Add, Edit, and Remove Extensions

  • Last updated on Dec 13, 2024
  • Published on May 29, 2023
  • 1 minute(s) read

User extensions not only allow your internal team a quick way to dial out to each other but can also be used as a quick way to route callers to your team via the dial-by extension directory on your Main Line, Department, or Contact Center. 

Let's take a closer at extension dialing. 

Who can use this
Extension dialing is available on Enterprise plans.
You'll need to contact our Customer Care Team to enable this feature.

Extension parameters

Extensions can be used on individual and shared lines and are configured on a Company level (meaning it applies to all Offices).

Extensions only work between team members within the same Company, unless you set up a dial-by extension directory

Extensions can be 4, 5, or 6 digits long. 5 digits is the default  — contact Customer Careif you'd like to use a 4 or 6-digit extension. 

Add an extension

Extensions can be added to new and existing team members as well as edit a previously assigned extension.

To add an extension, head to your Dialpad Admin Settings. 

  1. Navigate to Office Settings
  2. Select Users
  3. Choose the desired team member and click Options to access the drop-down menu
  4. Select Calling
  5. Select Add Extension
  6. Enter a 5-digit extension number
  7. Select Save 

Or, select No extension, assign one beside the user's name. 

Edit or remove an extension

To edit or remove an extension, head to your Dialpad Admin Settings.  

  1. Navigate to Office Settings
  2. Select Users
  3. Choose the desired team member and click Options to access the drop-down menu
  4. Select Calling
    1. Enter a new extension
    2. Or, select Remove Extension to discard the existing extension

Add a shared line extension

To add an extension for a shared line, head to your Dialpad Admin Settings. 

  1. Navigate to a Shared Line  
  2. Select Options
  3. Click Add Extension alongside a number (you're only able to do this if the Shared Line has a number assigned to it first)
  4. Enter a 5-digit extension, then select Save

Change or remove a shared line extension

To change or remove an extension for a shared line, head to your Dialpad Admin Settings.  

  1. Navigate to a Shared Line
  2. Select Options > Edit Extension 
  3. Enter a different 5-digit extension
    1. Select Save
    2. Or, select Remove Extension to remove it


Have more questions about extensions? Take a look at our FAQ page.