The “Extensions” function enables you to create and manage your PBX extensions:
- Select one or more extensions for processing or click on an extension to edit directly.
- “Edit” or “Delete” selected extension(s).
- “Import” extensions from a CSV file, Active Directory (AD), setup Office 365 integration or “Export” selected extension(s) to CSV file.
- “Regenerate” security credentials (SIP ID & authentication, Web Client password,Voicemail PIN, etc), “Send Welcome Email” and set “Status” for selected extension(s).
- “Copy Extension” enables you to provide “User Configuration” info and copy “Extension Options” from a selected extension as template, to quickly create a new extension.
In the User Information section you can enter the first name, last name, email address, the mobile number, as well as the outbound caller ID for the user. The email address is used to send links to the apps, manual links, voicemail PIN as well as a configuration file to automatically provision the apps.
In the “Authentication” section, the auto-generated authentication ID and password can be altered to sync the new credentials to auto-provisioned phone(s).
In the “Direct Inbound Dialing (DID)” section, you can select a DID for the user and in the “Click to Call / Click to Meet” section set a personal meeting room name. Contacts can use this URL from any WebRTC-capable open-standards browser (Chrome, Firefox) to join an ad hoc web meeting.
The “Voicemail” tab enables you to configure the extension’s voicemail preferences including the voicemail authentication PIN number, enable/disable PIN Authentication, play Caller ID, and reading out the Caller ID and Date / Time the message was received. You can also choose to send an email notification, configured to contain the voicemail message, and optionally delete the message from the server freeing up space.
The “Manage Voicemail Greetings” section includes configuration options to manage your voicemail greetings:
- Add new – add a new greeting from a pre-recorded .wav file.
- Record from phone – Record a new greeting file from your phone.
- Manage – Manage your greetings.
Call forwarding rules define how 3CX routes incoming calls to an extension, based on:
- User’s status.
- Time of call.
- Caller ID.
- Call type - internal or external call.
Each status requires a call forwarding rule, e.g. if the user is unable to take a call whilst their status is “Available”, 3CX forwards the call to voicemail, whilst if their status is set to “Do Not Disturb (DND)”, 3CX forwards it to their mobile. These options are available for each status:
- Ring my mobile simultaneously
- Accept multiple calls
- Logout from queues – enable to automatically log the user out from queues. IMPORTANT - this automatically logs you in or out from a queue based on status, overriding the Queue Login / Logout button. Agents need to use status rather than the Queue Login / Logout button, if this option is enabled.
- Accept calls from Ring Groups
- Forward Internal and/or External calls to:
- Extension’s Voicemail,
- End call.
“Auto Switch Status” - enable to automatically change a user’s status to “Available” based on global or specific office hours. To configure custom office hours and break times, click “Configure”. Outside of office hours the extension’s status is switched to “Do Not Disturb” and during Break Times is set to “Away”.
“Exceptions” - create exceptions by entering the “Caller ID”, selecting the time frame in “Received During” and then the action in “Forward To”.
The “Phone Provisioning” tab enables you to manage settings for phones linked to this extension. See more info on managing IP phone settings in Configuring IP Phones using provisioning and managing 3CX app settings in “Configuring the 3CX Apps.”
BLF (Busy Lamp Fields)
Configure the BLF indicators on an IP phone, as well as the 3CX App for Windows from this tab by matching a BLF button with an extension to display the extension’s status. The number of available BLF buttons varies per deskphone, while the 3CX app has no such limit with up to 36 BLF indicators per page.
You can also link BLF buttons to a shared parking place or a speed dial to allow users to easily park or unpark calls by pressing the assigned BLF button. These options are available for BLFs:
- BLF - shows the presence of another extension.
- Speed Dial - link to a contact for easy calling.
- Custom Speed Dial - assign to a custom phone number.
- Shared parking - link to a shared call parking number.
- Agent Login / Logout - assign to alternate between Login/Logout for queues.
- Change status - link to change to selected status.
The configured BLF settings can be easily re-ordered by clicking on the entry’s move handle to drag and drop to the desired position.
The “Options” tab allows you to set advanced options for the extension, in these sections:
Restrictions - configure what the extension is allowed to do:
- Disable Extension – disables extension.
- Disable External Calls – disallows any external calls from the extension.
- Enable PIN Protect - configure an extension to allow outbound calls only after entering a PIN, i.e. the user dials 777 followed by the PIN and a # to dial the external number.
- Disallow use of extension outside the LAN – blocks any registrations from outside of the network for 3CX apps and IP phones.
- Block remote tunnel connections – blocks the extension from being registered outside of the network, even via tunnel connection.
- Block outbound calls outside office hours - restrict outgoing calls to office hours.
Options - configure general options for the extension:
- Record all calls – records all calls.
- Screen calls – use ONLY for the Rebound feature, i.e. prompts the user for a name and plays the name to the called party to decide to take the call or not.
- Send email notifications on missed calls – triggers an email notification for each missed call.
- Do not show extension in 3CX company phonebook – hides extension from the phonebook.
- Allow user to organize 3CX Webmeeting Video Conferences.
- SIP ID - set a specific SIP ID for this extension
The “Rights” tab allows you to configure an extension’s rights for each of the groups in the “Group Membership” dropdown the extension is a member of. To configure the rights of the extension:
- Select the group for which to configure the extension’s rights.
- Set the role (User/Manager) for the extension within that group.
- Set the extension’s rights for that group by enabling:
- Can see group members – allows the user to see all group members presence.
- Can see group calls – allows the user to see calls made by group members.
- Show presence to group members – shows the user’s presence to group members.
- Show calls to group members – shows user’s calls to group members.
- Perform operations (divert, transfer, take) on any active call to group members.
- Can Barge in, listen or whisper – can barge in to calls made by group members.
- Can Intercom – allows the user to intercom with other extensions.
- Can park calls – allows the user to park calls for other users to pick up.
- Can control IVR – allows user to control the IVR.
- Can manage the company phonebook – allows the user to add/ edit/ delete Company contact entries via the 3CX apps.
- Perform receptionist operations - enables the user to set status, reminders (wake-up call) and queue log in/out.
- Can see group recordings (Pro+) - can download and listen to group recordings.
- Click “OK” to apply the rights and restart the 3CX app for the changes to take effect.
Delegating Extension Management
To delegate extension management tasks from the ”Extensions” function in the Management Console:
- Click to edit the extension.
- Go to the “Rights” tab and enable the option “Allow access to 3CX Management Console”.
- In “Extensions Management” select the level of management to grant:
- Manage own extension.
- Manage extensions in groups the user’s extension is a member of.
- Manage all extensions.
- In “System Management” you can grant these rights:
- Administer SIP Trunks - manage configured SIP trunks.
- General System Administration – change general settings.
- Generate call reports (Pro+) – access reports and call recordings. To download call recordings from the generated report, enable “Allow downloads of call recordings”.
Note: As a safety measure, delegated admin extensions with “System Management” rights on 3CX v16+, cannot view or edit other delegated admin extensions with the same or higher level of rights.
Extension groups are used to determine what information is shown to whom. An extension has to be a member of at least one group.
Extensions are initially assigned to the “Default” group with these privileges:
- Managers can see the call details of ALL extensions and queues.
- Managers can perform operations on ANY call, i.e. Pickup, Transfer, Divert, Reject, Barge-in, and Park.
- Users have no rights to view calls of other users.
To create an extension group from the management console:
- Click on the “Groups” function and then the “Add” button.
- Specify a name for the group.
- In the members section, click on the “Add” button to add members to the group.
- In the “Group Rights” tab set the rights for group managers and users in the respective sections.
- Click “OK” to create the group.
Select one or more managers for a group, e.g. a department supervisor, from the “Extensions” function:
- Edit the extension to set as Manager and click on the “Rights” tab.
- Select the group to configure in “Group Membership” and set the “Role” to Manager.
- Click “OK” to apply the role to the extension.
You can configure one or more members of a group with the Manager role, able to view the call details of the group members.