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User extensions that span peer sites

It is always important to plan for growth when you create user extensions in Interaction Administrator. Consider both the growth of your current site and the growth of other sites or other CIC systems.

Note: Avoid duplicate user extensions.

When multiple CIC sites form a collective, CIC replicates user information throughout the collective. A user who spans sites (a “spanner”) on a CIC server that is part of a collective cannot have the same user extension as another spanner on another CIC server in the collective.

For example, suppose User A on Server 1 is part of a workgroup that spans sites. User A has an extension of 8001. User B on Server 2 is part of a workgroup that spans sites. User B also has an extension of 8001. When their user data is replicated throughout the collective, they will have a problem getting calls and other services.

Use careful planning if you change user extensions. The extensions must be unique if a user is added to a workgroup that spans sites. Here are some suggested approaches:

Change the user extension altogether. For example, if User A on Server 1 had an extension of 8001, change the extension to 8801.
Add a digit to the beginning of the user’s extension. For example, if User A on Server 1 has an extension of 8001, then change the extension to 18001. This extension means "Server 1, User A extension 8001." Likewise, if User B on Server 2 has an extension of 8001, then change it to 28001. This extension means Server 2, User B extension 8001.