NS — Outbound Extensions

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

An outbound extension is a NetSapiens virtual handset registered in CCaaS for placing outbound calls and callbacks. Calls placed through it present the caller ID configured on that NetSapiens user, so the user must have a caller ID set before it can place calls. For a caller ID that does not need its own virtual handset, use an outbound number instead.

Accessing Outbound Extensions

Outbound Extensions is accessible to accounts with Admin permissions.

Navigate to Admin (System) > SIP Extensions
All outbound extensions are listed under Outbound Extensions; when none exist, No outbound extensions configured yet. is shown

Preparing the Virtual Handset

Create the virtual handset in NetSapiens — see Creating the Virtual Handset in NetSapiens
Set the user's Caller ID Number in the NetSapiens Admin Portal — see Outbound Calls and Callback Assist Not Connecting

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Caller ID Required
A NetSapiens user with no caller ID set cannot place outbound calls — the termination carrier rejects them.

Registering the Outbound Extension

Select the + icon in the Outbound Extensions header
Complete the following fields in the Add Outbound Extension window:

Field	Description
`SIP Extension`	The virtual handset's Username
`SIP Password`	The virtual handset's Password
`Outbound ID Number (as defined in UC)`	The `Caller ID Number` set on the virtual handset's user in NetSapiens
`Outbound ID Label (for internal use)`	A name for the caller ID, shown to agents when they choose a number
`DID Assignment`	Who is offered this caller ID. Defaults to `Unassigned (Default)`. Select the pencil icon to assign it to one skill or one agent
`Pinned Number`	`Yes` keeps this caller ID at the top of the assigned agents' list in CCAC. Defaults to `No`

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.

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CallHub Accounts
On NetSapiens accounts using CallHub, existing outbound extensions still appear under Outbound Extensions and can be edited or deleted, but new ones cannot be added. Outbound caller IDs are set up as outbound numbers from the NetSapiens Phone Numbers page instead. An outbound call placed from an outbound extension that is not registered fails rather than moving to another extension.

See Outbound Extensions for how agents use outbound caller IDs.

Updated about 16 hours ago