Extensions are short numbers (for example, 200, 201, 202) assigned to each user on your bOnline VoIP phone system. This article explains how extensions work and how to route external callers to specific users.
How extensions work
Extensions are for internal use only. They allow users within your business to call each other directly by dialling the extension number from the bOnline desktop app, mobile app, or a connected handset.
External callers cannot dial your main business number followed by an extension to reach a specific user. Extensions do not work for inbound calls from outside your phone system.
Simultaneous Ringing and Device Behavior
Incoming calls can ring multiple devices, such as your desk phone and the bOnline mobile app, at the same time. This ensures you never miss a call, regardless of which device you are using. If you answer a call on one device, the other device will stop ringing. Note that if your desk phone is set to "Do Not Disturb" (DND), it will not ring, but the mobile app can still receive the call.
How to route external callers to specific users
To allow external callers to reach a specific user, set up a dial menu in an advanced call flow. A dial menu lets callers choose from options (for example, "Press 1 for Sales, Press 2 for Support") and routes them to the correct user or team. See How to set up a dial menu call flow.
Prerequisite: Create Additional Users
Before setting up a dial menu, ensure that each handset is assigned to a unique user. This allows calls to be directed to specific individuals effectively.
Troubleshooting
Handset Not Ringing: Check if the handset is set to "Do Not Disturb" (DND). If so, disable DND to allow calls to ring.
Incorrect Call Routing: Verify that each handset is assigned to the correct user and that the call routing configuration matches your organizational needs.