Each agent can have his own extension number for receiving direct calls from customers .
To configure them, you need to go through each agent, to add the extension number manually:
1. Go to the Agents menu
2. Click on the pencil icon to Edit the agent you want to change the extension number.
3. Go to the Call settings section and edit the extension number.
4. Click on Save Changes
5. Repeat the steps for every agent you want their extension changed.
6. You may want to change the default greeting message to let the caller know they can input an extension number. The default message doesn't ask for it.
Now, customers can call your agents dialing an extension number after the greetings message.