Overview
This guide explains how to set up your Aircall phone system to allow customers to reach your internal Aircall extensions.
Phone Line Setup
In order to use the extension feature, there must be either an audio widget for a number using Aircall's New Call Routing Solution (Smartflows), or an IVR or Welcome Message for a number using Aircall's previous routing, activated on the phone line.
You may wish to include a custom welcome message stating: "If you know the extension of the person you would like to speak to, please dial it now <pause> if not, please hold to hear the available options"
In the image shown, the top section (green rectangle) shows when a keypad for an extension is possible, and the lower section (red rectangle) shows when a keypad entry will trigger an interaction with the IVR.
Important Considerations
- When a customer calls a phone number, the customer should then dial the extension number while the audio widget/message is playing in order to be directly connected
- A caller can dial any user extension during an audio welcome message, but not during an IVR widget on Smartflows where single digit inputs are required
- Extension numbers have three digits, and it is necessary that all three digits are dialed in order to be connected to the specific user
- ⚠️ Please keep in mind that calls will only reach a user via an extension when it is dialed on a number in which they are included in the call distribution. Should the user be Unavailable, or not answer, the caller will receive an automated message and the missed call will be assigned to the user within their To-do list. Currently, this automated message cannot be changed or customized.
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Agents and/or teams must be added to the call flow in order for inbound callers to dial extensions. If a user needs to be available for dialing by extension, but not available to be reached by general calls, the easiest way to accomplish this while maintaining a Smartflows configuration is to add Ring To widgets for each agent/team after any Voicemail widget.
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Agents and teams added to the call flow will receive notifications for missed calls and voicemails to the IVR number. This is different than the Classic IVR set up.
Configuring User Extensions
For detailed guidance on setting up user extensions, please review our dedicated article on the topic: Aircall User Extensions