Add, Edit, and Remove Extensions

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

Let's take a closer look at extension dialing.

Who can use this

Extension dialing is available on Enterprise plans.
To enable this feature, please contact our Customer Care team.

Extensions are configured at the Company Level, and can be used on individual and shared lines.

Extension parameters

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

Extensions can be 3, 4, 5, or 6 digits long, with five digits being the default. Contact Customer Care if you'd like to use a 3, 4 or 6-digit extension.

Add an extension

Extensions can be added to new and existing team members.

To add an extension for a user with a DID, go to your Dialpad Admin Settings.

1. Navigate to Office Settings > Users

2. Beside the team member, select Add license > Add extension
   

3. Enter a 5-digit extension number

   

4. Select Save

Edit an extension

To edit an extension for a user with a DID, go to your Dialpad Admin Settings.

1. Navigate to Office Settings > Users

2. Locate the team member, then select Add license > Edit Extension
   

3. Enter a new extension

   

4. Select Save

Remove an extension

To remove an extension for a user with a DID, go to your Dialpad Admin Settings.

1. Navigate to Office Settings > Users

2. Beside the team member, select Add license > Edit Extension

   

3. Select Remove Extension

   

4. In the confirmation window, select Remove

   

Shared line extensions

Note

Extensions without a DID can only be used internally. They can’t be used for any external PSTN dialing.

To add an extension for a shared line with a DID, go to your Dialpad Admin Settings.

1. Navigate to a Shared Line and select Options > Add Extension
   

2. Enter a 5-digit extension

3. Select Save

You can also create extensions for a Department or Contact Center without a DID.

To add an extension without a DID, go to your Dialpad Admin Settings.

Note

Extensions without a DID can only be used internally. They can’t be used for any external PSTN dialing.

1. Navigate to the Department or Contact Center to want to add the extension to

2. Under Department Info or Contact Center Info, navigate to Phone Number(s)

   

3. Select Add Extension

4. Enter an extension number

5. Select Save

To edit an extension without a DID, go to your Dialpad Admin Settings.

1. Navigate to the Department of Contact Center that you want to edit the extension for

2. Under Department Info or Contact Center Info, navigate to Phone Number(s)

   

3. Select Edit Extension

4. Enter a new extension number

5. Select Save

To remove an extension to a shared line without a DID, go to your Dialpad Admin Settings.

1. Navigate to the shared line that you want to edit the extension for

2. Under Department Info or Contact Center Info, navigate to Phone Number(s)

   

3. Select Edit Extension

4. Select Remove Extension

   

5. In the confirmation window, select Remove

   

Change or remove a shared line extension

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

1. Navigate to a Shared Line and select Options > Edit Extension
   

2. Enter a different 5-digit extension, or select Remove Extension

More information

Read our Extension FAQs for more details on using extensions.

Emergency & special service extension numbers

Don’t use these certain global emergency and special service numbers as phone extensions in these regions to prevent accidental calls to emergency and/or special services.

Bulk Manage Extensions with a CSV

Companies using the Enterprise Support Portal can add, update, or clear extensions for Users, Rooms, Departments, Contact Centers, and Offices using a single CSV upload. Learn more.