An EXTENSION is configured to route the communications received in your Infocaller service and to make outbound calls. 


An additional powerful feature of Infocaller is the possibility of defining “Extension groups”. This configuration allows for calls to be routed to a group of destinations so that a  team of peaople and/or applications can manage them. 


The availability of the features described here depends on the type of Infocaller line.


The fields to define an EXTENSION are:


“Name”:

A short name to identify the CALL where it is used: rules, or hyphens.


“Extension”:

An extension number can be defined to transfer received calls or for calls among extensions


"Extension type":

It can be individual or an extension group.


“Extension destination”: 

These are the available extension destinations:

  • Fixed or Mobile: Calls are route to fixed or mobile number in the public network, reachable from Infocaller
  • Infocaller VoIP: Calls are routed to the Infocaller Web Phone or to the Infocaller App.
  • SIP: SIP phones, SIP applications or PBXs can be configured to receive and make calls
  • AI Agent: Calls are routed to the advanced Artificial Intelligence Agents from ElevenLans and RetellAI. Check instructions for configuration here.


"Extension User"

This is the user which can control the extension calls (hold and transfer) as well as change its status (active or inactive). For group extensions, the user indicated here can control the group (add or remove extensions, change their state and configuration). All users permissions can be managed in the Account/Manage Users section in our web console.


"Extension State"

The extension can be active or inactive.


"If Busy/no answer"


When the call cannot be connected, or if all the extensions in an “extension group” have been tried without success, this option indicates what will be done once the attempt is finished. If the "Call Queue" option is active in the Advanced Options, attempt fails after the retry period has expired. If an extension is part of a group, the group settings predominate. Options are:

  • “Telephone tones”:  The telephone ringback tone or the busy line tone.
  • "Voice mail": The selected voice mailbox will be activated
  • "Message": The selected message is reproduced.
  • "Continue with script": If the extension call originates in a Script, the call will continue with the next action in it.


Extension Groups


Extension groups determine how calls are distributed among their members. There are 5 distribution options, two of which require having the "Advanced Call Center" subscribed. The options are:


Rotating:

Incoming calls are assigned rotationally to group members in the established order. Each call is handled by the next member after the one who handled the previous call. If there is no answer or the line is busy, it moves to the next member.


Sequential:

Calls are always distributed in the established order, starting with the first member. If there is no answer or the line is busy, it moves to the next member.


Multi-ring (Infocaller Pro):

The call rings on all group members simultaneously. It is answered by the first member to pick up. It is initially limited to a maximum of three extensions. You can request an increase by contacting customer service. Check pricing.


Optimized by Group (Infocaller Pro Advanced Call Center):

The call will be attempted to group members ordered by the time they have been idle in the group, from longest to shortest.


Optimized by Line (Infocaller Pro Advanced Call Center):

The call will be attempted to group members ordered by the time they have been idle on the line, from longest to shortest. This considers the activity of the extension individually or in other groups.


Advanced Options:


“Timeout if no answer”: Set the maximum waiting seconds until the call is answered. Default 20 seconds.


“Ringing Sound”: While the call is connected, the default setting is that the user will hear the telephone ringtones. But you can also choose to have the user listen to a message while trying to communicate. This is especially useful in the "group of numbers" option since in those cases the user could hear several attempts and silences interspersed. It is recommended to use a message with sufficient duration to cover all the time it could take to connect to the destination number. You can create your own message with a speech ("Your call is being transferred, one moment please" or "While waiting we inform you that ...") or with a mix of speech and music. We offer some standard messages.

The "no tones" option should be used with caution as no sound will be emitted during call execution. This option can be used when a message with the "Asynchronous" option is previously used. This message will continue to be issued while the call is made.


"Call announcement". Message that will be issued to the receiver of the call before forwarding.


“Call transfer”: 

With the option activated, the person receiving the call can put the call on hold to connect with another extension and transfer it.

In the Infocaller App

Accessing the extensions panel, press the 'Hold' button, then press the button for the destination extension. After connecting, you can press the 'Transfer' button to transfer the call, 'Retrieve' to put the extension on hold and speak with the caller, or hang up to end the call with the extension and return to the caller.

Web Phone

Accessing the extensions panel, press the 'Hold' button, then press the button for the destination extension. After connecting, you can press the 'Transfer' button to transfer the call, 'Retrieve' to put the extension on hold and speak with the caller, or hang up to end the call with the extension and return to the caller.

On Fixed or Mobile Extensions

To put the call on hold, dial '0'. After hearing the tone, dial the two digits of the destination extension. Once connected, you can: dial 0 to toggle between the caller and the extension, hang up to transfer the call, or dial 9 to end the call with the extension and then 0 to connect with the caller.


Important Note on DTMF Dialing: When call transfer is active, DTMF dialing is used to control the call as described here. If you want to disable call control to use DTMF dialing in the call, you must first dial 8.


“Call queue”: When this option is activated, if the call attempt is unsuccessful (to the number or group of numbers indicated), the call will be retried for the maximum time specified for this queue. If you have specified a message for the queue, the message will be played after the first failed attempt. Then, the waiting sounds indicated in the call settings will be used.


“ Programmable Ext. Destination”: Only available in Pro services. Typically, the destination of the call is a specific number or group of telephone numbers. However, if you have previously obtained  information that you have saved in a variable (in a script using “keyboard data entry” or from a web application using our API), the destination of the call may be a variable. You should use this option with caution.


“Calling number”: When you divert the call, you can define the number that the receiver of the call will see. You have the following options:

  • Use the default configuration for your line.
  • Show the originating number of the received call.
  • Show your Infocaller number.
  • Show the called number (in case you have an additional number to the main Infocaller).
  • Hidden number.


“Call recording”: In Infocaller Pro, calls can be recorded. You can configure the extension to always record calls or to allow for recording to be activated manuallu. In the second case, the extension receiving the call can activate the recording during the conversation, dialing # 7 (hashtag 7).

IMPORTANT: Whether the recording is always done or if it is activated manually, the Infocaller client is responsible to abide by the laws regulating call recording and informing callers or callees that it is being done.

Recorded calls can be heard / downloaded from the activity query of your Infocaller line.


“Simultaneous calls”: When the extension is capable of handling more than one simultaneous call (e.g., PBX, AI agent, etc.), the number of simultaneous calls the extension can handle must be configured here. It should also be noted that the Infocaller line has its own simultaneous call capacity, which takes precedence over this setting. In Infocaller Pro, this capacity can be expanded.