Extension Overview

Extensions should be allocated for each telephone handset that will be connected to the SmartPABX. For example, if you have 10 telephone handsets, you will need to create 10 different extensions within the SmartPABX for your 10 phones.

Extension numbers are 4 digit numbers and are allocated to each extension automatically when they are created. The first extension that you create will be automatically allocated with extension number 9001, and additional extensions will be allocated with 9002, 9003, 9004 and so on.

Once you have created your extensions in the SmartPABX, and have configured and connected your telephone handsets to the SmartPABX, users of those telephone handsets will be able to call other users by dialling their 4 digit extension number.

Creating a new Extension

To create a new extension, login to your SmartPABX web interface and complete the following steps:

  • Click on the “Configure Extensions” menu option

  • At the bottom of that page, click on the “Click here to add a new extension” button

  • You will be presented with a page similar to the image displayed in figure 1.1

When you have completed all fields, click on the “Add new Extension Number 9XXX” button to create the new extension. An explanation of each field follows.

Description of Extension Options

Extension Number

The extension number field contains the 4 digit extension number (allocated automatically) for the extension you are creating. It is not possible to change this value.

The extension number that is allocated becomes the registration username for the SIP handsets that connects to this extension.

Extension Password

The extension password field contains the password for the extension number you are creating. This field will be populated automatically with a randomly generated password. It is possible to change this password if required.

The password that is allocated becomes the registration password for the SIP handset that connects to this extension.

IMPORTANT NOTE: If you change the password to a custom password it is very important to use a secure password that contains a mixture of letters and numbers and is at least 6 characters long. Care should be taken to ensure that this password is kept in a safe and secure place.

Extension Comment

The extension comment field is used as a descriptive field to label the extension either by the users name. This field should contain the users first name and surname, separated by a space. This field is also used by the Corporate Directory feature. This field accepts all characters.

Concurrent Call Limit

The concurrent call limit field describes the number of concurrent calls permitted for that extension, ranging from 1 through to 10.

If you require the ability for your users to place callers on hold while attending to other calls, you must set this value to at least 2. The default value for this field is 2.

Extension Context

The extension context field is primarily used to suspend extensions. Normally this would be set to “Active”. In the case where you wish to prevent an extension from being able to make or receive telephone calls, you should set this field’s value to “Suspended”.

Extensions that are “Suspended” are unable to make or receive calls, and their telephone handsets will also be unable to register to the SmartPABX.

Send inbound to Ring Group

This option is used to redirect the extensions inbound calls to a ring group (which can ring on multiple telephones). If this option is enabled, inbound calls to this extension number will dial the ring group selected. The call will ring on all telephones in that ring group, until the call is answered. This feature is sometimes referred to as single number reach.

To use this option you must first create a “Ring Group” (see “Configure Ring Groups”), and define the members of that ring group. After you have created the ring group, it will then be possible to select that ring group from the “Dial Ring Group” drop down menu box.

To disable this functionality, set the “Dial Ring Group” value to “N/A” from the drop down menu box.

IMPORTANT NOTE: Inbound calls to the extension that are initiated either from a Queue, IVR, or another Ring Group will not dial the specified Ring Group and will instead dial the extension directly. This behaviour is intended.

Ringtime

The ringtime field is used to define the length of time that inbound calls to this extension will ring for, before either being diverted to voicemail (if voicemail is enabled), or the call being terminated (if voicemail is disabled).

Outbound Caller ID

The outbound caller ID field is used to define the Caller ID number that will appear on outbound PSTN calls. This option can either be set to “Private”, if you wish your caller ID to be withheld, or can also be set to one of your Direct Indial numbers that are associated with your SmartPABX.

Please note that this field is not used for internal (extension to extension) calls, and is only relevant for external PSTN calls. Internal calls between extensions will always show the 4 digit extension number of the caller as the Caller ID.

Queue Membership

The queue membership field is used to add an extension into a relevant queue. Queues must first be defined (see ‘Configure Queue’ section on page 27).

Destination if no answer

The destination if no answer field is used to define where to route an inbound call if unanswered, after the ‘Ringtime’ has expired. There are three available options, as shown below.

  • GotoVoicemail (default setting)

  • GotoIVR

  • Hangup

Voicemail

The voicemail field is used to either enable or disable voicemail for this extension.

If voicemail is enabled, inbound calls to this extension will firstly ring for the number of seconds defined in the “Extension Ringtime” field, and will then divert to voicemail.

If this user of this extension is already on a phone call, and they do not have call waiting turned on in their telephone handsets, inbound calls to this extension will divert to voicemail immediately.

If voicemail is disabled, inbound calls to this extension will firstly ring for the number of seconds defined in the “Extension Ringtime” field, and will then terminate (i.e. hangup) the call.

If voicemail is enabled, both the “Voicemail Password” and “Email Voicemails To” field must be set.

If voicemail is disabled, both the “Voicemail Password” and “Email Voicemails To” fields are not required to be set.

Voicemail Password

The voicemail password field is used to set the password for this extensions mailbox. The password should be between 3 and 6 characters long, and should be numeric characters only.

If voicemail is disabled this field should be left empty.

Email Voicemails To

The “Email Voicemails To” field is used to set the email address of the user of this extension. When voicemails after left for this user, the voicemails are converted into a WAV audio file and instantly emailed to this email address defined in this field.

If voicemail is disabled, this field should be left empty.

Add to Corporate Directory

If this option is selected, this user is added to the Corporate Directory. The Corporate Directory presents a caller with a directory of extensions from which they may select by name.

To use the Corporate Directory feature please ensure that all users have recorded their name, by logging into voicemail, navigating to ‘’mailbox options”, and selecting the option to record your name.

The Corporate Directory can be accessed internally by dialling 500. The Corporate Directory can also be accessed by external callers, by configuring an IVR to connect the caller to the Corporate Directory (see “GotoDirectory” action of IVR).

Record Calls

The Record Calls field is used to define whether or not calls to and from this extension are recorded.

If this option is enabled, all calls to and from this extension number will be recorded. If this option is disabled, calls to and from this extension number will not be recorded. *

  • Note that regardless of what this option is set to, if inbound calls to this extension are initiated from an IVR, then this field is ignored and the recording options for the IVR are instead used. For example, if extension 9001 has call recording disabled, but is receiving calls initiated from an IVR (using the “Dial” action within the IVR) and that IVR has recording enabled, then this users inbound calls from this IVR would be recorded.

IMPORTANT NOTE: Legal requirements regarding recording of telephone calls vary depending on where the calls are being made to and from. Please research the legal requirements and ensure that you comply before enabling call recording.

Forward Calls To

The “Forward Calls To” field is used to forward (redirect) inbound calls arriving on this extension to another single number. The number being forwarded to can either be a 4 digit extension number, or can also be a regular 10 digit PSTN number.

Please note that calls are only forwarded if the caller has dialled that extension directly (either directly from another internal extension, or directly from a DID number mapped to this extension). Calls to the extension number that have been initiated from an IVR (using the “Dial” action) or a Queue will not be forwarded.

Call Group and Pickup Group

An extension can be a member of a call group. This means other extensions that are in the corresponding pickup group can pickup calls from that extension. An extension can be in any combination of groups. Groups are managed via the Edit Call Groups link. It is not possible to remove the Default group, but it is possible to remove all the extensions from it.