An inbound extension is a NetSapiens virtual handset registered in CCaaS to carry calls into the contact center. Once it is registered, phone numbers (DIDs) on the NetSapiens domain are pointed at the contact center so their calls ring CCaaS rather than the PBX. The virtual handset must be created in NetSapiens first — see Creating the Virtual Handset in NetSapiens.

Accessing Inbound Extensions

Inbound Extensions is accessible to accounts with Admin permissions.

Navigate to Admin (System) > SIP Extensions
All registered inbound extensions are listed under Inbound Extensions with their Lines and Status

Registering the Inbound Extension

Select the + icon in the Inbound Extensions header
Complete the following fields in the Add Inbound Extension window, using the credentials from the NetSapiens Phones tab:

Field	Description
`SIP Extension`	The virtual handset's Username
`SIP Password`	The virtual handset's Password

Select Save

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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.

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

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Refreshing Users and Groups
After registering an extension, selecting Refresh Users and Groups and re-logging into CCaaS pulls the agents associated with the platform into Agent Licensing.

Routing Phone Numbers to the Contact Center

Phone numbers are managed from the NetSapiens Phone Numbers page, which reads and writes the domain's phone numbers (DIDs) in NetSapiens directly.

Navigate to Routing Configuration > Netsapiens Phone Numbers
All phone numbers on the NetSapiens domain are listed, sorted by number and grouped by where they are routed

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Phone Numbers Page Availability
The page is visible to Admin accounts only and must be turned on for the account by Xima Support. On Xima UCaaS accounts it is named Xima UCaaS Phone Numbers. It requires version 2 of the NetSapiens API; on servers that do not support it, the page shows a message instead of the list.

Phone Number Groups

Group	Description
`Routed to Contact Center`	Numbers that ring the contact center
`Routed to Netsapiens - Outbound Number`	Numbers the PBX still answers but that are tagged as outbound numbers. Hidden when empty
`Routed to Netsapiens`	Every other number. The PBX handles these calls

Each row shows the number and where it rings — for example, Default routing, IVR: Main Menu, Skill: Billing, or Agent: Pat Smith(684) for a number routed to the contact center, or Netsapiens call queue 2000 or Forward to (435) 555-0100 for a number the PBX routes. A Prefix "…" entry marks a number routed to the contact center by hand with a prefix the page did not write; the page leaves it unchanged unless it is edited. A Disabled chip marks a number disabled in NetSapiens. The list is read from NetSapiens each time the page opens.

Editing a Phone Number

Select a phone number to open it — the dialog shows what NetSapiens currently has for the number
Complete the following fields:

Field	Description
`Send To`	Where the call goes — see Send To
`Destination Type`	Shown when the number goes to the contact center. What answers the call — see Destination Type
`Notes`	Notes saved to the number in NetSapiens. Unavailable while `Keep current routing` is selected. Notes and the outbound number label share a 64-character limit, and notes cannot start with `Xima OB:`

Select Save

The page writes the change to NetSapiens, including the caller ID prefix shown under the Destination Type choice (for example, XDT-S 300/ for a skill) — the prefix does not need to be entered by hand. If NetSapiens refuses the change, its message is shown in the dialog and nothing is saved.

Send To

Option	Description
The load balancer	Calls ring the contact center
An inbound SIP extension	Calls ring the contact center through one of the registered inbound extensions
`Keep current routing`	The PBX keeps routing the number exactly as it does now. Used to change only the notes or the outbound label

A number the PBX routes opens on Keep current routing, with a hint describing its current routing. Choosing a contact center destination shows a warning naming the PBX routing it will replace.

Destination Type

Destination Type	Description
`Default routing`	The call goes through the inbound routing rules first; if no rule matches, it goes to the primary IVR
`IVR`	The call goes to the selected IVR
`Skill`	The call goes to the selected skill
`Agent`	The call goes to the selected agent

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Renaming Is Safe for Skills and Agents
Skills and agents are identified by their extensions, so renaming one does not break the number. IVRs are identified by name — after renaming an IVR, open the number and select the IVR again.

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Disabled Numbers
The page never disables a number. A disabled number opens grayed out with an Enable button; selecting it unlocks the form, and the number is enabled when the dialog is saved. Cancel discards both.

Assigning a DID in NetSapiens

A DID can also be pointed at the virtual handset directly in the NetSapiens Manager Portal.

Log in to the NetSapiens Manager Portal
Select Inventory from the top of the portal to view the available DIDs under Phone Numbers
Select the appropriate DID and locate its User field
Enter the virtual handset's extension and select Save

See NS - Phone Number Management for the full Phone Numbers page reference.