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Create an extension

Add a new extension for a user, agent, or shared seat. Decide between WebRTC, hardware SIP, and PSTN-forward extensions.

An extension is the unit hey-quad uses to ring a person or shared seat. Every inbound call eventually targets one or more extensions, and outbound calls leave from an extension's caller-ID.

Three kinds of extension

  • WebRTC — rings the in-browser softphone. No hardware. The user signs into the dashboard and picks up calls in any tab. Best for new teams.
  • Hardware (SIP) — provisions to a desk phone (Yealink, Polycom, etc.) using device autoconfig. Best for offices with existing handsets.
  • PSTN forward — rings a regular phone number (cell, landline). No hey-quad app required. Best for solo operators or agents in the field.

You can mix and match — one extension can ring a softphone, a desk phone, and forward to a cell, all in parallel.

Steps to create

  1. In the dashboard, open Extensions and click New extension.
  2. Pick a number — typically 100, 101, 102 for the first few. Three- or four-digit numbers are conventional.
  3. Set the label (e.g. "Reception", "Sales — Jane").
  4. Choose the kind: WebRTC, Hardware, or PSTN forward.
  5. (Optional) Assign the extension to a user so they can sign in and answer calls from the softphone.
  6. Save.

Routing calls to it

Once the extension exists you can:

  • Set a phone number's default routing target to the extension (the simplest flow).
  • Drop a Ring extensions node into a call flow and pick the extension. Useful when multiple extensions ring in parallel or in sequence.
  • Add the extension to a queue so calls go to whichever agent is free.

Common gotchas

  • WebRTC extensions only ring while the user is signed in. If they close every tab, the extension stops ringing. Add a fallback PSTN forward to cover after-hours.
  • Hardware extensions need autoconfig URL to be entered into the phone — see Phone numbers → Devices for the provisioning flow.
  • Inactive extensions are skipped by requestAgent. Toggle the active flag in the extension settings if a call isn't ringing where you expect.
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