Extensions
The feature of Extensions allows you to configure and manage the users who will be able to make and receive calls through Hablla’s Telephony module.
Each user responsible for voice support can have an associated extension. In this way, calls can be automatically distributed among available users or transferred from one agent to another during a support interaction.
Important: the Extensions feature is available for operations that use the Hablla Telephony module. Before configuring an extension, you must have a telephony connection previously configured in your workspace.
To learn more about Telephony setup and usage, see our documentation by clicking here.
How do Extensions work?
An Extension is the unique identifier of a user enabled to make and receive phone calls in the operation. Extensions can also participate in the automatic distribution of support cases, according to the rules of the overflow algorithm configured for the department.
The user themselves can control their availability for Telephony within the Hablla environment, so they can define when they are available or unavailable to receive and/or transfer calls.
Main Features
Call Transfer: Allows calls to be transferred directly between enabled and available agents.
Example: If the customer asks to speak with another team member, the call can be transferred if the recipient has an active extension and available status.
Automatic Distribution: Extensions are integrated with the department’s overflow algorithm, receiving and distributing calls automatically according to the configured rules.
Availability Control: The user themselves can manage their support status in the Hablla panel, controlling the receipt and transfer of calls.
How to configure an Extension
3. Configure the Extension
To create the extension, fill in the information shown on the screen.
Description
Define a name that makes it easy to identify the extension. We recommend using a description that contains the user’s name and the extension number. This way, it will be easier to identify later who that extension belongs to.
Example:
Tomaz [0133].
Extension
Enter the number that will be used to identify that extension. We recommend using a standardized numbering scheme among the users in your operation. Extensions with four digits are a common convention and make organization easier, such as 1001, 1002, 1003 and so on.
Example:
0133.
We recommend using a standardized numbering scheme among the users in your operation. Extensions with four digits are a common convention and make organization easier, such as 1001, 1002, 1003 and so on.
Type
Define how the user will use the extension. Currently, the configuration can use the types Web or Device.
Web: allows the user to make and receive calls directly through the Hablla environment, using their browser. This will be the option used in our example.
Device: intended for scenarios in which the operation uses a physical telephony device associated with the extension.
User
Select the user who will own that extension. It is through this association that Hablla identifies which user should use the extension to make and/or receive calls.
4. Add a Connection
After defining the extension settings and selecting the user, you will need to associate a Telephony Connection. In the Connection Settings, click + Add Connection.
The fields required to define which connection will be used by the extension will be shown.
Connection
Select one of the Telephony Connections configured in your workspace. This connection will be responsible for allowing the extension to use the telephony structure configured in Hablla.
If no connection is available for selection, first check whether Telephony has already been configured correctly in your workspace.
Connection Type
Define which operations the extension will be able to perform using that connection. Depending on your operation’s needs, you can configure the connection to:
Make calls: used for outbound calls;
Receive calls: used for inbound calls;
Make and receive calls: allows the connection to be used for both inbound and outbound calls.
Choose the option according to the purpose of that extension.
Availability for calls
After the extension is created, the associated user will be able to control their availability for calls directly in the Hablla environment.
Refresh the user environment
If the user for whom the extension was configured already had Hablla open at the time of configuration, you will need to perform a forced page reload so that the call availability option is displayed.
To do this, use the shortcut:
Ctrl + Shift + R
This command forces the browser to reload the page and update the resources used by Hablla.
Access the availability status
After refreshing the page, click the purple button with the arrow icon, located on the left side of the screen, to expand the area where the user’s support interactions are centralized.
At the bottom of this area, the availability options for the different support types will be shown:
Messages: controls the user’s availability for messaging support;
Calls: controls the user’s availability for telephony support.
In the Calls, the user can change their status between Available and Unavailable.
Available
When the user is Available for calls, their extension will be able to receive new calls and transfers made by other agents.
Unavailable
When the user is Unavailable for calls, their extension will not be available to receive new calls and/or call transfers.
Important: for a call to be routed or transferred to a specific user, they must have a correctly configured extension and be in the Available status Calls.
All set!
With the extension configured and the user available for calls, they will be able to participate normally in your Telephony operation in Hablla.
From this configuration onward, calls can be routed to available users according to your operation’s rules, as well as allowing call transfers between agents when necessary.
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