Extensions

An extension is a phone extension number that connects a call to a specific team user in Evalua. Extensions are the mechanism that identifies which agent handled a call.

How Extensions Work

1. Your phone system records a call and includes the extension number that handled it
2. Evalua receives the call and matches the extension to a team user
3. The call appears under that team user's record and is evaluated accordingly

Who Has Extensions

• Agents are required to have an extension number. This is how Evalua knows which calls belong to them.
• Provisioned Agents are defined entirely by their extension number. They exist to track calls for people who don't need login access.
• Supervisors and Company Admins can optionally have an extension if they personally handle calls.

Setting Extensions

Extensions are set when adding or editing a team user — either from a workspace's Settings → Team or from Company Users. Each extension should be unique within a company to ensure calls are attributed to the correct person.

Unmatched Extensions

If a call comes in from an extension that isn't assigned to anyone in the company, the call is still recorded and transcribed but won't be linked to a specific team user.