In this guide the recommended actions are described on how to troubleshoot and configure the system to solve this error the duplicate message
General Description
If you see The User sees the "User with this extension already exists" error that displays message
This message is displayed when the User tries to configure Ring Central RingCentral Telephony in the Creatio, but the Ring Central Account RingCentral account is already connected with another Creatio extension proceed with the following steps. , and in order to eliminate this message, one needs to delete the RingCentral account duplicate registrations in Creatio
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Duplication deletion flow
Click on the profile icon (1) in the left upper corner and then on ‘Your Profile’ (2) (Fig. 1)
Fig. 1 Entering ‘Your profile’ section
Click on the ‘Call Center parameters setup' (Fig. 2)
Fig. 2 ‘Call Center parameters setup' location
Click Copy the settings “RingCentral URL“, “Client ID“, “Client Secret“ parameters, and then click on the ‘RESET RC SETTINGS’ button (Fig. 3) And proceed with all required actions.
Fig. 3 Reset RC settings initiation
After This will reset the connection, as well as clear out the parameters. Fill the copied parameters back in, and after that press ‘GET RC SETTINGS’. Proceed with all steps of the authorization. If the settings were implemented successfully the following notification will be shown (Fig. 4)
Fig. 4 Successull message
Close the success window from the step above, and press the ‘Save’ button
Log out of Creatio and log back in. Check that your CTI panel is active
If as a result of actions from p.4, you see this error the following error (Fig. 5) proceed with the next steps to find the specific User connected by the Creatio extension user with the Ring Central RingCentral account
Fig. 5 User with this username already exists error
From the left main menu select ‘Contacts’ (Fig. 6)
Fig. 6 Contacts selection
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Click on the ‘Folder’ ‘Folders’ (Fig. 7). Select ‘Add’ (1) and name the new folder (2) (Fig. 8)
Fig. 7 Folder button
Fig. 8 New Folder creation
Select the filter icon (Fig. 9)
Fig. 9 Filter icon
Select ‘Add condition’ (Fig. 10).
Fig.10 Adding filter conditions
In the opened window press on the ‘Contact’ (1) and enter ‘Contact communication option (by column Contact)’ (2). In ‘Column’ field select ‘Quantity’ (3) and press ‘Select’ button (4) (Fig. 11)
Fig. 15 Creating filter structure pt. 1
Press ‘+' icon (Fig. 11).
Fig. 16 Adding sub condition
In the Colunm field enter ‘Number’ (1) and press 'Select’ (2) (Fig. 12)
Fig. 12 Creating filter structure pt. 2
In the ‘quantity’ field enter ‘0' (1) and press the confirmation button (2). In the ‘Number’ field enter the required extension (3) and press the confirmation button (4). To apply all conditions press 'Save’ button (5) (Fig. 13)
Fig. 13 Applying all conditions
In the Table, you can see all the Contact Contacts that is are using this extension. If the Contact that is shown in the Table is there is only 1 Contact and it is CORRECT, then use another Ring Central account for your current Creatio profile by using this guide RingCentral Configuration. If you see that this is NOT the right Contact that should be connected to the Ring Central account, or there are multiple Contacts, proceed with the further steps. Login
Login into the system with the credentials of the User that should not be connected to the required Ring Central RingCentral account
Perform actions from p. 1 to p. 3
Repeat points 17-18 for each User, which is not expected to have RingCentral extension registered with it
After that Login into the system with the credentials of the User who should be connected to the required Ring Central account
Perform actions from p. 4 to p. 5
At this point, all duplicate RingCentral extension registration should be cleared from all Creatio users except from the expected one