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Adding a New Extension or User in 3CX

When you hire someone new or need to add a phone line, this guide walks you through creating the extension, setting up a desk phone, and checking your license capacity.

Before You Start — Check License Capacity

Each active extension in 3CX uses one license seat. Before adding a user, confirm you have seats available:

  1. Log into the 3CX Admin Console in your web browser.
  2. Go to the Dashboard. Your license information appears in the top area, showing how many seats are in use and how many remain.
  3. If you're at your seat limit, contact DVGVoIP at solutions@dvgvoip.com to add seats — do not proceed until seats are available.

DVGVoIP hosted plan customers: adding seats changes your monthly billing. Contact us at solutions@dvgvoip.com before adding extensions so we can update your plan.

Step 1 — Create the User

  1. In the Admin Console, go to Admin › Users › Add User.
  2. Enter the user's First Name and Last Name.
  3. Enter their Email Address — this is where their welcome email and login link will be sent.
  4. Choose an Extension Number. Pick a number not already assigned to another user, ring group, queue, or IVR. Typically 3- or 4-digit numbers are used (e.g., 101, 102, 201).
  5. Optionally enter a Mobile Number — this allows the user to receive forwarded calls on their mobile when out of the office.

Step 2 — Set Passwords

  1. Under the Authentication section, a SIP Password is auto-generated. You can leave this as-is — it's used by phone hardware and the app to register with the server.
  2. Set a Web Client Password — the user will use this to log into the 3CX web client or desktop app. Choose something secure.
  3. Click Save.

Step 3 — Assign to Groups (Optional)

If this user should be part of a department, ring group, or call queue, add them now:

  1. To add to a ring group: go to Admin › Ring Groups, open the relevant group, and add the new extension to the members list.
  2. To add to a call queue: go to Admin › Call Queues, open the queue, and add the extension under Agents.

Step 4 — Welcome Email and App Setup

After saving the new user, 3CX automatically sends a welcome email to the address you entered. This email contains:

  1. A link to log into the 3CX Web Client.
  2. A QR code the user can scan with the 3CX mobile app (iOS or Android) to configure it instantly.
  3. Instructions for downloading and setting up the desktop app.

If the user doesn't receive the welcome email, check their spam folder. You can also resend it from Admin › Users › click the user › Resend Welcome Email.

Step 5 — Provision a Desk Phone (Optional)

If the new user will have a physical IP desk phone, 3CX can auto-provision it over the network once you register the phone's MAC address:

  1. Find the phone's MAC address — it's printed on a sticker on the bottom of the phone.
  2. In the Admin Console, go to Admin › Phones › Add Phone.
  3. Enter the MAC Address, select the phone Model from the dropdown, and assign it to the new extension.
  4. Click Save.
  5. Plug the phone into the network. It will contact the 3CX server, download its configuration, and come online within a few minutes. No manual setup is required on the phone.

Phone auto-provisioning requires the phone to be on the same network as your 3CX server, or for the provisioning URL to be reachable from the phone's location. Contact DVGVoIP if remote-site phone provisioning is needed.

Supported Phone Brands

3CX supports auto-provisioning for most major IP phone brands, including Yealink, Fanvil, Poly (formerly Polycom), Snom, and Grandstream. If you're unsure whether your phone model is supported, contact DVGVoIP before purchasing hardware.

Need Help?

Open a support ticket by emailing support@dvgvoip.com before calling — this helps us resolve your issue faster. Or call (807) 700-7111.

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