Add extensions for call routing

Use various types of extensions to help with call management.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Before you begin: You must have an admin or super admin role to perform this task.

Sign in to GoTo Admin.
From Phone system > Extensions overview, select Add extension.

Tip: You can also create a specific extension type directly from the respective call route option in Phone system.
Use the drop-down menu to select the desired extension type:
- Direct extension: Dials a user directly as a primary or secondary line.
- Call queue: Dials a group of user's direct extensions with advanced distribution, agent, and caller settings. You also have access to reporting features when using queues.
- Ring group: Dials a smaller group of user's direct extensions and/or external phone numbers.
- Virtual fax: Allows callers to send a fax which is received as an attachment to an email on your system. Watch video!
- Shared voicemail: Sends callers to a voicemail box that is shared by multiple users. You can use this in addition to or in place of a user's personal voicemail box that comes standard with their direct extension.
- Conference bridge: Sends callers to a virtual conference room that allows up to 20 participants. You can secure these rooms with participant and/or host pins.
Note: When creating a direct extension (also called a line), ring group, or shared voicemail, a voicemail box is automatically created and associated with that extension type. You can customize your greeting and other voicemail settings as needed.
Complete each field of the form.
Select Save when finished.
Choose the newly created extension from the overview list to update its settings.

What to do next: To bring your new extension to life, route a phone number to it or use it in a dial plan. To make changes in the future, select the desired extension and edit the settings as needed. To delete extension, hover over the desired entry and then select

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Sign in to PBX Administration (classic).
From the left navigation menu, select one of the following:
- Conference Bridges > Add Conference Bridge to meet with up to 20 participants on a call at once.
- Lines > Add Line to ring a user's phone directly. You can assign a line to multiple phones and a phone can have more than one line assignment.
- Ring Groups > Add Ring Group to call up to 50 lines and phone numbers at once.
- Shared Voicemail Boxes > Add Shared Voicemail Box to allow multiple users to check a single box. You can assign it as a line on a phone for voicemail notifications.
- Virtual Fax Machines > Add Virtual Fax Machine to allow your organization to send and receive faxes through email. Not available in Brazil and Mexico.
Note: When creating a line, ring group, or shared voicemail, a voicemail box is automatically created and associated with that extension type. You can customize your greeting and other voicemail settings as needed.
The next available number will automatically populate the Extension; change this number as needed.
Enter a Name for the extension.
Select and then select the new extension to configure its settings.

Article last updated: 8 April, 2025

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