Extensions | Hams AI Docs

An extension is an internal number for an agent. An agent needs an extension before the softphone can register. A queue can only deliver a call to an agent who has an extension. The extension number is also the SIP user name of the agent.

Only administrators can change extensions. If you delete an extension, the system removes it from the agent lists of campaigns.

The Extensions tab with an extension open: the agent it belongs to, its SIP secret, outbound caller ID and codecs.

Fields

Field	What it does	Rules
Number (SIP username)	Sets the extension number.	Required. 4 to 20 digits. Each number needs to be unique in the SIP domain. A queue in the same domain cannot use the same number. You cannot change it later.
Display Name	Sets the display name of the extension.	Up to 128 characters. Do not use a double quote, a backslash, or a line break. For a User extension, the name comes from the assigned user.
Domain	Sets the SIP domain of the extension.	Required. You choose it when you create the extension. You cannot change it later.
Type	Sets the kind of extension.	The dashboard shows User and does not let you change it. The other values are Conference and Virtual.
User	Links the extension to an agent.	Required for a User extension. One user can have only one extension in a SIP domain.
Secret	Sets the SIP password of the extension.	Required when you create an extension. See SIP secret.
Outbound Caller ID	Sets the number that the extension shows on outbound calls.	Optional. Use an optional `+`, then 3 to 15 digits, `*`, or `#`. Up to 32 characters.
Codecs	Limits the audio codecs of the extension.	Choose from `opus`, `PCMU`, `PCMA`, `G722`, and `G729`.
Max contacts	Sets how many devices can register at the same time.	A whole number from 1 to 5. The default is 1. If more devices register, the oldest registration ends.
Active	Turns the extension on or off.	On by default.

Create an extension

Before you start, make sure that a SIP domain exists and that the agent is a user of the account. See SIP domains.

Open the Extensions tab

Click Settings in the Cloud Call Center sidebar. Click the Extensions tab.

Open the form

Click Create Extension. The Create extension drawer opens.

Enter the identity

Enter the Number (SIP username). Select the Domain. Select the User.

Set the secret

Click Generate a strong secret. Click Show the secret. Copy the secret.

Save the extension

Click Create. The drawer closes and the extension shows in the list.

By default, an account can have 10 extensions. At the limit, the Create Extension button is off. The page shows the message “You’ve reached the extension limit for this account.”

To change an extension, click its row. Change the fields. Click Save. You cannot change the Number (SIP username) or the Domain. To use a different number, delete the extension and create a new one.

SIP secret

Each extension has a secret. A device uses the secret to register. The system never shows a saved secret again. The drawer shows Generated — copy it now, it can never be read back after you generate a secret.

The secret must meet these rules:

12 to 64 characters. Use printable ASCII characters and no spaces.
At least 1 lowercase letter, 1 uppercase letter, 1 digit, and 1 symbol.
At least 5 different characters.
No character 3 or more times in a row.
No 4 sequential characters, such as 1234 or dcba.
No common word, such as password, welcome, or asterisk.
No extension number, and no extension number in reverse.

To set a new secret, enter it in the Secret field or click Generate a strong secret. Click Save. If you leave the field blank when you edit an extension, the system keeps the current secret.

Voicemail

A User extension can have its own voicemail box. The Voicemail column shows On or Off. To set up the box, open the actions menu of the row and click Voicemail. For the settings, see Voicemail boxes.

Delete an extension

Check the queues and campaigns that use an extension before you delete it. The system deletes its voicemail box, removes it from all queues, and removes it from the agent lists of all campaigns. You cannot undo a delete.

A campaign that has no extension left in its agent list stays in its status and rings nobody. See Campaigns.

To delete an extension, open the actions menu of its row. Click Delete. Click Delete again in the dialog.