Force Resync - of o365 1 user not syncing after issue with 2 accounts with same email address

[tbovingdon]

Hello

We configured o365 sync - works great for all users, except 1 as we made a mistake and had a common voicemail ext that shared the same Email address as the users primary ext.

So we had 2 extensions 1 real, 1 hidden for general vm, both shared same email address and the o365 sync picked the general vm account to sync with. Removed that address on the general VM extension and gave it a unique one. But Issue is, we cannot get the 365 sync to link to the correct ext now.

• Restarted 3CX PhoneSystem 01 System Server,
• rebooted the entire pbx.
• removed email from offending ext, saved, rebooted, re-added email - rebooted
• Disabled sync,renabled sync

Its almost like there is a hidden mapping in the backend of 3cx that is not letting go or something. Short of deleting the extension is there anything we can do to to fix this easily?

 

[edossantos]

Try deleting the contacts synchronized from Office 365, from the Management Console > Advanced > Contacts > Bulk Delete. Or find the contact and delete it from there.

 

[tbovingdon]

Try deleting the contacts synchronized from Office 365, from the Management Console > Advanced > Contacts > Bulk Delete. Or find the contact and delete it from there.

sorry i was not clear we are only using calendar sync, and the user doesn't show "sync'd with microsoft 365"

 

[rfouche]

We're having a very similar issue.

User moved from one extension to another. Changed email address of old extension to new user, and the new extension used the old users' email address.

O365 sync always changes the old information back to the old user.

Tried excluding both users from sync, deleting contacts, verified extension information correct with old/new user. Removed users from sync exclusion, old extension reverts back to old user again.

Is there a way to "break the sync" relationship with an extension to a specific user?

 

[Evolute IT]

We're having a very similar issue.

User moved from one extension to another. Changed email address of old extension to new user, and the new extension used the old users' email address.

O365 sync always changes the old information back to the old user.

Tried excluding both users from sync, deleting contacts, verified extension information correct with old/new user. Removed users from sync exclusion, old extension reverts back to old user again.

Is there a way to "break the sync" relationship with an extension to a specific user?

Yes, delete the extension. Otherwise it will keep being matched to that email address.

 

[rfouche]

Yes, delete the extension. Otherwise it will keep being matched to that email address.

We can't delete the extension without having to re-configure all the BLF's, settings, etc. All we need to do is change the First and Last name, and Email address to the new user.

Doesn't it match based on Email address? Why wouldn't it pickup the old user's email address on their new extension and re-associate?
There has to be a way to break the association.

Even if I turn off sync completely, all extension sill show "Sync with 365" when they aren't anymore.

 

[tbovingdon]

you have to disable both the calendar and the contact sync then reset the

 

[rfouche]

you have to disable both the calendar and the contact sync then reset the View attachment 22317

Bingo! Didn't even have to restart the Phone System server.

Disabled sync, re-enabled sync, All users' syncing perfectly now. Thanks @tbovingdon !

 

[Evolute IT]

you have to disable both the calendar and the contact sync then reset the View attachment 22317

That's good to know!