---
title: "Change Phone Number and Extension"
slug: "change-phone-number-and-extension"
description: "Agents that make and answer calls in Gladly through a separate handset need to specify the phone number you’re using to log in. Learn more."
updated: 2025-01-26T05:12:26Z
published: 2025-01-30T20:01:48Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Change Phone Number and Extension

As an Agent, If you’re making and answering calls in Gladly through a separate handset/desk phone or landline (i.e. a [Direct Dial](https://help.gladly.com/docs/voice-overview) setup), you’ll have to specify the phone number you’re using whenever you log in. This helps ensure that Gladly can forward incoming Customer calls to your number.

But how you do this will depend on whether your company has enabled Hoteling or not:

1. If Hoteling is Enabled
2. If Hoteling is not Enabled

## **Setting your Phone Number if Hoteling is active**

If your organization has hoteling activated, you’ll be prompted to enter your phone number whenever you try to make yourself available for Voice.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/voice-icon.png) and you’ll be prompted to select from a drop-down list of stations.

![Popup window instructing users to select a station for phone call routing in Gladly.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hotel-select-your-station-Gladly-1024x607.webp)

2. Click the field titled **Choose a Station** and select your station from the drop-down list. You can also search for your desk by typing the station name into the field.

![Dropdown menu for selecting a station in Gladly's interface with instructions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hotel-select-desk-Gladly-1-1024x868.png)

3. Once you've selected your station, click **Submit**.

![Popup window for selecting a station in Gladly for phone call routing.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hotel-submit-desk-Gladly-1024x794.webp)

- If your station is already taken, you’ll see a warning, prompting you to either **Claim** the station anyway or select a new station. If you’re at the correct station, click **Claim**. Otherwise, choose a new station, and click **Submit**.

![Popup window for selecting a station in Gladly, with claim option highlighted.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hotel-selection-error-Gladly-1024x865.webp)

4. And that’s it, you’re done! You can hover over the Voice Availability button at any time to see what station you’re signed into. And if you want to change stations, click on the Change Station button.

![Displaying current usage of desk 1 with an option to change station.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hotel-confirmed-Gladly-1024x667.png)

## **Setting your Phone Number if Hoteling is not active**

With Direct Dial setup and Hoteling not activated, a specific phone number must be assigned to each user profile in Gladly, and the number is manually added to the user’s Gladly profile. Calls made to this phone number are only received in the Gladly user profile associated with the phone number. When calls come in, a desk phone and an incoming call banner will ring in Gladly.

![Contact information for Gerard, including phone number and email address displayed prominently.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hotelling.webp)