Every extension user in your dialplan needs to have a configuration created in the PBX before you will be able to register and connect a phone to it.

You will not be able to create any extensions until you have provisioned at least one DID (phone number) and one trunk in the PBX.  Follow the essential PBX initialization steps HERE before proceeding with any programming.

To create a new extension user:

Click on the "Create New Extension" link, under the Extensions tab.

You can scroll down on this "Create" page to view the entire list of extensions that already exist.


Extension Number

You can number your extensions using 3, 4 or 5 digit numbers  You cannot duplicate any existing extension, group, queue or parking number.  The system will return an error message if the number is already in use.  After this extension has been provisioned, other users on the system will be able to dial directly to that phone by dialing its extension number.


If you are planning to use the Dial-by-Name directory feature of the PBX, you should enter the first and last name of the user here, since the directory will be looking for a match in spelling in this name field.  If you are not using Dial-by-Name, or this extension will be excluded from the directory, you can enter any descriptive text here.  When you are viewing the list of extensions, this is the text that will display next to the extension number.  This is also the text that will display on another user's phone when you place an internal call, though this text does not get sent out as Caller ID Name (CNAM) for external calls.   You may want to use a location or job function here, like "Kitchen" or "Conference Room 1"


If you want this user to have an active voicemail box on the system, check this option.  If this extension does not need voicemail, leave this box unchecked. NOTE:  if a call is directed at an extension that does not have voicemail, the call will terminate after the set ring interval (see below).  You should set the ring interval to a high number for extensions that do not have voicemail, this will prevent callers from being disconnected if the party does not answer right away.

EMail Address

If you want the PBX to send an email to the user, with the message recording attached as a WAV file, enter a valid email address here.  You will need to set up the email functions in the PBX (Maintenance/Email settings) before this feature will work.

Delete Voicemail after EMail

By default, the PBX stores voicemail messages and activates the message alert on the phone, even after a voicemail email has been sent.  If you want the PBX to delete the message after emailing, activate this feature.  This will turn off the message waiting indicator on the phone and the message will no longer be available.

Voicemail Password

You are required to initialize a voicemail-enabled extension with a user password.  Voicemail passwords must be at least 4 digits.  It is common practice to initialize all new extensions with the same default password - 12345 or 0000 for example.  When the user logs into voicemail from their phone there is an option to change the password.  A complete user guide to voicemail operation is available HERE

SIP Extension Provision Password

This is the password that permits the phone to register with the PBX.  For IP phones that you configure manually, you will need to copy this password and paste it into the account registration password field in the phone user interface.  If you are using Protel LTS auto-provisioning tools, this password is loaded into the phone automatically.  Please use letters and numbers only - no special characters.  We strongly recommend using a very robust, random text string to secure your system and prevent unauthorized registrations and theft of phone service.  It is also a good practice to store this password in a spreadsheet document that contains all of your users, extension numbers, MAC addresses, IP addresses and SIP passwords.  An example of an excellent password is TWP873skt788CJK.  15 characters, alternating letters and numbers, with a mix of upper and lower case letters.

Trunk Selection

By default, every extension will use the default trunk settings in the PBX to place outbound calls.  If you want to override the default, select the desired trunk from the drop down menu.


Network Address Translation.  If the end point (IP Phone) for this extension will be connecting on the same LAN or VLAN as the PBX, you do not need to activate this option (although it will still work if you do).  If the phone will be connecting from a remote location that is not on the same network as the PBX, this option must be turned on.  Turning on NAT tells the PBX that the phone is connecting from an external IP address through a NAT router.  This is very important for the proper addressing of RTP (Real Time Protocol) media.

Add New Extension

Click on this button to save the basic settings for this extension.  This will take you to the extended options menu for configuring phone behavior.  Detailed instructions for extension options are HERE

Always remember to execute a PBX Reload after provisioning new extensions or making any changes.  Maintenance/Reload PBX - or using the grey PBX link on the top black bar.