Overview: Custom Extensions in Numbers (Console)

This article provides information about custom extensions, like common use cases for this feature and how to set it up.

Overview

Custom Extensions let you route softphone calls anywhere you can route a number. This means when you call a Custom extension or transfer a softphone call to a Custom Extension the call can be routed to any of the following destinations:

• Conference

• Custom extension

• Extension

• External Number

• Line Group

• Queue

• Ring Group

• SIP Trunk

• Workflow

Additionally, you can route numbers to Custom Extensions and transfer workflows to Custom Extensions.

Use Cases

Call or transfer softphone calls to a queue

Suppose while you’re on a sales call with a customer when you learn that they need some troubleshooting help. You decide to transfer the customer directly to a troubleshooting queue to resolve an issue they’re experiencing. You can transfer the customer directly to the queue through the softphone by dialing a Custom Extension.

1. Configure the Custom Extension container as follows:

2. Transfer the call to the Custom Extension and the customer will be directed to the queue.

Call or transfer softphone calls to workflows

Suppose you manage all inbound calls for a doctor’s office. A patient calls looking to schedule an appointment with Dr. Smith. You can transfer the customer directly to a scheduling workflow for that particular doctor.

1. Configure the Custom Extension container as follows:

2. Transfer the call to the Custom Extension and the customer will be directed to the Scheduling workflow for Dr. Smith.

Call or transfer softphone calls to an external contact's number

More specifically, this use case showcases how to call or transfer softphone calls to an external number using the extension name or number without creating a new user or having to type the external phone number.

Suppose you are in charge of ordering supplies for your company from a supplier named “Specialty Supply”  on a recurring basis. You can create a Custom Extension to store the company’s name and phone number to make it easy to reorder supplies when necessary.

1. Configure the Custom Extension container as follows:

2. Type “125” or “Specialty Supply” in the softphone directory, then click on the extension to call.

Create a Custom Extension

1. Log into Console at console.avaya.cx.

2. Navigate to Numbers > Numbers.

3. Select the Custom Extension tab.

4. Click the New Custom Extension icon (paper with plus sign).

5. Add a name for the extension in the Name field and add the Extension number to the Extension field of the Create Custom Extension modal.

Note: The extension must be a unique number containing 3-6 digits and can’t contain non-numerical values.

6. Click the pencil icon in the top-right corner of the Custom Extension container.

7. Choose a destination type for the extension in the Voice Route To dropdown.

8. Choose the specific destination for the extension in the Voice Route Data dropdown.

Note: 

• If you selected External Numbers from the Voice Route To dropdown, an additional Routing Country dropdown will populate. Use this dropdown to select the routing country for the external number.

• Likewise, if you select Workflow from the Voice Route to dropdown, an additional Voice Route Workflow Version dropdown will populate. Use this dropdown to select which version of the workflow to route to.

9. Enable or disable the Include in Directory toggle.

• Enabled - Users can search for the Custom Extension by typing the extension name or extension number into the directory.

• Disabled - Users can’t search for the Custom Extension by typing the extension name or extension number into the directory. However, users can still call the extension by dialing the extension number into the softphone and pressing Call.

10. Click Save.