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SEARCH THE FAQ
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Extensions (Sub-Accounts)
Does Callcentric support extensions or sub-accounts?
What is the default extension?
How many extensions can I configure on a single Callcentric account?
How do I add an extension/sub-account to my Callcentric account?
How do I edit an extension/sub-account on my Callcentric account?
How do I delete an extension/sub-account on my Callcentric account?
How do I tell which User Agent I have configured for a specific extension?
How will deleting an extension affect my existing call forwarding/call treatment rules?
Can I change the extension number that is assigned to a specific device?
Why is there an exclamation mark next to the extension in my Call treatment?
What does "Enabled on the Global Level" and "Enabled on the Extension Level" mean?
How do I disable an extension/sub-account on my Callcentric account?




Does Callcentric support extensions or sub-accounts?
Yes we do support extensions. Extensions easily allow you to share your Callcentric account and make it more versatile. With extensions you can use multiple UA on your account.

Extensions provide extra security features and customization through:
  1. Allowed calling areas
  2. IP Whitelisting
  3. Independent callerID
  4. Call waiting and more
Additionally, using Call treatments you can easily control your incoming calls.

  • To add an extension view the information here.
  • To edit an extension view the information here.
  • To delete an extension view the information here.
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What is the default extension?
The default extension, Extension 100, is the very first extension on your account. By default all incoming calls to any numbers on your account will go to the default extension.

The default extension is the same as your 1777 number. You do not need to add 100 to your 1777 number when configuring your UA, as in 1777MYCCID100, since our systems will automatically regcognize 1777MYCCID as the default extension.

The default extension CANNOT be deleted or disabled.
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How many extensions can I configure on a single Callcentric account?
Currently you have the ability to add up to 50 extra extensions. This brings the total number of extensions to 51, including the default extension.
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How do I add an extension/sub-account to my Callcentric account?
To add an extension to your account:
  1. Login to your My Callcentric account

  2. Click on the EXTENSIONS link in the navigation menu

  3. Click the Add new extension link

  4. Select the extension number you would like to assign and fill in the details and options for the extension.

  5. Additionally you may enable extra security features using the Allow calls to the following areas: and Allow device registration only from specified IP Addresses: preferences. NOTE: Please click on the help icon next to the IP Whitelisting option in order to get a full explanation of this feature

  6. Once you're done click the Save button to save your new extension.
All that's left to do at this point is to configure your UA with your new extensions using the extension username and the password you created:

Username = 1777MYCCIDEXT (i.e 1777555500100)
Password = Extension password you just created.
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How do I edit an extension/sub-account on my Callcentric account?
To edit an extension to your account:
  1. Login to your My Callcentric account

  2. Click on the EXTENSIONS link in the navigation menu

  3. Click the Modify link for the extension you wish to edit

  4. Modify the features and settings for your chosen extension. NOTE: If enabling IP whitelisting, please click on the help icon next to the IP Whitelisting option in order to get a full explanation of this feature

  5. Once you're done click the Save button to save your changes.
All changes take effect immediately. Therefore if you changed the password please update your UA with the new password.
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How do I delete an extension/sub-account on my Callcentric account?
NOTE: You cannot delete the Default Extension 100

To delete an extension on your account:
  1. Login to your My Callcentric account

  2. Click on the EXTENSIONS link in the navigation menu

  3. Click the Modify link for the extension you wish to delete

  4. Click the Delete button

  5. You will now be informed of any possible problems which may occur from deleting this extension. If there are call treatments configured only for this extension then they will be deleted. If you have any active registrations for the extension you will be informed

  6. Once you are sure you want to delete the extension then you can click Delete
All changes take effect immediately. Any UA currently registered to this extension will immediately lose registration.
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How do I tell which User Agent I have configured for a specific extension?
To tell which UA is registered to you would simply:
  1. Login to your My Callcentric account
  2. Click on the EXTENSIONS link in the navigation menu
From here you can hover over the YOUR PHONE IS REGISTERED status to see the UA that is currently registered to that specific extension. If there is no UA registered you will see a YOUR PHONE IS NOT REGISTERED message.

From here you can also:
  1. Click the Modify link for the extension you wish to view information for
  2. On the top right you should see the UA registered to your account, if a UA is registered, or a YOUR PHONE IS NOT REGISTERED message if no UA is registered to the selected extension
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How will deleting an extension affect my existing call forwarding/call treatment rules?
Whenever you delete an extension the process will check to see if the extension is currently included in any call treatments or DID forwarding rules on your account. Specifically:

If the extension is included in a call treatment by itself as the sole destination, with no other extensions or routes, then this call treatment will be deleted.

If the extension is included in a call treatment with other destinations/numbers then the extension will be removed from the call treatment.

If the extension is selected as the destination of a DID forward rule then the DID forwarding rule will be reset to point to Default (Call Treatments, Default extension). As such calls will go to either the default call treatment or default extension on your account.
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Can I change the extension number that is assigned to a specific device?
You may easily change the extension number of an extension on your account. To do this you may edit the extension in question.

All changes take effect immediately. You will need to update your UA with the new username in order for registrations to continue working for the extension you changed.
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Why is there an exclamation mark next to the extension in my Call treatment?
If you see an exclamation mark next to an extension in your call treatment rule then this may mean that the extension has been disabled.

You may simply:

  • Edit the Call treatment to remove the affected extension

    OR

  • Review the extension in question by clicking on the EXTENSIONS link in the navigation

You may ignore this notification if you are sure everything is ok.
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What does "Enabled on the Global Level" and "Enabled on the Extension Level" mean?
There are a few preferences which are configurable as a global setting or on a per extension basis. Global settings affect ALL extensions. When configured on an Extension level the choices override the Global values. The following settings allow configuration on both the Global and Extension levels:
  1. Allow calls: Allows you to choose the destinations your account is allowed to call to
  2. IP Whitelist: Allows you to set the IP addresses/networks you would like to have access to your Callcentric account.
These features provide you with extra customization and flexibility on your Callcentric account.
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How do I disable an extension/sub-account on my Callcentric account?
To disable an extension on your account:
  1. Login to your My Callcentric account

  2. Click on the EXTENSIONS link in the navigation menu

  3. Click the Modify link for the extension you wish to disable

  4. Set the Extension status: option to Disabled

  5. Once you are sure you want to disable the extension then you can click Save
All changes take effect immediately. Any UA currently registered to this extension will immediately lose registration.
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