# Overview

<div class="toc-macro client-side-toc-macro non-printable conf-macro output-block hidden-outline" data-hasbody="false" data-headerelements="H1,H2,H3,H4,H5,H6,H7" data-macro-name="toc" id="bkmrk-overview-configurati">- <span class="toc-item-body" data-outline="2">[Configurations](#bkmrk-configurations)</span>
    - <span class="toc-item-body" data-outline="2.1">[Additional Configurations](#bkmrk-additional-configura)</span>
- <span class="toc-item-body" data-outline="3">[Adding an Extension](#bkmrk-adding-an-extension)</span>
- <span class="toc-item-body" data-outline="4">[Editing an Extension](#bkmrk-editing-an-extension)</span>
- <span class="toc-item-body" data-outline="5">[Deleting an Extension](#bkmrk-deleting-an-extensio)</span>
- <span class="toc-item-body" data-outline="6">[Additional Notes](#bkmrk-additional-notes)</span>

</div>An **extension** is an assignment to a physical phone, softphone, voicemail box, or any similar device configured within the system. A phone must have an extension assigned to it to receive calls.

<p class="callout info">A user cannot configure his or her extension. Only an administrator can update an extension.</p>

## Configuration Options  


<table border="1" id="bkmrk-field-type-descripti" style="border-collapse: collapse; width: 100%; height: 1253.65px;"><colgroup><col style="width: 15.5748%;"></col><col style="width: 13.3494%;"></col><col style="width: 60.8163%;"></col><col style="width: 10.2596%;"></col></colgroup><thead><tr style="height: 29.8px;"><td style="height: 29.8px;">**Field**  
</td><td style="height: 29.8px;">**Type**  
</td><td style="height: 29.8px;">**Description**  
</td><td style="height: 29.8px;">**Required**  
</td></tr></thead><tbody><tr style="height: 102.6px;"><td style="height: 102.6px;">Extension</td><td style="height: 102.6px;">Alphanumeric</td><td style="height: 102.6px;">Extension identifier

Numeric digits are recommended if the extension must be dialed from a phone.

</td><td style="height: 102.6px;">Yes  
</td></tr><tr style="height: 373.05px;"><td style="height: 373.05px;">Device Type</td><td style="height: 373.05px;">List  
</td><td style="height: 373.05px;">Extension device type

<table border="1" style="border-collapse: collapse; width: 100.407%;"><colgroup><col style="width: 22.4193%;"></col><col style="width: 77.5772%;"></col></colgroup><tbody><tr><td>**Type**  
</td><td>**Description**  
</td></tr><tr><td class="confluenceTd">SIP</td><td class="confluenceTd">SIP (Session Initiation Protocol) device

</td></tr><tr><td class="confluenceTd">IAX2</td><td class="confluenceTd">IAX2 (Inter-Asterisk eXchange) device</td></tr><tr><td class="confluenceTd">DAHDI</td><td class="confluenceTd">DAHDI (Digium Asterisk Hardware Device Interface) device

</td></tr><tr><td class="confluenceTd">VIRTUAL</td><td class="confluenceTd">Voicemail-only or call-forwarding extension, not connected to any physical device or softphone

</td></tr><tr><td class="confluenceTd">SIP-VIRTUAL</td><td class="confluenceTd">Additional extension on a device that supports multiple extensions

</td></tr></tbody></table>

VIRTUAL and SIP-VIRTUAL device types do not use extension licenses

</td><td style="height: 373.05px;">Yes  
</td></tr><tr style="height: 35.4px;"><td class="confluenceTd" style="height: 35.4px;">CallerID Name</td><td class="confluenceTd" style="height: 35.4px;">Field</td><td class="confluenceTd" style="height: 35.4px;">Caller ID name – displayed on devices that support caller ID

</td><td class="confluenceTd" style="height: 35.4px;">Yes</td></tr><tr style="height: 102.6px;"><td style="height: 102.6px;">User</td><td style="height: 102.6px;">List  
</td><td style="height: 102.6px;">The portal user associated with the extension (refer to [Users](https://docs.intellasoft.net/books/web-portal-dL9/page/users) for more information) – select if a specific user requires permission to access

VIRTUAL and SIP-VIRTUAL device types do not use extension licenses.

</td><td style="height: 102.6px;">Yes  
</td></tr><tr style="height: 35.4px;"><td class="confluenceTd" style="height: 35.4px;">Agent</td><td class="confluenceTd" style="height: 35.4px;">Value</td><td class="confluenceTd" style="height: 35.4px;">Indicates if the extension is associated with an agent

</td><td class="confluenceTd" style="height: 35.4px;">Read-only</td></tr><tr style="height: 106.85px;"><td style="height: 106.85px;">Status  
</td><td style="height: 106.85px;">Value  
</td><td style="height: 106.85px;">Status of the device registered to the server

<table border="1" style="border-collapse: collapse; width: 100.407%;"><colgroup><col style="width: 28.1035%;"></col><col style="width: 71.893%;"></col></colgroup><tbody><tr><td>**Status**  
</td><td>**Description**  
</td></tr><tr><td>OK  
</td><td>The device is registered and configured

IP and port are always displayed for this status.

</td></tr><tr><td>UNREACHABLE</td><td>The system cannot reach a registered device

An UNREACHABLE status could indicate an issue. Contact your system administrator if you suspect a problem.

</td></tr><tr><td class="confluenceTd">UNKNOWN</td><td class="confluenceTd">The system has given up trying to contact an UNREACHABLE device

</td></tr><tr><td>UNMONITORED</td><td>Endpoint is not monitored

IP and port are always displayed for this status.

An UNMONITORED endpoint can still be called. When this endpoint is called, the system will try to reach it until it times out. If the endpoint is unresponsive, the call fails.

</td></tr><tr><td>BLANK</td><td>No device is registered to this extension

A blank status could indicate an issue. Contact your system administrator if you suspect a problem.

</td></tr></tbody></table>

</td><td style="height: 106.85px;">Read-only  
</td></tr><tr style="height: 57.8px;"><td class="confluenceTd" style="height: 57.8px;">IP</td><td class="confluenceTd" style="height: 57.8px;">Numeric</td><td class="confluenceTd" style="height: 57.8px;">Internet protocol address (IPv4 format – e.g. 255.255.255.255) assigned to the extension

</td><td class="confluenceTd" style="height: 57.8px;">Read-only</td></tr><tr style="height: 35.4px;"><td class="confluenceTd" style="height: 35.4px;">Port</td><td class="confluenceTd" style="height: 35.4px;">Numeric</td><td class="confluenceTd" style="height: 35.4px;">Device signaling port

</td><td class="confluenceTd" style="height: 35.4px;">Read-only</td></tr><tr style="height: 29.8px;"><td class="confluenceTd" style="height: 29.8px;">Voicemail</td><td class="confluenceTd" style="height: 29.8px;">Checkbox</td><td class="confluenceTd" style="height: 29.8px;">Enables or disables voicemail</td><td class="confluenceTd" style="height: 29.8px;">No</td></tr><tr style="height: 63.4px;"><td class="confluenceTd" style="height: 63.4px;">Voicemail Pin</td><td class="confluenceTd" style="height: 63.4px;">Numeric</td><td class="confluenceTd" style="height: 63.4px;">Voicemail PIN – enabled if voicemail is enabled

</td><td class="confluenceTd" style="height: 63.4px;">Yes if voicemail is enabled</td></tr><tr style="height: 57.8px;"><td class="confluenceTd" style="height: 57.8px;">Voicemail Email</td><td class="confluenceTd" style="height: 57.8px;">Email</td><td class="confluenceTd" style="height: 57.8px;">Email address where voicemail messages are sent – enabled if voicemail is enabled

</td><td class="confluenceTd" style="height: 57.8px;">No</td></tr><tr style="height: 223.75px;"><td style="height: 223.75px;">Controls  
</td><td style="height: 223.75px;">n/a  
</td><td style="height: 223.75px;">Extension tools

<table border="1" style="border-collapse: collapse; width: 100.407%;"><colgroup><col style="width: 15.0509%;"></col><col style="width: 84.9456%;"></col></colgroup><tbody><tr><td>**Icon**  
</td><td>**Description**  
</td></tr><tr><td>[![image.png](https://docs.intellasoft.net/uploads/images/gallery/2024-03/scaled-1680-/bx2image.png)](https://docs.intellasoft.net/uploads/images/gallery/2024-03/bx2image.png)

</td><td>Opens the [Voicemail configuration manager](https://docs.intellasoft.net/books/web-portal-dL9/page/voicemail)</td></tr><tr><td>[![image.png](https://docs.intellasoft.net/uploads/images/gallery/2024-03/scaled-1680-/TfCimage.png)](https://docs.intellasoft.net/uploads/images/gallery/2024-03/TfCimage.png)

</td><td>Opens the Phone Buttons configuration manager</td></tr><tr><td>[![image.png](https://docs.intellasoft.net/uploads/images/gallery/2024-03/scaled-1680-/hXLimage.png)](https://docs.intellasoft.net/uploads/images/gallery/2024-03/hXLimage.png)

</td><td>Delete extension – see [Deleting an Extension](#bkmrk-deleting-an-extensio) below</td></tr></tbody></table>

</td><td style="height: 223.75px;">n/a  
</td></tr></tbody></table>

<div class="table-wrap" id="bkmrk-opens-the-voicemail-"></div>## Additional Configuration

Some extensions require additional configuration, depending on your organizational needs. These configuration options are described under [Phone Configuration](https://docs.intellasoft.net/books/web-portal-dL9/page/phone-configuration). Contact your system administrator for more information.

## Adding an Extension

1\) Click **Extensions** on the Navigation pane. The Extension Settings pane appears.

<span style="letter-spacing: 0.0px;">2) Click </span>**New Extension** on the upper menu<span style="letter-spacing: 0.0px;">.  
</span>

[![image.png](https://public.intellasoft.net/uploads/images/gallery/2024-07/scaled-1680-/EJ9image.png)](https://public.intellasoft.net/uploads/images/gallery/2024-07/EJ9image.png)

3\) Enter the fields as required. Refer to [Configuration Options](#bkmrk-configurations) above.

4\) Click **Save New Extension**.

The new extension has been added.

## Editing an Extension

1\) Click **Extensions** on the Navigation pane. The Extension Settings pane appears.

<span style="letter-spacing: 0.0px;">2) Double-click the extension row you want to edit. You should see a</span> row editor.

3\) Make any desired edits. Refer to [Configuration Options](#bkmrk-configurations) above.

4\) Click **Save.**

## Deleting an Extension

<p class="callout warning">Warning: Even if an extension is inactive or disconnected, it may have call forwarding enabled, or the associated voicemail box may be used elsewhere. Ensure all functions related to the extension are unused before removing it.</p>

1\) Click **Extensions** on the Navigation pane. The Extension Settings should appear.

2\) Under the Controls column, click the red <span style="color: rgb(255,0,0);">**X**</span> for the extension you want to delete.

3\) Click **OK** to delete the extension.

## Additional Notes

- The number of available extensions depends on your IntellaSoft licensing. You may need to purchase additional licenses to add more extensions. Contact your IntellaSoft sales representative for more information.