Pause Microsoft Entra ID Synchronization

When synchronization is active, changes made in Microsoft Entra ID flow into Cloud Voice and replace the corresponding user and group data. If you need that data to stay as it is for a while, you can pause the sync so incoming directory updates are no longer applied. You can pause user synchronization and group synchronization independently, and each can be resumed later.

Note

Microsoft Entra ID is the identity and directory service that used to be called Azure Active Directory (Azure AD). Your PBX (Private Branch Exchange, the phone system that manages extensions and call routing) keeps a synced copy of the users and groups from that directory. Pausing the sync does not remove the connection to Entra ID: it only stops directory updates from being written into Cloud Voice. You can turn the sync back on at any time.

Pause user synchronization

1. Sign in to the PBX web portal and open Integrations > Collaboration.

2. In the User Synchronization section, switch the toggle off.

   

3. Click Save.

4. In the confirmation dialog, decide what happens to the linked extensions:

   

   1. To remove the PBX extensions that were created for the synced users, select Delete the PBX extensions in sync with the Users. Leave it clear to keep those extensions.
   2. Click Confirm.

Danger

Selecting Delete the PBX extensions in sync with the Users permanently removes those extensions. Anyone assigned to a deleted extension loses the ability to make and receive calls, including emergency (E911) calls, and the extensions cannot be recovered: you would have to recreate them by hand. Only select this box if you are certain the extensions are no longer needed.

Tip

If you plan to resume synchronization later, leave the delete box clear. Keeping the extensions means users stay reachable while the sync is paused, and their data updates automatically once you turn the sync back on.

After you confirm:

• User synchronization stops.
• The User Synchronization settings stay in place but become read-only while the sync is paused.
• If you kept the linked extensions, you cannot edit their user details or delete them until synchronization resumes.

Caution

While the sync is paused, the User Synchronization settings are locked and cannot be edited. To change any of those settings again, you must turn user synchronization back on.

Pause group synchronization

1. Sign in to the PBX web portal and open Integrations > Collaboration.

2. In the Group Synchronization section, switch the toggle off.

   

3. Click Save.

4. In the confirmation dialog, decide what happens to the linked extension groups:

   

   1. To remove the PBX extension groups that were created for the synced groups, select Delete the PBX extension groups in sync with the Groups. Leave it clear to keep those groups.
   2. Click Confirm.

Caution

Selecting Delete the PBX extension groups in sync with the Groups permanently removes those extension groups. This cannot be undone, and you would have to recreate the groups by hand. Leave the box clear if you intend to resume synchronization later.

After you confirm:

• Group synchronization stops.
• The Group Synchronization settings stay in place but become read-only while the sync is paused.
• If you kept the linked extension groups, you cannot rename them, change their members, or delete them until synchronization resumes.