The Extensions page displays all extensions and identifies which are currently available to be assigned as members of Voice Queues.

Extension numbers that belong to Agents can be assigned to Queues

The maximum number of extensions that can be set up is limited by contract, but this can be increased with a call to UniVoIP's Account Management Team.

Click Refresh Extensions to copy all the current extensions and users from the PBX side. Then edit each extension and user involved with the ACD service. Click it again when new extensions or users are added or deleted on the PBX side.

Field Definitions

• Extension: the agent’s extension in silhouette.
• First Name: the first name of the agent associated with the extension.
• Last Name: the last name of the agent associated with the extension.
• Recording Status: whether calls to the extension are recorded.
• Agent Ringing Timeout: when any Voice Queue rings this Agent, it waits only so long for an answer before moving on to try the next member Agent. Agent Ringing Timeout is the amount of time any Voice Queue rings this Agent before moving on.

If the Agent extension has Call Coverage enabled and if the Voice Queue is still ringing the Agent when the call is sent to coverage, the coverage target also rings and the call can be answered there. This is particularly important to note when coverage is to voicemail. Decide whether to include or exclude the coverage target when choosing Agent Ringing Timeout. Each ring cycle included in the call coverage setting takes 4 seconds of the Agent Ringing Timeout value.

• Agent: whether the agent is an ACD Agent.
• Suppress Recording: indicates whether call recording will be suppressed for this agent.
• Roles: the roles assigned to the agent
• Groups: all groups to which the agent belongs.

Actions
• Select an extension and click View, then review the extension details.
• Edit: select an extension and click to modify the extension details.
• Refresh Extensions: refreshes the list of Extensions that agents are currently logged into.
• Export Results: export a .zip file containing all extension details.


Add or Edit an Extension

To create a new ACD extension, the intended extension must first exist in the PBX (Admin/User portal).


Once the extension is available in the PBX, or to edit an exiting extension in ACD, follow these steps:

1. From the Extensions page, click Add to define a new extension or Edit for an existing extension.
2. Complete the fields as described below.
3. Click Save.

Field Definitions

• Extension: enter the agent’s extension in silhouette.
• First Name: enter the first name of the agent associated with the extension.
• Last Name: enter the last name of the agent associated with the extension.
• Recording Status: indicate whether calls to the extension are recorded.
• Agent Ringing Timeout: when any Voice Queue rings this Agent, it waits only so long for an answer before moving on to try the next member Agent. Agent Ringing Timeout is the amount of time any Voice Queue rings this Agent before moving on.

If the Agent extension has Call Coverage enabled and if the Voice Queue is still ringing the Agent when the call is sent to coverage, the coverage target also rings and the call can be answered there. This is particularly important to note when coverage is to voicemail. Decide whether to include or exclude the coverage target when choosing Agent Ringing Timeout. Each ring cycle included in the call coverage setting takes 4 seconds of the Agent Ringing Timeout value.

• Agent: use the drop-down box to indicate whether the agent is an ACD Agent.
• Suppress Recording: use the drop-down box to indicate whether call recording will be suppressed for this agent.
• Roles: use the drop-down box to enter the roles assigned to the agent.

You can assign more than one role to any user/extension. The permissions given are the union of all the permissions given.

• Groups: use the drop-down box to enter the groups assigned to the agent.