How to remove terminated employee & setup desk phone to be used by a future employee.

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  • Updated 4 months ago
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Account Type:  U.S.
Related Case Number:  N/A

Detailed description of Problem:  We have an employee who has left the company.  We would like to remove him from the RC system AND setup the desk phone so that when a new future employee is hired it will be easy to assign the phone to them.  I have not found any clear cut instructions on how to do this so that we will NOT have any issues in the future re-using a desk phone.  

Previous Troubleshooting steps taken:  Have currently disabled the user.  Phone is still connected to this user.....
Software Version:  Current
Number of Users affected:  1
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Posted 10 months ago

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Jessica - Community Moderator, Official Rep

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Thanks for your input everyone! What we suggest is to: 

1) Disable the extension
2) Pull all applicable call logs and other information 
3) Delete the extension 
4) The phone is now in unassigned devices, leaving you to create a new extension and assign to the recently freed up device! 
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J.B. Ferguson, Champion

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To further elaborate on Jessica's bullet #4, when she states you can create a "new extension", since you have deleted the extension in #3 you can now use the same extension again. This will keep continuity in job or department settings (i.e., extension 502 is a person in support and all the 500 series extensions are support extensions and you want to use that same extension over again).
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Benjamin Pina

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If you do what she says, that phone is going to be out of commission until you hire someone/have someone at that desk again. If you do it my way you'll just have a phone there with the name as "Open Desk" and the phone will be totally operational.

Kind of "6 of one half a dozen of the other" but also kind of not. Lol.
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David Parent, Champion

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In the case where I don't need another hot desk phone, I do create a temp user account named "Open...." allowing complete phone functionality.
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Jeff Salisbury, Champion

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Like Benjamin pointed out what Jessica said is not our experience. If a user (digital line) has a desk phone assigned and we disable & delete the user, the phone remains attached to the "Unassigned Extension" and can't be reassigned. What we do to get around this is before deleting the extension we find the user's phone record and change phone type to Desktop App (Softphone) - that put's the physical phone in the Unassigned Phones bucket where you can assign it to someone else in the future. It is a very cumbersome process and I wish it were easier or there was an admin toggle that says "Put physical phones in Unassigned Phones when deleting extensions".