Skip to main content
An extension is a SIP endpoint — the technical name for a phone (or app) that can place and receive calls on Hiveku. Every user who needs to take calls has at least one extension. Each extension has its own number (typically a 3- or 4-digit internal extension like 101, 215), credentials, and voicemail box. Manage extensions in /dashboard/communications/ under the Extensions tab.

​
Device types

Desk phone

Physical SIP phone — Polycom, Yealink, Cisco, Grandstream, etc. Auto-provisioned by MAC address. Plugged into Ethernet, ready in seconds.

Mobile softphone

iOS and Android apps. Log in with your Hiveku credentials and your extension follows you.

Browser softphone

Built-in WebRTC phone in your Hiveku dashboard — no install. Best for hybrid teams that already live in the dashboard.

Bring your own SIP

Any SIP-compliant device or software. Use the credentials Hiveku generates to register.

​
Create an extension

1

Open Extensions

From /dashboard/communications/, click the Extensions tab and choose New extension.
2

Pick the user

Each extension belongs to one user account. The user gets the credentials and the voicemail.
3

Pick the extension number

A short internal number — 101, 215, 4001. Hiveku suggests the next available.
4

Configure outbound caller ID

Which DID this extension uses on outbound calls. Default is the account’s primary number.
5

Set voicemail PIN

A 4-6 digit PIN protects the voicemail box. Required.
6

Pick a device type

Desk phone (auto-provision by MAC), mobile, browser, or BYO SIP.

​
Auto-provisioning desk phones

Hiveku supports zero-touch provisioning for major SIP phone brands. Plug the phone in, register the MAC, and the device pulls config and reboots ready to use.
Models: VVX 250/350/450, Edge E series. Add the MAC in the Provisioning tab, plug the phone into a network with internet, and on first boot it downloads its config from Hiveku’s provisioning server.
Auto-provisioning requires the phone’s MAC address (printed on the underside of the device) and that the phone has factory firmware or a Hiveku-compatible provisioning URL pointed at it.

​
Mobile softphone

The Hiveku Phone app (iOS and Android) registers your extension to your phone. You can take calls anywhere with cell or wifi data.
1

Download

“Hiveku Phone” on the App Store and Google Play.
2

Sign in

Log in with your Hiveku account credentials.
3

Pick the extension

If you have multiple extensions, pick which one to register on this device.
4

Allow notifications

Push notifications wake the app for incoming calls. Without them, calls only ring when the app is in the foreground.
Register the same extension on a desk phone AND a mobile softphone simultaneously — both ring on incoming calls. Pick up wherever’s nearest.

​
Browser softphone

The browser softphone is built into the dashboard — no download. Click the phone icon in the top nav of /dashboard/communications/ and pick Open phone. A floating panel appears.
The browser softphone needs microphone permission. Use Chrome, Edge, or Safari — Firefox WebRTC has compatibility quirks. For best audio, use a USB headset; built-in laptop mics produce noticeable echo.
The browser phone supports:
  • Inbound and outbound calls
  • Hold, mute, transfer (blind and attended), conference (3-way)
  • Click-to-call from CRM contact pages
  • Inline call recording (subject to compliance settings)
  • Visual voicemail and call history

​
Voicemail

Each extension has a voicemail box with a 4-6 digit PIN. When a call goes to voicemail:
  • The caller hears the greeting (default or custom-recorded)
  • A recording is saved
  • The user gets an email with the audio attached and a transcription
  • The voicemail shows up in the dashboard under Calls with a “Voicemail” filter
Configure greetings, transcription on/off, and email-to-voicemail address from the extension’s detail page.

​
Outbound caller ID

By default, an extension uses the account’s primary DID for outbound caller ID. Override per-extension when:
  • A sales rep should outbound from a regional local number
  • A support agent uses the toll-free number on outbound
  • A user has multiple personas (sales + recruiting on the same Hiveku account)
The override is enforced server-side — even if the device claims a different caller ID, Hiveku rewrites it to the configured DID.

​
Multiple devices on one extension

You can register multiple devices to the same extension simultaneously — desk phone, mobile, and browser. All ring on inbound; outbound from any device shows the same caller ID. This is the standard “follow me” pattern.

​
API

# List extensions
curl https://api.hiveku.com/api/communications/extensions \
  -H "Authorization: Bearer hk_live_xxx"

# Create an extension
curl -X POST https://api.hiveku.com/api/communications/extensions \
  -H "Authorization: Bearer hk_live_xxx" \
  -d '{
    "user_id": "user_01",
    "extension": "101",
    "outbound_caller_id_did": "+14155551234",
    "voicemail_pin": "1234"
  }'

​
Troubleshooting

Check that the MAC address is entered correctly (usually printed on the bottom of the phone, no colons), the phone has internet access, and you’ve factory-reset before provisioning. Some old firmware versions need a manual upgrade first.
Almost always a NAT/firewall issue. The phone (or computer) is behind symmetric NAT and can’t establish RTP. Solutions: enable STUN, use a SIP-aware router, or use the browser softphone which handles NAT via WebRTC ICE.
Check Settings > Hiveku Phone > Microphone permission. Also check Bluetooth — if a paired headset disconnected mid-call, audio routes to a non-existent device.
Check Settings > Email and confirm your sending domain is verified. Voicemail email goes through Hiveku Email.

​
Next steps

Ring groups

Group multiple extensions for inbound routing.

IVR

Add a “press 1 for sales” menu in front of your extensions.