How to Delete a User

Overview

This article explains how to delete a user in Sharpen, including important considerations for reusing extensions previously assigned to that user.

Before You Begin

Deleting a user will also:

• Delete the extension assigned to that user.

• Deactivate the user's My Queue.

If the user had a desk phone and the extension needs to be reused, follow the Re-Using Extensions steps below in the exact order listed.

Deleting a User

Sharpen requires the user's email address to be modified prior to deletion. This ensures that a new user can later be created with the original email address without conflict.

Steps:

1. Navigate to Admin > Settings > Manage Users.

2. Select the user you want to delete.

3. Scroll to the bottom of the user's page.

4. Click the red Delete button in the bottom right of the UI.

The user will be deleted, the assigned extension will be removed, and the user's My Queue will be deactivated.

Open

Re-Using Extensions (Desk Phone)

If the deleted user had a desk phone and the extension needs to be reassigned, the following steps must be completed in the exact order shown. Skipping or reordering steps can cause configuration issues that require pruning.

Steps:

1. As soon as the extension is no longer in use, disconnect the desk phone.

2. Delete the user account (using the steps in the Deleting a User section above).

3. When it is time to rebuild the extension, create the new user account first.

4. Add the phone details to the extension in Sharpen.

5. Plug in the desk phone.

Additional Notes

• Always verify the user has no active or pending interactions before deletion.

• If the user is associated with a custom queue or routing configuration, review those assignments prior to deletion to avoid unintended routing gaps.

• If you encounter issues during deletion or extension re-use, contact Sharpen Care Support for assistance.