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How Devices Work

To make or receive calls, a user needs two things: an extension β€” their unique internal number β€” and at least one device β€” the phone the call actually rings on. Devices are managed under Settings β†’ Devices, in one list per device type.

If you want to get an agent calling right away, follow Set Up Calling for Your Agents β€” it takes you through the steps in the order the system requires.

What Is the Difference Between an Extension and a Device?

An extension is a unique user identification in Daktela – a number that is mandatory for every user. It can only be changed when the user is logged out.

A device is what takes care of the technical side of calls. A device is not reachable by itself – only an extension is. The extension number can be the same as the device number. A user can have several devices assigned to them at once (e.g. a hardware SIP phone in the office and a mobile phone) and can specify how long a call will ring on each of them.

flowchart LR
    caller["Colleague dials 510"] --> ext["Extension 510<br>(Jane's unique number)"]
    ext --> d1["SIP phone 330<br>(office desk phone)"]
    ext --> d2["Daktela device 821<br>(softphone in the app)"]
    ext --> d3["External number<br>01444 123456 (mobile)"]

Example

When agent Jane's user profile is created, she receives the extension 510. Jane has several devices – a hardware SIP phone in the office (device 330), a software SIP phone in her laptop (device 821) and a mobile phone (external device 01444 123456). Her unique ID – her extension – is always 510. When her colleagues want to call Jane, they dial 510 and all her devices will ring either at once or in the sequence set up in her user detail.

If a user doesn't have a device permanently assigned, they can choose a device dynamically after logging in to Daktela β€” see Permanent Assignment vs Dynamic Selection below.

The Device Types

Device type What it is When to choose it
Daktela devices A softphone built directly into the Daktela application β€” nothing to install. Works in Google Chrome and Firefox. The zero-install default for agents who work in the browser.
SIP devices A hardware SIP phone on the desk, or a third-party software SIP phone. See SIP Phone Setup for guides to specific phone models. Desk phones, or agents who prefer a dedicated softphone.
External numbers A mobile phone or other external phone number that rings when the user's extension is called. Agents who take calls on their mobile.
MS Teams devices Calls placed and received directly inside Microsoft Teams via Direct Routing. Requires a one-time integration set up in coordination with Daktela support. Organizations whose agents live in MS Teams.

Permanent Assignment vs Dynamic Selection

There are two ways to put a device in a user's hands. Both start from a device created under Settings β†’ Devices:

  • Permanent assignment β€” open the user detail in Settings β†’ Users β†’ List of Users and add the device to the user. The device then rings whenever the user's extension is called.
  • Dynamic selection β€” turn on Available for dynamic selection in the device detail. Agents pick the device from the device selection in the static panel after they log in β€” useful for shared desks and hot-seating.

Every device type has the Available for dynamic selection toggle in its detail.

Before You Start

  • Administrator access to the Devices module.
  • Users created, with extensions β€” see How Users & Rights Work.
  • A picture of who needs which device type β€” use the table above.

Ready? Continue to Set Up Calling for Your Agents.