Extension assignments

AI-generated summary

Genesys Cloud's Extension Assignments feature provides administrators with comprehensive telephony extension management capabilities through the Admin interface. Users with appropriate Telephony permissions can search, view, and modify extension assignments using a customizable interface accessible via Admin > Telephony > Extensions > Assignments. The feature includes robust search and filtering functionality that allows administrators to locate extensions by number with sortable numeric ordering. The interface supports customizable column display options including Extension, Type, Assignee, Division, and ID, with adjustable row density settings available in both Comfy and Compact views. Column layouts are rearrangeable, enabling personalized interface configuration. Administrators can access assignee details and user profiles directly from the Assignee column, remove extensions from assigned users through the Person Details tab, and retrieve unique API IDs for developer integration. Technical requirements include the Telephony > Plug-in > All permission (included in the Telephony Admin role) and Telephony > Extensions permissions for Add, Edit, View, and Delete operations. The system enforces unique extension numbers per user, with duplicate extensions generating errors. Extension Pool management is required for adding or deleting extension numbers. The Assignments view can be reset to default configuration by clearing all checkboxes and selecting Save. Developers can utilize unique IDs provided by Genesys Cloud for working with extension numbers through the public API. Related functionality includes people and permissions management, extension pools, division assignments, and Dial by Extension configuration. The platform provides feedback mechanisms for reporting content issues and offers access to community support resources.

PrerequisitesClick to expand

On the Assignments page, you can view all or search for specific extensions, and you can review assignee details.

Notes:

To add or delete extension numbers, or to assign an extension number to a user, see Extension Pools.
Each user must have a unique extension number. Duplicate extension numbers will cause errors.

Search for and view details about an extension numberClick to expand

Click Admin.
Under Telephony, click Extensions.
Click Menu >Digital and Telephony > Telephony > Extensions.
In the Search by extension box, begin typing the extension number that you want to find and select the appropriate match from the results.
To view details about how the number is assigned, click the link in the Assignee column. The user's profile displays.

Column	Description
Extension	The extension numbers, listed in numeric order, assigned to a user.
Filter by Extension search box	Type the first few digits of the extension number that you want to find and select the appropriate match.
Type	The category to which the extension number was assigned.
Assignee	The user to which the extension number was assigned. Each entry is a link that displays the user’s profile.

Remove an extension number from an assigned userClick to expand

Click Admin.
Under Telephony, click Extensions.
Click Menu >Digital and Telephony > Telephony > Extensions.
In the Search by extension box, begin typing the extension number that you want to find and select the appropriate match from the results.
To remove the extension number from the associated user, do the following:
1. Click the link in the Assignee column.
2. On the Person Details tab, click View Edit Mode.
3. In Contact Information, click Edit.
4. Under Phone, find the extension number that you want to remove and clear it from the .ext field.
5. Click Save.

Modify the Assignments viewClick to expand

Task

Description

Rearrange columns

Click any column and drag it to a new position.

Add/Remove columns

You can customize the Assignments view by adding and removing columns. Use Choose the data to display and select next to the columns you want to display.

Column	Description
Extension	Display the extension number.
Type	Display the extension type.
Assignee	Display the who the extension is assigned to.
Division	Display the division.
ID	Display the ID. This is a unique ID that a developer can use to work with the extension number in the public API.

To return the Assignments view to its default configuration, clear all the check boxes and click Save.

Set row density

You can customize the Assignments view with the row density setting. Use Choose the data to display and select one of the row density options. Comfy increases the amount of space between rows and Compact condenses the amount of space between rows.

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