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Aptela Knowledge Base » User and Department Management » Phone Numbers » About Direct Assigned (Mapped) Phone Numbers

About Direct Assigned (Mapped) Phone Numbers

Direct assigned (mapped) phone numbers are Aptela assigned numbers that route incoming calls directly to a user's or department's extension instead of the call tree.  Direct assigned numbers differ from the Attendant Transfer feature in that if there is no answer the caller will go to the No Answer Destination (NAD) of that extension (e.g. voicemail or call tree)*.

A powerful feature with direct assigned numbers is that the Account Operator can control the caller's experience:  should callers hear the account hold music or ringing?  Customers typically prefer that callers hear "ringing" when dialing a user's extension directly, and hear the "account hold music" when dialing a Queue or department consisting of multiple active users since the time for an agent to answer will be longer.

*Queue departments have additional NADs.


  1. Log in to http://www.aptela.com/my-account/ as the Account Operator
  2. Click on Settings from the Navigation Bar
  3. Under "Call Tree Settings", click on Direct-Mapped Numbers
  4. Choose what you would like callers to hear:  "Account hold music" or "Ringing"
  5. Click Save
  • Notes:
    • The "Ringing" option plays for incoming calls directly to the extension only.  Callers who are placed on hold, transferred from the Call Tree or from another extension will not hear this audio during those experiences.
    • A user or department can only have one setting.  The setting is not per phone number.  For example, Jane Smith has 2 numbers assigned to her extension. Once "Ringing" is selected, both numbers will be set to that.
    • The default selection is "Ringing."*
    • We recommend disabling "you may press pound at any time" audio when using the "Account hold music."  To learn how to make this change, click here and scroll to the bottom section.
    • We recommend disabling the Custom Transfer Message when using "Ringing."  To learn how to make this change, click here and scroll to the "Custom Transfer Message" section.
*The default for customers with Aptela service prior to 1 May 2009 will be "Account hold music"

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