Extension pools

AI-generated summary

Genesys Cloud Extension Pools enable administrators to add and manage single extension numbers or ranges of sequential extensions and assign them to organizational divisions. Users must possess Telephony permissions including Plug-in (All) and Extensions (Add, Edit, View, Delete) to manage pools effectively. Before assigning extensions to users, administrators must first add them to an extension pool through the Admin > Telephony > Extensions > Extension Pools interface, with single extensions requiring only an Extension Start field value and ranges requiring both Extension Start and Extension End fields populated with sequential numbers. Each extension must be assigned to a specific division, and only users with Telephony > Extension Pool > View permission in that division can access the pool. Extension numbers are then assigned to individual users through the user profile's Contact Information section in an empty Work Phone entry. Critical operational constraints include preventing duplicate extension numbers, prohibiting deletion of extensions currently assigned to users, requiring entire ranges to be removed if an extension is part of a range, and preventing extensions from being added to Work Phone entries containing previously entered phone numbers as this blocks dial plan generation. The Extension Pools interface supports comprehensive customization options including column configuration with Pool, Division, and ID fields that can be rearranged by dragging. Administrators can add or remove columns using the "Choose the data to display" feature and reset to default configuration by clearing checkboxes. Row density settings allow selection between Comfy mode for increased spacing or Compact mode for condensed spacing. The Extension Pools tab enables selection and deletion of extension numbers or ranges through the More menu with confirmation dialog, though administrators cannot delete individual extensions from a range unless originally entered as single numbers, and cannot delete extension pools when extensions within the range are assigned to users. The ID column provides a unique identifier for developers working with extension pools via the public API, enabling integration with external systems and applications.

PrerequisitesClick to expand

Add a single extension or a range of extension numbers and assign them to a division within your organization.

Notes:

Before you assign an extension number to a user, you must first add the number to an extension pool.
Each user must have a unique extension number. Duplicate extension numbers will cause errors.

Add a single extension numberClick to expand

Click Admin.
Under Telephony, click Extensions.
Click Menu >Digital and Telephony > Telephony > Extensions.
Click the Extension Pools tab.
Click Add.
In the Extension Start field, type the extension number that you want to add to the organization.
Leave the Extension End field unchanged.
From the Division list, select a division.
Click Create.

The extension number is now available for assignment to a user.

Column	Description
Extension Start	The single extension number, or the first sequential number in a range of extension numbers.
Extension End	The last sequential number in a range of extension numbers. This field is blank if only one extension number was entered in the Extension Start box.
Division	The division in your organization in which you want to place the extension. Note: Only people with Telephony > Extension Pool > View permission in this division can use this pool. For more information, see Divisions overview.

Add a range of extension numbersClick to expand

Click Admin.
Under Telephony, click Extensions.
Click Menu >Digital and Telephony > Telephony > Extensions.
Click the Extension Pools tab.
Click Add.
In the Extension Start field, type the first sequential extension number for the range that you want to assign to the organization.
In the Extension End field, type the last sequential extension number for the range that you want to assign to the organization.
From the Division list, select a division.
Click Create.

The extension numbers are now available for assignment to users.

Column	Description
Extension Start	The single extension number, or the first sequential number in a range of extension numbers.
Extension End	The last sequential number in a range of extension numbers. This field is blank if only one extension number was entered in the Extension Start box.
Division	The division in your organization in which you want to place the extension. Note: Only people with Telephony > Extension Pool > View permission in this division can use this pool. For more information, see Divisions overview.

Add an extension number to a userClick to expand

Click Menu > User Management > Users.
In the Search field, begin typing the user's first or last name and clickEdit Person next to the appropriate match. The user's profile displays.
Select the Person Details tab and click View Edit Mode.
In Contact Information, click Edit.
Under Phone, find the phone number that you want to add the extension number to and type it in the ext. field.
Note: Do not add an extension number in a Work Phone entry that contains a previously entered phone number. This action prevents Genesys Cloud from generating a dial plan for the user, and the extension does not appear in the list of extensions on the Assignments page. Add the extension number in an empty Work Phone entry.
Click Save.

Delete extension numbersClick to expand

If the extension number you want to remove exists within a range, you must delete the entire range of extensions. You cannot delete a single extension from a range unless it was originally entered as a single extension number. Also, you cannot delete an extension pool when an extension within the pool's range is assigned to a user.

Click Admin.
Under Telephony, click Extensions.
Click Menu >Digital and Telephony > Telephony > Extensions.
Click the Extension Pools tab.
Select the extension number or range of numbers that you want to remove.
Click More .
From the menu that appears, click Delete.
When you see the confirmation dialog, click Yes, Delete.

Modify the Extension Pools viewClick to expand

Task

Description

Rearrange columns

Click any column and drag it to a new position.

Add/Remove columns

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

Column	Description
Pool	Display the extension pool.
Division	Display the division.
ID	Display the ID. This is a unique ID that a developer can use to work with the extension pool in the public API.

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

Set row density

You can customize the Extension Pools 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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Extension pools

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