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Link users to their extensions

The Admin maps each operator to the extension they answer on in the phone system (and, for Twilio, to the phone or SIP address to ring), so the platform knows who is on a call.

When this happens: Admin opens the connection's Extensions panel.

Step by step

  1. 1

    Open Admin — Channels — Phone — Vânzări and the Extensions panel.

    Lists mapped extensions (user, extension, device address, active) and, below, Extensions seen but not linked.

  2. 2

    Click Add extension, chooses the user Maria Popescu and types the extension 101.

    EasyCRM checks that 101 is not used on this connection and that Maria has no other extension here; saves it and audits VoiceExtensionMapped.

  3. 3

    Repeats for Ion Rusu with extension 102.

    From now on, ringing, answered and ended events for 101 and 102 reach Maria and Ion. Each user sees My extension: 101 (Phone — Vânzări) read-only on their profile.

Other paths

Link from "extensions seen but not linked"

The list shows extension 103 — last seen yesterday 16:05, 7 calls. Click Link to user on that row and picks Elena Ceban. EasyCRM creates the mapping. Past calls are not re-attributed; later ones are.

Twilio connection needs a device address

On a Twilio connection, enters for Maria the extension label 101 and the device address +373 69 123 456 (or sip:[email protected]). EasyCRM checks the address (E.164 or sip:) and saves it. The platform rings that address when it routes a call to Maria.

Remove or change a mapping

Click Unlink on a row, or edits the extension. Applies it, audits VoiceExtensionUnmapped or the diff, and treats later events for the old extension as unmapped.

A user on several connections

Maps Maria on a second connection Phone — Suport. Allows it: the limit is one extension per user per connection.

If something goes wrong

Extension already used

At step 4 extension 101 is already mapped on this connection. EasyCRM shows Extension 101 is already linked to Elena Ceban and saves nothing.

User has no calls permission

You picker does not offer users without EasyCrm.Calls; a user who loses it after mapping gets no cards.

Deactivated user

A deactivated your mapping is kept but inactive. Events for the extension are treated as unmapped, so it appears again in Extensions seen but not linked and nobody receives a card.

Unmapped extension answers a call

A call is answered on 104, which has no mapping. The call is recorded with the extension but no user, the conversation's responsible party and the contact's owner are unchanged, no activity is written (an activity needs a person), and 104 is listed under Extensions seen but not linked. Mapping 104 later does not re-attribute this call.

Permission missing

An actor without EasyCrm.Channels.Manage does not see the Extensions panel.

Good to know

  • A user has at most one extension per connection and an extension belongs to at most one user per connection; a user may have extensions on several connections.
  • Only users holding EasyCrm.Calls can be mapped.
  • A device address (E.164 number or sip: URI) is needed only on platform-routed connections.
  • Extensions reported in the last 30 days with no mapping are shown with last-seen time and call count.
  • Every mapping change is audited with its diff.
  • A device address that is a phone number is screened with "Press 1 to accept" when the platform rings it; a sip: address connects directly.
  • A call answered on an unmapped extension changes no responsible party and writes no activity.