Assigning Extension Numbers 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.

How to Assign an Extension Number to a 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