Issue
You are attempting to reassign a phone number or extension that were previously assigned to another user.
Possible Cause
In many cases, the users in question may not have been fully deleted—they might only be disabled. As a result, the system still retains their phone number and extension assignments, preventing reuse until proper deletion and synchronization occur.
Resolution Steps
Follow these steps to resolve the issue and reassign the phone number and extension:
Check for Disabled Users
Navigate to the list of disabled users to confirm if the user account is still in a disabled (not deleted) state.
Refer to this guide for step-by-step instructions: List Disabled UsersDelete the Disabled Users
Once confirmed, proceed to delete the disabled users. This action releases the associated phone numbers and extensions.
User Deletion Behavior
The outcome of deleting a user depends on who performs the deletion:
Deleted by Enterprise Admin The user is deleted immediately in the ConnecttoTeams Enterprise Portal.
Deleted by Provider (without ‘Allow Management by Service Provider’ consent) The deletion is treated as a soft delete. The Provider can Restore the user during this window, provided the Enterprise Admin has not yet logged into the Enterprise Portal.
⚠️ Important: Once the Enterprise Admin logs into the Enterprise Portal, the soft-deleted user deletion is completed and can no longer be restored.
Reassign the Phone Number and Extension
Once sync is complete, you should be able to successfully reassign the phone number and extension to a new or existing user.
Additional Note
System syncs might take a few minutes, depending on your organization's size.