This article is for Aircall’s old Dashboard which most Admins have been migrated away from. For information on Aircall’s new Dashboard, please click here.

Aircall offers callers the ability to dial a user's individual extension during the Welcome or IVR Messages so that they can directly connect with the party they wish to speak with.

When you create a new user in Aircall, a three-digit extension number is automatically assigned.

To locate your extension number, search for the user in the Dashboard and the number will be displayed in gray below the username and email address. You can also find the extension number in the phone app by clicking on the settings icon, then click on My Account and scroll to the bottom of the page.


Please keep in mind that calls will only reach a user when their extension is dialed on a Classic Number in which they are included in the call distribution, or on any IVR Number. Should the user be unavailable, or not answer, the caller will receive an automated message and the missed call will be assigned to the user within their To-do list. Currently, this automated message cannot be changed or customized.

Please also notice that extensions will only work if users are not under the Outgoing Calling Only feature.

How can your customers dial an extension number?

In order to use the extensions feature, you must have either an IVR or a Welcome Message activated on the line.

When your customer calls your phone number, the customer should then dial the extension number while the message is playing in order to be directly connected.

Please note that as extension numbers have three digits, it is necessary that all three digits are entered in, in order to be transferred to the specific user.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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