Extensions

An extension is your personal phone number inside UCBC — the "line" that a desk phone, softphone app, or browser-based UCBC Softphone registers to so it can make and receive calls. This article covers everything on the Extension setup screen: the basic number and password, outbound caller ID (including the multi-identity "Outbound Caller IDs" grid), voicemail, call recording, directory listing, and how an extension is linked to a user login.

Call Forwarding, Follow Me, and Do Not Disturb are configured on their own screen — see the Call Forwarding, Follow Me & Voicemail article.

Overview#

Each extension represents one phone line. It has:

• An extension number (and, optionally, a 3-7 digit alias) that people dial to reach it.
• A SIP username and password that a desk phone or softphone app uses to register and authenticate.
• Settings that control what happens to calls to and from that line — caller ID, voicemail, call recording, ring timeout, and more.
• An optional linked user login, which is the username/password a person uses to sign into the web portal (separate from — but, in this system, kept in sync with — the phone's own SIP password).

Extensions are managed from Extensions. The list shows every extension in your domain, a live registered/unregistered status dot, effective caller ID, call group, assigned device, and enabled/disabled state. A Registrations tab on the same page shows which phones/softphones are currently connected, with their IP address, connection duration, and signal quality.

The Extensions list for a domain

Screenshot needed · extensions-list

How to Create an Extension#

1. Go to Extensions and click Add.
2. Enter the Extension number. This becomes the number other users dial internally to reach this line.
3. If your plan uses extension aliases, you may also set a Number Alias.
4. Choose how many extensions to create at once with Range (useful for provisioning several lines in a row — each one increments the extension number by one). Leave this at 1 to create a single extension.
5. Fill in the Caller ID fields:
   • Internal Caller ID Name / Number — what other internal extensions see when this line calls them.
   • Emergency Caller ID Name / Number — what's sent on emergency (e.g. 911) calls from this extension.
6. Configure Outbound Caller IDs — see the dedicated section below. If you leave this blank, calls go out using the system default.
7. Set the Directory Name (first and last name) and whether this extension should be Visible in the company directory, and whether the extension number itself is announced when someone looks the line up in the directory.
8. Set Max Registrations (how many devices/apps may be registered to this line at once) and, if available, Call Limit fields (maximum simultaneous outbound calls and where to send overflow calls).
9. Under Voicemail, turn voicemail on or off and set notification options — see the Voicemail section below.
10. Set Missed Call notification (e.g. send an email when a call is missed).
11. Set Toll Allow if you need to restrict or permit specific classes of outbound dialing (e.g. local, international).
12. Set the Ring Timeout — how long, in seconds, the phone rings before the call goes to voicemail (or wherever it's routed next).
13. Optionally set a Call Group (used for shared call groups like sales, support, billing).
14. Choose a Record Calls mode if you want this extension's calls recorded (see Call Recording below).
15. Choose Hold Music and a Language for phone prompts, if your system offers choices.
16. If you'd like a login created for this person at the same time, fill in the Username, Email, Password, and Confirm Password fields — see "Linking an Extension to a User Login" below. This is optional; you can always add a login later.
17. Leave Enabled set to Yes, and optionally add a Description for your own notes.
18. Click Save.

Once saved, you can attach a physical desk phone to this extension from the Devices screen — see the Devices & Provisioning article.

How to Edit an Extension#

1. Go to Extensions and click the extension number you want to change.
2. Update any fields as needed.
3. Click Save.

From the edit screen's action bar you can also jump to:

• Call Forward — opens the Call Forward / Follow Me / Do Not Disturb screen for this extension.
• Settings — extension-specific advanced settings.
• Copy — creates a duplicate of this extension under a new extension number (and, optionally, a new alias).
• CDR — this extension's call history.

The Add Extension form

Screenshot needed · extension-create-form

SIP Credentials — How a Phone or Softphone Registers#

Every extension has its own SIP username (the extension number) and password. To connect a desk phone or softphone app to this line, you — or the phone's auto-provisioning process — enter:

• SIP Server / Domain — your UCBC server address.
• Username — the extension number.
• Password — the extension's SIP password.

Once those three values are entered correctly on the device, it "registers," meaning it checks in with the server and is ready to make/receive calls on that number. You can confirm registration status from the Extensions list (a green dot) or the Registrations tab, which also shows the device's IP address and connection quality.

If this extension also has a linked user login, that login's password is kept the same as the extension's SIP password — changing one updates the other, so softphone sign-in and desk phone registration always use the matching password.

Most desk phones don't require you to type these in by hand — see Devices & Provisioning for how auto-configuration (provisioning) fills this in automatically once the device's MAC address is on file.

Outbound Caller IDs (Multiple Identities / "Dual-SIM" Calling)#

The Outbound Caller IDs grid lets you configure more than one Caller ID Name/Number for a single extension — each one tied to its own trunk automatically.

• Each row has a Caller ID Name and Caller ID Number you type in, plus a read-only Trunk column.
• You never pick the trunk yourself — it's matched automatically based on that same phone number's own inbound DID setup (under Trunk/ITSP DID configuration). If a number isn't registered as a DID anywhere, the Trunk column shows "No matching DID" until it is.
• With exactly one Outbound Caller ID configured, it's used automatically for every outbound call from this extension — no prompt, nothing else to do.
• With two or more configured, the UCBC Softphone will prompt the user to choose which number/trunk to place the call from before dialing — similar to picking which SIM to use on a dual-SIM mobile phone. This lets one person place calls that appear to come from different business numbers/lines, each routed over its correct trunk.
• Rows with no Caller ID Number are ignored (not saved), so you can leave extra blank rows empty.
• Once a row is saved, a small delete icon lets you remove just that identity without affecting the others.

If your extension was set up before this feature existed, its old single Caller ID Name/Number still appears as the first row automatically — just save the page once to adopt the new multi-row format.

Voicemail on the Extension#

The extension edit screen includes basic voicemail controls (the voicemail mailbox's own detailed settings — PIN, greetings, etc. — live on the Voicemail screen; see that article):

• Voicemail — turn voicemail on or off for this line.
• Voicemail Email — one or more addresses (comma-separated) that get a notification when a new voicemail arrives.
• Voicemail Transcription — if enabled system-wide, turns speech-to-text transcription of voicemails on or off for this mailbox.
• Voicemail Email Attachment — choose whether the notification email includes a playback link, or attaches the audio file directly.
• Keep Local Copy — whether the voicemail recording is kept on the system after it's emailed out, or removed once sent.

Call Recording#

The Record Calls field controls automatic call recording for this extension. Choose:

• None — no automatic recording.
• All — record every call, inbound and outbound.
• Local — record only internal (extension-to-extension) calls.
• Inbound — record only incoming calls.
• Outbound — record only outgoing calls.

If this extension's recording is controlled by a Call Center queue it belongs to, this field is shown locked with a note explaining which queue is in charge of it — remove the extension from that queue's agent list to set recording independently.

Linking an Extension to a User Login#

Every extension can optionally have a linked login — the account a person uses to sign into the web portal to check voicemail, call history, and settings for that line.

On the extension's edit screen, this is handled inline — there's no separate "pick an existing user" list:

• Creating a new login: fill in Username, Email, Password, and Confirm Password, then Save. A login is created and linked to this extension in the same step. The username can't be changed later.
• Editing the already-linked login: if this extension already has a login, its username is shown (read-only) and its email and password fields are pre-filled — change the email or enter a new password and Save to update that login in place.
• Leaving the password fields blank when editing an existing login keeps its current password unchanged.
• The linked login's password and the extension's own SIP registration password are the same value — updating one updates both.
• All of this is optional. An extension with no linked login still works as a phone line; it simply has no portal sign-in of its own.

Enabling, Disabling, and Deleting an Extension#

To enable or disable:

1. Go to Extensions.
2. Click the status toggle in the Enabled column for that row (or open the extension and change the Enabled field), then Save. A disabled extension keeps its configuration but can't register or place/receive calls.

To delete:

1. Go to Extensions.
2. Check the box next to the extension(s) you want to remove.
3. Click Delete.
4. Choose Extension Only (keeps the voicemail mailbox and messages) or Extension and Voicemail (removes both) from the confirmation dialog.
5. Confirm.

An extension that belongs to a Call Center Agent or Supervisor account can't be deleted or edited from this screen directly — it's locked, with a message explaining it must be removed by deleting that Agent/Supervisor instead.

Field Reference#

Basic Info#

Caller ID & Directory#

Registration & Limits#

Voicemail (on the Extension)#

Calling Behavior#

Linked User Login (Inline)#

Tips & Common Issues#

• A phone or softphone that won't register almost always means a mismatched extension number, password, or server address — double-check these three against the extension's current values.
• If outbound calls are showing the wrong Caller ID, check whether more than one row is configured under Outbound Caller IDs — with two or more, the softphone user must actively pick one each time, so an unexpected choice may simply be the one last selected.
• A new Outbound Caller ID row showing "No matching DID" under Trunk means that number hasn't been set up as an inbound DID yet — it will still work for outbound dialing once it's assigned to a trunk.
• If voicemail notifications aren't arriving, confirm the Voicemail Email field is correct and that Voicemail itself is turned on.
• You can't edit or delete an extension that's locked to a Call Center Agent or Supervisor from this screen — manage it from that Agent's or Supervisor's own setup page instead.
• Deleting an extension gives you a choice between removing just the phone line or also wiping its voicemail — pick Extension Only if you might reuse that mailbox later.