User does not appear in virtual extension user list to be added

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  • Updated 4 months ago
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We have a set up using a virtual extension to forward calls to the sales team. We have a new person (Kyle) we want to add but they don't appear in the extension list when I select the "Forward to Other's phones option." I see users created after Kyle's account was created in the list, so I don't suspect that the issue is that the virtual extension was created before Kyle's account.  Other users are missing as well, the pattern may be that they are remote (don't have desk phones). Any insight is appreciated. 
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Kevin Drake

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Posted 4 months ago

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do you have a phone number assigned to the user? it's possible to have a user without a number, you'd need to assign one before you can do what you're trying to do.

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Jenn, Official Rep

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Hi Kevin!

I noticed we haven't open any case regarding this issue. 
Please open a case so our Technical Support will contact you at your most convenient time.