Creating an Agent Extension
Written by Pat Parkhill
Updated at August 4th, 2025
Along with things like voicemail and direct lines, agents can also be set up with extensions so that customers can reach them directly. Here's a sample of what an agent extension could look like in the LiveVox platform:
If you're interested in setting up an agent with an extension, our LiveVox Customer Care team can assist you.
Requesting an Agent Extension Setup
To request an agent extension, Customer Care will need the following information:
- For each agentextension you'd like set up, they'll need:
- Agent Logon ID
- Agent's name
- Extension number (can be between 3 - 7 digits of your preference)
- Permission to change the password of any agent receiving an extension to "livevox1" briefly for quality assurance testing
- Inbound service information (service where the prompt to dial an agentextension will be played):
- If the inbound service already has extensions enabled, simply provide the Service ID
- If the inbound service is not set up to use extensions, provide the Service ID as well as a sample message flow of how you would like callers to be prompted to dial an extension
- If you need a new inbound service and extensions to be set up, we'll also need to look at Requesting a New Inbound Service