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An external number is an external SIP or MS Teams device that handles a call to an extension. Go to Manage → Devices → External numbers to manage them.




 What Is the Difference Between an Extension and a Device?

What Is the Difference Between an Extension and a Device?

An extension is a unique user identification in Daktela – a number that is mandatory for every user. It can only be changed when the user is logged out.

A device is what takes care of the technical side of calls. It can be an:

A device is not reachable – only an extension is. The extension number can be the same as the device number. A user can have several devices assigned to them at once (e.g. a hardware SIP phone in the office and a mobile phone) and can specify how long a call will ring on each of them.

Example

When agent Jane's user profile is created, she receives the extension 510. Jane has several devices – a hardware SIP phone in the office (device 330), a software SIP phone in her laptop (device 821) and a mobile phone (external device 01444 123456). Her unique ID – her extension – is always 510. When her colleagues want to call Jane, they dial 510 and all her devices will ring either at once or in the sequence set up in her user detail.

If a user doesn't have a device permanently assigned, they can choose a device dynamically after logging in to Daktela.





 Create a New External Number/Edit an External Number

Create a New External Number/Edit an External Number

To create a new External number from scratch, click Add new.

To use an existing  External number as a template for your new one, click Clone in the Actions column.

To edit an existing External number, click its title.

The  External number details will open.




 External Number Details

External Number Details

Set up your external number:

SettingDescription
Device / NumberEnter your external number including the prefix. It cannot be changed later.
Description (optional)Enter a description to make it easier to identify the number.

External type

Up to version 6.19.x only.

To set up Microsoft Teams devices in versions 6.20+, go to Manage → Devices → MS Teams Devices.

Select:

  • SIP if your external number is a phone number such as a mobile phone.
  • Microsoft teams if your external number is a MS Teams device.




 Working With Devices

Working With Devices

When you have set up your device, you can:











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