Set up & Managing Extensions

Overview

An extension is a short internal number assigned to each user in your organization. Extensions allow users to make and receive calls through the Virtual-Call Cloud PBX using IP phones, desktop phones, or the Virtual-Call UC Client.

This article explains how to create extensions, configure user settings, and manage extension properties.

Prerequisites

• Administrator or Super Admin access to the Virtual-Call Cloud PBX
• A list of users who need extensions (names, email addresses)

Create an Extension

1. Log in to the Virtual-Call Cloud PBX admin portal.
2. Navigate to Extension and Trunk > Extension.
3. Click Add.
4. In the User Information section, configure the following:
   • Avatar (optional) — Upload a profile picture for the extension. Click the camera icon, select an image (.jpg or .png, max 1 MB), and click Upload. Users can also change their avatar through the Virtual-Call UC Client.
   • First Name / Last Name — Enter the user's full name.
   • Email Address — The user will use this email to log in to the admin portal and the Virtual-Call UC Client. Voicemail notifications and system alerts are also sent to this address.
   • Mobile Number (optional)—The user can receive calls or PBX notifications on this number.
   • User Password — The user will need this password to log in to the Virtual-Call UC Client.
   • User Role — Assign a role to control which PBX features the user can manage. The default is None (no management permissions).
5. In the Extension Information section, configure:
   • Extension Number — A short internal number (e.g., 100, 201).
   • Caller ID — The number displayed on the callee's phone for outbound calls.
   • Registration Name / Password — Automatically generated credentials used to register the extension on an IP phone. You can customize these if needed. Use the copy icon next to each field to copy the credentials to your clipboard with one click.
   • IP Phone Concurrent Registrations — How many physical phones can register with this extension simultaneously (maximum 5). This does not count Virtual-Call UC Client sessions.
6. In the Language section, set preferences for:
   • Notification Email Language — Language for system-generated emails.
   • System Prompt Language — Language of voice prompts the user hears during calls.
   • Voicemail Language — Language of voicemail greetings for callers.
7. (Optional) In the Permission Configuration section, assign the extension to extension groups.
8. Click Save and Apply.

Advanced Extension Settings

Beyond the basic settings, each extension offers additional tabs for advanced configuration. Open an extension for editing to access the following tabs:

Presence Tab

Configure the extension's behavior based on presence status (Available, Away, Business Trip, Do Not Disturb, Lunch Break, Off Work). For each status, you can set:

• Call Forwarding — Forward internal and external calls to different destinations. Three conditions are available:
  • Always — All incoming calls are forwarded immediately.
  • No Answer — Only unanswered calls are forwarded.
  • When Busy — Calls are only forwarded when the user is already on a call. (New in V24.1-GA)
• Ring Strategy — Determine the order in which endpoints ring (IP phone, UC Desktop Client, UC Mobile Client).
• Ring Timeout — Set how long the extension rings before the call is considered unanswered.
• Ring Mobile Number Simultaneously — Enable this option to ring the user's mobile phone alongside the extension.

Features Tab

Configure additional features for the extension:

• Ringback Tone — Select a custom ringback tone that callers hear while the extension is ringing. (New in V24.1-GA)
• Email Notifications — Control which notifications the user receives via email (missed calls, voicemails, etc.).
• Automatic Presence Switching — Set up time-based rules to automatically switch presence status based on business hours and holidays.
• Call Recording — Enable or disable call recording for this extension.

Advanced Tab

Configure technical SIP parameters:

• Transport Protocol — Select the SIP transport protocol (UDP, TCP, or TLS). This setting is needed when manually registering an IP phone (Path: Extension and Trunk > Extension > Advanced > Transport).

Security Tab

Configure SIP security settings and call restrictions for the extension.

Online Status

After creating extensions, you can monitor their registration status on the extension list page. The status icons indicate:

• Phone endpoints — Shows whether a SIP phone is registered. Hover over the icon to see the IP address of the connected device.
• UC Client (Desktop) — Indicates the Virtual-Call UC Desktop Client is connected.
• UC Client (Mobile) — Indicates the Virtual-Call UC Mobile Client is connected.
• UC Client (Web) — Indicates the Virtual-Call UC Web Client is connected.

Edit or Delete an Extension

Edit an Extension

1. Go to Extension and Trunk > Extension.
2. Click on the extension number or click the Edit icon next to the extension.
3. Modify the desired settings.
4. Click Save and Apply.

Delete an Extension

1. Go to Extension and Trunk > Extension.
2. Select the checkbox next to the extension(s) you want to delete.
3. Click Delete and confirm the action.

Common Issues & Troubleshooting

• Extension not registering on IP phone: Verify that the registration name and registration password match the credentials configured on the phone. Also check that the phone is on the same network or has access to the PBX server. Check the transport protocol in the Advanced tab (UDP, TCP, or TLS)—it must match the phone's configuration.
• User cannot log in to UC Client: Ensure the correct email address and user password are entered. If the user has forgotten their password, reset it in the extension settings.
• Caller ID not showing correctly: Check the Caller ID field in the extension settings. For outbound calls via shared trunks, the displayed caller ID may also depend on your trunk configuration—contact Virtual-Call support if the issue persists.
• Calls not forwarding when busy: Make sure the When Busy forwarding condition is configured in the Presence tab with a valid destination. This feature requires firmware version 84.23.0.24 or later.

Best Practices

• Use a consistent numbering scheme (e.g., 100-199 for sales, 200-299 for support).
• Always set an email address—it enables UC Client login, voicemail delivery, and password resets.
• Use strong registration passwords for IP phone registration to prevent unauthorized access.
• Assign user roles only when a user needs to manage specific PBX features—leave the default None for regular users.
• Configure call forwarding in the Presence tab so incoming calls are routed to an appropriate destination when the user is away or busy.