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

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

The report will display the total number of users picked up in the system.

If the total number of users exceeds your license count, you can contact our Sales team to 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 the DDIs with their extension number, or set users to "do not log"
• you have old extensions that you don't wish to monitor, in which case you can set the user to "do not log"

Setting users to do not log

Follow the steps below to set a user to not log calls:

1. Locate the extension or group you want to set to

   Referencemacro
   Label Do not log

   in the Directory, click on it and select

   Referencemacro
   Label Properties

   .
   

   Screenshotmacro
   URL /download/attachments/13435587/blacklisted_users_3.png

2. Click on the

   Buttonmacro
   Label Telephony

   tab and tick the box

   Keywordmacro
   Label Do not log calls for this user

   , as shown below:

   Screenshotmacro
   Border false URL /download/attachments/13435587/blacklisted_users_4.png

Merging a DDI with its extension

Follow the steps below merge a DDI with its extension in TIM Enterprise:

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

   Referencemacro
   Label Properties

   .

   Screenshotmacro
   URL /download/attachments/13435587/blacklisted_users_3.png

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

   Referencemacro
   Label Alternative ext

   field, enter its DDI number and click on the 

   Buttonmacro
   Label Save

   button, as shown below:

   Screenshotmacro
   Border false URL /download/attachments/13435587/blacklisted_users_5.png

3. Locate the user object created for the DDI number in the Directory, click on it and select 

   Referencemacro
   Label Delete

   to remove the object from the Directory, as shown below

   Screenshotmacro
   URL /download/attachments/13435587/blacklisted_users_6.png