Ghost device causing "Multiple Devices" showing against user

[Badger1]

Hi guys.

I have an issue with an extension number which I believe had a previous phone assigned to it, I think a shared DECT phone.
That phone is no longer available
The user account was deleted but later, the same extension number was recycled for a new employee.
The new user account (using the old extension number) now lists "Multiple Devices" in the IP Phone column of the Users page in the admin console.
How do I remove what seems to be a ghost device?

In the below screenshot, the T46S is valid, but the user profile only has that one device associated with it.


When i delete the T46S from the user profile, the entry still says "Multiple Devices" even though the IP Phone tab in the user profile says No IP Phone is configured for this user




Thanks in advance.

 

[rayfield]

Have you tried deleting that extension/user and creating it again as a new extension/user?

I saw this on a system that I upgraded to v20 and I -think- this is what I did, but I've slept since then (as the saying goes).

 

[Badger1]

Have you tried deleting that extension/user and creating it again as a new extension/user?

I saw this on a system that I upgraded to v20 and I -think- this is what I did, but I've slept since then (as the saying goes).

Thank you for the quick reply @rayfield

Sorry, I did mean to clarify that info.
Yes I deleted that user / ext today and then recreated the user with the same extension number in the hope that it would reset the extension.

But unfortunately it seems that allocated phones are retained and rather than "delete" the extension behind the scenes, 3CX simply deactivates it and then reactivates it when recycled, complete with old phone info.

 

[rayfield]

I'll try to remember how I fixed this.

If you look under Voice & Chat, are there any DECT phones still listed there?

 

[Badger1]

I'll try to remember how I fixed this.

If you look under Voice & Chat, are there any DECT phones still listed there?

@rayfield

Oh crap!

Yes, that's the problem. So sorry, I can't believe I didn't spot this!

I don't understand why DECT phones are not listed under "Phones"
I've removed the user from both DECT entries and the problem of course has disappeared!

Thanks so much. As all too often, the most simple cause to a frustrating problem!