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Extension Assignment

Extension assignment links users to phone extensions, enabling them to make and receive calls. This document explains how extension assignment works and how to manage it.

Understanding Users and Extensions​

In OPBX, users and extensions are separate but related entities:

  • User: A person who can log into OPBX with a specific role
  • Extension: A phone number/endpoint that can receive calls

Relationship Rules​

  • A user can have zero or one extension assigned
  • An extension can be assigned to one user or remain unassigned
  • When assigned, calls to the extension are routed to the user
  • Extensions can exist without users (for shared lines, IVR, etc.)

Why Assign Extensions?​

Assigning an extension to a user enables:

  • Making calls - User can dial out using their extension
  • Receiving calls - Calls to the extension number ring the user
  • Voicemail - Voicemail boxes are tied to extensions
  • Caller ID - Outbound calls show the extension's caller ID
  • Call routing - Ring groups and IVRs can route to the extension

Assigning Extensions​

During User Creation​

You can assign an extension when creating a new user:

  1. Navigate to Users → Create User
  2. Fill in user details (name, email, role)
  3. Toggle Assign Extension
  4. Select an available extension from the dropdown
  5. Click Create User

To Existing Users​

To assign or change an extension for an existing user:

  1. Navigate to Users
  2. Find the user and click Edit
  3. In the Extension section, select an available extension
  4. Click Save Changes

Unassigning Extensions​

To remove an extension from a user:

  1. Navigate to Users
  2. Find the user and click Edit
  3. In the Extension section, select None or click Remove Extension
  4. Click Save Changes
note

Unassigning an extension does not delete the extension. It simply removes the link to the user, making the extension available for reassignment.

Extension Availability​

Viewing Available Extensions​

When assigning an extension, the dropdown shows only extensions that are:

  • Created in the system
  • Not currently assigned to another user
  • Active (not disabled)

Creating New Extensions​

If no extensions are available:

  1. Navigate to Extensions
  2. Click Create Extension
  3. Configure the extension number and settings
  4. Return to user management to assign the new extension

See Extensions for detailed extension configuration.

Extension Assignment Workflow​

Scenario 1: New Employee​

  1. Create user - Add the employee to OPBX
  2. Create extension (if needed) - Add a new phone extension
  3. Assign extension - Link the user to the extension
  4. User configures phone - Employee sets up their SIP phone or softphone
  5. Test calls - Verify the user can make and receive calls

Scenario 2: Role Change​

  1. User changes departments - Employee moves to a new role
  2. Unassign old extension - Remove link to previous extension
  3. Assign new extension - Link to new department's extension
  4. Update ring groups - Add to new department's ring group

Scenario 3: Employee Departure​

  1. Deactivate user - Set user status to inactive
  2. Unassign extension - Remove extension assignment
  3. Reassign extension - Give extension to replacement employee
  4. Update routing - Remove from ring groups and IVR menus

Best Practices​

Extension Numbering​

Consider a logical numbering scheme:

RangeUse
100-199Management
200-299Sales department
300-399Support department
400-499Conference rooms
500-599Shared lines

One-to-One Mapping​

Generally, maintain a one-to-one relationship between users and extensions:

  • ✅ One user = One extension (standard employee)
  • ✅ One user = No extension (reporter, admin only)
  • ❌ One user = Multiple extensions (not supported)
  • ✅ Extension = No user (shared lines, IVR)

Documentation​

Keep records of extension assignments:

ExtensionUserDepartmentNotes
101John SmithManagementCEO
201Jane DoeSalesSales Manager
301Bob WilsonSupportSupport Agent

Troubleshooting​

Extension Not Available​

Problem: The desired extension doesn't appear in the dropdown.

Solutions:

  • Check if the extension is already assigned to another user
  • Verify the extension is active (not disabled)
  • Create a new extension if needed

User Cannot Make Calls​

Problem: User reports they cannot make or receive calls.

Solutions:

  1. Verify the user has an extension assigned
  2. Check the extension status is active
  3. Verify SIP credentials are configured correctly
  4. Check Cloudonix integration status
  5. Review call routing settings

Cannot Unassign Extension​

Problem: Unable to remove an extension from a user.

Solutions:

  • Check your role permissions (need Owner or PBX Admin)
  • Ensure the user is not the last owner
  • Try refreshing the page and trying again

Extension Assignment Lost​

Problem: User reports their extension stopped working.

Solutions:

  1. Check the user's profile - extension may have been unassigned
  2. Review audit logs for recent changes
  3. Reassign the extension if needed
  4. Check if the extension was deleted

Next Steps​

Related Documentation: