👨💻Adjust or assign extensions to agents
Overview
Each extension number is like a physical phone in real life, placed on a desk and used by a specific staff member.When an employee leaves or you purchase a new extension, you can transfer that extension to another employee to continue using it..
Each extension corresponds to an additional paid phone agent license. For example, if you purchase 6 phone licenses, you can have up to 6 extensions available for use (See pricing information for details). Each extension has an identifying name, usually starting with AG followed by the extension number, e.g. AG8002; these names are mainly used for logical processing and identification in the Automatic Call Distribution (ACD) system.
When an extension number is not being used by anyone, you can follow the steps below to transfer that extension number to another employee so they can answer and make calls.
Softphone (network extension)
Quick setup within employee profile
Go to "Apps" > "Employees" list and select the employee to assign and enable the phone for.
Switch to the "Enable phone" tab and select an unused extension.
Save, and the phone will be enabled for that employee after they refresh.
Hardphone (physical phone)
Because configuring a physical phone only requires the extension number with the category type set to"General Extension"item function.
Confirm that the employee who needs the additional physical phone does not have a "phone agent"; you can check whether the employee is bound to any phone agent in the "Phone Agents" item. If they are, please remove the employee from the agent first.
After confirmation, go to "Extension Numbers" and view the physical extension you want to change, ensuring the phone category type is set to "General Extension."
Then change the "Assigned Agent" below to the employee you need and save.
After adjustment, ask the employee to refresh the page or log in again to the system.
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