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Blacklisted users are created in the system when your software license is insufficient for the number of users currently logged in the system. These users will be blacklisted at random and they will not be logging calls.

To find out how

 

identify the total number of users currently logged in the system, you can run a

Referencemacro
LabelUnused devices
report for a period of time when no calls were made or received. The best option is to select a date in the future, e.g. 01-01-2020.

Screenshotmacro

The report will display all users currently logged in the system;

Screenshotmacro

If the total number of users exceeds your license count, you can contact our Sales department o purchase more licenses for your users, alternatively you can check if any of the following applies:

  • DDI numbers are picked up as extensions, in which case you can Merge a DDI with its extension number, or Set users to
    Referencemacro
    LabelDo not log
  • you have old extensions that you don't wish to monitor, in which case you can set the user to
    Referencemacro
    LabelDo not log

Setting users to do not log

Locate in the Directory the extension or group in question, click on it and select

Referencemacro
LabelProperties
.

Screenshotmacro

Select the

Buttonmacro
LabelTelephony
tab and tick the box
Keywordmacro
LabelDo not log calls for this user
, as shown below:

Screenshotmacro

Info

For the changes to take effect, you need to restart the TIM Enterprise service.

Merging a DDI with its extension

Locate in the Directory the extension number you want to merge, click on it and select

Referencemacro
LabelProperties
.

Screenshotmacro

A new window will open, displaying the general properties of the selected object. In the

Referencemacro
LabelAlternative ext
field, enter the its DDI number and click on the 
Buttonmacro
LabelSave
button to save the changes, as shown below:

Screenshotmacro

Locate in the Director the user object created for the DDI number and delete the entry.

Screenshotmacro

Info

For the changes to take effect, you need to restart the TIM Enterprise service.

 

 

 

 

 

 

 

 

 

 

Reinstall TIM Enterprise on the new machine