When an administrator changes a Natterbox user's extension in Salesforce, the change can be blocked by an error stating that the extension is already allocated to another user's device ring order (Ring Order) policy. This guide explains why the error appears and how to resolve it by resetting the referenced user's device ring order. It is intended for Salesforce administrators who manage Natterbox users.
Problem
When changing a user's extension in the Natterbox Users tab, the update fails and an error similar to the following is displayed:
User Extension value: [extension] is already allocated to Ring Order policy: __User:[user ID]:[User Name]. An error log has been created. Please contact Natterbox Support to resolve the issue.This happens when the extension you are trying to assign is still held by another user's stored device ring order (Ring Order) policy. Natterbox keeps a stored Ring Order policy for any user whose ring order differs from the default – for example when ring or wait times have been changed, or a number has been added. If that stored policy has become out of sync with the Natterbox back end, it can continue to reserve the extension, which prevents the extension from being reassigned and can cause direct calls to the affected extension to fail or divert to voicemail.
Resetting the referenced user's device ring order clears the out-of-sync policy and releases the extension so that it can be reassigned.
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Note: The user shown in the error message (after
__User:) is not necessarily the user whose extension you are editing. It is the user whose device ring order currently holds the extension, and whose ring order must be reset.
Resolution
In the error message, note the user named in the ring order policy (shown as
__User:[user ID]:[User Name]). This is the user whose device ring order must be reset.In Salesforce, open the Natterbox Users tab and select that user's profile.
In the Devices Ring Order section, click Reset Ring Order.
When the confirmation prompt appears, click OK, then wait for the page to fully reload before continuing.
Still in the Devices Ring Order section, click Edit, then click Save without making any changes. This regenerates the user's ring order policy in the Natterbox back end and releases the extension.
Return to the user whose extension you were changing, set the new extension again, and save.
Make a test call to the affected extension to confirm that calls connect correctly.
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Tip: Reset the affected user's device ring order whenever you change a user's extension. This prevents the extension from remaining locked to the previous ring order policy.
FAQs
Whose device ring order do I reset – the user I am editing or the user in the error?
Reset the device ring order of the user named in the error message (the user the extension is “already allocated to”, shown after __User:). Once that user's ring order has been reset and saved, you can assign the extension as intended.
Do I need to change any ring order settings when I reset it?
No. Click Reset Ring Order, confirm the prompt, then click Edit and Save without making any changes. The save alone regenerates the policy; you do not need to alter devices, ring times, wait times or the order.
Will resetting the device ring order remove the user's assigned devices or numbers?
No. Resetting rebuilds the back-end policy from the devices and numbers currently assigned to the user; it does not remove assigned devices or manually added numbers. After saving, check that the expected devices are still listed and marked as Available.
Calls to the extension divert to voicemail after the change – is this the same issue?
It can be. A missing, broken or out-of-sync user ring order policy can cause direct calls to the extension or DDI to divert to voicemail. The same fix – resetting the affected user's device ring order – resolves it.
How do I avoid this error in future?
As good practice, reset the affected user's device ring order whenever you change an extension, so the extension is not left tied to the previous policy and calls route correctly.
What should I do if the issue persists?
If the error persists after resetting the device ring order and saving, contact Natterbox Support for further assistance.