Our recommendation for when an employee leaves/new employee arrives.

What NOT to do:

Do NOT rename the user. That will cause the billing system to attach the incorrect name to the calling records of the previous user. Additionally, the SIP address will still reference the former employee.

What you should do:

1.) Choose the "Inbound Call Settings” then “Voicemail” and click on the former employee's voice mailbox to expand the options. Choose the “” next to the mailbox to delete. Be sure to check and see if there were any messages you wanted/needed BEFORE you delete this feature.  You are charged for voice mailboxes.  It is important to remember that only so many boxes are included in a package, therefore, you should not keep a voice mailbox sitting around if you don’t need it.

2.) Next choose "Users". Click on the former employee. Choose "Edit Info" and in the extensions box select “” to delete their extension. This way you can give a new employee the same extension. At this point, you have a User in the system without a voice mailbox and without an extension. Lastly, choose “” beside the Users name to delete the user from your list. (If you do this by mistake, support can un-delete a user.)

3.) To add a new employee, choose "User", "Add User" to create the new user and assign them the extension of the previous User.  They will now get the SAME voice mailbox number as the former User.  The new User will need to create an unavailable greeting for their new voice mailbox.

4.) If you are assigning the new user an existing phone that has been configured to hit our boot server, you will have to assign that phone to the user under the” Phones”.  In Locate the MAC address of the phone and click to expand the options.  Under Phone Lines, choose “Edit Info”, update the LINE1 user (there's a dropdown list), and “Save Changes”.  Now go to the physical phone and restart it (Polycom is a soft reboot, all other phones you can pull the power cord, count to 10, and plug back into power).

Note: When disabling a user, make sure that there are no phone numbers or external phone numbers currently assigned as the “Assign Call Detail Report To”. If a user is disabled and is listed as the “Assign Call Detail Report To” on a phone number or external phone number, then that number will temporarily be disabled as well.  To avoid disabling your number, change the “Assign Call Detail Report To” user to an active user on the account. All phone numbers and external phone numbers must have active users assigned in the “Assign Call Detail Report To” field.

ACD Queue Note: When deleting/editing a user, be sure the user is logged out of any ACD queue.  Failure to do so will result in the user still appearing in queue reports, with no way of removing them once they have been deleted/edited.

What If I Don't Want to Delete the User, But Don't Want Them to Make Calls - see this link on how to disable PSTN calling and/or disable a User.