What is an Extension number?
Short answer: An extension is a short internal number assigned to a user (or team) so callers can reach them directly from your IVR (“press 2-2 for Riya”) without going through a receptionist or a shared queue.
Who this is for
Admins and agents who need quick, direct routing to people or teams via Dial-by-Extension.
Example
A caller dials your main business number, hears the IVR, and enters 22 to reach Riya (Support) immediately.
Why use extensions
- Faster call routing
- More personalized service
- Easy, user-level call logs and recordings
Where to see or set an extension (3 steps)
- Open Users
Go to Settings → Users in your MyOperator dashboard. - Select a user
Open the user profile and find Extension. - Assign & save
Enter a short numeric code (e.g., 21, 145) and Save.
Tip: Turn on Dial-by-Extension in your IVR → Menu to let external callers enter extensions after hearing the greeting.
How callers and teammates dial
- External callers: When the IVR prompts, they can enter the extension on their keypad.
- Internal teammates: From the softphone/app or compatible device, dial the extension directly (no IVR needed).
Rules & limits
- Uniqueness: Each extension must be unique within your account.
- Digits: Extensions are short numeric codes; your account’s min/max length is defined by admin policy and plan.
- Conflicts: Avoid codes that overlap with IVR menu options or feature short-codes.
- Unassigned input: If a caller enters an unused extension, the call follows your IVR’s Invalid/No input rule (e.g., repeat menu or route to operator).
Need exact digit limits? See: Can I have more than 99 extensions?
Call flow (at a glance)
Caller → Main Number → IVR Greeting │ ├─ Press menu option (e.g., 1 for Sales) └─ Enter extension (e.g., 22) → Direct to user/deviceAlt text: “Diagram showing a caller at IVR choosing either a menu option or entering an extension that routes directly to a user.”
Troubleshooting
- “Extension already in use” → Pick another number; extensions must be unique.
- “Caller can’t reach the user by extension” → Confirm IVR → Dial-by-Extension is enabled and the user has a valid extension.
- “Wrong person gets the call” → Check for conflicts with IVR menu keys or overlapping short-codes.
- “Extension length not allowed” → Use a length that matches your admin policy/plan.
🔗 Related FAQs:
Caption: Go to Manage, then Users and click the three dots on the right.
Caption: Click Edit
Caption: Add or change the extension number here
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