Introduction
This article outlines the steps to resolve user creation and modification errors in Natterbox, specifically addressing extension conflicts and synchronization issues with inactive users. This guide applies to Salesforce Administrators managing user provisioning and off-boarding configurations within their organization.
Problem Description
When attempting to provision a new user, the system may prevent creation and display the following error message:
No API User SIP EXTENSION available for user: [New User Name]
Additionally, when attempting to update or remove an extension from an inactive user, a duplicate value error may occur:
Insert failed. First exception on row 0; first error: DUPLICATE_VALUE, duplicate value found: nbavs__SipExtension__c duplicates value on record with id: [Record ID]
During this duplicate error, the configuration screen may continuously refresh, preventing any administrative actions.
Prerequisites & Licences Required
To perform the resolution steps, the following license and permissions are required:
Natterbox Administrator Permission
Natterbox User
Resolution Steps
Identify the Conflicting Record: If the “No API User SIP EXTENSION available” error occurs, it indicates a conflicting legacy configuration exists within the Natterbox system for that user.
Contact Natterbox Support: Raise a support case to have Natterbox Support clear the conflicting legacy record from the system.
Complete User Creation: Once Natterbox Support confirms the conflicting record is removed, proceed to create the new user in Salesforce and assign the desired extension.
Identify Restored User Desync: If a duplicate SIP extension error occurs when modifying an inactive user, this signifies that the user was previously deleted and subsequently restored in Salesforce. Because deleted users are permanently removed from the Natterbox system, restoring them in Salesforce causes a synchronisation desync.
Delete and Recreate the Affected User: To resolve this desync, you must completely delete the restored user record and recreate them as a new user in Salesforce to establish proper synchronisation.
Apply Best Practices: To prevent future synchronisation desyncs, always deactivate users during off-boarding instead of deleting them from Salesforce.
FAQs
What causes the “No API User SIP EXTENSION available” error when creating a new user?
This error is caused by a legacy or conflicting configuration record for that user existing within the Natterbox system, which blocks the new user provisioning.
How is the “No API User SIP EXTENSION available” error resolved?
You must contact Natterbox Support to have the legacy record cleared from the system, after which you can successfully create the user and assign their extension.
Why do I receive a duplicate SIP extension error (DUPLICATE_VALUE) when updating an inactive user?
This occurs when a Salesforce user is deleted and then restored. Once a user is deleted, their corresponding record is permanently removed from the Natterbox system and cannot be recovered, leading to a synchronisation desync if they are restored in Salesforce.
Can I recover or restore a deleted Natterbox user record?
No, once a user is deleted, their record is permanently removed from the system and cannot be restored or recovered.
What is the recommended best practice for off-boarding users to avoid synchronisation errors?
The recommended best practice is to deactivate users instead of deleting them, which preserves their configuration state and prevents permanent synchronisation conflicts.