Disable Active Directory Integration

When you need to pause directory syncing during a fix or investigation, you can switch the whole Active Directory (AD) integration off rather than removing it. Active Directory is Microsoft’s directory service that stores your organization’s user accounts and groups. Suspending the integration stops synchronization while preserving your existing settings, so you can turn it back on later without rebuilding the connection.

Note

Disabling is not the same as disconnecting. Disabling keeps every setting in place and is meant to be temporary, so re-enabling later takes one switch. Disconnecting removes the integration and its configuration entirely. If you only need to stop syncing while you troubleshoot, disable it.

Suspend the integration

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and open Integrations > Collaboration.

2. At the top of the integration page, toggle the switch to the off position.

   

3. Click Save.

4. In the confirmation dialog, choose how the PBX should treat the data it previously synced from Active Directory, then confirm.

   

   a. For each category below, decide whether to delete the PBX records tied to your synced AD users, organizational units (OUs), and groups.

   Option	Effect
   Delete the PBX extensions in sync with the Users	Selected: the matching extensions are removed. Cleared: the extensions stay, but you can no longer edit their user details or delete them.
   Delete the PBX organizations/groups in sync with the Organizational Units	Selected: the matching organizations and extension groups are removed. Cleared: they stay, but you can no longer edit their details or delete them.
   Delete the PBX extension groups in sync with the Groups	Selected: the matching extension groups are removed. Cleared: they stay, but you can no longer change their name or membership, or delete them.

   Danger

   Selecting a delete option permanently removes those PBX records, including the extensions tied to your AD users. This cannot be undone, and any voicemail, call routing, or device registration attached to a deleted extension goes with it. If you are only pausing the integration to troubleshoot, leave these boxes cleared so nothing is destroyed.

   Caution

   Cleared (unselected) records are kept but become locked: while the integration stays off you cannot edit their details, change membership, or delete them. This is expected, and they become editable again once you re-enable or fully disconnect the integration.

   b. Click Confirm to apply your choice.

What happens next

• The Status field shows “Disable”, confirming the integration is fully suspended.

  

• Your integration configuration is kept but becomes read-only while suspended.

• Synced users can no longer sign in to the Cloud Voice App with their Active Directory domain accounts until you re-enable the integration.

Caution

Disabling the integration immediately blocks affected users from signing in with their AD domain accounts. Let them know before you flip the switch, or plan the change for a low-traffic window so no one is caught out mid-shift.