# Extensions **Navigation:** Admin → Telephony → Extensions **Last verified:** Genesys Cloud Resource Center — March 2026 --- ## What Are Extensions? Extensions are internal dialing numbers that allow users to reach each other within the organization without using a full DID number. Before an extension can be assigned to a user, it must first exist in an **Extension Pool**. --- ## Two Main Areas | Tab | Purpose | |---|---| | **Extension Pools** | Create and manage the inventory of available extension numbers | | **Assignments** | Search and review how extensions are currently assigned to users | --- ## The Pool-First Model ``` Create Extension Pool ↓ Assign Pool to a Division ↓ Extensions become available for assignment ↓ Assign extension to user via Contact Information ``` > ⚠️ You cannot assign an extension to a user until it exists in an Extension Pool. --- ## Navigation | Task | Path | |---|---| | Open Extensions | `Admin → Telephony → Extensions` | | Open Extension Pools | Extensions → **Extension Pools** tab | | Open Assignments | Extensions → **Assignments** tab | | Add extension(s) | Extension Pools → **Add** | | Assign to user | `Admin → People and Permissions → People → [User] → Contact Information` | **Required permissions:** - `Telephony > Plugin > All` - `Telephony > Extensions > Add, Edit, View, and Delete` --- ## Step 1: Create an Extension Pool | Step | Action | |---|---| | Step 1 | Navigate to `Admin → Telephony → Extensions` | | Step 2 | Open the **Extension Pools** tab | | Step 3 | Click **Add** | | Step 4 | Enter **Extension Start** (single number, or first in a range) | | Step 5 | Enter **Extension End** — leave blank for a single extension, or fill for a range | | Step 6 | Select the **Division** | | Step 7 | Click **Create** | ### Extension Pool Fields | Field | Description | |---|---| | **Extension Start** | Single extension number, or first number in a range | | **Extension End** | Last number in a range; leave blank for a single extension | | **Division** | Access-control boundary for this pool | --- ## Step 2: Assign Extension to a User Extensions are assigned through the user's profile, not from the Extensions page directly. | Step | Action | |---|---| | Step 1 | Navigate to `Admin → People and Permissions → People` | | Step 2 | Search for the user and open **Edit Person** | | Step 3 | Open the **Person Details** tab | | Step 4 | Click **View Edit Mode** | | Step 5 | In **Contact Information**, click **Edit** | | Step 6 | Under **Phone**, enter the extension in the **ext.** field of an **empty** Work Phone entry | | Step 7 | Click **Save** | | Step 8 | Return to Extensions → **Assignments** to confirm the extension appears | > ⚠️ **Critical:** Enter the extension only in a Work Phone entry that does **not** already have a phone number. Adding an extension to an entry that already contains a number prevents Genesys Cloud from generating a dial plan for the user, and the extension will not appear in the Assignments page. --- ## Key Rules | Rule | Detail | |---|---| | Pool first | Extension must exist in a pool before it can be assigned | | Unique extensions | Duplicate extension numbers are not allowed | | Empty Work Phone entry | Extension must be entered in an empty Work Phone slot, not alongside an existing number | | DID and extension are separate | If a user has both, they must be separate phone entries | | Range deletion | If an extension was added as part of a range, the entire range may need to be deleted — you cannot delete a single number from within a range | | Assigned range deletion | Cannot delete an extension pool while any extension in its range is assigned to a user | | Propagation delay | After assigning an extension, it can take **up to 60 minutes** before it is accessible in a Dial By Extension action | --- ## Assignments View The Assignments tab lets you: - Search by extension number - View which user each extension is assigned to - Open the user's profile directly from search results - Customize visible columns and row density --- ## Troubleshooting | Issue | Cause | Resolution | |---|---|---| | Extension not assignable | Not added to an Extension Pool | Add it to Extension Pools first | | Duplicate extension error | Same number already exists | Use a unique extension | | Extension not visible in Assignments | Entered in a Work Phone entry that already had a number | Remove and re-enter in an empty Work Phone entry | | Cannot delete extension | Belongs to a range or is currently assigned | Remove the user assignment first, or delete the entire range | | User not receiving calls by extension | Profile or dial-plan issue | Verify pool membership, user profile entry, and permissions | | Dial By Extension not working immediately | Propagation delay | Wait up to 60 minutes and retest | --- ## Quick Reference | Question | Answer | |---|---| | Where do you manage extensions? | `Admin → Telephony → Extensions` | | What are the two main areas? | Extension Pools and Assignments | | What must happen before assigning an extension? | It must be added to an Extension Pool | | Can duplicate extensions exist? | No | | Where is the extension assigned to a user? | In the user's Contact Information, in the ext. field | | Can you delete one number from a range? | Not if it was originally entered as part of a range | | How long can Dial By Extension take to recognize a new extension? | Up to 60 minutes | --- ## Naming Convention | Resource | Example | |---|---| | Extension Pool | `Support_Ext_Pool_4100_4199` | | Extension Pool | `Sales_Ext_Pool_4200_4299` | Pattern: `_Ext_Pool__` --- ## See Also - **DID & Toll-Free Numbers** — external numbers; different from internal extensions - **User Profile Management** — Contact Information is where extensions are assigned to users - **Divisions & Access Control** — divisions are required when creating extension pools - **Architectural Build Order** — extensions are assigned during Phase 3 (People) --- ## Screenshots [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/bE40l0mmNF9JXEJh-image-1773119955364.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/bE40l0mmNF9JXEJh-image-1773119955364.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/wH3NVqrCdF3YoNA5-image-1773119973905.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/wH3NVqrCdF3YoNA5-image-1773119973905.png)