Users & Extensions

Introduction

An extension is the internal phone number in VeloPBX that is bound to a specific user. As a Tenant Admin, you can create, edit, deactivate, and delete extensions, and you can manage every aspect of their configuration.

In the Web Portal, navigate to Call Manager → Extensions:

https://pbx.fortis-tele.com:8887

Creating an Extension

You can create extensions in four ways:

• Manually, in the Web Portal under Call Manager → Extensions
• By bulk import of a .csv file
• By duplication of an existing extension
• Programmatically, via the platform’s automation tooling (advanced; contact [email protected])

The most common path is the manual flow described below.

Step 1 — Open the Extensions page

1. Sign in to the Web Portal
2. From the left-hand menu, choose Call Manager
3. Open Extensions
4. Click Add

Step 2 — Fill in the basic details

On the User tab:

Important: The Username and Password on the User tab are used only to sign in to the personal Web Portal. They are not used for SIP device registration — that uses the Extension Number and the password on the Extension tab.

On the Extension tab, the following are required:

Note: The Extension Number must be unique within the tenant. Four-digit numbers (1000–1999) work well for most organizations.

Step 3 — Assign a role

In the Role field choose:

A tenant can have multiple Tenant Admins.

Important: Grant the Admin role only to people who are authorized to administer VeloPBX for your organization.

Step 4 — Save

Click Save. The extension becomes active immediately. If your tenant SMTP is configured, VeloPBX automatically emails the new user a welcome message containing extension details, the tenant SIP domain, server address, and a QR code that softphone apps can scan to register without manual configuration.

Extension settings overview

After you create or edit an extension, the following tabs are available.

User

Basic identity — username, password, first/last name, email, display name, and role.

Extension

Extension number, SIP password, outbound caller ID, recording options, and caller-ID privacy.

Forwarding Rules

Define what happens to incoming calls based on the extension’s status (Available, Away, Do Not Disturb, etc.) and time conditions.

A forwarding destination can be:

• Another extension
• A Ring Group
• A Call Queue
• An IVR (Virtual Receptionist)
• Voicemail (the current mailbox or another extension’s mailbox)
• An external PSTN number (requires a SIP trunk and an outbound rule)

You can also define exception rules that match specific caller IDs or time ranges and override the standard forwarding behavior for matched calls.

Devices / Phone Provisioning

IP phones and SIP clients bound to the extension. A single extension can register from multiple devices simultaneously (e.g. a desk phone and a mobile softphone).

BLF (Busy Lamp Field)

Configure programmable keys on supported IP phones to show the live status of another extension, act as a speed-dial, perform visual call park, toggle Night Mode, or change presence.

Voicemail

PIN, prompt language, optional date/time announcement during playback, and the active greeting file.

Office Hours

Choose between Global Office Hours (inherited from the tenant) and Specific Office Hours (per-extension schedule). The time range 00:00–23:59 means the entire day is open; 00:00–00:00 means closed.

Editing an Extension

1. Call Manager → Extensions
2. Find the extension in the list
3. Click Edit
4. Make your changes
5. Click Save

Changing a Password

1. Open the extension’s edit page
2. On the Extension tab, set a new SIP password (and on the User tab a new portal password if needed)
3. Click Save

Note: After a SIP password change, every device registered with that extension (IP phones, softphones) must be reconfigured with the new password before it can register again.

Deactivating an Extension

To temporarily disable an extension without losing its configuration:

1. Open the extension’s edit page
2. On the User tab, turn off the Enable toggle
3. Click Save

A disabled extension cannot sign in to the Portal and cannot place or receive calls. All settings, voicemails, and recordings are preserved.

Deleting an Extension

Warning: Deleting an extension is irreversible. CDR records remain in the system, but the extension’s configuration, voicemails, and recordings are removed.

1. Call Manager → Extensions
2. Tick the extension’s checkbox
3. Click Delete
4. Confirm

Bulk Import

For large rollouts you can create extensions from a CSV file.

File format

The CSV must contain the following columns.

Steps

1. Call Manager → Extensions
2. Click Import
3. Click Download Template to get a sample CSV
4. Fill in the CSV in Excel or Google Sheets
5. Upload the completed file
6. Review the preview and click Import

Note: Duplicate extension numbers are skipped on import. Verify that every extension number in the CSV is unique and unused before uploading.

Promoting an Extension to Tenant Admin

A tenant can have multiple Tenant Admins.

1. Open the extension’s edit page
2. On the User tab, set Role to Admin
3. Click Save

Speed Dial 8 / 100

VeloPBX gives every extension two parallel speed-dial lists:

• Speed Dial 8 — eight single-digit codes (2–9) for the most-used numbers.
• Speed Dial 100 — one hundred two-digit codes (00–99) for users who need quick access to a long contact list.

Both lists support internal extensions, external phone numbers, emergency numbers (e.g. 911), and service numbers (e.g. 611). The lists are independent of each other — the same number can appear in both, or you can use only one.

Each list can be configured two ways: from the Web Portal (recommended for setup and review) or from the user’s IP phone via Feature Access Codes (faster for one-off changes from the desk).

Configuring Speed Dial 8 in the Web Portal

As a tenant admin (configure on behalf of a user)

1. Sign in to the Web Portal as a tenant admin.
2. Navigate to Call Manager → Users.
3. Open the target extension.
4. Click the Speed Dial 8 tab.
5. For each desired code (2–9), enter:

• The phone number (any number the extension is allowed to dial)
• An optional description (e.g. “Boss mobile”, “Front desk”)

1. Click Save.

As an extension user (self-service)

1. Sign in to the Web Portal as the extension user.
2. Open Profile → Speed Dial 8.
3. Fill in the codes the user wants and click Save.

Configuring Speed Dial 100 in the Web Portal

The flow is identical to Speed Dial 8, except:

• Codes are two digits (00–99).
• The tab is Speed Dial 100 instead of Speed Dial 8.

Use Speed Dial 100 when a user needs more than eight quick-dial entries — for example, a sales or support agent who routinely calls dozens of contacts.

Configuring speed dial via Feature Access Codes (FAC)

The user can program codes from any registered IP phone or softphone without opening the Web Portal.

Speed Dial 8 — FAC reference

After setup, the user dials just the code (e.g. 5) to place the call.

Speed Dial 100 — FAC reference

After setup, the user dials the two-digit code (e.g. 06) to place the call.

Note: The system plays a voice prompt confirming success or failure after each FAC action. If the user does not hear a confirmation, the code was not saved — check that the extension has dial permission for the destination number.

Verifying the configuration

To confirm a user’s current speed-dial entries:

• Web Portal: open the extension and review the Speed Dial 8 / Speed Dial 100 tabs.
• From the phone: there is no FAC to read back the list — use the Web Portal for review.

Tip: When migrating users from another PBX, export the old speed-dial list to CSV and use the Web Portal to enter the codes one extension at a time. There is no bulk-import for speed-dial entries today.

Next step

After creating extensions, configure IP phones:

→ IP Phones & Devices

Or move on to SIP trunk setup if it isn’t done yet:

→ SIP Trunks

Last updated: 2026-05-01