User Extensions in Aircall

Aircall allows callers to dial a user's individual extension, enabling direct connections without navigating through menus or waiting for an agent.

Understanding User Extensions

When a new user is created in Aircall, they are automatically assigned a three-digit extension number. This extension can be customized as needed.

Configuring an Extension

To find or edit a user's extension:

1. Log in to the Aircall Dashboard
2. Click on Users in the left-hand navigation menu
3. Find and select the user whose extension you need to modify
4. In the user settings, go to the General Settings tab
5. Under Profile Settings, locate the user's extension
6. To edit the extension, enter a new three-digit number in the Extension field
7. Click Save Changes to confirm the update

⚠️ Note: Extensions must be unique within your account

Calling 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 call distribution, their extension can still be dialed.

To help callers reach internal extensions, consider adding an audio message at the appropriate stage of the 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."

For numbers still using Legacy Routing, extension dialing works differently:

• Classic Numbers:
  • Extensions can be dialed during the Welcome Message.
  • Calls will only reach users assigned to that specific number’s call distribution.
  • If the user is not part of that distribution, the extension will not work.
• IVR Numbers:
  • Extensions can be dialed during the Welcome or IVR Message.
  • Calls can reach any user within the account, regardless of IVR assignment.

Finding Your Extension in Aircall Workspace

To locate your own extension in Aircall Workspace:

1. Click on your User Icon in the lower-left corner
2. Select Settings
3. Under the Account tab, you’ll find your extension number within your Profile

Key Considerations

• What Happens if a User is Unavailable?
  • If the 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 & "Outgoing Calls Only" Users: If a user is assigned only for outgoing calls, their extension will not work. Callers dialing their extension will receive an error: "This extension does not exist"
• No Extension Dialing During API Transfers: When a call is transferred via public API, the caller cannot dial an extension during the ringing phase