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Creating Extensions

This guide walks you through the process of creating different types of extensions in OPBX.

Prerequisites​

Before creating extensions, ensure you have:

  • Owner or PBX Admin role
  • Available extension numbers in your numbering plan
  • Understanding of which extension type you need

Extension Creation Process​

Step 1: Access Extensions Page​

  1. Log in to OPBX
  2. Navigate to Extensions in the main menu
  3. Click Create Extension

Step 2: Choose Extension Number​

Enter a unique extension number:

ConsiderationRecommendation
Length3-4 digits recommended
UniquenessMust not conflict with existing extensions
PatternUse your organization's numbering scheme
Extension Number Tips
  • Avoid starting with 0 (often reserved for operator)
  • Leave gaps for future growth
  • Document your numbering scheme

Step 3: Select Extension Type​

Choose the appropriate type for your use case:

TypeUse WhenExamples
UserEmployee needs phoneJohn Smith's desk phone
ConferenceMulti-party meetingsWeekly team meetings
Ring GroupDepartment coverageSales team, Support team
IVRCall routing menu"Press 1 for Sales"
AI AssistantAutomated call handlingAfter-hours support
ForwardRoute to external numberForward to mobile
AI Load BalancerDistribute AI callsHigh-volume AI handling

Step 4: Configure Extension​

Each extension type has specific configuration options:

User Extension​

Required:

  • Extension number
  • User assignment (can be done later)

Automatically Generated:

  • SIP password (32-character secure password)

Optional:

  • Voicemail enabled (default: on)
  • Status (default: active)

Conference Room​

Required:

  • Extension number
  • Associated conference room

Configuration:

  • PIN protection (optional)
  • Max participants (based on plan)

Ring Group​

Required:

  • Extension number
  • Associated ring group

Note: Ring group members are configured separately in the Ring Groups section.

IVR Menu​

Required:

  • Extension number
  • Associated IVR menu

Note: IVR options and routing are configured separately in the IVR section.

AI Assistant​

Required:

  • Extension number
  • AI provider
  • Phone number (for AI service)

Call Forwarding​

Required:

  • Extension number
  • Forward-to number (external phone number)

Format: Use E.164 format (+1234567890) or local format as configured

AI Load Balancer​

Required:

  • Extension number
  • Associated AI load balancer

Step 5: Set Status​

Choose the initial status:

  • Active - Extension ready to receive calls immediately
  • Inactive - Extension created but disabled (can be activated later)

Step 6: Save Extension​

  1. Review all settings
  2. Click Create Extension
  3. Extension appears in the extensions list

Post-Creation Steps​

For User Extensions​

After creating a user extension:

  1. Assign to user (if not done during creation):

    • Go to Users
    • Edit the target user
    • Assign the new extension

  2. Get SIP credentials:

    • View extension details
    • Note the extension number and password
    • Configure the user's phone

  3. Test the extension:

    • Have user register their phone
    • Make a test call
    • Verify voicemail is working

For Conference Rooms​

After creating a conference extension:

  1. Configure conference room settings:

    • Set PIN if desired
    • Configure participant limits
    • Set moderator options

  2. Test the conference:

    • Dial the extension
    • Verify multiple participants can join
    • Test PIN protection (if enabled)

For Ring Groups​

After creating a ring group extension:

  1. Add members:

    • Go to Ring Groups
    • Edit the ring group
    • Add user extensions as members

  2. Configure strategy:

    • Set ring strategy (simultaneous, round-robin)
    • Set timeout
    • Configure fallback destination

For IVR Menus​

After creating an IVR extension:

  1. Configure menu options:

    • Go to IVR Menus
    • Edit the IVR
    • Add menu options (key presses)
    • Set destinations for each option

  2. Upload greeting:

    • Record or upload greeting message
    • Test the audio quality

Bulk Extension Creation​

Currently, OPBX supports creating extensions one at a time through the web interface. For bulk creation:

  • Use the API to script extension creation
  • Contact support for assistance with large deployments

Extension Number Changes​

To change an extension number:

  1. Go to Extensions
  2. Find the extension and click Edit
  3. Change the extension number
  4. Save changes
warning

Changing extension numbers may affect:

  • User assignments (must be updated)
  • Ring group memberships (must be updated)
  • IVR menu destinations (must be updated)
  • DID routing rules (must be updated)

Troubleshooting​

"Extension number already exists"​

Problem: The extension number is already in use.

Solutions:

  • Choose a different number
  • Delete or renumber the existing extension
  • Check your numbering scheme for available ranges

"Invalid extension number"​

Problem: The extension number format is not valid.

Solutions:

  • Use only numeric characters
  • Ensure the number is within acceptable length (3-4 digits recommended)
  • Don't use special characters or letters

"Cannot create extension"​

Problem: Generic error preventing extension creation.

Solutions:

  • Check all required fields are filled
  • Verify you have permission to create extensions
  • Check if you've reached your extension limit
  • Review system logs for detailed errors

Extension Not Working After Creation​

Problem: Extension was created but doesn't receive calls.

Solutions:

  1. Verify extension status is "Active"
  2. Check if extension is assigned (for User type)
  3. Verify Cloudonix integration is working
  4. Check call routing rules
  5. Review logs for errors

Best Practices​

Planning​

  1. Document your numbering scheme before creating extensions
  2. Leave gaps in numbering for future growth
  3. Group by department for easier management
  4. Plan for shared resources (conference rooms, ring groups)

Naming and Organization​

  1. Use descriptive names for extensions
  2. Include department in extension names where appropriate
  3. Document special extensions (IVR, conference rooms)
  4. Keep a directory of extensions and their purposes

Security​

  1. Protect SIP credentials - Only share with authorized users
  2. Use strong passwords - System generates secure passwords automatically
  3. Regular password rotation - Regenerate SIP passwords periodically
  4. Monitor extension usage - Review call logs for unusual activity

Next Steps​

After creating extensions:

Related Documentation: