Aloware allows for the addition of extension numbers, which can enhance customer service across your company. These extensions provide a direct way for callers to reach specific users, streamlining the communication process.
Only admins in Aloware can add and assign extension numbers.
To add a phone number extension to ring groups, you must first create an extension from the Users menu.
Go to the Users menu, and click the +Add Extension button in the upper-right corner of your screen.
A pop-up window labeled Add Extension will appear. In the form, enter a Label to name your extension, and provide the Phone Number.
Click the "+Create Extension" button.
Adding a phone number extension to teams
After creating your extension, open its Settings and go to the Teams tab.
Click +Add to a new team.
Select the team you want to add the extension to.
Once selected, the extension number is automatically added to the team.
Assigning an extension number to a user
Assigning an extension number to a user or agent simplifies contact access, eliminating the need to navigate an IVR (Interactive Voice Response) system.
In your Aloware account, navigate to the users menu.
Select the user from the Users page and then click on Settings.
In Inbound call settings tab, in the extension section, select an extension number to assign to the user. Aloware supports extension numbers up to 5 digits long, e.g., 12345.
Admins can provide callers with the option to dial the agent's extension before connecting to the IVR or a group of agents.
Adding a phone number extension to ring groups
Head to the Ring Groups menu where you can either create a new ring group or adjust an existing one.
Select the phone number extension you made earlier in the sequence layers, then click Save.
