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 a new user is created in Aircall, a three-digit extension number is automatically assigned.

How to locate a number extension in the Dashboard:

  • Log in to the Dashboard.

  • Click on Users in the left-hand navigation menu.

  • Find and select the user that you would like to find an extension number for.

In the user settings:

  • Go to the General settings tab

  • Under Profile Settings, you will find the user's extension.

How to edit a number extension:

  • Enter a new number in the Extension box.

  • Once you have entered new information, the Save Changes button will appear.

  • Click Save Changes when you are done editing.

How to locate your extension number in the Aircall Phone:

  • Click on your User Icon located in the lower right-hand corner of the phone to open Settings.

  • Select your User Name to find the extension number under Numbers.

⚠️ 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.

Voicemails left on an extension

Voicemails left on an extension number will appear in the To-Do list of the phone application for the extension owner only.

If a voicemail is left on an extension that does not belong to a user, they can still access the voicemail by searching in the History section of the phone application.

How can customers dial an extension number?

In order to use the extension feature, there must be either an IVR or a Welcome Message activated on the phone line.

When a customer calls a 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 will be happy to assist!

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