Accounts, global extensions and provisioning
Understand XC account identities, global IVR 100, unlimited extensions from 101, hidden routes, automatic allocation, enablement and provisioning queues.
xConnect
Open guide →GuideUnderstand XC account identities
Use the generated XC account code as a non-PSTN customer/account identity.
Open guide →GuideUnderstand global extension 100
Reserve 100 for the main account IVR rather than assigning it to a person.
Open guide →GuideUnderstand user extensions from 101
Allocate staff and contacts from 101 upward.
Open guide →GuideUnderstand unlimited extension length
Recognise that extensions are not capped at 999 and may grow up to the implemented 18-digit input/routing limit.
Open guide →GuideUnderstand visible extension formatting
Use normal numeric extensions without zero-padding three-digit values.
Open guide →GuideUnderstand globally unique numbering
Recognise that direct extension dialing resolves the intended staff/contact across the platform without duplicate tenant-local 100 values.
Open guide →GuideUnderstand hidden internal route identifiers
Recognise that internal hidden route values support collision-free routing but are not the user-facing extension.
Open guide →GuideUnderstand xConnect tenant records
Recognise platform/customer account ownership, display name, account code and main IVR relationship.
Open guide →GuideUnderstand staff extension ownership
Link one generated extension to the staff owner.
Open guide →GuideUnderstand contact extension ownership
Link one generated extension to the customer contact owner.
Open guide →GuideUnderstand account-route ownership
Use an account-owned extension as the IVR destination rather than a person.
Open guide →GuideUnderstand website guest extension ownership
Use short-lived guest extensions only for approved website widget sessions.
Open guide →GuideBackfill missing extensions
Use Backfill missing extensions with Manage permission and review allocated staff/contact/error counts.
Open guide →GuideEnable an extension
Use Enable on a disabled/suspended staff/contact extension and queue secure provisioning.
Open guide →GuideDisable an extension
Use Disable on an active staff/contact extension and queue deprovisioning.
Open guide →GuideUnderstand account and guest status controls
Recognise that dashboard enable/disable actions are not offered for account or guest rows.
Open guide →GuideUnderstand Pending extension status
Recognise an extension awaiting provisioning.
Open guide →GuideUnderstand Active extension status
Recognise an enabled and provisioned extension.
Open guide →GuideUnderstand Disabled or Suspended status
Recognise an extension blocked from normal call routing.
Open guide →GuideRead extension presence
Use Online/Offline as current presence evidence, not proof of audio quality.
Open guide →GuideRead the provisioning queue
Review job ID, extension entity, status and attempt count.
Open guide →GuideUnderstand numbering collision repair
Recognise that v1.1.3 migration/backfill repairs legacy collisions before switch synchronisation.
Open guide →