Extension Pool

What it is

When a field worker calls a customer through Joby, the customer never sees the worker's own phone number. Instead the worker calls your company's masking number and types a 4-digit extension, and Joby connects the two people. The Extension Pool page is the list of those 4-digit codes.

The page shows three counters at the top and one searchable table underneath:

The table below the counters has these columns:

• Extension — the 4-digit code the field worker types.
• Status — a green available tag or a blue in use tag.
• Queue Position — the place in line. Lower numbers get handed out first. A dash means the code has never been in line.
• Assigned To — the lead number and customer name currently holding the code.
• Assigned At — the date and time the code was handed out.
• Actions — a Release button, shown only on rows that are in use.

When to use it

• You want to check that plenty of codes are still free before a busy week.
• A field worker reports a code that will not connect, and you want to see which job it belongs to.
• A job finished days ago but its code still shows in use and you want to free it.
• Masked calls are failing and you want to rule out an empty list as the cause.
• You need to look up which customer a code was pointing at, and when it was handed out.

You do not need this page for day-to-day work. Codes are handed out and returned on their own.

Before you start

• You are signed in as an admin. Team members without admin rights are sent back to the Dashboard.
• Extension Pool appears under Settings›Channels. It is off for new companies — Joby support switches it on.
• A masking number is chosen in Settings›Channels›Phone Masking. That is the number field workers call.
• At least one field worker has masking switched on: Settings›People›Team Members, open the field worker, turn on Call masking.
• The lead has a phone number saved. Without one there is nobody to connect the call to, so no code is handed out.

There is nothing to create by hand. You never type in a code yourself — the list is filled in for you.

Step-by-step

Check what is free

1. Go to Settings›Channels›Extension Pool.
2. Read the three counters at the top: Total Extensions, Available, In Use.
3. The coloured bar under Available and In Use shows each count as a share of the full range.

Find one code

1. In the Extension Pool card, type any part of the number into Search extension... — typing 12 also matches 1123 and 4128.
2. Use the Filter by status dropdown to narrow to All Status, Available or In Use.
3. The table shows 100 rows per page. Use Previous and Next at the bottom to move through the list.

Free a code that is stuck in use

1. Confirm the job really is finished — check the lead named in the Assigned To column first.
2. Find the row and click Release in the Actions column.
3. A “Extension released” message appears in the corner.
4. Click Refresh at the top right of the Extension Pool card. The table does not update on its own.

How to check it worked

• After releasing a code: click Refresh. The row's Status changes from in use to available, the Assigned To and Assigned At cells turn into dashes, and the Release button disappears from that row.
• The counters move: Available goes up by one and In Use goes down by one.
• End to end: send a test job to a field worker who has Call masking on. An Ext: tag appears on their card in the Send Lead Notification window, and the same number shows as in use on this page against that lead.
• The call itself: the field worker dials your masking number, types the 4 digits, and reaches the customer. The call then appears on the lead's Calls tab.

Common mistakes

• Releasing a code while the job is still live. Check the lead in the Assigned To column before you click Release. Only release codes for work that is finished.
• Expecting the table to update itself. Nothing on this page refreshes in the background. Click Refresh after any change, or after someone else sends out a job.
• Thinking a code you released moves to the back of the line. It does not. A code you release by hand keeps the Queue Position it already had, so it can come round again sooner than one Joby freed on its own.
• Expecting Total to equal Available plus In Use. Total Extensions is simply the size of your number range. Available and In Use count the codes that are actually in your list, so the numbers can differ.
• Mixing up codes and phone numbers. You have one masking phone number for the whole company and thousands of 4-digit codes behind it. Adding codes is not the same as buying more numbers.
• Blaming the pool for a masking failure. If Available is healthy, the problem is somewhere else — check the masking number in Settings›Channels›Phone Masking, and check Call masking on the field worker in Settings›People›Team Members.
• Releasing the same codes week after week. That usually means jobs are not being closed out. Fix the closing habit rather than clearing this page by hand.