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 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 all users currently logged in the system;

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
• you have old extensions that you don't wish to monitor, in which case you can set the user to

Setting users to do not log

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

Select the tab and tick the box , as shown below:

Merging a DDI with its extension

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

A new window will open, displaying the general properties of the selected object. In the field, enter the its DDI number and click on the  button, as shown below:

Locate the user object created for the DDI number in the Directory, click on it and select  to remove the object from the Directory, as shown below