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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.

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Device types

Desk phone

A phone on your desk. Supported Yealink, Polycom and Grandstream models set themselves up once you give them your phone settings address: they download their settings and connect by themselves.

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.

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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.

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Setting up a desk phone

A supported desk phone sets itself up: give it your account’s phone settings address and it downloads its settings and connects by itself, with no passwords to type.
1

Add the phone's model and MAC address

Open Communications > Routing > Extensions, open the desk phone’s row, pick its Phone model and type its MAC address: the 12 letters and numbers on the label under the phone. You can also set them for every desk phone in one list, Assigned phones, under Communications > Admin > Desk phones.
2

Paste the phone settings address into the phone

Copy the Phone settings address from Communications > Admin > Desk phones and paste it into the phone’s Auto Provisioning setting, on the phone’s own settings page or menu. Yealink and Polycom phones fill in their own MAC address where the address says {mac}. For other phones, replace {mac} with the phone’s MAC address.
3

Restart the phone

When it starts up, it downloads its settings and connects.
Supported models: Yealink T31P, T33G, T43U, T53W, T54W and the WH62 wireless headset; Polycom VVX 250, 350 and 450; Grandstream GRP2602, GRP2612 and GRP2614. Other phones may work, but you type their settings in by hand.

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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.

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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

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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.

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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.

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Multiple devices, one person

You can register multiple devices to the same person — desk phone, browser, and as many mobile phones as you like. All of them ring on inbound calls, and outbound from any device shows the same caller ID. This is the standard “follow me” pattern. Each phone signed in to the mobile app registers as its own device automatically — sign in on a second phone and both ring. The Extensions tab includes a Mobile devices panel listing every phone signed in to the mobile app, with the owner, device model, OS and app version, the extension it rings, when it was last seen, and its push notification health. Click Stop ringing this device to revoke a phone — the lever for a lost phone or a former employee’s device. Incoming calls stop reaching it immediately, and it only starts ringing again if someone signs in to the app on it. A mobile app line also stops ringing with the person’s other phones once no phone has registered on it or made or answered a call on it for 30 days. Its row under Communications > Routing > Extensions shows Inactive and when its phone last registered, and Remove inactive lines deletes those lines after asking. A line rings again as soon as someone signs in to the app on that phone, or closes the app and opens it again. A call made on it brings it back within a day.

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API

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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.

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Next steps

Ring groups

Group multiple extensions for inbound routing.

IVR

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