Create and Edit Virtual Extensions

Use this page to create or edit a virtual extension that groups real extensions behind a single internal number. The form works against the tenant currently selected in the top bar.

The screenshots use the Canistracci Oil demo extension 108 Ivy Morgan. Creating and editing use the same form: a new extension opens with tenant defaults, while an existing extension opens with saved values.

Creating and editing

Action	Description
Create	Open Configuration > Extensions and select Virtual Extension. Fill the required fields and select Save.
Edit	Open an existing extension from the Extensions list. Update the required fields and select Save.
Delete	When delete permission is available, open the extension and select Delete. Confirm only after checking routing, phones, queues, and other references.

Information

Use this section for the virtual extension identity, member extensions, security PIN, caller ID, groups, voicemail MWI, DND state, and inbound timeout.

Block	Purpose
Number, name, and description	Defines the internal virtual extension number, display name, and administrator description.
Security PIN	Requests a PIN when an extension tries to join the virtual extension.
Internal caller ID	Sets the caller ID shown for internal calls, or keeps it automatic.
Extensions	Selects the real extensions that belong to the virtual extension.
Groups, voicemail, DND, timeout	Controls call/pickup/spy groups, voicemail MWI, DND state, and inbound ring timeout.

Call Settings

Use this section for virtual extension call behavior and listing options.

Block	Purpose
Volume and music on hold	Adjusts audio levels and selects hold media.
Directories and phone books	Controls inclusion in dial-by-name and phone book generated lists.
Call waiting and parking lot	Controls server-side call waiting behavior and parking lot selection.

Outbound Recording

Use this section for outbound recording and optional recording processing.

Block	Purpose
Always record and email recording	Controls outbound recording and optional delivery of recordings by email.
Transcript, summary, sentiment	Enables transcript, summary, and sentiment processing when available for the tenant.

Security

Use this section to limit outbound usage from the virtual extension.

Block	Purpose
Outbound destinations	Allows all calls, blocks calls, or applies a destination regex filter.
Lock PIN and max duration	Allows the virtual extension to be locked and caps outbound call duration.
Working hours	Restricts outbound calling to the selected weekday condition.

Web User Panel

Use this section to enable web access for the virtual extension user.

Block	Purpose
User panel toggle	Enables or disables web access for this extension.
Web user and password	Sets the login identity and password.
LDAP, 2FA, email, and profile	Controls external authentication, two-factor options, notification email, and user profile.

Outbound Calls

Use this section to control caller ID, area-code handling, dialing filters, and routing for calls placed from the virtual extension.

Block	Purpose
External caller ID	Sets caller ID number and name used by outbound calls.
Use this caller ID in a virtual extension	Controls whether member extensions use this caller ID when calls originate through the virtual extension.
Caller ID regex and area code	Applies rewrite rules and number prefixes before routing.
Call lists and routing profile	Applies Do Not or Only Allow lists and selects the routing profile.

Find me/Follow me Configuration

Use this section to send calls to a follow-me destination under controlled conditions.

Block	Purpose
FMFM number and condition	Sets the follow-me target and optional condition.
Dial method and confirmation	Controls how the follow-me call is dialed and whether answer confirmation is required.
Caller ID and timing	Controls caller ID presentation, delay, and timeout.

Additional Destinations - Active if checked

Use this section to route calls that do not complete normally or that meet a condition.

Block	Purpose
Failover destinations	Selects unconditional, no-answer, busy, offline, and conditional destinations.
Missed call notifications	Sends notifications and optionally ignores internal or queue-originated missed calls.

Note

Use this section for administrative metadata and final actions.

Block	Purpose
Branch, department, reference ID	Classifies the extension and stores external references.
Additional info	Stores free-form notes.
Save, delete, and back	Save applies changes, Delete removes the extension when allowed, and Back returns to the Extensions list.