any given time can connect to a softphone extension.
Can I set up an extension to be an information only extension, for example "directions"? If so, would there be an option to return to the main menu?
Yes, you can configure your extensions any way that you need, including using them as "directions" or other information only options. Simply configure your extension's Call Handling Rules then make sure to input the option to Go To Menu after the information has been provided to your callers.
Can I make voicemail for each extension accessible only by a password online and not just when you call in?
Yes, the Voicemail Password within the Extension Settings is unique to that extension and is available for users to login. When logging into an account via the extension, users will have limited access to the main account and will be able to utilize their extension settings, including voicemail messages.
Do I need a headset and microphone to make an Outbound Call through my Virtual Extension?
No headset or microphone needed! Simply click the “Place a Call” button and enter the number of the telephone you will be making your call from. Then, enter the destination number and click the Call button. Phone.com will ring your number and automatically connect you with the destination number.
How do I import my contacts to my Phone.com Address Book using a Mac?
For users of Mac Address book, you will need to download a small application called AddressBook2CSV Exporter, which can be found on Apple’s website, then upload the resulting CSV to Phone.com.
If I have few people each with a cell phone and one similar home number and I enter them all to my address book, will this cause confusion in the system?
The Caller ID with Routing system purely routes according to the Caller ID supplied in your Address Book. Therefore, if someone calls from “work” and they are all calling from the same number, it will route according to the first Call Handling Rule it finds relating to that Caller ID despite what the name displays in the system.
Does each extension have access to their own Address Book?
You bet! Each Phone.com Extension is provided their own personal Address Book to which they can set up customized groups and even import contacts from outside Address Books into Phone.com. Individual extensions can also login separately (outside of the main administrative account) to add, modify or delete contacts as well as manage their own extension settings.
How do I change the nickname for my extension?
To change the nickname for your number, visit the Manage Extensions section of your Phone.com account. Select the Settings icon to proceed located to the right of the extension you wish to work with. Nicknames are held internally, helping you to identify this extension when configuring actions for other areas of your Phone.com account.
How do I add a new extension?
To add a new extension, visit the Extensions section of your Phone.com account then select the Add New Extension link on the top right-hand side of the screen.
How do I edit an already existing extension?
* Name–The name entered in this field is the name that will be used if this extension is to be included in the Dial-by-Name Directory. The Dial-by-Name Directory allows callers enter the first letters of a last name to be routed to that person’s extension.
* Extension Number–Change the location of your extension by updating the Extension Number based on your account Settings.
* Timezone–The timezone setting is used to set the timezone for this extension only. It should be set to where the user for this extension is located.
* Caller ID for Outbound Calls–This is the Caller ID that will display on any equipped telephone that you make calls to from your Phone.com number.
* Include in Dial-by-Name Directory?–Selecting “Yes” for this option will include this extension in the Dial-by-Name Directory option.
I want to add voicemail to one of my extensions. How would I do this and add the right voicemail greeting?
* Voicemail Status
* Select the voicemail greeting
* Enter a password (optional)
Please make sure to click the Save Changes button at the bottom of the page to save any updates you make.
When I edit my voicemail box, what types of delivery options are available? Can I specify a different delivery option for different extensions?
* Send an email notification with the fax or voicemail as an attachment
* Send a text message (SMS) notification
Keep in mind that messages are stored for 30 days and are available in your account. You also have the option of a text message (SMS) notification sent to a mobile telephone number included with one of the above options. And yes, you can specify a different delivery option for different extensions in your account. Please make sure to click the Save Changes button at the bottom of the page to save your update.
How do I change the way calls are routed?
To change the way calls are handled with a specific extension, select the Extensions option from the navigation bar. Select on the Settings icon located to the right of the existing extension you wish to work with then select the Call Handling Rules link from the left column. Within the modify section, select the Edit button to add/edit your rules. Please make sure to click the Save Changes button at the bottom of the page to save your update.
I want to change a time zone for one of my extensions. How do I make this update?
To change the time zone for one of your extensions, select the Extensions option from the navigation bar then select on the Settings icon located to the right of the existing extension you wish to work with. Select the Settings tab within the Extension Management then select the General option from the left column. Within the modify section, locate the Timezone drop down menu to proceed. Please make sure to click the Save Changes button at the bottom of the page to save your update.
How do I remove a current extension?
To remove a current extension, select the Extensions option from the navigation bar then select the Delete icon located to the right of the extension you wish to remove.
Can I specify caller ID for my extensions?
Yes, you can. To begin, select the Extensions option from your account navigation bar. Then, select the Settings icon located to the right of the extension you wish to work with. Within the Settings management, locate the Caller ID(for outbound calls) drop down menu to proceed. You will have the option of choosing None or your current number. After you have made this update, do not forget to save your changes.
How do I specify an extension in the company directory?
To specify an extension in the company directory, select the Extensions option from the navigation bar. Select on the Settings icon located to the right of the extension you wish to work with. Within the Settings, select Yes or No from the Include in Company Directory drop down menu. Select Save Changes. Selecting “Yes” for this option will include this extension in the Dial-by-Name Directory option. To choose to display names within your Dial by Name Directory by either first or last name, visit the Settings section of your Phone.com account.
Where do I edit the starting digit and length of my extension numbers?
To edit the starting digit and length of your extension numbers, select on the Settings option from the navigation bar. The options for Extension Length and Extension Starts With can be found on this page. Keep in mind that the numbering of extensions is optional, but it does allow callers to type in an extension number when prompted to dial your extensions.
What are the Call Handling Rules?
The Call Handling Rules specify the destination(s) calls will be routed. For more information on Extensions and Routing, please visit the Phone.com User Guides or the features section.
Can I make calls from my Phone.com Toll-Free number to an outside Toll-Free number?
Most companies with their own Toll-Free numbers will not accept incoming calls from other Toll-Free numbers. But, we have made sure your calls will go through by setting your Caller ID as “Private” to allow connection when you use your Toll-Free number to call another Toll-Free number.
Does Phone.com offer a Click to Call button to place on my website?
We do offer you a Click to Call button for your website, blog, and even email signature! From within your Phone.com account, select the Extensions section then view the Settings for that extension. Locate the Click to Call Button link on the left column then choose the button you wish to display on your website. You have the option of a “Click to Call Me” button or “Click here to call Us” for your business.
