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An extension is one phone line inside your business, with its own short number, such as 1061. Give each teammate one so calls can ring them, they can call out, and their voicemail is their own. The line can be a desk phone, the Hiveku mobile app, or the softphone that calls from the computer. This guide adds a desk phone at Northwind’s front counter for Jamie Holloway, then shows how a desk phone gets its settings.

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Add the extension

1

Open Extensions

Click Communications in the left rail, then Routing at the top, then Extensions. Click New extension.
2

Fill in the line

Type an Extension number (2 to 6 digits; keep one pattern, such as 1001, 1002 and so on) and a Display name. Pick the Phone type and, under Assign to a person, who the line belongs to. Click Create extension.
New extension: Extension number 1061, Display name Front counter, Phone type Desk phone (Yealink, Polycom and others), Assign to a person Jamie Holloway, all outlined, and Create extension, outlined

A desk phone for Jamie

The phone types:
  • Desk phone: a phone on a desk, such as a Yealink, Polycom or Grandstream.
  • Mobile app: calls on the Hiveku app on their phone.
  • Desktop softphone: calls from the computer.
  • Forward to another phone number: rings an outside number, such as someone’s own mobile.
The new line is in the list, with its type and the person it belongs to. Type its number or name in the search box to find it.
The extension 1061, Front counter, Desk phone, Jamie Holloway, outlined, with No direct number, Account default number as the outbound caller ID, Not registered and Offline

The new line

It shows Not registered and Offline until a phone connects to it. Each person can have one extension of each phone type. If you pick a type they already have, the box says so before you create it, and Create extension stays off until you change the person, the type or the number.
New extension with Desktop softphone and Jamie Holloway picked, and the message Jamie Holloway already has a desktop softphone extension (1001), and each person can have one desktop softphone extension. Assign this one to someone else, leave it unassigned, or pick another phone type, outlined; Create extension is greyed out

Jamie already has a desktop softphone

The Hiveku app is different: each phone someone uses the app on gets its own line by itself, so you don’t add those here.

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Set up a desk phone

1

Tell Hiveku which phone it is

Click the arrow at the left of the line to open it. Pick the Phone model, type the MAC address (the 12 letters and numbers on the label under the phone), and click Save changes.
The 1061 Front counter line opened: Display name, Assigned to Jamie Holloway, Phone model Yealink T54W (WiFi) and MAC address, outlined, Ring timeout, SIP username 1061, Type Desk phone, and Save changes, outlined

The phone's model and MAC address

2

Point the phone at Hiveku

Click Admin at the top, then Provisioning. Copy the Zero-touch provisioning URL with the button next to it, and paste it into the phone’s Auto Provisioning setting (on the phone’s own settings page or menu). When the phone restarts, it downloads its settings and connects itself, with no passwords to type.
Phone provisioning: the Zero-touch provisioning URL with its copy button, outlined; Supported phones, Yealink T31P, T33G, T43U, T53W, T54W and WH62, Polycom VVX 250, 350 and 450, Grandstream GRP2602, GRP2612 and GRP2614; and Assigned phones with 1061 Front counter, outlined

The address the phone gets its settings from

Supported phones lists the models that set themselves up this way. Other phones may work if you type their settings in by hand. Northwind has no desk phone to plug in, so this guide stops here. Once a phone connects, its line shows the phone under Registered on.

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Change or remove a line

Open a line with its arrow to change its name, its person or its Ring timeout (how many seconds it rings), then click Save changes. Voicemail settings sets up its voicemail box, and the Outbound caller ID column picks which of your numbers shows when the person calls out (see Choose the Number and Name People See When You Call). To remove a line, click the trash icon at the end of its row. Hiveku asks first, because the phone on that line stops working within a minute.

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