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Agent extensions allow agents to be assigned a phone number extension for
agent to agent calling.
This document walks you through the Call Adapter functions directly impacted by
the addition of agent extensions.
Dial pad and extension directory
If you are an agent with an extension assigned, you are able to dial extensions.
The dial pad communicates this in the number entry field. There will also be two
tabs, Dialpad and Directory, at the top of the dialer.
To dial a known extension, enter the star key and extension number.
To dial an external number, enter the number as normal.
Access the extension directory
To use the extension directory, click the Directory tab. The default view
shows all agent extensions and an indicator of the agent's availability.
An empty circle indicates the agent is unavailable.
A green filled circle indicates the agent is available.
You can use the search field to search for an agent by name or extension.
You can filter the list to show only available agents.
Search the extension directory
Click in the search field and begin typing a name in order to search for an
agent extension. A list will appear showing all agents that meet the search
criteria along with their availability.
If no agents meet the search criteria, a message will appear indicating that
there are no available agents to contact.
Receive an internal call
When an internal call comes in from another agent, the agent's name and
extension appear under Calling from on the Incoming call screen.
You can click Answer to answer the call, or Decline to decline the call.
When you receive an internal call, the Agent Assist and Smart Actions
buttons do not appear on the Call screen.
You can set deflections for internal calls that are made outside your working
hours.
To set after-hours deflections, follow these steps:
In the CCAI Platform portal, click callCall. The call adapter appears.
Click more_vertOptions. The
Options pane appears.
Next to Agent Deflections, click chevron_rightForward. The Agent
Deflections pane appears.
Next to After hours deflection, click chevron_rightForward. The After hours
deflection pane appears.
Click the After hours deflection toggle to the on position.
To set your call availability hours, do the following:
Next to Call availability hours, click chevron_rightForward. The Call
availability hours pane appears.
To set your call availability hours, do the following:
Next to Time Zone, click chevron_rightForward.
Select your time zone, and then click chevron_leftBack.
Under Days and Hours of Operation, select one of the following:
24 hour operation.
Weekdays / Weekends: Set your weekday availability hours,
your weekend availability hours, or both.
S / M / T / W / T / F / S: For each day that falls within
your availability hours, select the day and set the hours.
To select the holidays to observe, do the following:
Next to Holidays to Observe, click chevron_rightForward. The
Select Holidays pane appears.
Select the holidays that you want to fall outside of your working
hours. Your administrator configures the available holidays. For
more information, see Holidays.
Click chevron_leftBack.
Click Save call availability hours. The After hours deflection
pane appears.
Under Options, select one of the following:
Message. In the Message greeting message field that appears, enter the message
that you want to play to callers.
Phone number or Outbound SIP transfer. Select one of the following options that appear:
Phone number. In the field that appears, enter the phone number that you want
calls deflected to.
Extension number. In the field that appears, enter the agent extension that you want
calls deflected to.
SIP URI Address. In the field that appears, enter the SIP URI address that you want
calls deflected to.
Select from contact list. To select from a contact list, do the following:
Next to Select SIP URI, click chevron_rightForward. The Select SIP URI pane appears.
Select the contact that you want the call deflected to, and then click chevron_leftBack. The After hours deflection pane
appears.
Voicemail. In the Voicemail greeting message field that appears, enter your
voicemail greeting.
Click Save deflection.
Click closeClose to return to the Call tab.
Set overcapacity deflections
You can set deflections that redirect internal calls when the agent is at
capacity.
To set overcapacity deflections, follow these steps:
In the CCAI Platform portal, click callCall. The call adapter appears.
Click more_vertOptions. The
Options pane appears.
Next to Automatic redirections, click, chevron_rightForward. The Automatic
redirections pane appears.
Click the Automatic redirections toggle to the on position.
Under Options, select one of the following:
Message. In the Message greeting message field that appears, enter the message
that you want to play to callers.
Phone number or Outbound SIP transfer. Select one of the following options that appear:
Phone number. In the field that appears, enter the phone number that you want
calls deflected to.
Extension number. In the field that appears, enter the agent extension that you want
calls deflected to.
SIP URI Address. In the field that appears, enter the SIP URI address that you want
calls deflected to.
Select from contact list. To select from a contact list, do the following:
Next to Select SIP URI, click chevron_rightForward. The Select SIP URI pane appears.
Select the contact that you want the call deflected to, and then click chevron_leftBack. The After hours deflection pane
appears.
Voicemail. In the Voicemail greeting message field that appears, enter your
voicemail greeting.
Keep Waiting. Calls continue to ring until the caller hangs up.
Click Save deflection.
Click closeClose to return to the Call tab.
Set automatic redirections
You can set deflections that automatically redirect internal calls.
To set automatic redirections, follow these steps:
In the CCAI Platform portal, click callCall. The call adapter appears.
Click more_vertOptions. The
Options pane appears.
Next to Automatic redirections, click chevron_rightForward. The Automatic
redirections pane appears.
Click the Automatic redirections toggle to the on position.
Under Options, select one of the following:
Message. In the Message greeting message field that appears, enter the message
that you want to play to callers.
Phone number or Outbound SIP transfer. Select one of the following options that appear:
Phone number. In the field that appears, enter the phone number that you want
calls deflected to.
Extension number. In the field that appears, enter the agent extension that you want
calls deflected to.
SIP URI Address. In the field that appears, enter the SIP URI address that you want
calls deflected to.
Select from contact list. To select from a contact list, do the following:
Next to Select SIP URI, click chevron_rightForward. The Select SIP URI pane appears.
Select the contact that you want the call deflected to, and then click chevron_leftBack. The After hours deflection pane
appears.
Voicemail. In the Voicemail greeting message field that appears, enter your
voicemail greeting.
Click Save deflection.
Click closeClose to return to the Call tab.
Call history
If you have an extension assigned to you, your Call History screen will
contain an extra tab, Internal. This Internal tab will show all calls
originating from internal extensions, regardless of the call status.
Answered calls, missed calls, and deflected calls have their own separate icons
indicating the status of the call.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eAgent extensions enable direct agent-to-agent calling using assigned phone number extensions.\u003c/p\u003e\n"],["\u003cp\u003eAgents can use the dial pad to dial extensions by entering the star key followed by the extension number, or they can use the directory, which includes agent availability indicators and search functionality.\u003c/p\u003e\n"],["\u003cp\u003eWhen an agent receives an internal call, the incoming call screen displays the calling agent's name and extension, but Agent Assist and Smart Actions are not available for internal calls.\u003c/p\u003e\n"],["\u003cp\u003eAgents with the appropriate permissions can configure deflections for internal calls, including options for after-hours, overcapacity, or automatic redirection, with a range of options to choose from, such as voicemail, message, phone number or an extension.\u003c/p\u003e\n"],["\u003cp\u003eThe call history for agents with extensions includes an "Internal" tab, which logs all internal calls, regardless of their status, with icons indicating whether the calls were answered, missed, or deflected.\u003c/p\u003e\n"]]],[],null,["# Agent extensions guide\n\nAgent extensions allow agents to be assigned a phone number extension for\nagent to agent calling.\n\nThis document walks you through the Call Adapter functions directly impacted by\nthe addition of agent extensions.\n\nDial pad and extension directory\n--------------------------------\n\nIf you are an agent with an extension assigned, you are able to dial extensions.\nThe dial pad communicates this in the number entry field. There will also be two\ntabs, Dialpad and Directory, at the top of the dialer.\n\n- To dial a known extension, enter the star key and extension number.\n\n- To dial an external number, enter the number as normal.\n\nAccess the extension directory\n------------------------------\n\nTo use the extension directory, click the **Directory** tab. The default view\nshows all agent extensions and an indicator of the agent's availability.\n\n- An empty circle indicates the agent is unavailable.\n- A green filled circle indicates the agent is available.\n\n- You can use the search field to search for an agent by name or extension.\n\n- You can filter the list to show only available agents.\n\nSearch the extension directory\n------------------------------\n\nClick in the search field and begin typing a name in order to search for an\nagent extension. A list will appear showing all agents that meet the search\ncriteria along with their availability.\n\nIf no agents meet the search criteria, a message will appear indicating that\nthere are no available agents to contact.\n\nReceive an internal call\n------------------------\n\nWhen an internal call comes in from another agent, the agent's name and\nextension appear under **Calling from** on the **Incoming call** screen.\n\nYou can click **Answer** to answer the call, or **Decline** to decline the call.\nWhen you receive an internal call, the **Agent Assist** and **Smart Actions**\nbuttons do not appear on the **Call** screen.\n\nSet deflections for internal calls\n----------------------------------\n\nIf your administrator gives you permissions, you can set deflections for\ninternal calls from other agents. For more information, see [Let an agent\nconfigure their own deflection\noptions](/contact-center/ccai-platform/docs/call-settings#let-an-agent-configure-deflection-options).\n\n### Set after-hours deflections\n\nYou can set deflections for internal calls that are made outside your working\nhours.\n\nTo set after-hours deflections, follow these steps:\n\n1. In the CCAI Platform portal, click call\n **Call**. The call adapter appears.\n\n2. Click more_vert **Options** . The\n **Options** pane appears.\n\n3. Next to **Agent Deflections** , click chevron_right **Forward** . The **Agent\n Deflections** pane appears.\n\n4. Next to **After hours deflection** , click chevron_right **Forward** . The **After hours\n deflection** pane appears.\n\n5. Click the **After hours deflection** toggle to the on position.\n\n6. To set your call availability hours, do the following:\n\n 1. Next to **Call availability hours** , click chevron_right **Forward** . The **Call\n availability hours** pane appears.\n\n 2. To set your call availability hours, do the following:\n\n 1. Next to **Time Zone** , click chevron_right **Forward**.\n\n 2. Select your time zone, and then click chevron_left **Back**.\n\n 3. Under **Days and Hours of Operation**, select one of the following:\n\n - **24 hour operation**.\n\n - **Weekdays / Weekends**: Set your weekday availability hours,\n your weekend availability hours, or both.\n\n - **S / M / T / W / T / F / S**: For each day that falls within\n your availability hours, select the day and set the hours.\n\n 4. To select the holidays to observe, do the following:\n\n 1. Next to **Holidays to Observe** , click chevron_right **Forward** . The\n **Select Holidays** pane appears.\n\n 2. Select the holidays that you want to fall outside of your working\n hours. Your administrator configures the available holidays. For\n more information, see [Holidays](/contact-center/ccai-platform/docs/hours-of-operation#holidays).\n\n 3. Click chevron_left **Back**.\n\n 5. Click **Save call availability hours** . The **After hours deflection**\n pane appears.\n\n7. Under **Options**, select one of the following:\n\n - **Message** . In the **Message greeting message** field that appears, enter the message that you want to play to callers.\n - **Phone number or Outbound SIP transfer** . Select one of the following options that appear:\n - **Phone number**. In the field that appears, enter the phone number that you want calls deflected to.\n - **Extension number**. In the field that appears, enter the agent extension that you want calls deflected to.\n - **SIP URI Address**. In the field that appears, enter the SIP URI address that you want calls deflected to.\n - **Select from contact list** . To select from a contact list, do the following:\n 1. Next to **Select SIP URI** , click chevron_right **Forward** . The **Select SIP URI** pane appears.\n 2. Select the contact that you want the call deflected to, and then click chevron_left **Back** . The **After hours deflection pane\n appears** . **Note:** The contacts that appear are from your personal contact list. For more information, see [Contact lists](/contact-center/ccai-platform/docs/contact-list).\n - **Voicemail** . In the **Voicemail greeting message** field that appears, enter your voicemail greeting.\n8. Click **Save deflection**.\n\n9. Click close **Close** to return to the **Call** tab.\n\n### Set overcapacity deflections\n\nYou can set deflections that redirect internal calls when the agent is at\ncapacity.\n\nTo set overcapacity deflections, follow these steps:\n\n1. In the CCAI Platform portal, click call\n **Call**. The call adapter appears.\n\n2. Click more_vert **Options** . The\n **Options** pane appears.\n\n3. Next to **Automatic redirections** , click, chevron_right **Forward** . The **Automatic\n redirections** pane appears.\n\n4. Click the **Automatic redirections** toggle to the on position.\n\n5. Under **Options**, select one of the following:\n\n - **Message** . In the **Message greeting message** field that appears, enter the message that you want to play to callers.\n - **Phone number or Outbound SIP transfer** . Select one of the following options that appear:\n - **Phone number**. In the field that appears, enter the phone number that you want calls deflected to.\n - **Extension number**. In the field that appears, enter the agent extension that you want calls deflected to.\n - **SIP URI Address**. In the field that appears, enter the SIP URI address that you want calls deflected to.\n - **Select from contact list** . To select from a contact list, do the following:\n 1. Next to **Select SIP URI** , click chevron_right **Forward** . The **Select SIP URI** pane appears.\n 2. Select the contact that you want the call deflected to, and then click chevron_left **Back** . The **After hours deflection pane\n appears** . **Note:** The contacts that appear are from your personal contact list. For more information, see [Contact lists](/contact-center/ccai-platform/docs/contact-list).\n - **Voicemail** . In the **Voicemail greeting message** field that appears, enter your voicemail greeting.\n - **Keep Waiting**. Calls continue to ring until the caller hangs up.\n6. Click **Save deflection**.\n\n7. Click close **Close** to return to the **Call** tab.\n\n### Set automatic redirections\n\nYou can set deflections that automatically redirect internal calls.\n\nTo set automatic redirections, follow these steps:\n\n1. In the CCAI Platform portal, click call\n **Call**. The call adapter appears.\n\n2. Click more_vert **Options** . The\n **Options** pane appears.\n\n3. Next to **Automatic redirections** , click chevron_right **Forward** . The **Automatic\n redirections** pane appears.\n\n4. Click the **Automatic redirections** toggle to the on position.\n\n5. Under **Options**, select one of the following:\n\n - **Message** . In the **Message greeting message** field that appears, enter the message that you want to play to callers.\n - **Phone number or Outbound SIP transfer** . Select one of the following options that appear:\n - **Phone number**. In the field that appears, enter the phone number that you want calls deflected to.\n - **Extension number**. In the field that appears, enter the agent extension that you want calls deflected to.\n - **SIP URI Address**. In the field that appears, enter the SIP URI address that you want calls deflected to.\n - **Select from contact list** . To select from a contact list, do the following:\n 1. Next to **Select SIP URI** , click chevron_right **Forward** . The **Select SIP URI** pane appears.\n 2. Select the contact that you want the call deflected to, and then click chevron_left **Back** . The **After hours deflection pane\n appears** . **Note:** The contacts that appear are from your personal contact list. For more information, see [Contact lists](/contact-center/ccai-platform/docs/contact-list).\n - **Voicemail** . In the **Voicemail greeting message** field that appears, enter your voicemail greeting.\n6. Click **Save deflection**.\n\n7. Click close **Close** to return to the **Call** tab.\n\nCall history\n------------\n\nIf you have an extension assigned to you, your **Call History** screen will\ncontain an extra tab, **Internal**. This Internal tab will show all calls\noriginating from internal extensions, regardless of the call status.\n\nAnswered calls, missed calls, and deflected calls have their own separate icons\nindicating the status of the call."]]
