Extensions

Overview

Extensions are automatically created and assigned when a new user is created in Sharpen and are used for internal communication within your organization. For external communications, Direct Inward Dial (DID) numbers are used instead — these are configured separately under Admin > Configuration > Inbound Routes.

The Extensions page is used to manage and edit settings for existing extensions. To create new users and extensions, navigate to Admin > Settings > Manage Users.

Navigation and Search

• Search

  • Use the search bar to locate an existing extension by extension number or user name.

• Sorting

  • Click the column headers to sort extensions by a particular field.

Editing an Extension

Click Edit on any extension to view and modify its settings. Note that extension settings are distinct from user account settings; changes made here apply to the extension itself, not the user's account profile.

Editable fields include:

• Full Name —

  • Typically the agent's name as it should be displayed within Sharpen.

• e911 Location

  • The physical location associated with this extension for emergency response purposes.

• MAC Address

  • The hardware address of the desk phone assigned to this extension, used for automatic provisioning.

• Outbound Caller ID

  • The number displayed when this extension places an outbound call.

• Call Recording

  • Configure call recording behavior for this extension.

• Voicemail Settings and PIN

  • Manage voicemail configuration and access PIN for this extension.

• Find Me Settings

  • Configure call forwarding and multi-destination routing for this extension.