What are extensions?
Aircall automatically creates a 3-digit extension number (e.g. 001) for every new teammate you add to your account.
You can find your own extension or a teammate’s in your app by clicking Users in the sidebar, then either scrolling down to a specific user, or typing their name in the search bar.
How to use extensions:
An extension needs to be typed in by an inbound caller before the call is dispatched to your team.
In order to let customers dial their desired extension, you need to configure your IVR and/or your welcome message.
How to configure your welcome message:
To give the caller a chance to type in a given extension, invite them to do so during your welcome message. Here’s how to set up your welcome message to work with extensions:
You can find your welcome message in your dashboard by clicking Numbers in the sidebar, selecting the number you wish to configure, then clicking or scrolling down to Music & Messages.
Prepare your welcome message. You can record your own .mp3 file, or write a short text to be read by an automated voice. We recommend a variation of “Welcome to (company name). If you know your party’s extension number, please dial it now. (five second pause)”
Don’t forget to leave a few seconds of dead air at the end of your recording, this will give inbound callers time to react to your welcome message.
Remember to mark your welcome message as “Required listening” so that your call is not dispatched immediately; this will give the caller the time to dial.
How to configure your IVR message:
Your IVR needs to be configured to greet inbound callers and dispatch their calls to your team. Here’s how to get your IVR to function with extensions:
Find your IVR by clicking Numbers in the sidebar, selecting the number you wish to configure, then clicking or scrolling down to Call Distribution and selecting the Interactive Voice Response tab.
By clicking “add an interactive voice response”, you can match up to 12 numbers with an IVR key.
These 12 numbers can either be the internal numbers of your team members or an external number.
Once you have configured your IVR, callers will hear an IVR message explaining which number to press to reach a given interlocutor. To edit this IVR message:
In your dashboard, click Numbers in the sidebar, select the number you wish to configure, then click or scroll down to Music & Messages.
You will find options to listen to or edit your IVR message.
At the beginning of your IVR message, ask your caller to type the extension. We recommend a variation of “If you know your party’s extension number, please dial it now. (five second pause)”.
You can choose to have callers listen to a welcome message before your IVR message even plays. If you wish to do so, please refer to “How to configure your welcome message” above.