Question 1

Where can Extend be used?

Accepted Answer

Smartphone Subscription Plans : Can be used globally but subscribers must reside in one or more of Extend's Home Countries . There are no roaming fees for usage in Home Countries or Home Away Countries . Usage outside of Home and Home Away Countries is supported via the Day Pass service add-on. When enabled, you will be charged a fixed rate for each twenty four hours of usage. See the Subscription Plans page for more details. Fixed Wireless Device Plans: Can be used only in Home Countries . Roaming is not supported.

Question 2

What devices are supported?

Accepted Answer

Please see our Supported Devices page for more information.

Question 3

How do I enable Webex Go for my employees?

Accepted Answer

Step 1: Provide your Extend reseller with the phone number and email address of each employee you wish to enable (along with service information such as subscription plan, roaming policy, etc.). Step 2: Use the Webex Control Hub to add the numbers you provided in Step 1) to your Webex tenant and select 'mobile number' as their type. Once added, assign those numbers to the Webex users you wish to enable for Extend. Note: You can skip this step if you've given your Extend reseller authorisation to make these changes for you. Step 3: Once a number is assigned, Extend will automatically send a welcome email to the user with instructions for installing an eSIM via a QR code. Once the eSIM is installed, Extend will be active for the user and linked to their Webex account for calling.

Question 4

How do I enable Extend for my employees?

Accepted Answer

Step 1: Provide your Extend reseller with your Teams tenant ID. Step 2: Use the Teams Admin Center to 1) grant employees permission to install the Extend Teams App, and 2) enable the 'SIP devices can be used for calls' config item within the Calling Policy assigned to your employees. (Voice > Calling Policies). Step 3: Provide your Extend reseller with the phone number and email address of each employee you wish to enable (along with service information such as subscription plan, roaming policy, etc.). Extend will automatically send a welcome email to the employee with instructions on how to use the Teams Extend pairing app to install an eSIM and link it to Teams.

Question 5

Which Teams licenses are required?

Accepted Answer

Each Teams subscriber must have a Teams Phone license and PSTN number assigned.

Question 6

How do I know if my device is locked?

Accepted Answer

If you live in a country where device locking is prohibited then your device is likely unlocked (see our Global Availability page to check your country status). Otherwise, there are only two foolproof ways: 1) Insert a SIM from another carrier and make a call. If it works, the device is unlocked. 2) Contact your current mobile service provider. Our Device Unlocking Guide links to the unlocking FAQs for common providers. The following methods work on many devices but are not foolproof: iPhone: Go to Settings > General > About. If "No SIM restrictions" appears next to Carrier Lock, your iPhone is unlocked. Android: Go to Settings > Connections > Mobile Networks > Network Operators and tap Search Now. If multiple names show up, your device is probably unlocked. Device locks apply to all SIM slots in the device. It's not possible to unlock a specific SIM slot.

Question 7

Which Webex licenses are required?

Accepted Answer

Each Webex subscriber must have a Webex Calling Professional license and PSTN number assigned.

Question 8

Does Extend support 5G data?

Accepted Answer

5G data is supported in a majority of our Home Countries and a number of our Home Away and international roaming countries. See our Global Availability page for data speed information per Home Country. If you have a 5G capable device, it will automatically take advantage of 5G speeds when coverage is available.

Question 9

How do I associate my Extend SIM with my Teams account?

Accepted Answer

You will receive a welcome email instructing you to install the Extend pairing app for Teams. Using your Teams application, select 'Apps' and then search for 'Extend'. Click 'Open' on the Extend application and follow the on screen instructions that take you through allocating/installing an Extend eSIM and pairing it with your Teams account.

Question 10

Is SMS/MMS supported?

Accepted Answer

SMS is enabled by default when Extend is used in conjunction with a mobile number. SMS and MMS can be optionally enabled for wireline (geographic) numbers in the U.S. only.

Question 11

How do I unlock a locked device?

Accepted Answer

This depends on the service provider that initiated the lock. Some will automatically unlock after 90 days of service (good job Verizon!). French service providers must unlock devices for free after 3 months. Most however require you to pay off the remaining balance on the device and then request an unlock. Please see our Device Unlocking guide for more information on unlocking procedures for common mobile service providers.

Question 12

Which Webex features are available for my Extend line?

Accepted Answer

Webex features automatically invoked by the server (e.g. presence status updates) or manually via the Webex desktop and mobile clients (e.g. do not disturb) are supported. Use the Webex mobile app to initiate hold/retrieve and transfer functionality for active mobile calls or to uplift calls to a Webex video meeting. Use the DTMF keypad to invoke Webex feature access codes .

Question 13

How can I prevent roaming charges?

Accepted Answer

To ensure you don't incur roaming charges when travelling outside of Home and Home Away Countries, put your device into airplane mode and then re-enable WiFi. Alternatively, you can disable mobile data through your phone's settings and then refrain from making calls, answering calls, or sending text messages while roaming. Receiving inbound text messages does not incur roaming charges.

Question 14

Why can't I make/receive calls on my iPhone?

Accepted Answer

The Extend service leverages Voice over LTE (VoLTE) in order to ensure the highest quality voice experience. iPhones generally enable VoLTE by default but in some cases you must do so manually: Open the Settings app on your iPhone. Tap Cellular (or Mobile Service). If you have dual SIM, select the specific line. Tap Cellular Data Options (or Mobile Data Options). Tap Voice & Data. Toggle the VoLTE switch to ON.

Question 15

What if I receive an error code during the pairing process?

Accepted Answer

End User: Contact your IT department. They will ensure your Teams account is configured correctly for Extend (e.g. has a PSTN number assigned to it). IT Department: Use Teams Admin Center to verify: The 'SIP devices can be used for calls' config item is enabled in the employee's Calling Policy (Voice > Calling Policies). A 'Primary Phone Number' is set for the employee (Users > Manage Users > [Select Employee]).

Question 16

What if I get an error when using the QR code to install an eSIM during the pairing process?

Accepted Answer

Try refreshing the QR code using the Extend app. If that doesn't address the issue, follow the manual installation instructions for your smartphone model (see the 'how to install an eSIM' FAQ above).

Question 17

How should my device APN be configured?

Accepted Answer

If you are using a Supported Device then APN information will be automatically configured. If you are using a Compatible Device then you will need to create the following APNs manually: Data APN Name: globaldata APN: globaldata If your service is enabled for MMS messaging you will need to set the following fields. Otherwise accept the default values for all fields. MMS proxy: 37.18.129.98 MMS Port: 8008 MMSC: http://mms.mobileuc.global/ Hotspot Data APN Name: globalhotspot APN: globalhotspot APN Type: Android 14+: Set to 'tethering' Prior to Android 14: Set to 'DUN'. Some handsets require full capitalization. Reboot your phone for added/changed APN data to take effect.

Question 18

Can I allocate a new number or port an existing number to use with Extend?

Accepted Answer

Extend leverages the number already assigned to a subscriber within their UC platform. You can work with your existing number provider for number allocation and port requests. If your number provider is separate from your Extend service provider you will need to contact your Extend provider to inform them of any number changes.

Question 19

What if I receive a text indicating I've been signed out of my Teams account?

Accepted Answer

Certain events such as changing your Teams password will result in your Extend device being signed out. If this occurs, go to the Extend app within Teams and follow the on screen instructions to sign back in.

Question 20

Can I port my employees' mobile numbers to Extend?

Accepted Answer

As with allocating new numbers, Extend only supports 'port ins' for UK mobile numbers. In the US, most of our resellers support the ability to 'port in' US-based mobile numbers to their wireline service. The ported number technically becomes a wireline number but it retains the ability to send/receive SMS/MMS messages and is therefore a mobile number for all practical purposes. In the rest of the world it is not possible to port a mobile number to Extend or a wireline service provider.

Question 21

If I pay off the remaining balance on my device, will I lose promotional discounts my service provider gave me?

Accepted Answer

This depends on the contract you have with your service provider but it is common practice to retain discounts that you received on the price of the device and any credits you received for a device trade-in. Please consult with your service provider to understand your specific situation.

Question 22

Which Teams features are available for my Extend line?

Accepted Answer

Teams features automatically invoked by the server (e.g. presence status updates) or manually via the Teams desktop and mobile clients (e.g. do not disturb) are supported. The following additional features may be invoked via DTMF using your phone's keypad: Teams Feature Action Enable Do Not Disturb Dial *30* Disable Do Not Disturb Dial *31* Call Forward Immediate Dial *33* Call Forward Unanswered Dial *34* Call Forward Ring Also Dial *35* Disable Call Forward Dial *32* Call Move to Extend 1. Active call on desktop or mobile Teams app. 2. Select Transfer. 3. Enter your DID. 4. Answer the call on your mobile via the Extend line. NOTE: The "Busy on busy during calls" setting in the assigned Calling Policy must be set to "Off".

Question 23

My service provider requires me to pay off my device before they will unlock it. Do I have any other options?

Accepted Answer

Not really but if you are looking to add Extend as a second SIM in your personal device then you can consider moving your primary (personal) service to another service provider. Service providers often offer promotional deals that include reimbursing you for device payoff charges to encourage you to switch.

Question 24

How do I obtain an Extend SIM?

Accepted Answer

This depends on your UC platform and Extend reseller. Some platforms, such as Microsoft Teams and Cisco Webex Go, provide an eSIM directly via their end user portals (see below FAQs on Teams and Webex integration). For other UC platforms, your reseller and IT department will collaborate to provide you with an eSIM (normally via email) or a physical SIM.

Question 25

Why do I receive two incoming call notifications?

Accepted Answer

Both the Teams mobile app and your phone's native dialer provide an incoming call notification. To receive only one, turn off call notifications within the Teams mobile app: Profile -> Notifications -> Custom -> Calls .

Question 26

How do I install an eSIM?

Accepted Answer

Procedures differ based on the device make and model. See the following instructions for popular devices: Google Pixel Samsung iPhone — The eSIM Quick Transfer option is not supported. Please follow the steps for scanning/clicking a QR code. Note: If you are subscribed to the 2nd Line (Background Data) plan then you must ensure that mobile data defaults to your other SIM as the Background Data plan only supports data during active calls. While not required by all devices, we recommend restarting your device after adding a SIM.

Question 27

What if I need a replacement SIM?

Accepted Answer

Please contact your IT department.

Question 28

Why do I not receive calls on my Extend line from Teams contacts that I've marked as Priority?

Accepted Answer

When you set your Teams status to Do Not Disturb, Teams will only allow calls from contacts marked as Priority. At this time, Teams only supports allowing Priority calls through to your native Teams devices (e.g. desktop client, mobile app, etc.). Enabling Call Notifications via the Teams mobile app ( Profile -> Notifications -> Custom -> Calls ) will allow your Extend line to receive priority calls but it will also cause you to receive two incoming call notifications for all calls (one from the Teams mobile app and one from the native dialer).

Question 29

If installed as a 2nd SIM, how do I select the Extend line for making/receiving calls and texts?

Accepted Answer

Procedures differ based on your smartphone make and model. See the following instructions for our currently supported devices: Google Pixel Samsung iPhone

Question 30

Why doesn't call waiting work when I have Extend installed as a 2nd SIM?

Accepted Answer

Current dual SIM capable devices implement a standard referred to as Dual SIM Dual Standby (DSDS). This standard makes use of a single radio within the smartphone to 'listen' for calls on both SIMs. The upside to this approach is a minimal impact to your battery. The downside is you will not receive a call waiting notification on a line (SIM) if you have an active call on the other line (SIM). The exception to this rule is if you have activated and are using Voice over WiFi on one of the lines. Call Waiting will work as usual on a per line basis (i.e. you will receive notification of an incoming call on the same line (SIM) as an active call).

Question 31

Why can't I make an outbound call on my Extend line?

Accepted Answer

Please verify the following. If you are still experiencing an issue, contact your IT department. Verify that you have a signal on your Extend line. A device restart or entering/exiting airplane mode may help. For iPhone users, ensure you have enabled VoLTE on your device: Dual SIM Installation: Go to Settings > Cellular (or Mobile Data in the UK) > [Select the Extend Line] > Voice & Data, Ensure VoLTE slider is On. Single SIM Installation: Go to Settings > Cellular (or Mobile Data in the UK) > Cellular Data Options > Voice & Data, Ensure VoLTE slider is On. If Extend is being used as a 2nd SIM, ensure you have selected the Extend line for your outbound call (see the selecting Extend line FAQ above). Verify you are using a supported phone .

Question 32

Why is my UC Voicemail not picking up my unanswered calls?

Accepted Answer

Check whether you have SPAM filtering enabled via your device (e.g. Call Screen on Pixel devices ) or a third party app. Many of these solutions will answer the call in the background and therefore prevent roll over to voicemail.

Question 33

Does Extend support WiFi Calling?

Accepted Answer

WiFi Calling is supported in the UK for iOS 18+ devices. We will be adding support for additional countries and devices shortly so stay tuned!

Question 34

What is WiFi Calling?

Accepted Answer

WiFi Calling allows you to make and receive calls and texts over a WiFi network. It enhances coverage within buildings and other areas where cellular signals have a hard time penetrating.

Question 35

How do I enable WiFi Calling?

Accepted Answer

Procedures differ based on your smartphone make and model. Please see the instructions below. The status bar will indicate when WiFi Calling is active. Google Pixel Samsung iPhone

Question 36

How do I use WiFi Calling?

Accepted Answer

You don't have to do anything different. Based on your device and its configured WiFi Calling settings, it will choose when to make calls via WiFi and will display 'Wi-Fi' as part of the network name in the status bar. You will make and receive calls using the native dialer just like you would with cellular calling. Please be aware, however, that if you roam out of coverage of the WiFi network, any active calls will drop and have to be re-established. The same is true for calls initiated via the cellular network.

Question 37

How are WiFi Calling calls charged?

Accepted Answer

You can use WiFi Calling without incurring additional fees such as roaming charges. Outbound calls will, however, incur the same PSTN routing fees as if the call was placed via cellular (e.g. a call to an international destination costs the same regardless of cellular vs WiFi Calling).

Question 38

Why don't I see the WiFi Calling indicator?

Accepted Answer

Your phone determines when to leverage the WiFi network for calling. Some phones, such as iPhones, will default to using a cellular signal if one is available even if you are connected to a WiFi network. iPhones also have a WiFi Assist feature which will move data connections to cellular if WiFi quality is degraded. You can force your device to use WiFi Calling by enabling Airplane Mode and then re-enabling WiFi. If the WiFi Calling indicator is still not visible then please validate your device has an active WiFi connection and that WiFi Calling is enabled.

Question 39

Is WiFi Calling call quality the same as cellular calls?

Accepted Answer

WiFi networks do not have Quality of Service (QoS) mechanisms for ensuring voice quality like cellular networks do. You may experience poor audio quality and/or dropped calls if the WiFi network you are attached to is overloaded by other applications or users (e.g. the person next to you at the coffee shop is streaming Netflix).

Question 40

How do I make an emergency call?

Accepted Answer

Dial the emergency number for the country you are currently in if you know it (e.g. 911, 112, 999, etc.). Otherwise, dial the emergency number from your home country. This will work in most cases. Your device will either automatically attempt to use a cellular connection or prompt you to make a selection between cellular and WiFi Calling (if enabled). You should always choose to use a cellular connection when available. This maximises the chance your emergency call will be routed to the Public Safety Answering Point (PSAP) closest to your location, both domestically and while roaming internationally. If no cellular signal is available or you choose to use WiFi Calling, your device will place the emergency call via WiFi Calling (if connected). Emergency calls placed via WiFi Calling are only supported in your home country. All WiFi Calling calls, including those to emergency numbers, will drop if you lose internet connectivity. Your device will automatically provide location information to the PSAP when available but you should be prepared to provide your physical address to the PSAP operator when requested.

Question 41

Can I send a text to an emergency services number?

Accepted Answer

Sending an SMS to an emergency number is supported in a limited number of jurisdictions. It is recommended you always place a voice call to receive emergency services rather than texting. If you send an SMS to an emergency number and SMS is not supported, you will receive an error response indicating it wasn't deliverable.

Question 42

Are iMessage and RCS messaging supported?

Accepted Answer

iMessage is fully supported. RCS is supported on Android devices for mobile numbers and all U.S. numbers. RCS is not supported on iOS devices or for geographic (wireline) numbers outside of the U.S.

Question 43

Do your Fixed Wireless Device plans support Fax?

Accepted Answer

Unfortunately no, not at this time.

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