Enhance the Customer Call Experience with Phone Number Extension Features
What is a Phone Extension?
An extension is a three to six-digit number identifying a specific call path configuration that allows you to dial and connect to another caller internally. This is not a DID phone number but rather an internal extension. Outside callers can directly reach you by dialing your organization's main phone number followed by the intended party's extension.
The phone number extension is one of many convenient features offered as part of our VoIP service platform for small businesses and enterprises. Phone extensions can be used in a number of ways in your business to support your call center or contact center objectives for excellent customer experiences.
Our phone number extension features let you have unlimited extensions for your business telephone number and company phone system. You have the option of choosing extensions, including the number of digits in the extensions. Callers can also dial directly by extension or use the speed dial feature.
Advantages of Phone Number Extensions
Traditional landlines can't offer the convenience and superior experience delivered by a VoIP system and its phone number extension feature.
Multiple connection options
Whether it's a business landline at a call center or an iPhone or Android smartphone, you can use the phone number extension to connect your team with customers or employees.
Customers are able to reach their intended point of contact much faster than having to use a directory menu, waiting for a receptionist, or getting stuck with voicemail.
Made for remote teams
Even though companies use remote teams, they may not want their customers to know how their staff is deployed around the world, so the phone number extension seamlessly connects everyone through a main number and then transfers them to local numbers.
Rather than paying extra for these convenient features, phone number extensions are included in our VoIP service platform, giving you a wealth of tools to enhance customer and employee relationships.
Why Choose GoToConnect?
Dial By Extension
Dial by Extension allows a caller to dial an extension directly rather than dial the full phone number or contact the receptionist. This feature lets you reach your party faster. Customers can also exit an auto-attendant by dialing their party's extension at any time.
For example, you can use this feature to dial your party's extension straight from your handset regardless of location.
Unlimited extensions are included in the price. This means you can have several different extensions ring the same landline or mobile phone or you can add extra extensions for conference rooms. Each extension comes with a voicemail box and Find Me/Follow Me settings. You can choose an extension to call a ring group that includes all available agents in a certain department so that the caller is sure to speak to someone rather than be sent to voicemail.
Unlimited extensions can be used in many ways. You can set up extensions for each employee even if two employees share the same desk phone. Or, you can have a general extension for different departments like Sales or Billing.
Speed dial options can be set up on any phone on our system. You can configure your speed dial options for quicker calling on your desk phone or with your click-to-call desktop interface, softphone, or mobile app. Speed dial settings are unique to a specific device.
For example, speed dial is often the easiest way to quickly connect with people and extensions you dial frequently. Once you set up this feature, you can dial by one button to get connected faster.
Transfer a call from your line to the appropriate person without losing the caller.
Dial by Name
Find an employee's extension using the dial-by-name directory.
Enjoy support for a local (personal) directory and a corporate directory.
Forward your extension to any cell phone, landline, or co-worker.
See when a second call is coming in while on an active call.
Call On Hold
Place a caller on hold while you transfer them or find an answer.
- Do I have to wait to be prompted by an auto-attendant before dialing an extension?
No. Neither employees nor customers have to wait to be prompted by an auto-attendant before dialing their party's extension.
- How does dial by extension work for remote employees?
As long as your IP handset is configured with our system, employees can use extension dialing regardless of location. There is no need for area code, star code, etc. You can also use extension dialing directly from your handheld device no matter where you are located.
- Can I choose the number of digits in my phone number extension?
Yes, you can choose the number of digits in your extension because our hosted VoIP solution supports three, four, five, or six-digit dialing across all system endpoints regardless of geographic location. For example, you can dial your boss by extension on your phone or app even if you are in a different country.
- Can I dial directly by extension?
Yes, users can directly dial extensions internally as long as the device you’re using is set up on the system.
- How do I set up a phone number extension to ring more than one phone?
There are a few ways you can set up an extension to ring more than one phone. Users can configure their Find Me/Follow Me feature in the end-user portal. Administrators also have the option to configure this in a ring group by accessing the administrator portal.