A virtual handset extension, created in the NetSapiens platform and registered in CCaaS, bridges the two systems for call routing, transfers, and reporting. The extension is created as a virtual handset rather than an agent, and does not require voicemail or the other fields normally configured for a live user.

Accessing SIP Extensions

SIP Extensions is accessible to accounts with Admin permissions.

1. Navigate to Admin (System) > SIP Extensions
2. All registered inbound extensions are listed under Inbound Extensions in the SIP Extensions modal

Creating the Virtual Handset in NetSapiens

1. Log in to the NetSapiens Manager Portal

2. Select Users from the top of the portal

3. Select Add User

   

4. Complete the user's information and uncheck Enable Voicemail

   

5. Select Add User

6. On the Users page, locate the new extension and select its edit icon, then Phones

7. Note the Domain, Outbound Proxy, Username, and Password shown — if no phone is listed, select Add Phone first

   

8. Select Save

Inbound Extensions

Registers a virtual handset as an inbound extension and routes NetSapiens phone numbers to the contact center.

Outbound Extensions

Registers a virtual handset as an outbound extension so agents can place calls presenting its caller ID.

Outbound Numbers

Tags NetSapiens phone numbers as outbound numbers from the NetSapiens Phone Numbers page and assigns them to a skill or agent.

Call Limit

Extensions are commonly left at an unlimited call capacity, but a specific limit can be set per extension.

1. In the NetSapiens Admin Portal, select Users from the top of the portal, then Configuration
2. Select the extension and locate Call Limit
3. Enter the desired number of simultaneous calls the extension should handle