Extension pools

AI-generated summary

Genesys Cloud provides the ability to add single or ranges of extension numbers and assign them to divisions within an organization. Extension pools must be created before assigning numbers to users. Admins can add a single number, range of numbers, or delete entire ranges. When adding ranges, the start and end numbers define the range and a division is selected to place the pool. Extensions can then be assigned to users by adding the number in the user's contact info. Key details include specifying start and end numbers for ranges, assigning pools to divisions for access control, and assigning extensions to users after creating pools. The Extension Pools view displays details about extension pools used for call routing and queuing in Genesys Cloud. You can add and remove columns to customize the data shown and adjust the row spacing.

PrerequisitesClick to expand

Add a single extension or a range of extension numbers and assign them to a division within your organization.

Notes:

Before you assign an extension number to a user, you must first add the number to an extension pool.
Each user must have a unique extension number. Duplicate extension numbers will cause errors.

Add a single extension numberClick to expand

Click Admin.
Under Telephony, click Extensions.
Click Menu > Channels > Telephony > Extensions.
Click the Extension Pools tab.
Click Add.
In the Extension Start field, type the extension number that you want to add to the organization.
Leave the Extension End field unchanged.
From the Division list, select a division.
Click Create.

The extension number is now available for assignment to a user.

Column	Description
Extension Start	The single extension number, or the first sequential number in a range of extension numbers.
Extension End	The last sequential number in a range of extension numbers. This field is blank if only one extension number was entered in the Extension Start box.
Division	The division in your organization in which you want to place the extension. Note: Only people with Telephony > Extension Pool > View permission in this division can use this pool. For more information, see Divisions overview.

Add a range of extension numbersClick to expand

Click Admin.
Under Telephony, click Extensions.
Click Menu > Channels > Telephony > Extensions.
Click the Extension Pools tab.
Click Add.
In the Extension Start field, type the first sequential extension number for the range that you want to assign to the organization.
In the Extension End field, type the last sequential extension number for the range that you want to assign to the organization.
From the Division list, select a division.
Click Create.

The extension numbers are now available for assignment to users.

Column	Description
Extension Start	The single extension number, or the first sequential number in a range of extension numbers.
Extension End	The last sequential number in a range of extension numbers. This field is blank if only one extension number was entered in the Extension Start box.
Division	The division in your organization in which you want to place the extension. Note: Only people with Telephony > Extension Pool > View permission in this division can use this pool. For more information, see Divisions overview.

Add an extension number to a userClick to expand

Click Admin.
Under People and Permissions, click People.
Click Menu > People and Permissions > People Directory.
In the Search field, begin typing the user's first or last name and clickEdit Person next to the appropriate match. The user's profile displays.
In the Person Details tab, click View Edit Mode.
In Contact Information, click Edit.
Under Phone, find the phone number that you want to add the extension number to and type it in the ext. field.
Note: Do not add an extension number in a Work Phone entry that contains a previously entered phone number. This action prevents Genesys Cloud from generating a dial plan for the user, and the extension does not appear in the list of extensions on the Assignments page. Add the extension number in an empty Work Phone entry.
Click Save.

Delete extension numbersClick to expand

If the extension number you want to remove exists within a range, you must delete the entire range of extensions. You cannot delete a single extension from a range unless it was originally entered as a single extension number. Also, you cannot delete an extension pool when an extension within the pool's range is assigned to a user.

Click Admin.
Under Telephony, click Extensions.
Click Menu > Channels > Telephony > Extensions.
Click the Extension Pools tab.
Select the extension number or range of numbers that you want to remove.
Click More .
From the menu that appears, click Delete.
When you see the confirmation dialog, click Yes, Delete.

Modify the Extension Pools viewClick to expand

Task

Description

Rearrange columns

Click any column and drag it to a new position.

Add/Remove columns

You can customize the Extension Pools view by adding and removing columns. Use Choose the data to display and select next to the columns you want to display.

Column	Description
Pool	Display the extension pool.
Division	Display the division.
ID	Display the ID. This is a unique ID that a developer can use to work with the extension pool in the public API.

To return the Extension Pools view to its default configuration, clear all the check boxes and click Save.

Set row density

You can customize the Extension Pools view with the row density setting. Use Choose the data to display and select one of the row density options. Comfy increases the amount of space between rows and Compact condenses the amount of space between rows.

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Extension pools