Knowledge base/Multi User VoIP/Configure menu

How to configure your VoIP extensions

Robert Weeks
posted this on 11 February 2013, 16:02

Extensions on a Gradwell VoIP account are simply phones, and allow users to make and receive calls. When you setup an extension you select an extension number and username, and these credentials are entered into a VoIP phone or softphone along with a password that we generate for you. You will then be able to make and receive calls.You also have the ability to configure other settings on the extension after creating it.

Creating a new extension

Creating a new extension is as simple as selecting Extensions from the top menu of your control panel.



Select an unused internal number on your account, enter a memorable name for the extension and an email address (which will be used to notify of new voicemail).



You should also ensure that you set an accurate location for the user - please see here for more information on why an accurate location is important for making calls to the emergency services. Once you click Save your new extension will be created.We automatically generate a strong password that you can use for the extension, and this is displayed after you click save. Please copy this and enter it into your VoIP device without the spaces (if you copy and paste directly from the page the spaces will automatically be removed).



The details you need to enter onto your VoIP phone or softphone will depend on the specific device, however you will generally need to know the following:

  • Account/username: the seven digit extension you selected
  • Password: the password that we generate for you
  • Registrar:
  • Outbound proxy (if being used):

Configuring your extension

To configure an extension, simply click on it from the list on the main extension page. There is a lot you can tweak, but we've broken it down into distinct sections.


Basic information



The Name field allows you to edit the descriptive name you've given the extension, whereas the email field allows you to set where new voicemail notifications are sent. The Display Name allows you to enter a name to be used as the caller ID on outbound calls. Please note that this does require for the called device to support the display of this information.


SIP configuration



The Allow standard SIP registration tickbox controls whether the extension can be registered on a VoIP device to make and receive calls. If this box is unticked then the extension will only be able to be used on hot desk locations, and not permanently registered on a VoIP device.

The Status area updates the current status of the extension, such as the IP address and whether it’s using a NAT proxy – both of which can be useful for diagnosing faults. The Device tells you what device is signed in to use the extension, and the firmware. For example, we can see that the above extension is has a snom 300 IP phone running version 7.3.3 firmware.

The Offline Notify box, if ticked, will email the main account email address if the phone goes offline for any reason. If you wish to change the password used to register the extension you can do it here by clicking the Reset Password button. There is no need to click save on the page. Please note that the password is only displayed once.

Please ensure that you enter the new password into your VoIP device as soon as possible, as you will not be able to make and receive calls until you do.


Hot desking



Our hot desking functionality allows you to setup a VoIP phone as a hot desk location, and then login and out of your extension from that phone. This means that if you wish employees to frequently work from different desks or even different locations they only need to remember their seven digit extension and voicemail PIN code to use their extension, as opposed to having to access the phone configuration screen and setup their extension. To allow a phone to hot desk, ensure that Allow hot desk login is ticked. If a phone is being used at a hot desking location then it will show in the Logged in at hot desk location area. For more information, please read our knowledgebase article on hot desking.


PSTN/Billing Settings 



PSTN stands for Public Switched Telephone Network, and is just another name for the telephone network. This section allows you to control whether the extension can use the PSTN, and what information it sends out when you make a call.

PSTN Access is by default set to on, and allows the extension to make outbound calls to the phone network. If it is deselected the extension will only be able to make internal calls (i.e. to other seven digit extensions). The PSTN maximum call duration field can be used to limit the length of an outbound call to the phone network . PSTN caller ID can be used to set the outbound caller ID that is displayed to another party when a call is made. You can choose any of the phone numbers registered to their account. If you would prefer to withhold their number then you can tick the Withhold CLI box.

The Call Barring Rules dropdown can be used to change which call barring rules apply to that extension. For more information on setting up call barring pleaseread the knowledgebase article dedicated to call barring.

The Emergency Address dropdown box can be used to update the location of the extension, which is essential if you call the emergency services.


Call Audio/Music Settings 



Support G729 can be used if you are experiencing call quality problems caused by limited bandwidth on your Internet connection, as it uses less bandwidth than the default G711 codec. Depending on the device you are using you may also need to configure it to use the G729 codec.

If you wish to play a message to a caller before the phone rings you can record a message and select it using the Message before ringing dropdown box.

Hold Music can be played to the caller by choosing it from the dropdown box and then selecting the Play Hold Music while ringing box. You can upload hold music in the Music On Hold area, which you'll find in the main left hand menu of your control panel. Phone calls (either inbound, outbound or both) on the extension can be recorded using the Record calls tick boxes. Any recordings will appear in a Recorded Calls link on the left hand menu.


Voicemail Settings


All of the voicemail settings for the extension are controlled here. If you ever find that voicemail doesnít work, it might be worth checking whether it is Enabled. The Message Waiting Indication is used to send a message to a VoIP phone if a new voicemail is waiting. In most cases this will cause a light on the phone to be switched on, or for the screen to display that voicemail is waiting. The default setting is auto, which will enable the functionality unless the phone connected to the extension is known to cause issues. If you would prefer you can turn this functionality off.

Delay dictates how long an extension will be called for before voicemail takes over the call, and the PIN is used if the user dials into their voicemail box from an external number - it is not required if they are checking their voicemail from their device. The PIN can also be used as a password for the user to login to the extension configuration page (please see this article for more information). Your chosen PIN code must be between 4 and 8 digits long.

If you have purchased Voice-2-Text you can enable it on the extension here. This is a service that translates the voicemail into text and sends it to you, and is an add-on package that you can purchase on their account. For more help using this feature please see this article.

By default when a voicemail is received an email will be sent to email address registered on the extension with the voicemail attached as a sound file. You can change this to text only using the Send Emails dropdown box. If you also want to receive a text message you can enter a mobile phone number in the SMS Notify Number box. You will be charged for each message sent.

You also have the flexibility to choose which voicemail box is used for calls to that extension using the Voicemail Account dropdown box. For example, if you have set up separate extensions for work and your home office, you can send all received messages to one mailbox, meaning that you only need to check one voicemail account.

Finally, you can customise your voicemail message using the Outgoing Message dropdown box. If you have recorded a custom message you may wish to tick Intro Skip, which will mean the ìplease leave a message after the toneî announcement will not be played after the outgoing message has been broadcast.


Divert and Transfer Settings 



This area allows you to control call behaviour.

Hash Transfer is required for certain devices. Some IP phones require the user to press the hash (#) key to start a transfer. If this is the case you will want to enable this setting.

Call Parking is functionality that allows users to 'park' received calls for a colleague to pick up. This differs from a transfer, where you state the exact destination you want a call to be transferred to. Instead, the active call is placed in a parked state, and any other enabled extension can retrieve the call. It's useful in situations where you are not sure which colleague should take the call. Please note that currently only inbound calls can be parked.Call parking is configured on a per extension basis, and there are two different setups:

  • Provide the extension the ability to only retrieve parked calls: tick the Call Parking box only
  • Provide the extension the ability to both park and retrieve calls: tick both the Call Parking and Hash Transfer boxes

For more help setting up and using this feature, please read the knowledge base article on call parking.

If you want to divert all incoming calls you can set this up using the Divert to fields. A call can be diverted to an external number (for which they will be charged), a local seven digit extension or a SIP URL. If diverting to an external number the Forward original CLI tickbox will send on the caller's phone number, if it is not ticked the extension's caller ID will be used.

The Divert Time field is used to control after how long, in seconds, the call is diverted, and you can also control the divert behaviour using the Divert Mode field.

  • Sequential: this is like a 'standard' divert. The SIP phone is called, and if it either fails (offline, busy, etc) OR is not answered within the divert delay, the call is cancelled and the divert number is called instead
  • Delayed parallel: this type of divert works by calling the SIP phone in parallel with a delayed divert. In other words, the SIP phone will ring, and after the specified delay, your divert number will be called, and your SIP phone will keep ringing. If the SIP phone is offline or unavailable the caller will hear silence until the delay period has elapsed
  • Sequential with repeat: this is a hybrid of the above methods. It is the same as sequential, but after the SIP phone either times out or fails, the divert AND the SIP phone again will be called in parallel. This does however mean that two separate calls are placed to the SIP phone - so if for example the customers misses the call and picks it up on their divert number, the SIP phone will register two missed calls instead of one


Call Pickup Settings



This area allows you to state whether the extension is a member of a call pickup group, and/or whether it can pickup calls for a group.


Routing information

An extension on a Multi User VoIP account can receive calls in a number of ways. For example, in order to allow regular landline telephone users to call them you can associate them with external phone numbers. You can also add extensions to many of the call management features on an account, for example it can be a member of a hunt group, or called when a menu option on a voice menu is selected.

Therefore to help you find all of the ways a call could be routed through to an extension you can check the Routing Information box. If it says There is no direct route to this number, it means that you can only reach the extension by dialling the seven digit extension number.If there are routes associated to it they will be listed, for example for the extension below we can tell that it:



Managing your outbound CLI

When you configure an extension, you can choose any phone number on the account as the outbound CLI. If for whatever reason you want to change all of the extensions on the account to use the same CLI, you can use the Change Master CLI tool on the main extension page. By default any extensions set to withhold their number will not be changed, but you can use the Override withheld setting box to change these as well.


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