How to Set Up Employee Extensions (Users)
An Employee Extension is a 3-digit number representing a user in your phone system. Each Employee Extension allows you to manage call handling, voicemail, mobile app settings, and login information. Every team member, including yourself, should have their own Employee Extension.
Important Note: You’ll need an Employee Extension to sync with the Unitel Voice Mobile App.
Tip: It’s recommended to set up your Employee Extensions first before creating your Department Extensions, as Department Extensions typically forward calls to a group of employee extensions.
Creating an Employee Extension
Employee extensions represent the users of your phone system. Each team member should have their own employee extension.
1. Navigate to Extensions
Log in to your phone system.
Go to Extensions.
Select the Add Icon on the Employee Extension list.
2. Enter Personal Details
Enter the employee’s Name.
Enter their Email Address.
3. Enter Login Information
Change/Update the Login (Note: This is the login for your mobile app. We recommend changing it to something easy to remember. This must be different from your Master Admin Username created during sign-up.)
Enter a Password
4. Configure Services
Under Services, you can control how the extension handles calls.
Options include:
Recommended setup:
Turn Mobile App ON.
Turn Forwarding OFF.
There are two ways to receive calls on your cell phone (Mobile App or Forwarding). You can use voicemail with either option. Both will make your cell phone ring, but they work differently:
Option 1: Mobile App (Recommended)
Calls come through the Unitel Voice app using internet (WiFi or cellular data).
You’ll see it’s a business call
You can use features like:
Hold
Transfer
Call recording
Keeps your business and personal calls separate
Best for: Most users who want full control and visibility
Option 2: Call Forwarding
Calls are simply forwarded to your cell phone number (or desk phone, landline, etc.) like a regular call.
Your phone rings like any normal call
You won’t know if it’s a business or personal call
No access to Unitel Voice features (hold, transfer, etc.)
Best for:
Users who prefer not to use an app
Situations where internet access may be unreliable
Other Landlines
Important Recommendation
Use either the Mobile App OR Call Forwarding — NOT both at the same time.
Using both can cause confusion or unexpected call behavior
In most cases, the Mobile App is the better choice
Simple Way to Think About It
Mobile App = Business phone system in your pocket
Forwarding = Just sends the call to your phone
5. Configure Mobile App Access
Once the Mobile App is enabled, the following settings will appear (you may need to scroll down to see these settings):
Outbound Caller ID
Ring Time (Change from 30 to 15 Seconds for optimal performance.)
App Login Credentials
QR Code for App Setup
There are two ways to connect your extension to the Unitel Voice mobile app:
Option 1: QR Code (Easiest – Recommended)
Download the Unitel Voice app from the Apple App Store or Google Play Store
Open the app and tap the QR code icon
Scan the QR code shown in your extension settings
Your app will automatically sync with your extension.
Option 2: Manual Login
Open the Unitel Voice app
Enter the username and passcode for your extension
Important:
Do not use your Master Admin Login
The app uses your extension login, not your Master Admin Login
6. Customize Voicemail
Go to the Voicemail settings section, and click Custom
Record a voicemail greeting using your computer’s microphone or upload a recorded file.
Under Voicemail to email notification, leave the setting as Copy.
Enter the email address where voicemail messages should be forwarded.
Tip: For better audio editing control, you may record greetings using:
Voice Memos (iPhone)
Voice Recorder (Android)
Upload the finished file to the voicemail settings.
7. Set Permissions
Scroll down to the Permissions section
Enable the Admin toggle to gain complete access to the phone system from this extension.
Enable the Billing toggle to access billing from this extension.
8. Save the Extension
Go to the Other options section
Adjust the timezone if necessary.
Click Save.
