Overview
The Extensions page shows every phone extension on your system and its current status. The list updates live as calls come in and go out. Use it to check whether someone’s on a call, see what equipment they’re using, or manage their queue memberships.
What you can see
| Column | What it shows |
|---|
| Extension | The extension number and name |
| PBX System | Which phone system and site this extension belongs to |
| Status | Whether the phone is idle, ringing, in use, on hold, or offline |
| Presence | The availability status the user has set: Available, Away, Break, Lunch, or Meeting |
| Latency | How quickly the phone is responding to the system. Lower is better. |
| Equipment | The make and model of the phone registered to this extension |
| Active Call | Details of any call currently in progress on this extension |
Status indicators
| Status | Meaning |
|---|
| Idle | Phone is registered and ready. No active call. |
| In Use | Extension is on a call |
| Ringing | The phone is currently ringing |
| Ring In Use | Ringing while already on another call |
| On Hold | A call is active but on hold |
| Unavailable | Phone is registered but not accepting calls |
| Offline | Phone is not registered and won’t receive calls |
Searching and filtering
- Type in the Search extensions… box to filter by extension number or name.
- Use the All Statuses dropdown to filter the list to a specific status. This is useful for quickly finding who is on a call or offline.
Actions
Click the ⋮ (three dots) button on any extension row to open the actions menu:
- Set DND / Unset DND: turn Do Not Disturb on or off for that extension
- Pause from All Queues: temporarily stop queue calls going to this extension without logging them out
- Unpause from All Queues: resume queue calls to this extension
- Add to Queue: add the extension to a call queue
- Remove from Queue: remove a portal-added queue membership
The Extensions page updates in real time. You don’t need to refresh to see the latest status. The Live Updates indicator in the page header confirms your connection is active.
Frequently asked questions
What does the Presence column show?
Presence shows the availability status the user has set from their My Extension page: Available, Away, Break, Lunch, or Meeting. A dash means no status has been set.
An extension shows Offline. What does that mean?
The phone isn’t registered with the system. This usually means the physical phone is unplugged, powered off, or has a network issue. The user won’t receive any calls until it comes back online.
Why is latency high for one extension?
High latency (e.g. 200ms or more) can indicate a slow network connection between the phone and the system. It doesn’t necessarily stop the phone from working, but very high latency can affect call quality. Log a support call with Pear if you’re concerned. 
