--- title: "Resetting the Device Ring Order to Troubleshoot" slug: "resetting-the-device-ring-order-troubleshooting" tags: ["Ring Order", "Errors", "Natterbox User", "User Extension", "DDI", "Reset Ring Order"] updated: 2026-11-13T16:57:15Z published: 2026-11-13T16:57:15Z canonical: "docs.natterbox.com/resetting-the-device-ring-order-troubleshooting" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt > Use this file to discover all available pages before exploring further. # Resetting the Device Ring Order to Troubleshoot Reset device ring order can resolve a few different issues. This guide can resolve issues when trying to reallocate user extensions or when there are issues with users receive certain of calls. ## Problems #### Problem 1 - An error message when trying to change the extension When changing a user's extension in the **Natterbox Users** tab, the update fails and an error similar to the following is displayed: ```plaintext 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. > [!NOTE] > ℹ️ > > **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. #### Problem 2 - Issues with an calls reaching a Natterbox user Sometimes there may be issues where direct calls to the user extension, transferred calls to the user extension or calls to the direct dial (DDI) of the user fail and reach voicemail. This issue is known to happen due to a missing user routing policy in our back end. These are accessible only to Natterbox and are generated upon the creation of the user. On some rare occasions if changes are made to the user while the Voice (Cloud PBX) license is not assigned, the user policy may fail to create or update changes to the device ring order, which in turn would lead to extension and DDI calls failing over to voicemail. ## Resolution Both problems have the same solution: reset the ring order. - For problem 1: 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. - For problem 2, it is the user that is affected with the issues that you must reset. 1. In Salesforce, open the **Natterbox Users** tab and select that user's profile. 2. In the **Devices Ring Order** section, click **Reset Ring Order**. ![Natterbox user settings page showing device ring order controls and active device configuration.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/natterbox-user-settings-devices-ring-order.png?sv=2026-02-06&spr=https&st=2026-11-14T00%3A53%3A54Z&se=2026-11-14T01%3A53%3A54Z&sr=c&sp=r&sig=qAsPG%2Bu%2FuxTUTQkkxreP%2Bwq8RkqKLMYWO5bLCys%2FmqQ%3D) 3. When the confirmation prompt appears, click **OK**, then wait for the page to fully reload before continuing. 4. 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. 5. Return to the user whose extension you were changing, set the new extension again, and save. 6. Make a test call to the affected extension to confirm that calls connect correctly. --- ## FAQs #### 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. ## Related - [Natterbox User Tab](/configuring-additional-settings.md)