Describes how Super Users and certain Administrators apply or modify options for extensions account-wide in the Admin Portal. All user types can apply personal settings to their extensions in the Desktop App,
Manage in Admin Portal (Super User or Administrator)
Purchase Extensions
To purchase Extensions for your account, contact Customer Care at 1300 10 81 84.
Set Extension Options
- Sign in to the Admin Portal.
- Click Phone System, then click Extensions.
- Enter Search criteria to narrow the results displayed, if needed.
- Hover over the extension you want to modify, then click the Pencil icon.
- Click Basic Settings, Call Forwarding, Devices, or Voicemail to set options.
You must Save your selections before you move on to the next category.
Basic Settings
| Do Not Disturb | Send incoming calls to voicemail without ringing extension when toggled on.
See Do Not Disturb for details. |
| Extension Number |
Displays the default extension number assigned by the system.
- To change, enter a number between two to six digits. Special numbers such as 411, 711, or 911 are not valid.
- To add a custom tag for Caller ID, click the Tag icon. See Create a Custom Tag for details.
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| Location | Select the site where the extension is located, if applicable. |
| Extension Type | Displays the kind of extension used. |
| Extension Calling Plan | Displays the type of plan associated with this extension type. |
| User | Assign or remove a user from an extension by clicking the Pencil icon. If you choose to modify the user, you are directed to the Users page.
NOTE: You can assign multiple extensions to one user. |
| Reset Extension | Resets the voicemail greetings to the default greetings and removes the profile picture, Voicemail PIN, voicemail messages, and group text messages associated with this extension. Also disables any call forwarding and Voicemail to Email settings. |
| Dialing & Administration |
| Direct Dial Number | Select from available phone numbers to allow the extension to receive incoming calls from outside the PBX system. | | Call Continuity | Enter a backup phone number to forward inbound calls to if the internet connection is interrupted.
See Call Continuity Service for details. | | Exclude from Dial by Name Directory | Omit the listing of this extension in the company directory. | | Block International Dialing | Prevent this extension from placing international calls. | | Disable Call Waiting | Disable tones to alert of a new incoming call and direct all calls to voicemail. |
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| Call Screening | Manage how incoming calls are screened or announced.
| Enable Call Screening | Prompts a caller to state their name. Use the default message or record a custom message.
Use with Call Announce, Screen Menu, or both.
See Recording Greetings to record and upload a custom message. | | Call Announce | Plays a username/custom tag after the call connects, for example, You have a call for sales.
Use with Call Announce, Screen Menu, or both. | | Screen Menu | Announces a set of options that specify how to handle the incoming call.
This option requires use of Enable Call Screening, Call Announce, or both.
Options are:
- Press 1 to accept the call
- Press 2 to send the caller to voicemail
- Press 3 to transfer the call by number
- Press 4 to transfer the call by name
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See Call Screening for details. |
Outbound Caller ID
| Set Caller ID options for outbound calls:
| Extension Caller ID | Indicates the phone number to display for the outbound Caller ID. | | Block Outbound Caller ID | Blocks the display of your Caller.
See Block Caller ID for details. | | Current Account Caller ID Setting | Indicates how existing Caller ID settings are applied. |
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| Call Monitoring | Update PIN for extensions that can monitor other extensions.
This option is not displayed if an extension is not set up to monitor.
See Call Monitoring for details. |
Call Forwarding
| Toggled Off | Directs all unanswered incoming calls to Voicemail and lets you specify the number of rings before Voicemail answers.
See Voicemail for details. |
| Toggled On | Select one of the following options to specify how calls are handled when you are away from your phone:
| Send To Ext. Or Number | Directs incoming calls to an extension or an outside phone number. Forwarded calls ring for the amount of time you specify and if no one answers, the call goes directly to voicemail. Calls forwarded to international or geographic areas not included in your plan are subject to additional charges.
NOTE: If you use the Vonage Business Communications App on your mobile phone, do not forward calls to that phone number as it results in two incoming calls at the same time, where the call is immediately sent to the voicemail of your mobile phone.
| Send To Ext. Or Number | Enter a phone number or select an extension to receive forwarded calls. | | Use Caller ID | Select a Caller ID option:
| Originating Caller ID | Displays Caller ID information of the person who calls. | | Number on Account | Select a number on your account to display as Caller ID. |
NOTE: For internal forwarding (extension to extension), the Caller ID shows the originating number regardless of the Caller ID option selected.
See Forward Calls for details. |
| | Follow Me | Directs incoming calls to ring up to five extensions and/or phone numbers in the sequence you specify.
| When My Phone Rings... |
- Enter a phone number or select an extension to ring and then select the number of rings before sending to Voicemail.
- Click Add Another Rule, if applicable, to add additional numbers and extensions to ring.
| | If No Answer, Send to Voicemail Number | Select the extension to receive voicemail if the call is unanswered. | | Use Caller ID | Select a Caller ID option:
| Originating Caller ID | Displays Caller ID information of the person who calls. | | Number on Account | Select a number on your account to display as Caller ID. |
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See Follow Me for details. | | Simultaneous Ring | Directs incoming calls to ring up to five different numbers at the same time.
| When My Phone Rings... |
- Click to select an extension or add a number, including a non-extension number.
- Click Add Another Rule to add additional numbers, up to five.
| | Send to Voicemail After | Select the number of rings before callers are sent to Voicemail. | | Use Caller ID | Select a Caller ID option:
| Originating Caller ID | Displays Caller ID information of the person who calls. | | Number on Account | Select a number on your account to display as Caller ID. |
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See Simultaneous Ring for details. |
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Devices (Phones)
Add a Device
To add devices to an extension on the account, contact Customer Care at 1300 10 81 84.
Remove a Device
To remove, hover over the device and click the Trash icon.
Unassign/Assign a Device
- To unassign, hover over the device and click the Unassign Extension icon.
- To assign, click Assign Device, select a device, then click Assign.
Voicemail
| Voicemail Enabled / Disabled |
| Toggle On/Off | Toggle On to allow unanswered calls to be sent to Voicemail.
Toggle Off to disconnect unanswered calls without the option to leave a message. | | Send calls to voicemail after | Select the number of rings/seconds before the call is sent to voicemail. |
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| Voicemail PIN |
| Change Voicemail PIN | Click this option to send an email with instructions to the assigned user's email address. | | Set new PIN now | Select this option to enter a new PIN Number between 4-10 digits which is needed to access the extension's voicemail. |
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| Send Voicemail to Email | Enter an email address, or multiple email addresses separated by a comma, to receive an audio file of the Voicemail message to email:
| Send Voicemail to Email | Mark this option and enter up to ten email addresses separated by a comma to send an audio (.mp3) or transcribed voicemail message to email. | | Delete Voicemail After Sending Email | Mark this option to remove the voicemail message from the system after the attachment is sent to email. |
NOTE: uninitialized@vonage.com automatically populates as the default email when an extension is added to your account. |
| Voicemail Greetings | Manage Voicemail greetings.
| Out of Office Greeting | Record a custom message to play when you are away from the office.
See Record Greetings for instructions on how to record and upload. | | Unavailable Greeting | Use the default message or record a custom message that plays when you are not available to pick up the call.
See Record Greetings for instructions on how to record and upload. | | Busy Greeting | Use the default message or record a custom message that plays when the phone is in use or if Do Not Disturb is turned on.
See Record Greetings for instructions on how to record and upload. | | Name Greeting | Record the name you want to announce to callers who reach your extension.
See Record Greetings for instructions on how to record and upload. |
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| Exiting Voicemail Options | Allows a caller to press 4 during the voicemail greeting to connect to an extension or outside number. For other exit options, contact Customer Care at 1300 10 81 84.
NOTE: If you enable, change your greeting to inform callers of this option. |
See
Voicemail for details.
Unassign/Reassign an Extension
You can remove (unassign) a user from an extension to make it available for assignment to different user or for future use.
- Sign in to the Admin Portal.
- Click Phone System, then Extensions.
- Hover over the extension you want to manage, then click the Pencil icon. The Basic Settings page for the extension is displayed.
- Scroll to User, then select a new user from the menu to reassign this extension or click Select a user to leave the extension unassigned.
- Click Save.
Reset an Extension
You can reset an extension, which resets the voicemail greetings to the default greetings and removes the voicemail PIN, voicemail messages, group text messages, profile picture, and personal faxes associated with this extension. It also disables any call forwarding and voicemail to email settings. User roles that have access to reset extension data are listed here:
| User Role | Access to Reset Extension Data |
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| Account Super User (ASU) | Can reset extension data for all user roles. |
| Account Admin (AA) | Can reset extension data of all extensions except those assigned to the ASU. |
| User Admin (UA) | Can reset extension data for BA, CQA, CQRA, and RA. Cannot reset extension data for ASU, AA, or other UAs but can reset their own extension(s) data. |
| Billing Admin (BA) | No access to reset extension data. |
| Call Queue Admin (CQA) | No access to reset extension data. |
| Call Queue Reporting Admin (CQRA) | No access to reset extension data. |
| Reporting Admin (RA) | No access to reset extension data. |
- Sign in to the Admin Portal.
- Click Phone System, then click Extensions.
- Hover over the extension you want to modify, then click the Pencil icon. The Basic Settings page is displayed.
- Scroll to User, then Reset Extension and confirm the action when prompted.
Remove an Extension
You must contact Customer Care at 1300 10 81 84 to remove an extension.
NOTE: All accounts must have a minimum of one Unlimited Extension or one Mobile Unlimited Extension and one Local Telephone Number to remain active.
Manage in Desktop App (All User Types)
To set options for your extension:
- Sign in to the Desktop App.
- Click your Avatar/Initials (top left), then click Settings.
- Set options for Profile, Application, Audio, Extension, Call Forwarding, Devices, and Voicemail.
You must Save your selections in each category.
Profile Settings
| Profile Details | Update your name and email address. |
| Profile Picture | Upload a profile picture where supported file types are JPG, JPEG, or PNG. |
| Phone Numbers | View your extension number and your Virtual Receptionist phone numbers. |
| Emergency Services Location | Displays the physical address where emergency personnel is dispatched if called. |
| Change Username and Password | Displays your username and allows you to edit your password for the Desktop App. |
| Secret Question/Answer | Edit your secret question and answer in the event you forget your password. |
Application
| Call Settings | Mark options that include:
- Keep call screen minimized by default
- Keep dial pad open (after call has ended)
- Disable incoming calls
- Set automated (text) message for missed calls
Click Call Quality Test to verify the quality of your internet connection. |
| Notifications | Mark options that describe how to handle incoming calls and/or select a ringtone for incoming calls and meetings. |
| Fax Test | Test your service, if you have a fax line. |
| Meetings | Mark options for your Vonage Meetings settings. |
Audio
Choose the best audio sources for your microphone and speakers as well as which device will play the incoming call ringtone.
Extension
| Call Continuity Service | Enter a backup phone number to forward inbound calls if the internet connection is interrupted.
See Call Continuity Service for details. |
| Call Screening | Manage how your incoming calls are screened and announced.
| Enable Call Screening | Prompts a caller to state their name. Use the default message or record a custom message.
Can be used with Call Announce, Screen Menu, or both.
See Recording Greetings for instructions on how to record and upload. | | Call Announce | Plays a username/custom tag after the call connects, for example, You have a call for sales.
Can be used with Call Announce, Screen Menu, or both. | | Screening Menu | Announces a set of options that specify how to handle the incoming call.
This option must be used with Enable Call Screening, Call Announce, or both.
Options are:
- Press 1 to accept the call
- Press 2 to send the caller to voicemail
- Press 3 to transfer the call by number
- Press 4 to transfer the call by name
| | Disable Call Waiting | Toggle On to disable Call Waiting or Off to enable Call Waiting. |
See Call Screening for details. |
Call Forwarding
Toggle between the following options that specify how calls are handled when you are away from your phone:
| Send to Voicemail | Directs all unanswered incoming calls to Voicemail and lets you specify how many rings/seconds must elapse before Voicemail picks up.
See Voicemail for details. |
| Forward All Calls | Directs incoming calls to an extension or an outside phone number. Forwarded calls ring for the amount of time you specify and if no one answers, the call goes directly to voicemail.
| Forward All My Calls To | Enter a phone number or select an extension from the list to receive forwarded calls. | | Use Caller ID | Select a Caller ID option:
| Originating Caller ID | Displays Caller ID information of the person who calls. | | Number on Account | Select a number on your account to display as Caller ID. |
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See Call Forwarding for details. |
| Follow Me | Directs incoming calls to ring up to five extensions and/or phone numbers in the sequence you specify.
| When My Phone Rings... |
- Enter a phone number or select an extension to ring and then select the number of rings/seconds before sending to Voicemail.
- Click Add Another Rule, if applicable, to add additional numbers and extensions to ring.
| | If No Answer, Send to Voicemail Number | Select the extension to receive voicemail if the call is unanswered. | | Use Caller ID | Select a Caller ID option:
| Originating Caller ID | Displays Caller ID information of the person who calls. | | Number on Account | Select a number on your account to display as Caller ID. |
See Follow Me for details. |
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| Simultaneous Ring | Directs incoming calls to ring up to five different numbers at the same time.
| When My Phone Rings... |
- Click to select an extension or add a number, including a non-extension number.
- Click Add Another Rule to add additional numbers, up to five.
| | Send to Voicemail After | Select the number of rings/seconds before the caller is sent to Voicemail. | | Use Caller ID | Select a Caller ID option:
| Originating Caller ID | Displays Caller ID information of the person who calls. | | Number on Account | Select a number on your account to display as Caller ID. |
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See Simultaneous Ring for details. |
Devices (Phones)
To add devices to an extension on the account, contact Customer Care at 1300 10 81 84.
Voicemail
| Voicemail Enabled / Disabled |
| Toggle On/Off | Toggle On to allow unanswered calls to be sent to Voicemail.
Toggle Off to disconnect unanswered calls without the option to leave a message. | | Send calls to voicemail after | Select the number of rings/seconds before the call is sent to voicemail. |
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| Send Voicemail to Email | Enter an email address, or multiple email addresses separated by a comma, to receive an audio file of the Voicemail message to email:
| Enable Send Voicemail to Email | Verify that you want to send audio files to the specified email address. | | Delete Voicemail After Sending Email | Delete the voicemail from the Vonage Voicemail System after the audio file is sent. | | Play Automated Voicemail Prompt | Use the default system greeting instead of a custom recorded message for Unavailable and Busy greetings. |
NOTE: uninitialized@vonage.com automatically populates as the default email when an extension is added to your account. |
| Change Voicemail PIN | Click to enter a number between 4-10 digits which is needed to access your voicemail. |
| Name Greeting | Record the name you want to announce to callers who reach your extension.
See Record Greetings for instructions on how to record and upload. |
| Unavailable Greeting | Use the default message or record a custom message that plays when you are not available to pick up the call.
See Record Greetings for instructions on how to record and upload. |
| Busy Greeting | Use the default message or record a custom message that plays when the phone is in use or if Do Not Disturb is turned on.
See Record Greetings for instructions on how to record and upload. |
| Out of Office Greeting | Record a custom message to play when you are away from the office.
See Record Greetings for instructions on how to record and upload. |
| Exiting Voicemail Options | Enables a caller to press 4 during the voicemail greeting to connect to an extension or outside number. To set up additional exit options, contact Customer Care at 1300 10 81 84 for assistance.
NOTE: Change your greeting to inform callers of this option, if you choose to use it. |
See
Voicemail for details.
