Why users shouldn't share extensions

In the old PBX world, an extension was just a number wired to a desk phone — and it was common for two or three people on different shifts to share it. Drömlik works differently. An extension here isn't a phone number; it's a person's communication identity. It carries their presence, their voicemail, their call history, their chat threads, their CRM links, and the audit trail of everything they do in the system. Sharing that identity between employees technically works, but it quietly breaks a lot of what makes a modern UCaaS platform valuable.

1. An extension represents one person

Every Drömlik extension is meant to map to a single human being. Once two or more people log in under the same identity, Drömlik can no longer tell who did what — who answered, who transferred, who changed a setting, who listened to a voicemail. Most of the platform's value depends on that link between an action and a person.

2. Reporting and analytics become unreliable

Drömlik's reports — call volume, missed calls, average handling time, availability, response time, customer interaction history — are all built from per-user data. A shared extension blends two or three people's behaviour into one row, which means:

• You can't see who is over- or under-loaded.
• You can't coach individuals on missed calls or long handling times.
• Trends and ranking become meaningless across shifts.

3. Accountability and ownership

With a shared extension you can rarely answer simple questions like:

• Who picked up that call from the customer this morning?
• Who promised the follow-up?
• Who changed the call-forwarding rule yesterday?

Individual extensions give every action an owner — which protects both the customer and the employee.

4. Presence and availability

Presence in Drömlik (Available, Busy, Away, Do Not Disturb, On a call) is meant to reflect a person's state, not a seat. A shared extension can only show one presence at a time, so the system — and colleagues using the operator panel, contact center, or mobile app — can't tell who is actually reachable.

5. Customer experience

Customers experience better service when there is a clear owner for their case. Shared extensions make interactions less personal, harder to hand over, and harder to follow up on. Individual users give customers continuity.

6. Security and auditing

Drömlik logs configuration changes, voicemail access, call recording playback, chat messages, and sign-in events per user. Shared accounts break that audit trail — you can see that something happened, but not who did it. For GDPR, internal policy, and incident response, that matters.

7. Integrations and digital workflows

Drömlik connects to CRM systems, helpdesks, collaboration tools, AI services, and reporting platforms. Every one of those integrations assumes the action came from a specific user — so it can attach the call to the right ticket, the right deal owner, or the right Teams account. Shared extensions degrade or break those links.

8. Shift-based teams are not an exception

Different shifts are often given as the reason to share an extension. In practice it's the opposite: shift-based teams benefit the most from individual extensions because Drömlik can then:

• Track each employee separately across shifts.
• Apply the right schedule and presence rules per person.
• Measure performance per shift and per agent.
• Keep voicemail, history, and settings tied to the right user.

9. Future scalability

Roles change. People move to remote work, take on supervisor responsibilities, need different permissions, or join the contact center. Individual extensions make those changes simple — a shared extension forces a painful restructuring later.

Recommended practice in Drömlik

Give every employee their own extension and user account. Reserve shared numbers for genuinely shared functions:

• Queues for contact-center style distribution.
• Ring groups for small teams that should ring together.
• Reception, support, and service-line numbers routed to a group of individual users.

For shift handover, point the inbound number at a queue or ring group whose members change with the schedule — not at one extension that several people log into.