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.

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Accessing SIP Extensions

SIP Extensions is accessible to accounts with Admin permissions.

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

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Creating the Virtual Handset in NetSapiens

1. Log in to the NetSapiens portal, select Users, then Add User

   

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

   

3. Select Add User

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

5. Note the Username, and Password shown — if no phone is listed, select Add Phone first

   

6. Select Save

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Registering the Extension in CCaaS

With the virtual handset's SIP credentials in hand, the extension is added directly from the SIP Extensions page.

1. Navigate to Admin (System) > Manage SIP Extensions
2. Select the + icon in the upper-right corner of the Inbound Extensions list
3. Enter the following fields using the credentials from the NetSapiens Phones tab:

4. Select Save to register the extension

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   Saving Restarts CCaaS

   Saving a SIP extension restarts the primary and helper nodes of the CCaaS instance. This should not be done during business hours for live customers.

5. Registration typically takes a few minutes to complete — select Refresh at the bottom of the SIP Extensions window to update the status display
6. The extension displays as Registered in CCaaS once complete, and appears fully green in the NetSapiens platform

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Assigning a DID

A DID must be pointed to the virtual handset before it can receive inbound calls into the Contact Center.

1. In the NetSapiens Manager Portal, select Inventory to view the available DIDs under Phone Numbers
2. Select the appropriate DID and locate its User field
3. Enter the virtual handset's extension and select Save

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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, navigate to Users > Configuration
2. Select the extension and locate Call Limit
3. Enter the desired number of simultaneous calls the extension should handle