Extensions
Score calls by phone extension instead of by named agent, and choose which campaign evaluates each extension.
Elite plan required — Upgrade needed to unlock QA Calls features!
Created: September 16, 2026
Updated: September 16, 2026
Overview
Some teams don't track calls by agent name — they track them by the phone extension that handled the call (for example a front desk, a shared queue, or a department line). The Extensions page lets you list those extensions and link each one to the QA campaign that should score its calls.
Extensions and Agents are two ways of answering the same question: who does a scored call belong to? Your organization uses one or the other, never both at the same time.
Before You Start
- Open QA Calls. Use the product switcher in the top bar and choose QA Calls. It is available to organization admins and to members who have been given access to the QA Calls module. QA Calls features are unlocked by the Elite or Enterprise support plan.
- Switch the evaluation mode to Extensions. The Extensions tab only appears in the QA Calls menu when an organization admin sets Admin → Evaluation Mode to Extensions. While the mode is set to Agents (the default), you'll see the Agents tab instead. See QA Admin.
- Create at least one active campaign. Every extension must be linked to an active campaign. See Campaigns.
- Permissions. The Extensions tab uses the same permission as the Agents tab. Members need write access to QA Agents to see the Add Extension button.
The Extensions List
Go to QA Calls → Extensions. The page is titled Extensions with the subtitle Phone extensions evaluated by QA — manage which campaign scores each one. Each row shows:
| Column | What it shows |
|---|---|
| Label | The friendly name you gave the extension, with the extension number underneath (for example Ext. 101). |
| Campaign | The campaign that scores this extension's calls, or Not assigned. |
| Status | Active or Inactive. |
| Last Updated | When the extension was last changed. The list is sorted newest first by default. |
| Actions | Edit (pencil) and remove (trash) buttons. |
Use the search box (Search by label, extension or campaign...) to filter the list. Columns can be sorted and resized, and the list pages at 10, 25, or 50 rows. If no extensions exist yet you'll see No extensions yet with an Add Extension button.
Adding an Extension
- Click + Add Extension in the top-right corner.
- Fill in the Add Extension form (fields marked * are required):
| Field | Details |
|---|---|
| Label * | A name people will recognize, e.g. Front Desk. |
| Extension * | The extension number, e.g. 101. Must be a positive whole number and unique within your organization. |
| Files per Run | The maximum number of recordings analyzed per run for this extension. Must be a positive whole number. Defaults to 1 (leaving it blank also uses 1). |
| Campaign * | The campaign that scores this extension. Only active campaigns are listed; if you have none you'll see No active campaigns available. |
| Extension is active | On by default. Inactive extensions are skipped by scheduled analysis. |
- Click Add Extension. The button stays disabled until the required fields are valid.
If you see That extension already exists in this organization, the number is already on the list — edit the existing row instead of adding a new one.
Editing or Removing
Edit: click anywhere on a row, or click its pencil button, to open Edit Extension. Change any field and click Save Changes. To pause scoring for an extension without deleting it, turn off Extension is active.
Remove: click the trash button, then confirm with Remove in the Remove Extension dialog. This action cannot be undone.
Files per Run & Scheduled Analysis
Besides manual uploads on the Upload page, VINSI can analyze recordings automatically in scheduled runs. Each active extension contributes up to its Files per Run recordings to each run, scored by the campaign you linked. Raise the number for busy extensions so their backlog clears faster.
Organization admins can review every run — and manually assign recordings that couldn't be matched — under Admin → Run History. See QA Admin. Scored calls appear on the Results page.