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

General Description

The User sees the "User with this extension already exists" message

This message is displayed when the User tries to configure RingCentral Telephony in Creatio, but the RingCentral account is already connected with another Creatio extension, and in order to eliminate this message, one needs to delete the RingCentral account duplicate registrations in Creatio

Open

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

   Open

   

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

    

3. Copy the settings “RingCentral URL“, “Client ID“, “Client Secret“ parameters, and then click on the ‘RESET RC SETTINGS’ button (Fig. 3)
   Fig. 3 Reset RC settings initiation
   
   

    

4. 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
   
   

   1. Close the success window from the step above, and press the ‘Save’ button

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

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

    

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

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

   
   Fig. 8 New Folder creation

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

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

12. 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

     

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

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

15. 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
    
    

     

16. In the Table, you can see all the Contacts that are using this extension. If 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

17. Login into the system with the credentials of the User that should not be connected to the required RingCentral account

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

19. Repeat points 17-18 for each User, which is not expected to have RingCentral extension registered with it

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

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

22. At this point, all duplicate RingCentral extension registration should be cleared from all Creatio users except from the expected one