You may have remote workers on a separate telephony system or a key customer you want to reach easily. First, you can associate an extension with their external phone number. Then, you can contact them using their extension just like you contact anybody else in your organization with an assigned extension. For calls from external phone numbers associated with a virtual extension, the virtual extension and the name assigned to that virtual extension are presented on the called destination within Webex Calling.

There are two modes of operation for virtual extensions. The mode you choose applies to your entire organization. The vast majority of customers will use the default mode (Standard). The steps presented here apply to Standard mode. You can select the other available mode (Enhanced). Still, virtual extensions will not function correctly unless your PSTN provider supports particular network signaling extensions (edge case). For more information, see Change Your Virtual Extension Mode.

In Standard mode, virtual extensions must be associated with a valid E.164.

Create a Virtual Extension

You can set up virtual extensions at the organization or location level. The organization level enables everyone across your organization to dial the same extension number to reach someone. The location level virtual extension can be dialed like any other extension assigned to the same location.

Users at the same location only have to dial the extension. However, users at other locations can reach the virtual extension by dialing the location routing prefix plus the extension.

1

From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension, and then click Create Virtual Extension.

2

Choose one of the following options:

  • Manually Add - If you only have one or two extensions to add, choose this option and then indicate whether you want to assign the extension at the organization or location level. Select the location if you are adding an extension to a specific location. Fill in the First Name, Last Name, and Display Name* you would like to display in directories and caller ID for incoming calls. Define the extension you want the person to be reached at and the E.164 telephone number. Then click Save.

     

    The display name is a mandatory field of 1-60 Unicode characters. You can customize the display name in the preferred format for presentation, such as a single word or multiple words for business main numbers or hunt groups. The first and last name fields are optional. The search function will be based on the display name and the first and last names.

  • Bulk Add in CSV - If you have many extensions to add, choose this option for convenience. Use the provided template to verify that your CSV file is appropriately formatted. Make sure to fill in the required information, such as whether an extension is being assigned at the organization or location level. The location name must be provided when assigning an extension at the location level. Enter the first and last name, display name, phone number, and extension. Then, click Submit. Your Tasks list opens, giving you the status of your CSV import and indicating whether you have encountered any errors.

     

    The display name column is mandatory in the virtual-extension-template .csv and the first and last name columns are optional.

Edit a Virtual Extension

1

From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension tab.

2

On the Virtual Extension page, select the desired virtual extension name from the list. This displays a side panel. You can edit any specific virtual extension.

3

Click Save to retain the changes.

Or

Click Cancel to exit.

Delete a Virtual Extension

You can delete single or multiple virtual extension entries.

1

From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension tab.

2

On the Virtual Extension page, you can select multiple check boxes alongside the column 'Virtual Extension' to delete the virtual extension entries.

Under Actions, click ... and select Delete. This deletes a single virtual extension.

Or

Select multiple check boxes. Click Delete on the horizontal bar to delete the selected entries.

A confirmation message appears.
3

Click Delete to remove the virtual extension.

Or

Click Cancel to exit.

Overview

Virtual extension integrates remote workers on a separate telephony system into Webex Calling and enables extension dialing. The current limitation of virtual extensions is 1000 per location or organization level. Virtual extension ranges help scale routing for a range greater than 1000. Using these ranges, you can define patterns that can be used to route calls at a location level or at an organization level. You are allowed to define ranges in addition to individual extensions. This works in both Standard and Enhanced modes.


Virtual extension ranges allow scaling beyond the limit of 1000 individual virtual extensions. It also minimizes the setup effort, as a single range may cover many extensions.

The main differences are:

Directory Search

Extension, Routing Number

Individual virtual extensions

Contacts are searchable by name within each entry.

A specific extension and routing number are configured for each entry.

Virtual extension ranges

There is no search for contacts since they are general patterns.

An extension is dynamically matched via an extension pattern, and the routing number is dynamically created/matched using a prefix + matched extension pattern.

Create a Virtual Extension Range

1

From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension Range tab.

2

On the Create Virtual Extension Range page, choose at which level you want to create the virtual extension.

As with individual virtual extensions, you can create this range at an Organization level or Location level.

3

In the Name field, enter the name you want to define. You can enter up to 1-40 Unicode characters.


 

The name must be unique. Another virtual extension range cannot duplicate it.
4

In the Prefix field, enter the prefix.


 

Follow these guidelines when you are entering the values:

  • Must contain 1-28 digits if not E.164 (no leading +)

  • Must contain 2-20 digits (including leading +) if E.164

Prefix works in 2 modes -

  1. In Standard mode, it must be E.164. In addition, it must be unique (another virtual extension range cannot duplicate it).

  2. In Enhanced mode, it can be E.164 or non-E.164.

5

In the Extension Patterns section, enter an extension pattern.

You can add up to 100 patterns at a time. Extension patterns can include one or more right-justified wildcards “X” matching any digit.


 

  • Defined prefix - +14089

  • Defined extension pattern - 12XXXX where 'X' represents a single number (0-9)

  • For example, dialing 120001 matches the extension pattern 12XXXX and routes out as +14089120001 given the defined prefix.

Extension patterns have different length restrictions based on the range’s level.

  • 2-6 digits for location level virtual extension ranges

  • 2-29 digits for organization level virtual extension ranges


 

You can add multiple extension patterns within an extension range.

Extension patterns

  • Cannot have duplicate patterns in the same virtual extension range.

  • Cannot have duplicate patterns in multiple location level virtual extension ranges within the same location.

  • Duplicates are allowed in different locations or between location level and organization level virtual extension ranges.

  • There cannot be duplicate patterns in multiple organization level virtual extension ranges.

  • Overlapping patterns are allowed (precedence handling applies).

The precedence order is identical, within the virtual extension range match, to that within the individual virtual extension match.

  1. Extension match for a virtual extension range within the calling location.

  2. Extension match for a virtual extension range in any other location (outside the calling location) within the organization.

  3. ESN (location routing prefix + extension) match for a virtual extension range in any location (starting with the longest location routing prefix match if there are variable length, overlapping location routing prefixes)

  4. Extension (that is, ESN) match for an organization level virtual extension range.

  5. E.164 match for a virtual extension range (location level or organization level) – standard mode Only.


 

The most specific match (fewest 'X' wildcards) within each step is used when multiple matches are found.

Edit a Specific Virtual Extension Range

You can modify patterns. You can also modify the prefix used for an extension range and extension patterns associated with the prefix.

1

From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension Range tab.

This page lists the defined ranges, and you can select a scope for it.
2

On the Virtual Extension Range page, click the drop-down to choose All Virtual Extension Ranges or Location or Organization. This displays a list of locations.

  • All Virtual Extension Ranges - If you select this option, it lists all virtual extension ranges at all levels.

  • Location - If you select a specific location, it lists the virtual extension ranges belonging to it.

  • Organization - If you select organization, it lists virtual extension ranges at the Organization level.

3

Select the desired virtual extension range name from the list. This displays a side panel. You can edit a particular virtual extension range.

4

Click Save to retain the changes.

Or

Click Cancel to exit.

Delete a Virtual Extension Range

You can delete single or multiple virtual extension range entries.

1

From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension Range tab.

2

On the Virtual Extension Range page, you can select multiple check boxes alongside the column 'Name' to delete the virtual extension range entries.

Under Actions, click ... and select Delete. This deletes a single virtual extension range entry.

Or

Select multiple check boxes. Click Delete on the horizontal bar to delete the selected entries.

A confirmation message appears.
3

Click Delete Extension Range to remove the entries.

Or

Click Cancel to exit the message box.

Bulk Management

Bulk upload refers to changes performed with a comma-separated values (.csv) template. You can bulk add, modify, or export operations using the CSV template. The fields in the Web User Interface are mapped to specific columns in CSV template. You can download and upload the ranges as well as the patterns. The following is a list of columns mapped to the respective fields in the CSV template.

Field/Column Name

Description

Note: The following fields/columns cannot be modified through bulk management: Name, Level, and Location Name.

Name

The name of the virtual extension range.

Level

The level (Location or Organization) of the virtual extension range.

Location Name

The location name for a location level virtual extension range. Not set for an organization level virtual extension range.

Prefix

The prefix for the virtual extension range.

Extension Pattern Action

Indicates the action to be performed for the extension patterns:

  • ADD - Add the provided extension patterns to the virtual extension range.

  • REMOVE - Remove the provided extension patterns from the virtual extension range.

  • REPLACE – Replace all the extension patterns for the virtual extension range with the provided extension patterns.

Extension Pattern 1-20

20 columns, each may contain an extension pattern.

You can also perform the following tasks:

Download CSV Data

You can download current data in .csv format to make bulk changes to virtual extension ranges. You can also download and fill out a blank .csv template to add virtual extension ranges simultaneously. Up to 1000 CSV rows can be added. The CSV can contain multiple rows for the same range, as each row can hold a maximum of 20 extension patterns. Hence, it might need multiple rows for one range.

  1. From the customer view in https://admin.webex.com, go to Services > Call > Features > Virtual Extension Range tab > All Locations.

  2. Click the drop-down to choose either Location or Organization.

  3. Click Download Data or Download .csv template to download data in .csv format.

Upload CSV Data

You can upload the modified .csv file to apply all changes to your virtual extension ranges.

You can either drag and drop the file to upload or choose a file to upload. Click Upload.

View Import History or Tasks

You can view the import history or tasks.