Extensions
Extensions are the primary way that callers are routed to people within the company. Extensions are usually either 3 or 4 numerical digits and can be configured to ring multiple VoIP phones or mobile phones when configured for office users.
User Extensions
“The WebFones User Policy recognizes that a single user may have multiple devices. Unlike many phone services, WebFones does not charge extra fees for additional devices assigned to the same user, allowing someone to link their office phone, mobile phone, and home office phone without incurring extra user charges. When phone extensions are shared or not tied to specific users, each additional device is counted as a separate user.
This user-centric approach matches today’s digital reality, making it easy for callers to reach the right person and for users to manage their devices effortlessly. All of this is configured within the Extension Settings area.
Adding a New Office Extension
Click on the (+) add button on the “Extensions” page:
Choose “Add Office User” and fill out the form.
Editing an Office Extension
In the “Extensions” list, click on the “Edit” option for the extension you want to edit.
Extension Reference
The “Extension Edit” page for office extensions allows you to setup an extension for a user. There are tabs to add and manage phone devices, voicemail, group memberships, and to configure how calls are routed.
General Tab
The “General” tab has a collection of general settings that are relevant to the extension.
Extension Owner
The primary extension owner is the user associated with an extension. Only the primary owner can pair devices or use that extension on their mobile phone. Each extension can have only one primary owner.
To set the primary owner, click Set Primary Owner and follow the prompts. If the person is not yet a confirmed user, the system will ask you to send an invitation so they can create an account. Additional users can be added to an extension for permission or management purposes.
There is also a Voicemail Access List, which always includes the extension’s primary owner. If other users need access to the voicemail box or should receive voicemail notifications for this extension, you can add them to this list.
Extension Identity
The extension identity is the name displayed on phone devices and optionally includes an organization. In most cases it will be the extension owners name.
The Organization selection allows you to group extensions that share caller ID or e911 settings. They can also be used to automatically split billing when multiple businesses or branches share the same phone system.
The chosen organization also determines which parking group the extension uses. Each organization has its own isolated parking group. If you want parking to function across multiple organizations on shared extensions, you may prefer to leave the organization field blank.
See also: Organizations and e911
Phone Status Buttons
Status buttons are what appear on the screen of your Yealink Desktop phones. You can enable park buttons to provide a shared, organization-wide hold (different from the private “Hold” feature on each phone). Phone buttons let you monitor other extensions and create speed dials.
Adding or Editing Phone Buttons
To add phone button extensions, open the Phone Buttons editor. An interface will appear where you can add new buttons and reorder existing ones. Use the up /down icons on the left to order the items.
Columns and Pages -- The Phone Button editor also allows you to place buttons at the top of a new column or a new page. Only use the Page option if your phone includes a sidebar; otherwise, it may not display as expected.
Extension Options
This section includes general settings for configuring time zones, intercoms, Whisper Mode, and the extension’s dial-by-name directory.
Intercom provides two-way communication with the extension and is disabled by default for security.
Whisper Mode allows a manager to listen in on a call and provide guidance that only the agent can hear.
Expert Settings
Expert settings allow you to customize a variety of options including ring tones, inbound Caller ID tags, call recording, and other expert settings.
| Setting | Description |
|---|---|
| Ring Tone | Changes the ring tone when this extension is dialed directly. To change the ring tone for calls coming through a call flow, add a ring-tone command before the extension is rung. |
| Caller ID Tag | Prepends a custom tag to the caller ID when this extension is dialed directly. |
| Call Recording | Enables or disables call recording for this extension. Note that calls may still be recorded if recording is enabled on the inbound phone number. |
| Disable Dial Features | Disables #-based feature codes. Useful when dialing external systems—such as conference bridges—that require # inputs, preventing WebFones from intercepting them. |
Ring Tab
The ring tab manages inbound calls.
When Dialed
When this extension is dialed, you can control how many times it rings and how it behaves. Whether you want multiple extensions to ring at once or just a subtle beep, these settings let you fine-tune the experience.
| Setting | Description |
|---|---|
| Call Waiting | Enables or disables call waiting for this extension. When disabled, a second incoming call is sent directly to voicemail. |
| Call Waiting Ring | Determines what happens when call waiting is ON and a second call arrives. Options include silent, beep, or ring. |
| Rings Before Answer | The number of rings before the call moves to the After Ring logic or to voicemail. If mobile devices are enabled, we recommend setting this to 5 or 6 rings to allow time to answer on your mobile phone. |
| Simultaneous Ring | Allows you to choose up to two additional extensions to ring at the same time. Often used for assistants. Consider adding a caller ID tag so others know they’re answering a direct call meant for you. |
Group Ring
Group Ring is a switch that enables or disables group-based ringing for the user. When Group Ring is turned off, the extension will not ring when it’s included in a ringing group—but it will still ring when called directly.
Group Membership
Group Membership lets you enable or disable this extension’s participation in specific ring groups. Disabling a group for the user does not remove them from the group—it simply prevents their phone from ringing when that group is called.
After Ring
This section determines what happens after the extension finishes ringing. By default, calls go to voicemail, but you can instead forward them to another user, a call flow, or any valid destination in the system.
An Expert Settings button provides more advanced routing options for when the extension is unavailable, offline, or busy. Note that if call waiting is enabled, your phone will never be considered “busy.” Before adjusting these advanced settings, we recommend consulting WebFones Support to ensure they meet your needs.
Dial Tab
The “Dial” tab allows you to manage outbound call attributes.
Outbound Call Settings
This section includes settings for the Caller ID number, the e911 emergency address and callback number, and international dialing options. Note that the Caller ID name is configured in the Numbers section. After updating it, it may take up to 30 days to propagate across all carriers.
Speed Dial
Speed dial allows you to setup a list of speed dial codes in the format of ##, where ## is between 00-99.
Voicemail Tab
The Voicemail tab allows you to configure all voicemail-related settings.
| Setting | Description |
|---|---|
| Activate Voicemail | Enables or disables voicemail. When disabled, calls sent to voicemail will receive a busy signal instead. |
| Voicemail Extension | Typically set to the current extension, but you may redirect voicemail to another extension if needed. |
| Voicemail Prompt | Choose between the standard greeting, a Text-to-Speech message, or alternate greetings for different occasions. |
| Voicemail PIN | The 4-digit password used to access voicemail. Required for dialing in and for using the hotdesk feature from another phone. |
| Voicemail Message Light | When turned off, the voicemail indicator light will remain off even if new messages are waiting. |
This option lets you choose where callers are sent when they press 0 or \ during your voicemail greeting. When enabled, you can direct callers to press 0 for immediate assistance.
Phone Tab
The
Phone tab allows you to add and manage the phone devices associated with this extension.Click
Add Phone to attach a new device. If you purchased your phones from WebFones, they will appear in a list for easy selection. You can also search for a device by entering its MAC address, which is printed on the back of the phone.Selecting
Edit Phones displays the following interface:WebFones Voice Mobile
The
WebFones Voice application allows users to integrate their mobile phones with their extension. Since WebFones charges per user—not per device—there is no additional cost to link a mobile phone. This is ideal for users who need to stay connected while on the go without exposing their personal cell number.When edit mode is enabled, the
WebFones Voice Mobile panel displays a variety of options that control when and how your mobile device will ring. Although designed for use with the WebFones Voice app, you can also specify a backup mobile number that will be used when the app is not available.| Setting | Description |
|---|---|
| Phones Ring On… | Allows you to control when your mobile device rings. For example, you may want it to ring only when your extension is dialed directly, or only when you are part of a group ring. |
| Ring Schedule | Lets you attach a schedule to your mobile device, controlling the hours during which it will ring. You can choose whether it rings during the schedule’s active or inactive times. |
| Mobile Phone Backup | Uses your cellular network as a fallback when the WebFones Voice app cannot connect. If triggered, calls are sent to your mobile phone and require you to press 1 to accept. Hanging up without pressing 1 sends the call to voicemail. |
| Caller ID Override | Allows you to override the caller ID shown on your cell phone so calls always appear as coming from your office. Leaving this off passes through the caller’s actual caller ID. In both cases, calls still route through the office system and require pressing 1 to accept. |
WebFones Voice Tablet
The tablet version of WebFones Voice allows you to configure when the tablet will ring.
| Setting | Description |
|---|---|
| Ring Schedule | Lets you assign a schedule to the tablet to control the hours when it will ring. You can choose whether it rings when the schedule is active or inactive. |
Soft Phone
The
Soft Phone option allows a third-party software phone—or a hardware phone that is not supported through automatic provisioning—to connect to the system. When enabled, you can click View SIP Info to access the login credentials needed for your device.Phone Hardware
The
Phone tab can also be used to add physical phone hardware to the extension. Since each extension is licensed per user, there is no additional cost for assigning multiple devices to the same user. This is useful for users who need phones in multiple locations, such as an office, home office, or remote workspace.WebFones User Policy
The
WebFones User Policy** recognizes that a single user may have several devices. Unlike many phone services, WebFones does not* charge extra fees for additional devices assigned to that user. This allows someone to link their office phone, mobile app, and home office phone without incurring extra user charges.However, if phone extensions are shared or not tied to a specific individual, each additional device at that location is counted as a separate user.