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Where to find Extensions: In the left sidebar, click Settings > Extensions.
An extension is a short number — two to five digits — that points at one place a call can go. While on a call from a desk phone, staff press *8 followed by the extension, and the caller is moved straight there. Extensions are shared across the whole clinic, so the same number can never ring two places. That’s why they all live on one screen instead of being set up phone by phone.

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What an Extension Can Ring

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Add an Extension

  1. Click Add Extension.
  2. The number is filled in for you — the next one that’s free. Change it if you’d rather use something specific.
  3. Choose whether it rings a desk phone, a ring group, or a staff member, then pick which one.
  4. Add a label if it helps — “Room 3”, “Reception”. Staff see this on the list, not on the phone.
  5. Click Save.
If the number is already in use, you’ll be told which destination has it before you save.

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Change or Remove an Extension

Use the ⋯ menu at the end of a row.
  • Edit changes the number, the label, or where it rings. Changes take effect on the next transfer — a call already being moved isn’t affected.
  • Remove stops the number working right away. Staff who dial it hear that it isn’t recognized, and the caller stays on their phone. The number is free to use again immediately.

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When a Destination Can’t Take Calls

Two warnings can appear next to a destination:
  • May not ring — the destination exists, but nothing there can pick up right now. Usually an empty ring group, or a staff member whose softphone hasn’t been set up. The extension still saves; it just won’t reach anyone until that’s sorted.
  • Destination removed — the phone or group it pointed at is gone. Point the extension somewhere else, or remove it.
Removing a desk phone or a ring group also removes any extension pointing at it, so you won’t be left with a number that goes nowhere.

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Transfer Keys on the Handset

Staff don’t have to remember numbers. Handsets can have keys programmed so one press sends the caller to a set destination. Tell us which keys you want and how you’d like them labelled, and we’ll set that up — see Desk Phones. What staff hear when they transfer is covered in Answering Calls.