Important Notice for Swyx 14.20 – Call Routing Users in the "PLAIN" Profile May Be Removed from the Profile

It has been observed that Call Routing Users (CR Users) assigned to the "PLAIN" profile may be removed from this profile if:

• Microsoft Entra ID (Azure AD) is configured in the system, and

• there is a matching email address between the CR User and the Entra ID.

In this case, the CDS system identifies the user as requiring a license. In the worst-case scenario, this can result in other users being displaced from their license profiles and moved to the "Deactivated" profile – making these users temporarily unavailable.

Workaround:
Please remove the email address from affected Call Routing Users in the user configuration and adjust user settings afterwards if necessary.

We will of course keep you informed about the progress and availability of a permanent fix. If you have any questions, our support team is available as usual.

Thank you for your understanding.