How to Manage Extension Settings in Office

How to Manage Extension Settings in Office

Review an extension’s internal name, outbound caller ID, voicemail email, recording mode and Enabled setting, and save only the changes you intend.

Use Settings → Extensions to review an existing extension. Extension settings are separate from the person’s Office login and from the agents assigned to a Call Center queue.

Open the correct extension

1. Confirm the business location selected in Office.
2. Open Settings → Extensions.
3. Search by extension or user and use that row’s edit control.
4. Confirm the extension number at the top. Choose Extension Settings.

Review the fields

• Extension #: identifies the extension you are editing.
• User: the name people inside your company see when the extension calls them; this is not a user-login editor.
• Outbound Caller ID Number: the business number shown to people outside your company. Use its edit/number-selector control; see the dedicated caller ID guide.
• Voicemail Mail To: the email address used to send voicemails. Double-check the address before saving.
• Record: Disabled, All, Inbound, Outbound or Local. Choose according to your business’s recording requirements.
• Enabled: controls whether the extension is enabled. Do not turn it off during routine edits unless you intend to change its availability.

Save and verify

1. Review the intended changes, especially email, caller ID and Enabled.
2. Click Save.
3. Reopen the extension to verify the saved values.
4. For a caller ID change, make an authorized test call and confirm the displayed number and return-call route. For voicemail email, leave an authorized test message and check delivery.

Show in Active Calls on the Extensions list controls visibility on the live call board; it is not the same as Enabled. Do not use board visibility as proof that an extension can receive calls.

Forwarding and recording

Follow Me (Call Forward) is a separate section. See Follow Me / forwarding. For saved recordings, see access and download call recordings.

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