Remove or disable a user safely

When an employee leaves, you want their calls to keep reaching someone and you don’t want to lose anything important. Deleting a user is permanent, so a few minutes of prep saves a lot of trouble.

Option 1: Disable the user (recommended first)

Disabling keeps the extension and everything in it, but stops the person from using it. This is the safest choice if you aren’t sure yet, or if a replacement will start soon.

1. Go to Users and select the person’s name to open their Profile tab.
2. Change User’s Scope to No Portal so they can’t sign in. Select Save.
3. In Change Account Security, set a new password so any saved sign-ins stop working.
4. Open the Answering Rules tab and edit the Default rule to forward calls to a coworker, or to Do not disturb so calls go to voicemail.
5. Remove them from any call queues so callers aren’t held waiting for them. See Manage call queue agents.

Tip: When a replacement starts, you can rename the user, give the new person a fresh password and PIN, and record new greetings, rather than creating a new extension. Dial Raven support can help reset the user for you.

Option 2: Delete the user

Before you delete, work through this checklist.

Checklist before deleting

1. Phone numbers — In Inventory, find any phone number that rings this user. Point it at someone else, an auto attendant, or a queue. See Phone numbers and devices in Inventory.
2. Auto attendant menus — Check every auto attendant for menu keys that send callers to this extension. Change them.
3. Call queues — Remove the user as an agent from every queue.
4. Other people’s forwarding — If coworkers forward to this extension, update their answering rules.
5. Voicemails — Listen to or download any messages you need to keep. They are deleted with the user.
6. Recordings and call history — Download any recordings you need. See Find, play and download call recordings.
7. Desk phone — Note which desk phone was assigned. You can give it to someone else afterwards.

Delete

1. Go to Users.
2. Find the person’s row.
3. Select the red trash can icon at the right end of their row.
4. A small box asks “Delete User?” Select Yes to delete, or No to cancel.

Heads up: Deleting a user can’t be undone. Their voicemails, greetings, answering rules, and settings are removed. If in doubt, disable instead.

Common questions

Does deleting a user cancel the phone number?

No. Phone numbers stay on your account in Inventory. Point them somewhere else so callers aren’t left hanging. To remove a number from your account, contact Dial Raven support.

Will this lower my bill?

Changes to your bill are handled by Dial Raven. Contact support at (434) 697-2836 to review your account after removing users.

Can I get back a user I deleted by mistake?

You’ll need to add them again and set up their greetings and rules from scratch. Contact support right away if you lost something important.

Related articles

• Add a new user or extension
• Answering rules: forwarding, simultaneous ring and do not disturb
• Phone numbers and devices in Inventory
• Contact Dial Raven support