To add a phone to an extension, a unique MAC Address must be used. If you use a MAC Address that is already assigned on another extension, an error message displays.
Only the Super User and Administrators can correct a duplicate MAC address error.
Remove Duplicate Device
One Device on Extension
A single device cannot be removed unless a placeholder is created first.
- Sign in to the Admin Portal.
- Click Phone System, then click Extensions.
- Hover over the extension with the duplicate device and click the Pencil icon.
- Click Devices and then click Add Device to create a temporary placeholder.
- Mark the option for Active and then enter any Device Name.
- Select Softphone as the Provisioning Model and leave the MAC Address blank.
- Click Save.
- Hover over the duplicate device and click the Trash icon.
- Click Close and then Add the device to the extension you want.
Two or More Devices on Extension
When two or more devices are on an extension with the duplicate device, the system can move the duplicate device to the extension you want.
- Sign in to the Admin Portal.
- Click Phone System and then click Extensions.
- Hover over the extension you want to add the device to and click the Pencil icon.
- Click Devices and then click Add Device.
- Mark the option for Active and then enter the Device Name.
- Select the Provisioning Model in the menu or select Other if your device is not listed.
- Enter the MAC Address (typically found on back of the phone).
- Click Yes when the Duplicate MAC Address message displays to move the device.
- Click Save.
Add the Device Again
- Hover over the extension you want to add the device to and click the Pencil icon.
- Click Devices and then click Add Device.
- Mark the option for Active and then enter the Device Name.
- Select the Provisioning Model in the menu or select Other if your device is not listed.
- Enter the MAC Address (typically found on back of the phone) and then click Save.
