Setting up a Message-Only Extension | BT Cloud Work

A Message-Only Extension is a special extension that routes all calls received to its voicemail box.

NOTE: You need to be an account administrator to perform the actions indicated in this article. Make sure that you are currently logged in to your BT Cloud Work online account as an administrator.

Adding a Message-Only Extension

1. Log in as an administrator to the BT Cloud Work online account.
2. From the Quick Access homepage, click Manage Groups under Groups, and then click Message-Only Extensions. Alternatively, you can navigate to Phone System > Groups > Message-Only Extensions.
3. Click the New Message-Only Extension button.
4. Select a Site (for multi-site accounts), enter the Extension Name, Extension Number, and Email address.
5. Click Save.

Activating a Message-Only Extension

You will receive an email confirmation for the extension. Click the confirmation link provided in the email and follow the on-screen instructions.

Resending a welcome email to activate a Message-Only Extension

If you want to skip the activation process, you can always return to it and resend a welcome email where the link can be found to activate it.

1. Log in as an administrator to the BT Cloud Work online account.
2. From the Quick Access homepage, click Manage Groups under Groups, and then click Message-Only Extensions. Alternatively, you can navigate to Phone System > Groups > Message-Only Extensions.
3. Select the extension you want to activate.
4. Click the Message-Only Extension Details tab. Verify that the email address is correct, then click Send Invite.
5. Check your email and click on the link provided to activate the new extension.

Checking the status of your Message-Only Extension

After creating a new Message-Only Extension, you will need to activate it. Your created extensions will show a Not activated status. Under the Status column, you will find the following statuses:

• Enabled: Indicated by a green checkmark, this means that the extension is activated or enabled.
• Disabled: Indicated by a red x mark, this means that the extension is disabled. The user will be restricted from inbound and outbound calls.
• Not activated: Indicated by a gray right-pointing arrow, this means that the extension is not yet activated. The user has not yet set up a password. 

Adding a Direct Number to your Message-Only Extension

1. Log in as an administrator to the BT Cloud Work online account.
2. From the Quick Access homepage, click Manage Groups under Groups, then click Message-Only Extensions. Alternatively, you can navigate to Phone System > Groups > Message-Only Extensions.
3. Click the Message-Only Extension you want to manage.
4. Click the Direct Numbers tab, then click the Add Direct Number button.
5. Select a Location. You may select Domestic - US/Canada or another country (more on this below).
6. Select a Number Type. Options include Local Number, Toll-Free Number, and Vanity (more on this below).
7. Click Next.
8. Review the charges (if any) and click the acknowledge box. Click Next.

Selecting a location when adding a direct number

• Domestic - US/Canada
• Country
  • Self-service countries: This allows you to select an international or toll-free number.
  • Agent-supported countries: Requires verification of a physical address. Contact BT Cloud Work Support using the specified numbers for assistance.

Selecting a number type when adding a direct number

• Local Number: Select the State and Area Code. Select one or more numbers and click Add Numbers.
• Toll-Free Number: Select a toll-free prefix. Select one or more numbers and click Add Numbers. There’s a $30 one-time setup fee for each number if you select 800 as your toll-free prefix.
• Vanity: Enter a number that helps customers remember your business phone number. Click Search to check availability. Enter the captcha, select a number, and then click Add Numbers. There’s a one-time setup fee for each vanity number you select.

For more details on the steps, visit Add a Direct Number to a Group in the BT Cloud Work Account.

Configuring Message-Only Extension Settings

Once the Message-Only Extension has been activated, you can now configure its settings. The following can be modified at this point:

• Message-Only Extension Details: This allows you to edit the extension number, name, company name, contact phone, email address, security settings (password, PIN, and security question and answer), and regional settings (time zone, time format, home country code, and greetings language) of a specific extension. You may also disable and delete the extension in this section.
• Direct Numbers: This allows you to add local, toll-free, and vanity numbers where calls will be routed to. 
• Messages & Notifications: Enables you to set up the extension’s voicemail greeting, assign an extension/user as the message recipient, preview messages and voicemail, and modify notification settings.

Checking your Message-Only Extension’s voicemail

1. Log in to the BT Cloud Work online account.
2. Enter your company’s main phone number, then click Next.
3. Enter your Message-Only Extension number in the Extension field.
4. Enter your password, then click Sign In.

   NOTE: If you select Stay signed in, you will be automatically logged in to your account the next time you visit the site.

5. Click the Messages tab at the top left.
6. Navigate to the Inbox, then play the voicemail that you need to check.