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

General Description

If you see "User with this extension already exists" error that displays when the User tries to configure Ring Central Telephony in the Creatio but the Ring Central Account is already connected with another Creatio extension proceed with the following steps.

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Duplication deletion flow

  1. 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

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  2. Click on the ‘Call Center parameters setup' (Fig. 2)
    Fig. 2 ‘Call Center parameters setup' location

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  3. Click on the ‘RESET RC SETTINGS’ (Fig. 3) And proceed with all required actions.
    Fig. 3 Reset RC settings initiation

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  4. 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

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

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

  7. If as a result of actions from p. 4, you see this error the following (Fig. 5) proceed with the next steps to find the specific User connected by the Creatio extension with the Ring Central account
    Fig. 5 User with this username already exists error

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  8. From the left main menu select ‘Contacts’ (Fig. 6)
    Fig. 6 Contacts selection

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  1. Click on the ‘Folder’ (Fig. 7 ). Select ‘Add’ (1) and name the new folder (2) (Fig. 8)
    Fig. 7 Folder button

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    Fig. 8 New Folder creation

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  2. Select the filter icon (Fig. 9)
    Fig. 9 Filter icon

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  3. Select ‘Add condition’ (Fig. 10).
    Fig.10 Adding filter conditions

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  4. 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

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  5. Press ‘+' icon (Fig. 11).
    Fig. 16 Adding sub condition

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  6. In the Colunm field enter ‘Number’ (1) and press 'Select’ (2) (Fig. 12)
    Fig. 12 Creating filter structure pt. 2

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  7. 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

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  8. 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 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 proceed with further steps. Login

  9. Login into the system with the credentials of the User should not be connected to the required Ring Central account

  10. Perform actions from p. 1 to p. 3

  11. After that Login into the system with the credentials of the User who should be connected to the required Ring Central account

  12. Perform actions from p. 4 to p. 5





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