Create and edit phones/extensions

You can add or edit primary and secondary extensions (for example, you may wish to change an extension’s recording mode). You can only edit secondary extensions when editing a single extension.

Secondary extensions and Real-time Monitoring

It is important to understand that Real-time Monitoring is not supported for secondary extensions.

Before you begin

If you will be using screen recording, you must set up a LAN data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. and Workstations before completing the following procedure (in order to associate extensions with said workstations). See Create a LAN data source and Set up workstations and workstation groups.

Procedure

Click Recording Management > Data Sources > Settings. Select a Phone data source from the left pane.
Click Phones.
In a multi-tenant enabled environment, the tenant to which the selected data source is associated displays in parentheses in the screen heading. An organization belongs to a tenant. When a data source is associated to an organization, the screen heading displays the tenant to which the organization belongs. The data source can be associated to a particular tenant or have the Shared status. A data source associated to a particular tenant processes data only for that tenant. A data source that has the Shared status processes data for all tenants in the system.
Click Create (or click Edit to modify an existing phone).
Specify or edit the following:
- Extension—Type the extension number, including any prefix or suffix, such as 3344, or X3344, or X3344A (the prefix and suffix are not case-sensitive).
- Recording Mode—Choose one of the following extension recording modes:
  
  Block Recording Rules and Block commands through AIM, Connect and other third party APIs will cause the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. or contact The entire communication experience for a customer, from beginning to end. to not be recorded, regardless of the extension recording mode, recording rules or other third party API commands.
  - Record—Record all calls on this extension.
  - Recording Resource—Only for soft phones. Use in conjunction with a Service Observe or Single Step Conferencing Recorder Control Type.
  - Start on Trigger—Do not record calls on this extension until a recording rule is triggered or an external API command starts recording. If the recorder is set to recorder controlled, recording will start whenever the recorder starts, but audio prior to the recording trigger will be deleted; the interaction will start there, and continue to the end of the call.
  - Application Controlled—Record every call, and then delete it. At any time during a call, a recording rule or an external API command can cause the recorder to keep the call.
  - Do Not Record—Do not actively record this extension. Other extensions on the same call will follow their respective Recording Mode, and may record audio for this extension. External API commands or recording rules do not override this setting.
  Using start/stop recording commands when screen recording is active will result in only the first screen recording segment being captured. Subsequent use of start/stop will only affect the audio and not the screen, meaning screens will continue to not be recorded after the first stop (regardless of whether start is issued again).
  
  If the RestartSession parameter is set to false through the Recorder API (or if the parameter is not present), the behavior will be as above. If RestartSession is set to true, a new segment and a new recording will be created upon receipt of a start command.
  
  Application Controlled is for use with the Cisco Phone Services adapter (formerly ExecRecord)—see the Cisco Integration Guide for more information. This feature allows you to record calls on demand, in recording environments that use Cisco CallManager equipment and IP phones.
- Content Type—Select Audio, Screen, or Audio and Screen. This determines the type of content that will be recorded on this particular extension. The default is Audio.
- LAN (Screen) Data Source—Required for screen recording. Select the LAN data source with which the phone must be associated.
  
  In a multi-tenant enabled environment, only LAN data sources associated to the same tenant as the phone data source selected earlier in this procedure are available for selection.
- Workstation Name—In setups involving a LAN data source, you can map phones to workstations. Click the pencil icon. Select a workstation, then click Set.
Under Secondary Extensions, type the secondary extension number in the Extension field. This number must be distinct from the primary number. For example, add a prefix or suffix to the primary number. Primary and Secondary extensions are not case-sensitive. Set the Recording Mode for the extension and the Content Type to Record (see above for descriptions).
Click Add to add new secondary extensions as needed.
Click Save.