Table of Contents


Overview

Aloware allows adding extension numbers to multiple ring group setups or to a user. This helps to improve customer service delivery and experience because it can extend to as many users in your company as possible.

There are two (2) ways to add an extension in Aloware.

  • Adding extension by phone number

  • Assigning an extension number to a user


Prerequisites

  • Only Admins can add and assign extension numbers in Aloware


Assigning an Extension Number to User

Assigning an extension number to a user or an agent will help the contacts to reach a specific user to address their concerns without navigating an IVR.

To do this,

  • In your Aloware account, navigate to the Users menu

  • Select from the list of users on the Users page

  • Click Settings > Inbound Call Settings

  • In the Extension section, select an extension number to assign to the user

Admins should give your callers the option to dial the agent's extension before they are connected to the IVR or to a group of agents.


Adding a Phone Number Extension to Ring Groups

To add a phone number extension to ring groups, you have to create first an extension from the Users menu.

  • Click the "+Add Extension" button on the upper-right side of your screen

  • An Add Extension pop-up will appear

    • Label - name your extension that will be understood by you and your team

    • Phone Number

  • Click the "+Create Extension" button

To add this to the Ring Groups

  • Navigate to the Ring Groups menu

  • You can select either adding a new ring group or configuring the existing ring group

  • Select the extension phone number you created

  • Click Save

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