How to use an extension hook

An extension hook can be a valuable tool for directing calls to different parts of your routing policy. We highly recommend using numbers above 3000, as many of the numbers below are already assigned to various functions.

The system will prevent you from assigning an extension number that is already in use by another user.

One of the main benefits is the ability to assign a group extension to redirect incoming calls to a call queue, instead of the usual simultaneous ring to the group. The configurations are virtually limitless and depend on your routing policy setup.

To add an Extension hook to the policy, simply hover over the "Click here to START" option in the top left corner of a routing policy.

Click on "Add Extension" to create an Orange Extension Hook Component.

The configuration of the component is straightforward, allowing you to enter any desired number in the Extension Number section.

In this example, the objective is to directly route all calls to 3100 (Support Group) to the Support Call queue. This will ensure that all Support calls are visible on the Wallboards.

The extension hook can be directly connected to the call queue for best results. Yet you may add other components in front before reaching the call queue.

The extension hook is now fully set up to send calls directly to the Support call queue.

If you encounter any issues or require further assistance, please feel free to reach out to the Natterbox support team. You can easily raise a case by using the Help Center.