Prevent duplicate numbers#
Overview#
Automate provides a Global Setting for Microsoft deployments, Prevent Duplicate Numbers, which prevents the system from creating duplicate numbers in the internal number inventories of different sites, either manually via number range management or automatically via syncs.
When Prevent Duplicate Numbers is enabled, any attempt to provision a number that already exists at another site will fail, stopping duplication at the source and surfacing a clear error for administrators to resolve. This includes a scenario where you’re provisioning a number via, for example, flow through provisioning set up for Use Next Available Line. In this case, if duplicates exist and the number is available at one of these sites, the transaction will fail as the number is already in use at one site. The user is synced in, moved, and provisioned, but no number is assigned.
This feature allows administrators to ensure that the internal number inventory contains unique directory numbers across sites. When relevant workflows are triggered, the system checks for existing numbers before creating new ones, partially failing transactions that would result in duplicates (only the duplicate number creation step fails), and logs errors for review.
Preventing duplicate numbers is relevant only for the internal number inventory. E164 numbers, for example, are unique and cannot be re-used. However, if you’re using E164 dial plans, it is recommended that you enable prevention of duplicate numbers as you may not realize that duplicates are being created and added to your internal number inventory during syncs and when creating number ranges.
For deployments that allow duplicate numbers, you can leave Prevent Duplicate Numbers disabled (No).
The table describes scenarios that may result in the creation of duplicate numbers, and how enabling Prevent Duplicate Numbers handles these cases:
Note
When HCS dial plans are in use, Prevent Duplicate Numbers is a read-only setting and is disabled for syncs or when creating number ranges.
Scenario |
Prevent Duplicate Numbers enabled |
|---|---|
Sync in a user to a site (SiteA) with their number, but number already exists at another site (SiteB) |
The number is not created at SiteA. The rest of the sync workflow executes successfully. A transaction error informs you that the number already exists at SiteB. |
Create a number range at customer level, and part of the range already exists at the customer or at any site below it |
The duplicate number is not created, but the rest of the (valid) number range is created. The log message flags numbers in the range that are duplicates, and indicates their current location (site or customer). |
Create a number range at the site level, and part of the range already exists at the customer, the current site, or at other sites in the customer tree |
The duplicate number is not created, but the rest of the (valid) number range is created. The log message flags numbers in the range that are duplicates and indicates their current location (site or customer). |
Run a data sync workflow at the customer level that triggers the creation of an internal number inventory (INI) at the customer level |
A number that already exists at the customer level is updated and marked as Used. A number that exists at a single site belonging to the customer is updated with additional details from the sync. For a number that exists at multiple sites, the transaction fails with async errors with a message indicating that the number won’t be created due to existing duplicates. If a number does not exist at the customer or at any sites belonging to the customer, the transaction passes, and the number is created and marked as Used. |
Run a data sync workflow at the site level that triggers the creation of an internal number inventory (INI) at the site level |
A number that already exists at the customer is updated and marked at Used. If any number exists at any other sites, the transaction completes with async errors with a message indicating the that the number won’t be created due to existing duplicates. The number at the other site is updated with the new user details. If a number exists at the target site it is updated with details and marked as Used. If a number does not exist at the customer or any site, the transaction succeeds, the number is created and marked as Used. |
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Configure prevention of duplicate numbers#
In the Admin Portal, select the relevant customer hierarchy.
Note
The Prevent Duplicate Numbers global settings is hidden in the global settings at the site or linked site level. The setting displays only above site or linked site level and only when Microsoft is enabled for your environment.
Go to Global Settings.
On the Number Inventory tab/panel, set Prevent Duplicate Numbers to No.
Note
In the Global Settings, this field is enabled and can be configured only when Enforce HCS Dialplan Rules is set to No (disabled).
Save your changes.
Troubleshooting duplicate numbers#
Assuming you have Prevent Duplicate Numbers enabled, if you’re creating a number range or syncing in users and your transaction results in a number inventory error where the number could not be created because it already exists, then try the following steps to resolve the error, depending on your scenario:
Delete the number range range from the site where the duplicate exists, then recreate the number range at the new site. You can then run an audit of the number inventory.
The user you’re syncing in may have been assigned an incorrect number (a number that already exists at another site in Automate) in the Microsoft Teams cloud portal, or they’ve been synced in to the incorrect site. In this case:
Either move the user to the site where their number exists
Or, offboard the synced in user and assign a different number
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