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How do I change the settings on a direct extension?

Update the settings on a direct extension as needed.
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

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

Change direct extension settings

Before you begin: You must be assigned an Admin or Super admin role to perform this task.
  1. Sign in to GoTo Admin.
  2. Select the Phone System Icon icon from the left navigation menu.
  3. From Direct extensions, select the direct extension that needs changes made.
    Tip: Select Download Icon to export all the extensions into a single file list.
  4. From the Overview tab, change the following:
    • Details: Select Edit to make changes to the name or extension number.
      Note: Some extension numbers are reserved. To learn which extension numbers are reserved for other functions, refer to Which extensions are reserved?
    • Assigned to: View which users and devices have this direct extension assigned to them. To learn how to assign users to an extension, refer to How do I assign a user to a direct extension?
    • Associated resources: Locate this direct extension in the admin portal. Navigate to that resource directly to make changes.
  5. From the Settings tab, change the following:
    • General: Choose the general settings such as extension number, name, shared line, omit from directories, language, region, and inbound and outbound call options.
      Note: If you are looking to add or change the caller ID for the phone number and not just this direct extension, refer to How do change my caller ID?
    • Recording: Choose call recording preferences if recording is enabled on your system.
    • Voicemail: Choose the voicemail password and other settings such as message retrieval, greeting, voicemail email notifications to one or more email addresses, and transcription preferences.
      Note: Language is NOT automatically detected when language transcription is enabled. Voicemail transcriptions are currently available in English and Spanish only. Transcription will be shown in the language set for the line or if the set language is unsupported, the transcription will be attempted in English. Users also have the option to set up voicemail transcription for their own line.
    • Virtual Fax: Choose if this extension should receive virtual faxes to an email or use a fax adapter.
  6. From the Find me/follow me tab, you can view and/or change the settings for ring patterns, call screening options, and what you want to happen if the user does not answer the call.
Results:
Tip: While on any tab in a direct extension profile, you can use the breadcrumb on the top-left to go back to the main list or use the arrows to navigate each extension's detail page.

PBX Administration (classic)

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

Line settings

Below is a list of all the line settings and their descriptions.

General

Extension
Setting Description
Extension Number A unique three to six-digit number that makes the line dialable.
Name The name used to identify the line in the admin portal. This does not change the caller ID and can be overridden by the button label.
Shared Line — Optional Shares a single line with up to eight phones allowing users to mutually manage and monitor incoming calls and calls placed on hold. A shared line is a 2-way line, and not intended to act as a conference line.
Note: Supported on Cisco MPP, Polycom, and Yealink only.
Note: Not all phones support this feature.
Omit from Directory — Optional Removes the line from all internal directories.
Omit from Auto Attendant Extension Dialing — Optional Removes the line from auto attendant extension dialing.
Language Defines the language for system IVR messages (e.g., voicemail menu prompts) and voicemail transcription.
Region Matches the ringback to the region and allows a line to call a local number without having to dial the country code.
Inbound Call Options
Setting Description
Intercom Auto Pickup — Optional Enables the line to receive intercom calls from other lines on the system.
Hold Music Controls which playlist callers hear while on hold.
Ringback Controls whether callers hear ringing or hold music while waiting for the line to be answered.

Watch Video Icon

Outbound Call Options
Setting Description
Local Area Code Allows a line to call a local number without having to dial the area code.
External Caller ID Controls which caller ID information is used when making outbound calls from this line.

Dial Plan

Incoming calls to the line are routed through the dial plan (Find Me/Follow Me) when the line is directly dialed, a call is transferred to the line, or the line is used in a Line & Voicemail node. However, these settings are overridden on a per-call basis when your line is used in a Simple Dial node or another line’s ring step.

Dial Plan
Setting Description
Ring Step Defines which extension(s) and number(s) to ring when someone calls the line. You can set up the line to ring more than one phone simultaneously by adding multiple numbers to a ring step or in sequence by creating multiple ring steps.
Note: If you have Block Caller ID enabled on the phone number routed to the line, the External Caller ID will continue to be blocked as the call is routed to other ring step destinations.
Confirm Pickup — Optional Gives the option to dial 1 to accept an incoming call or 2 to send it to the next step in the dial plan.
Tip: Confirm pickup is helpful when a ring step includes an external number as it can interrupt your dial plan. For example, when a cell phone is turned off, calls go straight to the cell phone's voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the ring step. Enabling confirm pickup allows the call to re-route back to the next ring step.
Pass Through Caller ID — Optional Controls which caller ID is displayed for ring steps that include external numbers.
  • When enabled, the caller ID of the original caller is displayed.
  • When disabled, the line's External Caller ID is displayed.
Ring Time Defines the number of seconds the call rings before going to the next ring step. This is overridden by any Simple Dial nodes that reference the line in a dial plan.
If no answer, send to Defines what happens if the call is never answered.
  • Voicemail: Sends the caller to the line's voicemail.
  • Internal: Sends the caller to a specified internal extension.
  • External: Sends the caller to a specified external number.
  • Transferer: If the call was transferred to the line, returns the call to the party that initiated the transfer. If the call was not transferred to the line, it hangs up on the caller.
  • Hang up: Hangs up on the caller.
  • Unspecified: Follows the No answer, send to ring step.
If call fails, send to Defines what happens if the call fails, like in the case of an internet or power outage.
  • Unspecified: Follows the No answer, send to ring step.
  • Internal: Sends the caller to a specified internal extension.
    Note: To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an internal extension only if you have multiple locations on the same system (e.g., an office in Chicago and Dallas).
  • External Number: Sends the caller to a specified external number.

Voicemail

General Options
Setting Description
Time Zone Sets the time zone for the line.
Message Review — Optional Gives callers the option to press # to listen to their message and optionally re-record it.
Note: There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
Escape to Operator — Optional Allows callers to press 0 to be transferred, rather than leaving a message.
Notification Options
Setting Description
Email Notifications — Optional Sends an email notification when a voicemail is received.
Attach Voicemail Message — Optional Includes an audio file of the voicemail with the email notification.
Delete Message After Sending — Optional Deletes the voicemail from the system after sending the email notification.
Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone, GoTo, and our mobile app.
Voicemail Attachment Format Defines the audio file format attached to the email notification.
  • .wav49: Smallest file size, won’t play directly from browser (default).
  • .wav: Largest file size, more compatible with mobile devices.
  • .mp3: Smaller file size.
Email Address The recipient’s email address.
Note: You can only send notifications to a single email address. To deliver notifications to a group, use an email alias (e.g., sales@guthrie.com) or create an auto-forward rule in your email client.
Tip: Use a specially formatted email address provided by your cell phone carrier to send notifications via text message (SMS). Check with your carrier for more details.
Privacy Options
Description
Permanently deletes all voicemails for the line.
Message Retrieval Options
Setting Description
Say Message Timestamp — Optional System says the time the voicemail was received before playing the message.
Say Caller ID — Optional System says the caller’s phone number before playing the message.
Say Message Duration — Optional System says the duration of the message if it is longer than the specified threshold.
Outgoing Message Options
Voicemail Greeting Description
Busy Message — Optional Alternate greeting for use in a dial plan only.
Unavailable Message — Optional Default and most common greeting used for a voicemail box.
Temporary Message — Optional When recorded, this message overrides any other voicemail greetings. To remove a temporary message, it must be deleted.
Supported file types for upload:
  • .wav
  • .ulaw
  • .g722
  • .mp3
Note: Uploaded files should not exceed 150 MB.
Alternate Mailbox Options
Setting Description
Enable Alternate Mailbox — Optional Uses a shared mailbox for all voicemail messages and disables the line’s dedicated mailbox.

Voicemail Access

Note: These settings are different if the system permissions are set to use ACLs for voicemail (very uncommon).
Voicemail Box Access
Setting Description
Allow Voicemail Access Without a Password — Optional Allows users to access this line’s voicemail box without a password.
Tip: Select Change Password to reset a user's voicemail password.

Recording

Before you can enable call recording, your remote storage must be setup.

Call Recording
Setting Description
Record Incoming Calls — Optional Enables recording of all incoming calls to this line. Recordings will be saved to your remote storage.
Record Outgoing Calls — Optional Enables recording of all outgoing calls from this line. Recordings will be saved to your remote storage.
Note: If you enable call recording system-wide and on an individual line, ring group, or phone number; only one copy of call will be recorded.

Fax

Receiving by Email
Setting Description
Intercept Incoming Faxes — Optional Allows the line to accept incoming calls and faxes. To receive faxes, you must route a phone number to the line. Not available in Brazil and Mexico.
Note: You can only send faxes to a single email address. If you need to deliver your faxes to a group, use an email alias (e.g., sales@guthrie.com) or create an auto-forward rule in your email client.
Using an Analog Telephone Adapter
Setting Description
Store faxes to increase transmission success rate — Optional Increases the delivery success rates of faxes you send and receive using a physical fax machine with an ATA. This feature temporarily stores faxes in transit, allowing our platform to handle reattempts and act on any errors.

Usage

Description
Lists all devices and call flows using the line.

Set up a user's dial plan on a line

Set up a unique dial plan (Find Me/Follow Me) to route calls however you want.
Before you begin:
Incoming calls are routed through the Find Me/Follow settings when the line is directly dialed, a call is transferred to the line, or the line is used in a Line & Voicemail node.  However, these settings are overridden on a per call basis when the line is used in a Simple Dial node or in another user’s Find Me/Follow Me ring step.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Lines in the left navigation menu and then choose the line that requires changes to its dial plan.
  3. From Dial Plan, customize the following:
    Option Description
    Ring Step Defines which extension(s) and number(s) to ring when someone calls the line. You can set up the line to ring more than one phone simultaneously by adding multiple numbers to a ring step or in sequence by creating multiple ring steps.
    Note: If you have Block Caller ID enabled on the phone number routed to the line, the External Caller ID will continue to be blocked as the call is routed to other ring step destinations.
    Confirm Pickup Gives the option to dial 1 to accept an incoming call or 2 to send it to the next step in the dial plan.
    Note: Confirm pickup is helpful when a ring step includes an external number as it can interrupt your dial plan. For example, when a cell phone is turned off, calls go straight to the cell phone's voicemail box. Without confirm pickup, the voicemail would answer the call and prematurely end the ring step. Enabling confirm pickup allows the call to re-route back to the next ring step.
    Pass–through Caller ID

    Controls which caller ID is displayed for ring steps that include external numbers.

    • When enabled, the caller ID of the original caller is displayed.
    • When disabled, the line's External Caller ID is displayed.
    Ring Time

    Defines the number of seconds the call rings before going to the next ring step. This is overridden by any Simple Dial nodes that reference the line in a dial plan.

    No answer, send to

    Defines what happens if the call is never answered.

    • Voicemail: Sends the caller to the line's voicemail.
    • Internal: Sends the caller to a specified internal extension.
    • External: Sends the caller to a specified external number.
    • Transferer: If the call was transferred to the line, returns the call to the party that initiated the transfer. If the call was not transferred to the line, it hangs up on the caller.
    • Hang up: Hangs up on the caller.
    • Unspecified: Follows the No answer, send to ring step.
    If calls fail, send to

    Defines what happens if the call fails, like in the case of an internet or power outage.

    • Unspecified: Follows the No answer, send to ring step.
    • Internal: Sends the caller to a specified internal extension.Note: To avoid routing calls to another device that is also affected by the same outage, we recommend using failover to an internal extension only if you have multiple locations on the same system (e.g., an office in Chicago and Dallas).
    • External Number: Sends the caller to a specified external number.

Change phone number displaying on outbound calls

Override the default caller ID for those lines that require something different.
Before you begin: You must be assigned an Admin or Super admin role to perform this task.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Choose Lines in the left navigation menu and then select the line that you need to change.
  3. From General > Outbound Call Options, set the External Caller ID to Use and then choose the desired phone number.
  4. Save your changes.
What to do next: If you are looking to add or change the caller ID altogether, see How do I change my caller ID?

Set up shared line appearance (SLA)

Share a single line with up to eight phones so you can quickly move 2-way calls around.Use this quick and easy setup tool to get started if you have less than 50 seats.
Before you begin:
  • You must be assigned an Admin or Super admin role to perform this task.
  • This feature is supported on Cisco MPP, Yealink, Polycom VVX only.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Lines in the left navigation menu and then select Add Line.
    • The next available number will automatically populate the Extension; change this number as needed.
    • If the line that needs to be shared already exists, skip to steps 5-6 to enable Shared Line, and then power cycle all devices that share the line.
  3. Enter a Name for the line. You can override this with the button label.
  4. Select Checkmark Icon and then select the new line to configure its settings.
  5. From General > Extension, set the Name field to Use and then enter the desired name for the shared line.
  6. Enable Shared Line.
  7. Select Save.
    Note: The line will have the SLA icon next to its extension number throughout the admin portal.
  8. Select Devices in the left navigation menu and then choose the phone that needs the shared line added to one of its line keys.
  9. From Button Configuration, check Allow this device to monitor the presence of other devices.
  10. Select Line and then choose the newly created Shared Line extension.
  11. Edit the button label. The button label overrides the line name.
  12. Select Save.
  13. Repeat with additional shared lines as needed.
What to do next: Power cycle the phone to apply the changes.

Enable voicemail transcription

Turn on voicemail transcription for lines, ring groups, or shared voicemail boxes.
Before you begin: You must be assigned an Admin or Super admin role to perform this task.
Users also have the option to set up voicemail transcription for their own line.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Lines, Ring Groups, or Shared Voicemail Box in the left navigation menu and then choose the specific line, ring group, or shared voicemail that you want to update.
  3. From Voicemail > General Options, enable Include Voicemail Transcription.
    Note: Language is NOT automatically detected when language transcription is enabled. Voicemail transcriptions are currently available in English and Spanish only. Transcription will be shown in the language set for the line or if the set language is unsupported, the transcription will be attempted in English.
  4. Optional: Customize the email notifications and voicemailoptions.
  5. Save your changes.

Set up a user's email notifications and other voicemail options

Set up voicemail boxes with custom greetings, email notifications, retrieval options, and more.

Before you begin:
  • You must be assigned the Admin or Super admin role to perform this task.
  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Lines, Ring Groups, or Shared Voicemail Box in the left navigation menu and then select the specific line, ring group, or shared voicemail that requires email notifications.
  3. From Voicemail > Notification Options, enable Email Notifications.
  4. Optional: Enable Attach Voicemail Message. If enabled, choose the Voicemail Attachment Format:
    • .wav49: Smallest file size, won’t play directly from browser (default).
    • .wav: Largest file size, more compatible with mobile devices.
    • .mp3: Smaller file size.
  5. Optional: Enable Delete Message After Sending.
    Note: Deletion is permanent (we cannot retrieve deleted messages) and will prevent voicemail management from a phone, GoTo, and our mobile app.
  6. Choose the Email Address recipient.
    Note: You can only send faxes to a single email address. If you need to deliver your faxes to a group, use an email alias (e.g., sales@guthrie.com) or create an auto-forward rule in your email client.
    Tip: Use a specially formatted email address provided by your cellphone carrier to send notifications via text message (SMS). Check with your carrier for more details.
  7. Select Save.

Optional voicemail settings

Setting Description
Alternate Mailbox Uses a shared mailbox for all voicemail messages and disables the line’s dedicated mailbox.
Time Zone Sets the time zone for the line.
Say Message Timestamp System says the time the voicemail was received before playing the message.
Say Caller ID System says the caller’s phone number before playing the message.
Say Message Duration If Longer Than ___ Minutes System says the duration of the message if it is longer than the specified threshold.
Message Review Gives callers the option to press # to listen to their message and optionally re-record it.
Note: There is no prompt for callers to press # after recording their voicemail. Make sure to include these instructions in the voicemail greeting.
Escape to Operator Allows callers to press 0 to be transferred, rather than leaving a message.
[Change Voicemail Box Password...] Changes your password (default 0000). Password must be at least four digits.