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What are blacklisted users?

Blacklisted users are created in the system when your software license is insufficient for the number of users picked up in the Directory. 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, point your mouse cursor at the tab TIM Plus/Enterprise is running in to display your license usage and license count. If you are over your allotted amount of users you can follow the next set of instructions to get back below your current count to begin logging all calls again.

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 them to not log calls
  
• you have old extensions that you don't wish to monitor, in which case you can set them to not log calls
  

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Setting users to not log calls

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

1. Locate the extension you want to set to Do not log in the Directory, select it from the list and click on the  button, as shown below:
   
2. The window will open. Click on the tab and tick the box.
   

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Merging a DDI with its extension

Follow the steps below to merge a DDI with its extension:

1. Locate in the Directory the extension you want to merge, select it from the list and click on the Properties button, as shown below:
   
2. A new window will open, displaying the general properties of the user. In the Alt extension field, enter its DDI number and click on the Save button, as shown below:
   
3. Locate in the Directory the users object created for the DDI number and delete the user from the window, as shown below: