Open navigation

What are Extensions?

Extensions control where callers are sent after responding to the prompts offered by your main greeting. You have three types of extensions: Employee, Department, & Dial-By-Name Directory. 

  Watch a quick video on how extensions work in our system here.

Our system has three types of extensions:

Employee Extensions

Employee Extensions are 3 digits each and represent your phone system’s users. Within each Employee Extension, you can control how calls and voicemail are handled, your mobile app, and your login.

Every member of your team should have their own Employee extension, including you. And remember, you'll need an Employee Extension to sync (or login to) the UniTel Voice Mobile App.

Learn more about creating & customizing employee extensions here.


Department Extensions

Department Extensions are simply groups of Employee Extensions. They are 1 digit each (0 - 9). 

For example, if your business has a Sales Team and a Support Team you could create Department Extensions for each team and then add the appropriate Employee Extensions to each Department Extension so sales folks can answer sales calls and support folks can answer support calls. 

You also can customize call forwarding and voicemail settings for each department extension. 

Learn more about creating & customizing department extensions here.


Dial-by-Name Directory

The Dial-by-Name Directory allows callers to use their phone’s dial pad to find an Employee Extension based on the employee's last name. Callers are prompted to dial the first 3 letters of the last name of an employee.  If there is a match, a recording of the employee's name will be played, and the extension will be given. The caller will then have the ability to transfer to that extension.

The Dial-by-Name Directory is always set as Extension 8.

Learn more about managing the directory here.