Why it matters
Extensions and call queues define how voice traffic can reach users, teams, SIP users, phone numbers, or queue destinations.
Key Concepts
Extensions: Extensions are short dialing targets that can route to supported destinations such as users, teams, SIP users, or phone numbers.
Call Queues: Call queues help route inbound calls through a queue-based voice workflow where supported.
Target type: An extension target defines where the extension routes when dialed.
Step-by-Step: Review extensions and call queues
Open Settings > Accounts.
Open the provider account you want to manage.
Select Extensions to review or create SIP extensions.
When creating an extension, enter the extension number, label, target type, and target value.
Select Call Queues to review queue-based call routing resources.
Update related channel Call Flow settings if calls should use the extension or queue.
Test the routing path after changes.
Tips and Best Practices
Use extension labels that explain the destination.
Avoid overlapping extension numbers.
Confirm users, teams, and SIP users exist before selecting them as targets.
Keep a simple routing map outside Whippy if your phone setup is complex.
Troubleshooting
Issue | Possible Cause | Fix |
Extension target is unavailable | The target user, team, SIP user, or phone number may not exist or may not be loaded. | Create or verify the target first, then reopen the extension form. |
Extension does not route correctly | The target type or target value may be wrong. | Edit the extension and confirm the destination. |
Call queue is not used by a channel | The channel Call Flow may not route to the queue. | Open the channel's Call Flow tab and review the route. |