Extensions

Overview

Extensions are the individual phone lines assigned to users within your Cloud PBX. Each extension has a unique number and an optional DID (direct inward dialling) number for external calls. Extensions support voicemail, call forwarding, call screening, call recording, and other features depending on the assigned plan.

Open menu "Cloud PBX > Extensions" (route: /extensions).

Extensions List

The list shows all extensions in your account. The status counter at the top shows total extensions and how many are currently registered.

Column	Description
Extension	The internal extension number. The icon indicates the extension type (regular, IVR, fax mailbox, etc.).
Name / Email	The extension owner's display name and email address.
DID number	The direct inward dialling number(s) assigned for external calls. A badge shows the total count when multiple numbers are assigned.
Services / Mode	Coloured chips indicating active service add-ons (voicemail, call recording, etc.) and the current answering mode.
Status / Device	Registration status (e.g. Registered, Unregistered) and the number of assigned devices.
Actions	Call history – view the call log for this extension; Edit (✏️) – open the extension detail page; More (⋮) – additional options.

Use the Extension, Name, DID number, Email address, and Status filters to search. Click Search to apply.

Click + Add new to create a new extension.

Adding an Extension

Fill in the required fields and click Save to create the extension.

Extension Detail

Click the Edit icon (✏️) next to an extension to open its detail page. The header shows the extension number, name, voicemail status, registration status, DID number count, and an Enabled toggle. The detail page contains seven tabs.

Extension Tab

Field	Description
Extension number*	The internal extension number used to call this extension within the PBX.
Name	The display name of the extension owner.
DID number	External DID number(s) assigned to this extension (multi-select chip field).
Caller's identity	Controls which caller ID is presented on outgoing calls (dropdown).
Display number	Custom number to show as the outgoing caller ID.
Display name	Custom name to show as the outgoing caller ID.
Shared line appearance	Toggle to allow multiple devices to share this extension line simultaneously.

Ring group membership – Cards show the ring groups this extension belongs to. Click + Add to ring group to assign the extension to additional ring groups.

Access to extension portal – Grants the extension user access to their self-care portal.

Field	Description
Portal login	Username for the self-care portal login.
Password*	Password for the self-care portal login.
Email address	Email address linked to the portal account.
Timezone	Timezone used in the portal for this extension user.
Office	The branch office associated with this extension (read-only).

Emergency location – Address used for emergency (e.g. 112/911) calls.

Field	Description
Address	Street address provided to emergency services.
Postal code	Postal or ZIP code.

Click Save to apply changes.

Call Settings Tab

Field	Description
Default answering mode	Determines how incoming calls are handled (e.g. Ring, forward, voicemail).
Timeout (sec)	Number of seconds to ring before moving to the next action in the answering mode.
Preferred IVR language	Toggle to override the system IVR language for this extension.

Unified messaging – Toggle to enable voicemail for this extension.

Field	Description
Greeting type	The voicemail greeting style: Standard, Personal, Name, or Extended absence.
Greeting record	Select a pre-recorded greeting file from the dropdown.
Require PIN	If enabled, a PIN is required to access the voicemail inbox.
Auto play messages	Automatically play new voicemail messages when accessing the inbox.
Announce date/time	Announce the date and time before each voicemail message.
Email address	Email address to receive voicemail notifications or attachments.
Email option	What to send by email: notification only, or message file attachment.
File format	Audio format for voicemail message email attachments (e.g. MP3, WAV).

Call barring – Toggle to restrict outgoing calls. When enabled, select the categories of calls to block (e.g. international, premium rate).

Call recording – Toggle to enable call recording for this extension.

Field	Description
Outgoing	Record outgoing calls made from this extension.
Incoming	Record incoming calls to this extension.
Redirected	Record calls that are redirected through this extension.
Play announcement to all	Play a recording notification to all call parties when recording is active.

Call Screening Tab

Enable the Call screening toggle to activate call screening rules for this extension.

The PBX management checkbox delegates management of this extension's call screening rules to the PBX administrator.

The rule table lists available call screening policies. Each policy can be individually toggled on or off for this extension.

Column	Description
Order	The priority order in which rules are evaluated.
Active	Toggle to enable or disable this policy for the extension.
From	The caller source the rule applies to. Policies defined at company level show a POLICY badge.
To	The destination the rule applies to.
Time	The time period during which the rule is active.
Mode	The screening action (e.g. allow, block).
Action	Edit or delete the rule.

Call Forwarding Tab

Enable the Call forwarding toggle to redirect incoming calls for this extension.

Select the forwarding type:

Type	Description
Follow-me	Forward calls according to a prioritised list of rules. Set Rule order (e.g. Random) and click + Add new rule to define forwarding destinations and conditions.
Advanced forwarding	Configure complex forwarding conditions with time schedules and multiple destinations.
Forward to SIP URI	Forward all calls unconditionally to a specified SIP URI.
Simple forwarding	Forward all calls unconditionally to a single phone number.

Plan Tab

Field	Description
Main product*	The primary service plan assigned to this extension (e.g. Cloud PBX Advanced).
Add-on products	Optional add-on services available under the main plan (e.g. Voicemail VAS). Each add-on shows the number in use versus the total allowed.

Device Tab

Assigned devices – Lists the hardware devices (IP phones, softphones) registered to this extension.

Column	Description
Device name	Name of the registered device.
MAC address	The hardware MAC address of the device.
Model	Device model identifier.
Line	The line or port number on the device assigned to this extension.
Actions	Edit the device assignment or remove the device from this extension.

SIP info – Credentials used for SIP registration.

Field	Description
Registration name	The SIP username used to register this extension.
Service password*	The SIP authentication password.

Call History Tab

The Call history tab displays a log of all calls associated with this extension.

Use the filters at the top to narrow results:

Filter	Description
From date	Start of the date range to search.
To date	End of the date range to search.
Caller	Filter by the calling party number or name.
Destination	Filter by the destination number or name.
Show unsuccessful call attempts	When checked, includes calls that did not connect.

Click Search to apply filters.

The results table shows:

Column	Description
Connect time	Date and time the call was connected.
Caller	Extension number and name of the calling party.
Destination	Extension number and name of the called party.
Duration	Length of the call in hh:mm:ss format.
Charge	Cost charged for the call in the account currency.
Actions	Call details – view the full call record; Download – download the call recording (if available).