Whether you are adding a user, removing an extension, or you're just assigning a new user to an existing extension, this guide will help you make the necessary changes.


Always update:

Billing - If you are adding an additional or removing an existing user, remember to notify Freshphone so we can update your extension number for your monthly service charge.

  • Send an email to support@freshphone.com

  • Note: You may be required to keep certain extension minimums depending on your plan.


Extension Name - This is the name that appears on the phone screen and for internal calls.


Hub User - This gives the user access to their online Hub.


Personal Voicemail Greetings - These are the recordings that play for the extension's voicemail 


Update as needed:

Shortcut Keys - These are the programmable keys on your phone. The key labels and destinations may need to be updated for new users.


System Greetings - If there are greetings for incoming calls that mention the employee's name, you may need to update the greeting to change the name spoken.


Incoming Call Destinations - Depending on your system architecture, employee turnover may require changing who and how calls are answered.

  • Send an email to support@freshphone.com and describe your changes. Your system Architect will make and confirm the changes with you.


Dial-By-Name Directory - If you utilize a directory, Freshphone can update the name for incoming callers


Fax-to-Email - Authorize a new user to send outbound faxes via email.


Cell Phone App - Make and answer business calls from your cell phone.

For removal, just notify support@freshphone.com.