How to set up Employee Extensions (Users)

How to Set Up Employee Extensions (Users)

An Employee Extension is a 3-digit number representing a user in your phone system. Each Employee Extension allows you to manage call handling, voicemail, mobile app settings, and login information. Every team member, including yourself, should have their own Employee Extension. 

Important Note: You’ll need an Employee Extension to sync with the Unitel Voice Mobile App.

Tip: It’s recommended to set up your Employee Extensions first before creating your Department Extensions, as Department Extensions typically forward calls to a group of employee extensions.

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

Creating an Employee Extension

1. Navigate to the Extensions Page

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

2. Add a New Employee Extension

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

3. Complete the New Extension Form
    

   • Enter the following details:
     1. First Name: User’s first name
     2. Last Name: User’s last name
     3. Email Address: The email address where the invite will be sent
     4. Time Zone: Set the user’s time zone
     5. Admin Role: Enable the Admin role if the user needs access to all extensions and calls
     6. Extension Permissions: Configure permissions to allow the user to manage other extensions and settings (Learn more)
     7. Send Invite Email: Check this box to send the invite email (Note: Extension settings can be adjusted after creation)
     8. Click to Create the Extension

Configure Employee Extension Settings

Once the extension is created, it will appear at the bottom of the list with the Edit menu open. Here are the settings you can adjust:

1. General Information
    

   • Edit the extension’s basic details, such as activating the mobile app, voicemail transcription, and call recording.
   • Note: Voicemail transcription and call recording are add-ons you can enable in the Settings Menu under Extras.

2. Mobile App & Devices
   

   • Forwarding Calls: Employee Extensions can forward calls to the mobile app, another device, or a list of forwarding numbers/extensions.
   • Best Practice: Activate the Unitel Voice Mobile App to handle calls on your smartphone. This allows you to use features like outbound calling, call waiting, call transfer, do not disturb, and more.
   • Mobile App Setup: After downloading the Unitel Mobile App, sync it with your Employee Extension using your login credentials or scan the QR code for automatic login.
   • Tip: If you want to exclusively use the Mobile App for call handling, remove other forwarding numbers to avoid unnecessary call forwarding.

3. Forwarding Extensions & Numbers
   

   • If you prefer forwarding calls to a phone number, you can deactivate the Mobile App and set the forwarding number here.
   • You can create a list of phone numbers or extensions for forwarding and control the order in which calls are forwarded.

4. Voicemail Forwarding
   

   • Add an email address where voicemails will be forwarded. You will receive an email with the voicemail message and an attached MP3 file.

5. Voicemail Greeting
   

   • Record and upload a voicemail greeting for your extension. [Learn more about recording greetings here].

6. Recorded Extension Name
   

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

7. Extension Login
   

   • Manage the extension's login information, including the user’s email, username, and password. These credentials will be used to access the web portal and the Unitel Mobile App.
   • Note: Usernames and passwords have specific requirements:
     • Usernames: 8-40 characters (can include dash, underscore, or period)
     • Passwords: Minimum 6 characters, different from username, must include numbers and letters, and contain at least 3 unique characters.

8. Extension Permissions
   

   • You can set permissions for the extension user. Options include:
     • Admin: Allows full access to system settings
     • Billing: Grants access to the billing page to manage payments and view invoices
     • Extension Management: Control access to specific employee and department extensions
     • Note: Only admins can manage user permissions.

Save Your Settings

Be sure to Save your changes before moving on.