In this guide recommended actions are described on how to troubleshoot and configure the system to solve this error

General Description

"User with this extension already exists" is displayed when the User tries to configure Ring Central Telephony in the Creatio but the Ring Central Account is already connected with another Creatio extension.

Cleaning of the duplicates. Quick option

1. To check your CurrentContactId from the left main menu select ‘Contacts’ (Fig. 1)
   Fig. 1 Contacts selection

   

2. In the search field enter the name of you current Creatio account (1) and press magnifying glass icon (2) (Fig. 2)
   Fig. 2 Using search field
   

   

3. In the appeared result(s) click on the Name of your account. A contact card will be opened. In the address bar you can find a CurrentContactId in the end of the line (Fig. 3) and copy it.
   Fig. 3 CurrentContactId location

   

4. Click on the ‘Gear’ icon in the upper right corner (Fig.4)
   Fig. 4 Location of the ‘Gear’ icon

   

5. Select ‘Open system designer’ (Fig. 5)
   Fig. 5 Open system designer option

   

6. Scroll down the page and click on the 'SQL query console' (Fig. 6)
   Fig. 6 SQL query console
   

   

7. In line 12 enter the following script delete from VvtSysAdminUnit where VvtContactId = '%CurrentContactId% Instead of the word CurrentContactId enter the CurrentContactId that you have copied in p. 3 and press the 'Execute’ button (Fig. 7)
   Fig. 7 Entering and executing the script
   

   

8. After that go to the ‘Your profile’ → ‘Call Center parameter setup’ and press ‘GET RC SETTINGS’. Proceed with all steps of the authorization. If the settings were implemented successfully the following notification will be shown (Fig. 8)
   Fig. 8 Successull message
   

   

9. Add the settings provisioned by RingCentral to the User profile and press ‘Save’ button. 

10. Log out of Creatio and log back in. Check that your CTI panel is active.

Cleaning of the duplicates. Long option

1. If the as a result of actions from p. 8 of the ‘Cleaning of the duplicates. Quick option’ you see this error again (Fig. 9) proceed with the next steps
   Fig. 9 User with this extension already exists error
   

   

2. From the left main menu select ‘Contacts’ (Fig. 10)
   Fig. 10 Contacts selection

   

3. Click on the ‘Folder’ (Fig. 11 ). Select ‘Add’ (1) and name the new folder (2) (Fig. 12)
   Fig. 11 Folder button

   

   Fig. 12 New Folder creation

   

4. Select filter icon (Fig. 13)
   Fig. 13 Filter icon

   

5. Select ‘Add condition’ (Fig. 14).
   Fig.14 Adding filter conditions
   

   

6. 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. 15).
   Fig. 15 Creating filter structure pt. 1

   

7. Press ‘+' icon (Fig. 16).
   Fig. 16 Adding subcondition

   

8. In the Colunm filed enter ‘Number’ (1) and press 'Select’ (2) (Fig. 17)
   Fig. 17 Creating filter structure pt. 2
   

   

9. In the ‘quantiry’ field enter ‘0' (1) and press confirmation button (2). In the ‘Number’ field enter required ecstension (3) and press confirmation button (4). To apply all conditions press 'Save’ button (5) (Fig. 18)
   Fig. 18 Applying all conditions
   

   

10. In the Table you can see the Contact that is using this extension. If the Contact that is shown in the Table is CORRECT, then use another Ring Cenrtal 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 proceed with further steps.

11. If you click on the Name of this contact a contact card will be opened. In the address bar you can find a VvtContactid in the end of the line (Fig. 19)
    Fig. 19 VvtContactid location

    

12. Alternative way to get VvtContactid. Repeat actions from p. 1 to p. 3 ‘Cleaning of the duplicates. Quick option’. In line 12 enter the following script select VvtContactId from VvtSysAdminUnit where VvtLogin like '%Extensions%' Instead of word Extensions write required extensions of the Contact and press the 'Execute’ button (Fig. 20)
    Fig. 20 Entering and executing the script

    

13. As a result you will receive the VvtContactId (Fig. 21)
    Fig. 21 receiving VvtContactId via the SQL script request
    

    

14. To remove the connection between that user and Ring Central account:
    Step 1: remove previous script from the 12 line and replace it with the following one delete from VvtSysAdminUnit where VvtContactid = 'VvtContactId'
    Instead of VvtContactId write VvtContactId that you have received from p. 9 or p. 11 and press the 'Execute’ button.
    Step 2: remove previous script from the 12 line and replace it with the following one delete from ContactCommunication where VvtContactid = 'VvtContactId' Instead of VvtContactId write VvtContactId that you have received from p. 9 or p. 11 and press the 'Execute’ button.

15. After that repeat action from p. 5 to p. 7 of the ‘Cleaning of the duplicates. Quick option’.