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An **Extension** in the SMS-iT CRM system allows configuring a dedicated phone number or extension for an individual user or department. Extensions can be used to route calls to specific people, take voicemails, or provide information via audio greetings and messages. They are a useful way to organize and manage incoming calls for a business.

For a Personal extension:

**1.** Select "Personal" as the extension type. This will create an extension for an individual user.
**2.** Enter the first and last name of the user the extension is for.
**3.** Provide an email address to send any notifications or messages related to this extension.

For a **Department** extension:

**1.** Select "Department" as the extension type. This will create an extension for a shared department.
**2.** Enter the name of the department the extension is for.
**3.** Provide an email address to send any notifications or messages related to this extension.

The rest of the setup is the same for both department and personal extensions:

When setting up an extension, you should:

**4.** Enter the full **Extension Phone Number** that external callers will use to reach this extension. In this example, it's "Pilvo1818".
**5.** Set a shorter **Extension Number** that will be used internally to route calls to this extension. Here it's "7".

**6.** Optionally upload an image to associate with the extension. This could be a photo for an individual user or logo for a department.
**7.** Set the extension status to Activated to enable it or Deactivated to create it without enabling it yet.

**8.** Configure the extension greetings. Options include:
Text To Speech: Automatically convert written text to an audio greeting
Voice Recording: Record an audio greeting directly
Upload Audio Files: Upload pre-recorded audio file to use as the greeting
**9.** Customize the greetings message, such as providing instructions on leaving a voicemail.