In this article, we will explain how to turn your existing main business phone line into a phone line with multiple extensions, allowing callers to dial directly to specific users, teams, or departments.
Step 1: Create extensions for entities
Create and assign extensions to the existing users, ring groups, call queues, or AI voice agents that you want callers to reach when they dial an extension.
To learn how to do this, refer to the How to Create Phone Extensions article.
Step 2: Create auto-receptionist with the ability to dial by extensions
Create an auto-receptionist. To learn how to do this, refer to the Auto-Receptionist Setup Guide article.
To allow your auto-receptionist to announce all existing extensions and route calls based on the caller's choice, do the following in the auto-receptionist settings:
Scroll down to the During Open Hours section.
2. In the Destination field, select Dial by Extension.
3. Enable Announce the Directory to allow the auto-receptionist to read out all existing extensions to callers.
4. Select how many more times a caller may attempt to enter an extension after the first failed attempt.
5. Specify what should happen if a caller does not enter an extension (for example, forwarding the call to a default user, team, or voicemail).
Step 3: Assign the auto-receptionist to your phone line
In the auto-receptionist settings:
Scroll down to the Phone Numbers section.
Click + Add Phone Number.
3. Select your main business phone line.
Once assigned, callers dialing your main business phone line will hear the auto-receptionist and can dial an extension directly, or listen to the directory if they don't know the extension they need.