Adding Extensions for Employees or Departments

Your Phone.com service allows you to set up as many phone extensions as you need. Think of these as destinations or end points for the calls that come in to your phone number.

You can use extensions to route incoming calls to different departments or employees. For example, you could route calls to your Sales department—say, to a Sales agent’s mobile phone during office hours. After hours, those same calls could be sent directly to your agent’s voicemail.

If you’d rather each employee have his or her own direct line, you can add a separate phone number for each person.

About Our Extension Types

Phone.com offers the following types of extensions:

  • Virtual: Used as a virtual mailbox (to store and manage voicemail, SMS messages and faxes), for forwarding incoming calls to your cell phone, or for setting up the Phone.com Mobile app.
  • Communicator: Used to make and receive calls on the Communicator softphone from your computer.
  • Mobile: This extension type is used for a third-party application, and is not covered in this article. 
  • IP Phone or Adapter: Makes it possible to use an IP phone or analog telephone adapter (ATA) to make and receive calls.

This article covers how to add Virtual, Communicator and IP Phone/Adapter extensions for your employees or departments.

Adding a Virtual Extension to Your Account

  1. Mouse over Configure and click Add a User/Extension.
  2. Click Virtual Extension.
  3. If you want this extension to have unlimited monthly calling that does not use your shared minutes plan, check the Upgrade this extension box.
    Note: There is a monthly charge for adding unlimited users.
  4. Click Add Virtual Extension.

The extension is added to your account and assigned an extension number. On the New extension page, you can change various settings, including the nickname, extension number or the caller ID that will display for that extension.

To set up this extension as a virtual mailbox, you’ll need to set a call handling rule that forwards calls to voicemail:

  1. Under Settings in the left-hand menu, click Call Handling Rules.
  2. Set whether you want all calls to go to voicemail, or whether to send calls to voicemail based on a schedule.
  3. For Select how calls should be handled, select Leave Voicemail and choose the extension you have just added from the drop-down menu.
  4. Click Save Rule Settings.

Calls will now go to the Inbox for this voicemail extension. For more information, see our articles on Voicemail.

Using call handling rules, you can also set this extension to forward calls to another phone number—say, your mobile phone or another desk phone.

You can also set up a virtual extension to use the Phone.com Mobile app, installed on your iOS device. For more information, see How Do I Connect My Mobile Phone to Phone.com?

Adding a Communicator Extension to Your Account

Phone.com Communicator is a softphone, which is software that lets you make calls over the Internet using your computer instead of a physical phone. A Communicator extension enables you to use Communicator with your Phone.com service.

  1. Mouse over Configure and click Add a User/Extension.
  2. Click Communicator.
  3. Read and then check the By checking the box shown box to show you understand that Communicator will be paired with the first computer on which you use it.
  4. If you want this extension to have unlimited monthly calling that does not use your shared minutes plan, check the Upgrade this extension box.
    Note: There is a monthly charge for adding unlimited users. Also note the requirements for the computer on which you will use Communicator.
  5. Click Add Communicator.
  6. Review your basket contents, select payment options, and then click Confirm order.

The extension is added to your account and assigned an extension number. To see the extension, mouse over Configure and click Manage Users and Extensions.

To edit settings like the nickname, extension number or the caller ID that will display for the extension, click Edit for the Communicator extension that you want to edit.

Adding an IP Phone/Adapter Extension to Your Account

An IP phone, or a traditional phone connected to an analog telephone adapter (ATA), allows you to make and receive calls on your Phone.com account wherever you have internet access. If you want to set up desk phones for your employees, you will need to add an IP Phone/Adapter extension for each device.

Phone.com offer a wide range of IP phones for purchase. You can also purchase adapters to use with your own desk phone. For more information, see our articles on desk phone setup and bringing your own phone to Phone.com.

  1. Mouse over Configure and click Add a User/Extension.
  2. Click IP Phone or Adapter.
  3. If you want this extension to have unlimited monthly calling that does not use your shared minutes plan, check the Upgrade this extension box.
    Note: There is a monthly charge for adding unlimited users.
  4. Click Add and Select Device.
  5. Select a phone or adapter that suits your needs, and set your preferred shipping options.
  6. Click Add Selected.
  7. Review your basket contents, select payment options, and then click Proceed to Payment.
  8. Select your final payment options, and click Confirm Order.

The extension is added to your account and assigned an extension number. To see the extension, mouse over Configure and click Manage Users and Extensions.

The model number for the IP phone or adapter that you purchased is listed next to the extension number. To edit settings like the nickname, extension number or the caller ID that will display for the extension, click Edit for the IP Phone/Adapter extension that you want to edit.

Note: Most IP phones and adapters will need to be connected to a router. If you do not already have a router, you will need to purchase one. For more information, see Connecting Your IP Phone or Adapter to Your Internet Network.