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 Unused 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.

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

Locate the extension or group you want to set to Do not log in the Directory, click on it and select Properties.