How to assign an extension number or direct-dial-in (DDI) phone number to a user for calls and SMS

Overview

This article will show you how to assign an extension number or a direct-dial-in (DDI) phone number to a user. This enables your callers to call and/or message a particular user directly, rather than having to go through the IVR (for calls), or shared inboxes for messages.

It contains the following sections:

Assign a direct-dial in (DDI) to a user

  1. Login to your Account Portal online.
  2. Go to Phone Numbers > Manage Numbers 
  3. Locate the number you wish to assign to the user.
  4. Click the Edit pencil on the far right.
  5. Scroll down to the Assign to field as shown below.
  6. Click on the orange text (in this example All Locations).
  7. Select the user.
  8. Scroll up and press Save.

Assign an extension number

  1. Login to your Account Portal online.
  2. Navigate to Other > Advanced and scroll down to Other Settings
  3. Ensure you have turned on the setting Allow callers to dial by extension number
  4. Extension numbers have been auto-generated and added to all users, teams, and SIP/IP devices.
  5. Edit either a user (directory member), team, or SIP/IP device, to see the extension number assigned.
  6. Click the extension number to edit or reassign (or) you can go to Other > Extensions to see and edit all extensions.

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