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Managing Extensions

This guide covers how to view, edit, maintain, and delete extensions in OPBX.

Viewing Extensions​

Extensions List​

Navigate to Extensions to see all extensions in your organization:

ColumnDescription
ExtensionThe extension number
TypeExtension type (User, Conference, etc.)
Assigned ToUser assigned (User extensions only)
StatusActive or Inactive
ActionsEdit, delete, view details

Filtering Extensions​

Use filters to find specific extensions:

  • Type Filter: Show only specific extension types
  • Status Filter: Show Active, Inactive, or All
  • Assigned Filter: Show assigned, unassigned, or all
  • Search: Search by extension number

Extension Details​

Click on an extension to view detailed information:

  • Extension number and type
  • Status and configuration
  • SIP credentials (User extensions only)
  • Call statistics
  • Recent activity

Editing Extensions​

What Can Be Edited?​

FieldEditableNotes
Extension Number✅ YesWith restrictions
Type⚠️ LimitedSome conversions allowed
Status✅ YesActive or Inactive
User Assignment✅ YesUser extensions only
Configuration✅ YesType-specific settings
SIP Password✅ YesUser extensions only

Changing Extension Number​

To change an extension number:

  1. Navigate to Extensions
  2. Find the extension and click Edit
  3. Enter the new extension number
  4. Click Save Changes
Impact of Number Changes

Changing an extension number affects:

  • User assignments - Must be updated if extension is reassigned
  • Ring groups - Member references must be updated
  • IVR menus - Destination references must be updated
  • DID routing - Routing rules may need updates
  • Contact lists - External contacts may have old number

Always update dependent configurations after changing extension numbers.

Changing Extension Type​

Some extension type changes are supported:

FromToSupported?
UserConference❌ No (user assignment conflict)
UserRing Group❌ No (user assignment conflict)
ConferenceRing Group✅ Yes
IVRAI Assistant✅ Yes
AnyUser⚠️ Limited (requires user assignment)

To change type:

  1. Edit the extension
  2. Select new type from dropdown
  3. Configure type-specific settings
  4. Save changes
note

Type changes may require reconfiguration of the extension's settings.

Activating/Deactivating Extensions​

To change extension status:

  1. Navigate to Extensions
  2. Find the extension
  3. Toggle the Status switch, or click Edit → Change status
  4. Save changes

Active: Extension can receive calls Inactive: Extension disabled, cannot receive calls

tip

Deactivate unused extensions instead of deleting them. This preserves configuration while freeing up resources.

Editing Configuration​

Each extension type has specific configuration options:

User Extensions​

  • Voicemail: Enable/disable
  • Forward-to: Call forwarding number
  • Password: Regenerate SIP password

Conference Rooms​

  • PIN: Change or remove PIN
  • Max participants: Adjust limit

Ring Groups​

  • Members: Add/remove extensions
  • Strategy: Change ring strategy
  • Timeout: Adjust ring duration

IVR Menus​

  • Greeting: Update welcome message
  • Options: Modify key press routing

Regenerating SIP Passwords​

For User extensions, you can regenerate SIP passwords:

  1. Navigate to Extensions
  2. Find the User extension
  3. Click View Details or Edit
  4. Click Regenerate Password
  5. Confirm the action
  6. Update all devices with the new password

Regenerating a password:

  • Immediately disconnects all registered devices
  • Is logged for audit purposes
  • Cannot be undone (old password is gone)

Only regenerate if you suspect the password is compromised.

Deleting Extensions​

When to Delete​

Delete extensions when:

  • They are no longer needed
  • You need to free up extension numbers
  • You're cleaning up old configurations

Deletion Process​

  1. Navigate to Extensions
  2. Find the extension to delete
  3. Click Delete (trash icon)
  4. Confirm deletion
  5. Extension is permanently removed

Pre-Deletion Checklist​

Before deleting an extension, verify:

  • Extension is not assigned to a user (unassign first)
  • Extension is not in any ring groups
  • Extension is not used in IVR menus
  • Extension is not a DID routing destination
  • Extension is not a fallback destination

What Happens When Deleted​

  • ✅ Extension configuration removed
  • ✅ Extension number freed for reuse
  • ✅ User assignment cleared (if any)
  • ✅ Removed from ring groups automatically
  • ✅ Historical call records preserved
  • ❌ Cannot be recovered (must recreate)

Cannot Delete Extension​

Problem: Delete button is disabled or deletion fails.

Common Causes:

  • Extension is assigned to a user
  • Extension is in use by ring groups
  • Extension is referenced in IVR menus
  • Extension is a DID routing destination

Solutions:

  1. Unassign from user first
  2. Remove from all ring groups
  3. Update IVR menu destinations
  4. Check DID routing rules

Extension Maintenance​

Regular Tasks​

Monthly:

  • Review inactive extensions
  • Check for unused extensions
  • Verify extension assignments are current
  • Review call quality reports

Quarterly:

  • Audit extension numbering scheme
  • Check for numbering conflicts
  • Review extension limits vs. usage
  • Update documentation

Annually:

  • Complete extension inventory
  • Review and update numbering scheme
  • Archive old extension records
  • Plan for growth

Monitoring Extension Health​

Watch for these indicators:

IndicatorAction
Unregistered phonesCheck SIP credentials, network
High call volumeConsider load balancing
No recent activityConsider deactivation
Failed callsCheck configuration, routing

Bulk Operations​

Currently, OPBX supports managing extensions one at a time through the web interface. For bulk operations:

  • Use the API to script changes
  • Contact support for assistance with large changes

Extension Inventory​

Creating an Extension Directory​

Maintain a document listing all extensions:

ExtensionTypeAssigned ToDepartmentPurpose
101UserJohn SmithManagementCEO
201UserJane DoeSalesSales Manager
400Conference-SharedMain Conference
500Ring Group-SalesSales Team
600IVR-MainAuto Attendant

Benefits of Documentation​

  • Quick reference for staff
  • Easier troubleshooting
  • Planning for growth
  • Training new administrators

Troubleshooting​

Extension Not Receiving Calls​

Problem: Calls to extension fail or go to voicemail.

Solutions:

  1. Verify extension status is Active
  2. Check if extension is assigned (User type)
  3. Verify SIP registration (User type)
  4. Review call routing rules
  5. Check Cloudonix integration status

Cannot Edit Extension​

Problem: Changes won't save or options are disabled.

Solutions:

  • Verify you have appropriate role permissions
  • Check for validation errors
  • Ensure extension number is unique
  • Verify required fields are filled

Extension Number Conflicts​

Problem: Cannot create or change to desired number.

Solutions:

  1. Check if number is already in use
  2. Look for inactive extensions using the number
  3. Verify the number format is valid
  4. Check extension limits

Lost SIP Credentials​

Problem: Cannot find or remember SIP password.

Solutions:

  1. View extension details to see credentials
  2. If password was changed and forgotten, regenerate it
  3. Update all devices with new password

Best Practices​

Naming and Organization​

  • Use consistent numbering schemes
  • Document all extensions
  • Include department/type in descriptions
  • Leave gaps in numbering for growth

Security​

  • Protect SIP credentials
  • Regular password rotation
  • Monitor for unauthorized access
  • Disable unused extensions promptly

Change Management​

  • Plan extension number changes carefully
  • Update all references when changing numbers
  • Communicate changes to affected users
  • Test after making changes

Next Steps​

Related Documentation: