whatsapp for contact centers

In today’s business world, effective communication is essential for seamless collaboration within organizations. Phone extensions play a key role in achieving this by streamlining internal communication and enhancing interactions with customers.

Join us as we break down the fundamentals of phone extensions and explore their benefits.

What is a Phone Extension?

Phone extensions are commonly used in VoIP phone systems. They are typically a shortcode created by adding extra digits or characters to the main phone number. Think of phone extensions like a mini phone number used internally.

For example, let’s say the sales teams have the contact information 555-1234 ext. 101. In this case, 555-1234 is the main number, and ext. 101 is the extension number specifically for the sales department.

Phone extensions have two functions. Internally, they act as shortcuts for employees to contact each other within the organization quickly. Instead of having to remember or look up full phone numbers, you can simply dial the extension assigned to reach your colleagues.

Externally, phone extensions provide an easy way for customers or external contacts. They can directly contact a specific person or department without navigating through automated menus or waiting on hold.

How to Call Extension Phone Numbers?

How phone extensions work is simple. You can just dial the extension number (like 1001) to speak to a colleague directly. When departments have their own extension numbers, such as #50, it’s important to remember to include them when dialing. For example, you would dial #50-1001 to reach the desired destination.

For customers, the process is slightly different. They would first dial the main number of your business line (555-1234), and once connected, enter the specific extension number (ext. 101) to reach the desired person or department.

In a unified communications system, geographically dispersed teams can effortlessly reach each other using just the extension numbers. This means that regardless of their location, team members can easily connect and communicate without any additional complexities.

How to Create Phone Extensions with Yeastar? 5 Steps

Here’s a quick guide on how to set up phone extension numbers for new team members.

1. Log into the admin portal, go to Extension and Trunk > Extension, and click “Add”. If you need to create multiple extensions, you can go with “Bulk Add”

2. Select the type of extension you need. In most cases, we will start by creating a SIP extension.

3. Fill in the user information, including name, email address, and user role, along with the necessary extension details.

How to Create Phone Extension

4. Complete the Extension Information section

How to Create Phone Extension

5. Click Save and apply.

Apart from SIP extensions, you can also set up FXS extensions to connect analog devices and make/receive calls.

Useful Extension Features

Yeastar also provides a range of useful features designed for extension users to enhance daily communication efficiency. For example:

  • Presence Status: Shows the availability or current status of other extensions.
  • Voicemail: Receive and manage voicemail messages.
  • Caller ID: Displays the caller’s information when receiving incoming calls.
  • Speed Dial: Shortcuts to quickly dial frequently-called extension numbers.
  • Extension Permissions: Manage specific permissions or restrictions for each extension.

Benefits of Using Phone Number Extensions

You can enjoy several benefits by using phone number extensions:

  • Streamlined internal communications: You can communicate with your colleagues within the organization directly.
  • Better customer services: Customers can skip automated menus and get connected to reach specific individuals or departments quickly.
  • Huge cost-savings: Internal calls between other branches or remote teams are typically free or incur minimal charges.
  • Easier management: Add or modify extensions to meet the evolving communication needs.

How are Calls Routed to Extensions?

When you call an extension, the phone system will route your call internally. It identifies the specific extension based on the digits you enter. Then, the call is either directly transferred to the specific person or department.

If the recipient is available, they’ll answer the call. But if they’re not, the phone system will direct you to their voicemail, where you can leave a message.

How are Calls Routed to Extensions?

The exact steps and features can vary depending on the business phone system being used. In addition, certain phone systems may provide additional features like call queuing. They further enhance your communication capabilities and ensure efficient handling of incoming calls.


Phone extensions can really give your business a boost, and they’re great for keeping your customers happy. With Yeastar, you’re not just making things more productive—you’re making your whole communication setup a lot smoother. It’s easier for your team to work together, and customers can get through to the right person without any hassle.

If you’re ready to take your communication to the next level, don’t hesitate to contact us or sign up for a 30-day free trial. Experience firsthand how we can assist you in transforming your daily communication experience.

New call-to-action

Leave a Reply

Your email address will not be published. Required fields are marked *