User extensions in Aircall

Aircall allows callers to dial a user's individual extension so they can reach the right person directly, without navigating menus or waiting in a queue. Extensions work account-wide and can be customized per user.

Understand user extensions

When a new user is created in Aircall, they are automatically assigned a three-digit extension number. This number can be edited at any time from the Admin Dashboard.

Important: Extensions must be unique within your Aircall account.
Two users cannot share the same extension.

Configure a user's extension in the Aircall Dashboard

You can view or edit a user's extension from the Dashboard.

Steps:

1. Go to Aircall Dashboard > Users and Teams > All users
2. Find and select the user whose extension you want to view or modify.
3. In the User settings, go to the General tab.
4. Under Profile settings, locate the Extension field.
5. To change the extension, enter a new three-digit number.
6. Click Save changes to confirm.

Call using an extension

Callers can dial a three-digit extension during the following stages of a call:

• During or immediately after an IVR (Keypad) message
• While listening to an Audio Message
• While listening to the Waiting music

Extensions work across the entire account. Even if a user is not part of a number's call distribution, their extension can still be dialed and the call will be routed to them.

To help callers use extensions, you can add an audio message to your call flow, such as:

"If you know the extension of the person you would like to speak to, please dial it now. Otherwise, please hold to hear the available options."

Extension dialing with Legacy Routing

For numbers that still use Legacy Routing, extension dialing behaves differently.

Classic numbers

• Extensions can be dialed during the Welcome Message.
• Calls will only reach users who are assigned to that specific number's call distribution.
• If the user is not part of that distribution, their extension will not work on that number.

IVR numbers

• Extensions can be dialed during the Welcome or IVR Message.
• Calls can reach any user in the account, regardless of IVR assignment.

Find your extension in Aircall Workspace

Users can easily find their own extension in Aircall Workspace.

Steps:

1. Click on Settings in the lower-left corner.
2. Under the Account tab, locate your extension number within your Profile.

Key considerations

What happens if a user is unavailable?

• If a user is Unavailable, the caller will hear an automated message.
  This automated message cannot currently be changed or customized.
• If a caller dials an extension and the call is not answered, all users assigned to the original phone number will receive a missed call notification.

Extensions and "Call data and access" users

If a user is configured only for outbound calls (for example, a "Call data and access" user), their extension will not work:

• Callers dialing their extension will hear the error: "This extension does not exist."

No extension dialing during API transfers

When a call is transferred via the public API, the caller cannot dial an extension during the ringing phase of that transfer.