An extension is a dialable identity for a person or a place — for example,
extension 1001. Each extension can own several devices that all ring together,
so a call finds someone whether they're at their desk, on their phone, or in the
browser. There's no PBX in a closet behind any of it — the
hosted business phone system runs in the
cloud, and devices simply register to it.
Extensions
Create an extension under People & Phones. Each one has:
- An extension number (e.g.
1001) - An assigned user (for the browser phone and the directory)
- Its own phone number — see Emergency calling for why every extension gets one
- A voicemail box, created automatically (except for shared phones)
Advanced options (switch on Advanced mode) let you tune how the extension behaves:
- Ring time before voicemail — 5 to 120 seconds
- Call waiting — on or off
- Forward if no answer → a destination
- Follow-me — also ring an outside mobile (details)
- Do Not Disturb
Devices
Add one or more devices to an extension. Each device gets its own sign-in credentials, and inbound calls ring all of them at once.
| Device type | Where it runs |
|---|---|
| Desk phone | A physical handset |
| Softphone | A desktop or mobile softphone app |
| Mobile | A mobile device |
| Web phone | The browser phone |
Note
Device sign-in credentials are shown once, when you create the device. Copy them then; you can always remove the device and add a new one if needed.
Shared / common-area phones
For handsets that don't belong to one person — a lobby, conference room, or warehouse phone — use the one-step shared phone setup. It:
- Creates the extension and its device in a single action (credentials shown once)
- Has no assigned user and no voicemail box
- Still gets its own number and emergency address so it can dial 911
- Can join ring groups and queues like any extension