1. Sign in to GoTo Admin.
2. Select from the left navigation menu.
3. From Direct extensions, select the direct extension that needs changes made.
   Tip: Select 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 the voicemail transcription setting 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.

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.

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.

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 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.

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

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.