How to set up Department Extensions (Groups)

What is a Department Extension?

A Department Extension is a group of Employee Extensions. Department Extensions are identified by a single digit (0-9).

For example, if your business has a Sales Team and a Support Team, you can create a Department Extension for each team. Then, add the appropriate Employee Extensions to each department. This way, sales team members can handle sales calls, and support team members can manage support calls.

You can also customize call forwarding and voicemail settings for each department extension.

Click Here to watch a quick video on how extensions work in our system.

Creating a Department Extension

1. Navigate to the Extensions Page
    

   • Go to the Extensions section in the left-hand menu.

2. Add a New Department Extension
    

   • In the Department Extensions section, click the Add Extension button.

3. New Extension Added
   
   

   • A new extension will be added to the list. Click to open and begin editing.

Configure Department Extension Settings

To edit the department extension’s settings, click the Edit button next to it. Here are the settings you can customize:

General Information

• In the edit menu, you’ll find General Information in the top left.
  
• Here, you can update the basic details of the extension and activate features like Voicemail Transcription and Call Recording.
  • Note: Voicemail Transcription and Call Recording are optional add-ons, which can be activated under Settings → Extras.

Forwarding Extensions & Numbers

This section lets you manage call forwarding for the department extension. You can create a list of extensions or phone numbers to forward calls to.

1. Initial Setup:

   • The department extension may start with a contact number. To remove it, click the Trash icon.

2. Add More Extensions or Numbers:

   • Click Add a Forwarding Number to add more extensions or phone numbers.
   • Best Practice: We recommend creating individual Employee Extensions for each team member and adding them to the department extension.

3. Create Forwarding List:
   
   

   

   • Select an employee extension or number to forward calls to. Set the Ring for time to 15 seconds and click Create.
   • The extension will be added to the list.

4. Additional Settings:
   

   • Click Edit next to any added extension to set a custom forwarding schedule or enable call announcements.
     • Note: It’s recommended not to use Call Announcement at the department extension level, especially if you’re forwarding to the mobile app on employee extensions.

Voicemail Forwarding

• You can forward voicemails to an email address or a list of addresses (separate with commas). Voicemails will be sent with an attached MP3 file, so you’ll be notified about new messages.

Voicemail Greeting

• Record and upload a greeting for the department extension’s voicemail box.
  • Click Here to learn more about recording greetings.

Recorded Extension Name

• Record your first and last name to be used in the Dial-By-Name Directory.