Create a range of extensions

You can automatically create a series of extension numbers between a specified start and end range, including prefixes and postfixes, allowing you to create up to five thousand extensions at once. All extensions in the range assume the same recording mode, and are not case-sensitive.

Procedure 

1. Click Recording Management > Data Sources > Settings.

2. Select a Phone 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..

3. 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.

4. Click Create Range.

5. In the Create Phone Range window, complete the following fields:

   • Prefix—Type any digit or letter that will precede the extensions number, such as X.

   • Extension Range—Type an extension number range, such as 1-100.

   • Postfix—Type any digit or letter that will appear after the extension, as an identifier.

   • Recording Mode—Choose one of the following extension recording modes:

     Block Business 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 oran 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 while 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.

6. Select the Overwrite Existing check box to have existing identical extensions replaced with new ones created in the range. The new one then assumes the characteristics of the range. If unchecked, the identical extension will remain with its existing characteristics (such as recording mode).

7. Under Secondary Extensions, select the Delete if Extension exists as primary check box to delete the primary extension if a primary extension with the same number/identification is detected. Select the Overwrite Existing check box to have existing identical extensions replaced with new ones created in the range.

   Next, type the range of secondary extension numbers, which must be distinct from the primary numbers. Secondary extensions assume the same prefix and postfix as the primary extension, and are not case-sensitive. Refer to the following table for extension range guidelines:

   Extension type	Allowable ranges
   Primary Extension	1000, 1500-2000, 3000
   1st Secondary Extension	4000, 4500-5000, 6000
   2nd Secondary Extension	7000, 7500-8000, 9000

8. If necessary, click Add to add a new secondary extension.

9. Click Save.

Related topics

Set up phones and extensions