Suspend a user instead of deleting them

When someone goes on leave, changes roles or leaves the company, you may not want to delete their user right away. If you delete a user and later need them back, you have to add them again from scratch. Changing the user's status stops their calls and keeps the setup in place, so you can turn them back on later or hand the extension to a replacement.

Some labels in your portal or apps may look slightly different from this guide.

Pick a status

Don't rely on a suspended phone for emergencies. If a phone stays on a desk where someone might need to dial 911, make sure an active extension is signed in to it.

Change a user's status

1. 1
   Step 1:

   Open the user

   Go to Extensions, find the person and select the edit icon.

2. 2
   Step 2:

   Show the advanced settings

   Select Show advanced options. The status sits in the general settings near the top.

3. 3
   Step 3:

   Set the status

   Choose Not Active or Suspended in the Status field.

4. 4
   Step 4:

   Add a note (optional)

   In the user's Notes, write why you changed the status and when it should change back. Each note gets the date and your email address, so the next admin can see what happened.

5. 5
   Step 5:

   Save

   Select Save.

To bring the user back, open them again, set Status to Active and save.

Before you suspend someone who's leaving

• Decide where their calls should go. Callers who used to reach this person still need someone. Take them out of any ring groups, and contact support if their direct number should move to a coworker.
• Reset their passwords if the person shouldn't be able to sign in to the apps or the user portal anymore. See reset a user's app or phone password.

When to delete instead

If you're sure the extension won't be needed again, you can delete the user from the Extensions list with the delete icon. Removing a user can change your bill, so check with CallSprout if you're unsure.

Hiring a replacement soon? Keep the old user suspended and use copy an existing user's settings to set up the new person from the same setup.