Once the extension has been added to the account & the agent/device is paired to the extension

Please see - Associating the extension with the user

This article explains how to configure extension behaviour in the NUACOM user portal.
Extension rules control how calls are handled when:

• A call is made directly to the extension (DDI), or

• An internal call is made to the extension

How to Access Extension Settings

1. Log in to the NUACOM user portal

2. Go to Settings → Extensions

3. Select the extension

4. Click Edit

(See below)

Available Extension Settings

Voicemail to Email

By entering a valid email address:

• A copy of the voicemail audio file is sent by email

• A voicemail transcript is included (where available)

This applies whenever a voicemail is left for the extension.

Call Limit / Call Waiting Action

Defines what happens when a second call reaches the extension while it is already on a call.

Available options:

• Busy Tone
  The caller hears a busy tone and the call ends

• Voicemail Busy Message
  The caller can leave a voicemail
  (Voicemail must be configured for the extension)

• Select Extension or Leave Voicemail
  The caller can choose to forward the call to another extension or leave a voicemail

• Ignore the Call Limit (Default)
  Call waiting is enabled
  The second call is held until the extension becomes available

• Trigger the DDI Busy Action
  Uses the DDI Busy Action settings defined below

Timeout Action

Defines what happens when a call rings the extension but is not answered within the timeout period.

Available options:

• Voicemail
  The caller can leave a voicemail
  (Voicemail must be configured)

• Busy Tone
  The caller hears a busy tone and the call ends

• Divert to Extension / Shortcode / DDI
  Forward the call to:

  • Another extension

  • A shortcode

  • Another DDI (including external or mobile numbers)

DDI Busy Action

Defines what happens when a call reaches the extension while it is already on a call, specifically for direct inbound calls (DDI).

Available options:

• Voicemail
  The caller can leave a voicemail
  (Voicemail box must be configured on the same extension)

• Busy Tone
  The caller hears a busy tone and the call ends

• Divert to Extension / Shortcode / DDI
  Forward the call to another destination, including external or mobile numbers

Device Monitor

By entering a valid email address:

• An email alert is sent if the extension goes offline for more than 5 minutes

Important notes:

• Monitoring is active only between 09:00 and 17:00 (GMT)

• Alerts are sent only during this time window

Live Call Monitoring (Premium / Enterprise Only)

These options are available on Premium and Enterprise subscriptions only:

• Allow to be listened to

• Allow to listen to others without PIN

These settings enable Live Call Monitoring features.

 For more details, see the Live Call Monitoring article.