Extension Call Handling Set Up

Once a call hits an extension, you want to tell the system what to do with it, by setting up a “dial sequence” of events.

Start by choosing the existing Extension you want to set up:

1.  Navigate to the main Extensions screen and select the pencil icon at the end of the extension row to open the details screen to configure the extension.

2. Navigate to the Extension Call Flow tab and choose the Dial Sequence you want to use.

Default Dial Sequence

This is a simple configuration suitable for most generic extensions. It allows for a maximum of two steps, on a persistent basis. Typically, an extension rings four times and then goes to voicemail. You can, however, change the number of times the phone rings before going to voice mail, or tell the call to go to (“follow”) another extension, a call queue or hang up after ringing the extension. Simply choose the behavior you want this call to follow.

You can also tell the system to automatically behave a certain way as soon as the call hits the extension (rather than ringing first, and then following a command). You can ask the call to immediately Dial an “outside” (external) phone number, go straight to voicemail, follow a path to another extension, go directly to a queue or immediately hang up.

Find me Follow Me/ Dial Sequencing

Using the below Alternate Dial Sequence, this is a more advanced configuration that can be extended to up to six steps. It enables complex find-me-follow-me rules to be defined in which the extension dials around to various locations, as administered. It can be further defined by a Time of Day Schedule for the Dial Sequence. Each of the two categories of dial sequences operate independently and can be selected using the first drop-down menu located in the Alternate Dial Sequence section.

Always Enabled: This enables the Alternate Dial Sequence on a permanent (24/7) basis.

1. Select Always Enabled

2. Then set the extension to be dialed and for how many rings.

3. Continue setting more steps for the call to take if the call isn’t answered within the set amount of rings. Notice there is a "then" or "and" selection. The "and" selection can be used to ring muliple phones at the same time (for call groups).

4. Ensure the last step is “then” and sets a termination point (i.e.: voicemail or go to another extension)

Day and Times Scheduling

Enabled On: This enables the Alternate Dial Sequence on a scheduled basis. A daily scheduling option will appear.

1.  Set your scheduling times based on when the extension user will be available to take the calls.

2. Then set the dial sequence as per above.

3. Finally, set the default dial sequence (first line in orange) so that the system knows what to do with the call outside of the scheduled hours.

Ensure to save your work and then Save and Update the PBX to publish.