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. Click on the ‘Gear’ icon in the upper right corner (Fig.1)
   Fig. 1 Location of the ‘Gear’ icon

   

2. Select ‘Open system designer’ (Fig. 2)
   Fig. 2 Open system designer option

   

3. Scroll down the page and click on the 'SQL query console' (Fig. 3)
   Fig. 3 SQL query console
   

   

4. In line 12 enter the following script delete from VvtSysAdminUnit where VvtContactId = '%CurrentContactId% and press the 'Execute’ button (Fig. 4)
   Fig. 4 Entering and executing the script
   

   

5. 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. 5)
   Fig. 5
   

   

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

7. 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. 5 of the ‘Cleaning of the duplicates. Quick option’ you see this error again (Fig. 6) proceed with the next steps
   Fig. 6 User with this extension already exists error
   

   

2. From the left main menu select ‘Contacts’ (Fig. 7)
   Fig. 7 Contacts selection

   

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

   

   Fig. 9 New Folder creation

   

4. Select filter icon (Fig. 10)
   Fig. 10 Filter icon

   

5. Select ‘Add condition’ (Fig. 11). 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. 12).
   Fig.11 Adding filter conditions
   

   

   
   Fig. 12 Creating filter structure pt. 1

   

6. Press ‘+' icon (Fig. 13). In the Colunm filed enter ‘Number’ (1) and press 'Select’ (2) (Fig. 14)
   Fig. 13 Adding subcondition

   

   Fig. 14 Creating filter structure pt. 2
   

   

7. In the ‘quantiry’ field enter ‘0' (1) and press confirmation button (2). In the ‘Nember’ field enter required ecstension (3) and press confirmation button (4). To apply all conditions press 'Save’ button (5)
   Fig. 15
   

   

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 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.

9. 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. 16)
   Fig. 16 VvtContactid location

   

10. 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. 17)
    Fig. 17 Entering and executing the script

    

11. As a result you will receive the VvtContactId (Fig. 18)
    Fig. 18 receiving VvtContactId via the SQL script request
    

    

12. 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.

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