Virtual Extensions provide easy call routing capabilities to connect callers to internal or external individuals or services.

Virtual Extensions can be used for:

  • Creating an extension number to forward to a cell phone or alternate number, for an employee or associate that is not a User or does not have a Device on the Intermedia Unite account.
  • Automating the dialing of a specific phone number or service, like dialing into a Conference number and entering the PIN automatically.
  • Adding a person into the Auto Attendant's Dial By Name directory that doesn't have a Intermedia Unite phone.

This article will guide you through the process of setting up and configuring your new Virtual Extension.

We will cover the following topics:

  

Create a new virtual extension

To create a new virtual extension:

  1. Navigate to Voice ServicesResources & Utilities > click Create.
  2. Choose Virtual Extension and click Proceed.
  3. Assign a Name and Extension number.
  4. Select the Route to type; Phone number or Extension.
    • Selecting Phone number allows you to type a phone number to forward calls to.  This number does not have to be hosted with Intermedia, and can point to a number on a different service if required.
    • Selecting Extension will reveal a text field where you can enter any extension currently assigned to a user or service on your account.

  5. Add Two-stage dialing commands to be completed after the route-to phone number answers. (More information on Two-Stage Dialing) Clicking Add allows you to select one of two options:
    • Pause 2 seconds - The Virtual extension will wait 2 seconds before connecting the caller to the Route to, once the call is answered. 
    • Enter Characters - A text box appears allowing you to enter additional digits that will be entered as DTMF tones, after the call has been answered.

  6. Check Disable for Music on Hold if you wish to disable hold music from any Intermedia Unite devices that dial this virtual extension.
  7. Set a Location where this Resource will be used.
  8. Click Create virtual extension.

You will be returned to the Resources & Utilities tab where you can see the new VE listed.

 

  

Edit settings / delete virtual extension

To access your Virtual Extension general settings:

  1. Navigate to Voice Services > Resources & Utilities > click on the Virtual Extension name.

  2. You can change the following settings on the General tab
    1. Update the Name.
    2. Change the Extension.
    3. Assign a Phone number for direct dialing from other phone providers.
    4. Change the Location.

      Note:
      If you made any adjustments on this tab, make sure you click Save Changes before navigating to a different tab.

  3. You can change the following settings on the Route to tab
    1. Update the Route to type and adjust the Phone Number or Extension.
    2. Update the Two-stage dialing commands. (More information on Two-Stage Dialing
    3. Check Disable for Music on Hold if you wish to disable hold music from any Intermedia Unite devices that dial this virtual extension.
    4. Set a Timeout time in seconds; should the Route to you're forwarding calls to not answer or have a voicemail or answering service.
    5. Set the Timeout to action:
      • Hang up
      • User or Resource
      • Auto Attendant
      • Hunt Group
      • Company Voicemail
    6. Log in to the Conference Bridge portal.
    7. Change the Location.

      Note:
      If you made any adjustments on this tab, make sure you click Save Changes before navigating to a different tab.

  4. The Outbound caller id tab can be used to adjust the caller ID that is displayed to the Route To destination. You have the following options available:
    • ID from incoming call - Use the caller ID number of the originating caller.
    • Virtual Extension DID - Use the Phone Number (if one was assigned on the General tab) of the Virtual extension.
    • User or Service number - Adjust the drop-down box to select a User or Service and use their assigned phone number as the caller ID.
    • Any phone number - Use a specific phone number, entered in the text field.
    • Block outbound caller ID - Block the outbound caller ID to the Route To destination.

      Note: If you made any adjustments on this tab, make sure you click Save Changes before navigating to a different tab.

 

     
To delete a Virtual Extension:

  1. Navigate to Voice Services > Resources & Utilities.
  2. Check the Virtual Extension you wish to delete.
  3. Click Delete.

 

 

  

Two-Stage dialing

When creating or editing a Virtual Extension, you have the ability to add post-answer dial sequences that can automate DTMF commands, such as entering a conference code after dialing into a conference bridge.

There are two options for Two-Stage dialing:

  • Pause 2 seconds - Once the call is answered, the virtual extension will wait 2 seconds before performing any actions, like dialing characters, or connecting the originating caller to the call.
  • Enter Characters - A text box appears allowing you to enter additional digits that will be entered as DTMF tones, after the call has been answered.
  • Note: The post-answer dial string is limited to a max of 40 characters (numbers) dialed, and adding actions increases the amount of characters:
    • Pause 2 seconds - Each Pause added = 1 character added to the total dial code.
    • Enter Characters - Each character or number entered in the text field= 1 character added to the total dial string.

  

 

Configuring a Virtual Extension for dialing for a conference bridge as a guest:

While creating or editing your Virtual Extension:

  1. Select Extension as your Route to, and enter the conference bridge extension in the text field.

    • Alternatively, you can select Phone number as your Route to, and enter the Conference bridge number.
  2. Click +Add under Two-stage dialing.
    • The default action created is Pause 2 seconds; using this as your first action is recommended as it will wait 2 seconds after the conference bridge answers, before dialing the conference PIN.  This will give the conference bridge enough time to get to the 'Enter the PIN' prompt, before dialing the code.
  3. Once again, click +Add under Two-stage dialing to add a second action.
    • A second action for Pause 2 seconds is added; click the down arrow to the right and select Enter Characters.
    • Enter the conference bridge Host or Guest code, followed by a pound (#), (example: 485216#).
  4. Check the Disable checkbox for  Music on Hold to disable hold music from the inbound caller (only works with Intermedia Unite devices dialing in)
  5. Leave the Timeout time at 60 seconds, and the default Timeout to as Hang up; the conference bridge will always answer within the first 2-5 seconds, so the timeout option will never be utilized.

Now when the Virtual Extension is dialed directly via it's Phone Number, or reached by it's extension number from the Auto Attendant or direct transfer, the extension will dial out to the conference bridge, wait for the conference to answer, wait 2 seconds, then dial the conference code and press # to log in automatically.