Accounts, global extensions and provisioning
Understand XC account identities, global IVR 100, unlimited extensions from 101, hidden routes, automatic allocation, enablement and provisioning queues.
Guides in this workflow
Follow the guide that matches the exact action, filter, menu change or issue.
Understand XC account identities
Use the generated XC account code as a non-PSTN customer/account identity.
Understand global extension 100
Reserve 100 for the main account IVR rather than assigning it to a person.
Understand user extensions from 101
Allocate staff and contacts from 101 upward.
Understand unlimited extension length
Recognise that extensions are not capped at 999 and may grow up to the implemented 18-digit input/routing limit.
Understand visible extension formatting
Use normal numeric extensions without zero-padding three-digit values.
Understand globally unique numbering
Recognise that direct extension dialing resolves the intended staff/contact across the platform without duplicate tenant-local 100 values.
Understand hidden internal route identifiers
Recognise that internal hidden route values support collision-free routing but are not the user-facing extension.
Understand xConnect tenant records
Recognise platform/customer account ownership, display name, account code and main IVR relationship.
Understand staff extension ownership
Link one generated extension to the staff owner.
Understand contact extension ownership
Link one generated extension to the customer contact owner.
Understand account-route ownership
Use an account-owned extension as the IVR destination rather than a person.
Understand website guest extension ownership
Use short-lived guest extensions only for approved website widget sessions.
Backfill missing extensions
Use Backfill missing extensions with Manage permission and review allocated staff/contact/error counts.
Enable an extension
Use Enable on a disabled/suspended staff/contact extension and queue secure provisioning.
Disable an extension
Use Disable on an active staff/contact extension and queue deprovisioning.
Understand account and guest status controls
Recognise that dashboard enable/disable actions are not offered for account or guest rows.
Understand Pending extension status
Recognise an extension awaiting provisioning.
Understand Active extension status
Recognise an enabled and provisioned extension.
Understand Disabled or Suspended status
Recognise an extension blocked from normal call routing.
Read extension presence
Use Online/Offline as current presence evidence, not proof of audio quality.
Read the provisioning queue
Review job ID, extension entity, status and attempt count.
Understand numbering collision repair
Recognise that v1.1.3 migration/backfill repairs legacy collisions before switch synchronisation.