All About Devices and Extensions

This article provides you with information about devices and extensions.

In this Article

• Extensions in VoiceStack
• Devices in VoiceStack
• Extension Takeover
• Device Switching
• Active Devices

Extensions in VoiceStack ▶

The Extensions feature allows admins to manage internal phone lines used across the organisation. Each extension represents a unique internal number that connects users, departments, or locations. It facilitates internal communication and efficient call routing.

To learn how to create and manage extensions, click here.

The benefits of effectively configuring extensions include:

• Centralised management of internal phone lines.
• Simplified communication routing.
• Enhances collaboration through group setups and shared voicemails.
• Maintains audit compliance and operational visibility.

Use Cases

1. Internal Communication Routing:
   Assign internal numbers for seamless team calling. This setup enables quick internal communication, resulting in faster responses and reduced hold times.
2. Department Organisation:
   Group extensions by department or function, such as Support, Sales, or Operations. This structure simplifies management and call routing while ensuring each team remains organised and accessible.
3. Hot Desking Support:
   Allow employees to log in to shared devices using their assigned extensions. This provides flexibility for hybrid teams or rotating workstations, ensuring continuity regardless of location.
4. Multi-location Setup:
   Manage distributed offices or branches using separate numbering blocks for each site. This approach ensures clear segregation, accurate tracking, and easier administration across locations.
5. Temporary or Contractor Access:
   Create short-term extensions for temporary staff, interns, or contractors. These can be easily controlled, activated, or removed post-project, streamlining operations and maintaining system hygiene.

Best Practices

• Review extensions quarterly for active usage.
• Use reserved number ranges for organised numbering.
• Assign extensions by location.
• Audit regularly to deactivate unused or duplicate entries.
• Shared voicemail improves accountability for group extensions.
• Naming conventions ensure clarity (e.g., 100–199 Support, 200–299 Sales).

FAQs / Troubleshooting

Q1. I’m unable to create a new extension. What could be wrong?

A1.  Most often, this occurs due to missing required details or duplicate numbers.

• Ensure all mandatory fields (Extension Name, Location) are filled.
• Confirm that the Extension Number is unique and not already assigned.
• Check if you have Admin-level permissions to add extensions.

Q2. What should I do if an extension is showing as inactive or unavailable?

A2: Confirm that the device or endpoint is online and properly configured.

• Check for recent deactivation or permission changes.
• Review audit logs to see if the extension was modified or disabled by another admin.

Q3. Can multiple users share the same extension?

A3: No. Each extension is unique to a single user to ensure accurate call routing, logging, and voicemail handling.

Devices in VoiceStack ▶

The Devices section in the VoiceStack Admin App is designed for admins to add, configure, and manage all types of physical calling devices (such as deskphones and SIP-enabled hardware) connected to the VoiceStack platform.

To learn how to configure devices in the admin application, click here.

The benefits of effectively configuring devices are:

• Centralised and simplified device management.
• Faster hardware onboarding and configuration.
• Reduced downtime via quick updates or replacements.
• Enhanced call routing accuracy through location-extension mapping.
• Improved scalability for growing or multi-location setups.

Use Cases

• Front Desk Setup: Assign a dedicated SIP device with a fixed extension at reception for consistent access.
• Doctors Using Shared Devices: Map devices to their locations and assign unique extensions for accurate routing.
• New Location Setup: Bulk create and assign devices using saved presets for Device Make/Model and location.
• Hybrid Teams (Hot Desking): Enable agents to log in from any shared device using their extension credentials.
• Device Replacement: Update only the MAC address to retain the existing setup without reconfiguration.
• IT or Hardware Audit: Use filters to view device lists by location, model, or status for reporting.
• Troubleshooting Call Quality: Identify affected devices by model, update firmware, or replace units efficiently.

Best Practices

• Maintain a consistent naming convention (e.g., Dept-Role-Number).
• Review the device list periodically to remove inactive entries.
• Keep records of deployment location and assigned users.
• Update device details promptly when hardware is moved or replaced.
• Protect MAC address data to avoid misconfigurations or device spoofing.
• Always double-check the MAC Address — it’s crucial for device recognition.
• Use meaningful names (e.g., “Reception-Phone1”) for easier tracking.
• Assign extensions right away if the device will handle incoming/outgoing calls.
• Use filters to locate devices quickly in large setups.

FAQs / Troubleshooting

Questions	Answers
Q1: Why can’t my new deskphone connect to the network?	Verify the MAC address and ensure it’s not duplicated. Check that the device is provisioned in the same location network.
Q2: The caller ID isn’t displaying correctly — what should I check?	Ensure the correct Caller ID Type (Phone/Verified) is selected and that “Location Caller ID” isn’t overriding it.
Q3: What happens if I change a Device Make or Model?	You may need to reconfigure the button settings, as they can differ between models.

Edge Cases

• Hot Desking is only available for Deskphones (not SIP softphones).
• Each MAC address can only be registered to one active device.

Extension Takeover ▶

Extension Takeover allows an agent to sign in to an existing extension from a different device and take control of it. This feature is useful when an agent needs to switch devices or workstations while keeping the same phone number, settings, and call handling. This article explains how to use the Extension Takeover feature in the VoiceStack Agent app.

To learn how to switch devices with the Extension Takeover process, click here.

Use Cases

Scenario	How Takeover Helps
Agent moves from one desk to another	Ensures continuity without needing new setup or login credentials.
Temporary workstation or hot desk use	Allows flexible seating arrangements across teams.
IT maintenance on the primary workstation	The agent can quickly take over from the backup device.
Remote agents alternating between home and office	Maintain the same extension and call flow on any authorised device.

Benefits

• Device Flexibility: Take calls from any pre-authorised device while keeping the same identity.
• Time-Saving: No need to reconfigure or request new extension mappings.
• Business Continuity: Reduces disruption during device failures or relocations.
• Secure Access: PIN-based validation ensures only the intended user takes over the extension.

Tips

• Always log out or release the extension before leaving a shared workstation.
• If the takeover fails, double-check the device selected and re-enter the PIN.
• Keep your PIN confidential and use it immediately after it's generated.
• If you switch devices often (for example, field staff), ask your admin to configure multiple device types for you.

Best Practices

• Use the feature only on trusted and pre-configured devices.
• Train new agents on how to securely perform extension takeovers.
• Keep a record of extension takeovers for audit and support purposes.

Device Switching ▶

Device switching refers to the agent’s ability to change their active calling device type, such as toggling between a softphone (e.g., desktop or mobile app) and a desk phone. The selected device type becomes the exclusive endpoint for handling voice traffic, meaning it will be the only device to receive inbound calls and place outbound calls during that session. This article helps you understand how to switch the active device in the VoiceStack Agent App. 

To learn how to switch devices, click here.

Use Cases

Scenario	How Device Switching Helps
Agent starts shift at home, moves to office	Switch from mobile softphone to deskphone without losing availability.
Working during a network issue	Switch to a mobile device or external number to maintain connectivity.
Field reps on the go	Use SIP or a mobile device during travel, switch to a desktop when back at the desk.
Shared desks or a hot-desking setup	Agents switch to the device available at their station.

Note: Switching devices only changes which device handles the calls; it doesn’t change how calls are routed.

Tips

• Label your devices clearly if you use multiple endpoints.
• Switch before logging into a call queue to avoid missed calls.
• If you miss a ring, verify your selected device type.
• Use mobile or number fallback during travel or outages.
• Keep the softphone updated to ensure compatibility and call clarity.

Benefits

• Flexibility: Agents can work from multiple locations or devices.
• Reliability: Ensure availability during device/network issues.
• Continuity: Switch devices mid-day without restarting the app or call session.
• Control: Choose the best call-handling method for your environment.

Best Practices

• Only switch devices when not on an active call.
• Regularly test alternate devices to ensure they're functioning.
• Coordinate with your VoiceStack Admin to register new devices.
• Document your default device type in your team SOPs.
• When switching to a deskphone or SIP, ensure the device is powered and connected to the network.

Active Devices ▶

The Active Device determines where your incoming and outgoing calls are routed in the VoiceStack. Selecting the correct device ensures that VoiceStack routes calls correctly. This guide explains how to configure your Active Device in VoiceStack to manage incoming and outgoing calls effectively. 

To learn how to configure active devices, click here.

Best Practices

• Soft Phone is ideal for agents working remotely.
• A desk phone is more reliable in a traditional office setup.
• SIP should be configured by your admin if using VoIP integrations.
• Switch to Mobile if you're working in the field or moving between locations.
• Switch devices when your work mode or location changes.

Use Cases

Scenario	Recommended Device
Remote agent working from a laptop	Soft Phone
Front-desk receptionist in a clinic	Desk Phone
Field sales agent	Mobile
Corporate agent using an internal system	SIP
Temporary redirection to personal number	Number

Tips

• Only one active device can be selected at a time.
• The setting affects both incoming and outgoing calls.
• Ensure your device is online, authorised, and connected for uninterrupted call flow.
• If calls are missed, check device permissions, internet connection, or configuration status.

Support

Need further help? Contact [e-mail] or call [phone].