Admin: "Reset user information" button for extensions

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  • Idea
  • Updated 2 years ago
  • (Edited)
1.  US account

2.  We are a SaaS business specializing in HR solutions for the public-sector.  We experience a fair amount of employee turnover which is driving the feature request.

3.  We have a business need to retain extensions with their associated DID's for re-use once an employee leaves the company.  We have extensions assigned in teams, for example the IT team which I am on has extensions 125-129.  If someone leaves and gets replaced, I would want the new IT person to have the old guys extension and associated number.  Further, we tried to make the extension match the last three digits of the full number (extension 126 has (XXX) XXX-X126) for legacy reasons as well as team model described above.

It seems the workflow RC uses is that when a user is no longer going to be a user (termination) you should just disable/delete their extension, and when new user comes aboard, you give him a new extension and assign the DID to him.

I propose some method of "refreshing" the extension via a "reassign" button that would literally strip the old user's personal information, deleting existing voicemails and re-enabling the "send invite" function, which would allow an admin to quickly re-use an existing extension for a new user assignment.

4.  I think I covered in detail 3 above.

5.  ditto for 5.
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Garrett Barnwell

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Posted 4 years ago

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Billy O'Neal

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This would save us a lot of time too!
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Matt Hinton

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yes please
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Is RC forcing an extension number change when a person is replaced??? The extensions are not really for people, they are for the person doing a job and the job does not change with the person, why then force a change in the extension numbre?
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Cecile Glassy, Champion

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2287 USA based users, 28 different sites,  3800 DID lines - all Polycom VVX500 phones

2018-11-15 Judging from the replies on this thread there seems to be a communications gap for how to do reassigning an existing extension - to answer Eduardo's question, no RingCentral is NOT forcing a new extension, it is a suggested Best Practice for many reasons, but your phone account is your account - and if you want to immediately re-use an extension you can do it. 

Keep in mind that re-using an extension and DID will result in many calls for a period of time having to be taken by the new user when folks are seeking to connect with the former user. 

We have thousands of phones and even more users. Our users move around on job assignments periodically between 28 different geographical locations.   

If you choose to re-use the extension and DID associated with it, the Admin needs to keep in mind to
1. clear out the old voicemails,
2. reset the Password
3. reset PIN
4. Reset Secret Question and Answer. 

We do this following these procedures:
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Lee, Champion

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We have high turnover and i would like to see this also. RC does not force a change in the extension. Just looking for a "one button" way to clear out the personal info tied to an extension. Name, E-mail, etc. 
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Cecile Glassy, Champion

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They are working on consolidating User onboarding/reassignment process in the Service Web, so nearly every function involved in creating or reassigning a User and Extension association, will be in one screen available to Admins on an account. Changes to the Administrator UI are very complicated and involves more than one team, but it IS moving forward.  Stay tuned....