question

Brian,

The first thing to do would be to unassign the phone. Now since the mobile employee will be using her mobile device to take and make calls, she will need a digital (user) line. When you hire the new inside person you will assign that phone to them.

Now, depending on how your internal practices are, you can either assign the mobile employee a new and different extension or let her keep the one she already had. If she was in a department inside where your IVR or other message says to call her previous extension for assistance or if the operator knows to send calls to that extension, you'll probably want to keep that extension for the new person so you don't have to make any changes. In that case simply go to the mobile user and assign her a new extension.

Again, when the new person comes in you will assign the new phone to them and either change the extension or keep it as needed. If you do change the extension of the former inside (now mobile) user, make sure to give her old extension to the new person when you add them as a user.

In no case can you just assign an extension to a phone without a digital line. A phone needs a digital line to operate. Mobile workers who routinely make and receive phone calls via the RingCentral mobile app will also need a digital line, as I stated above.

I hope that all make sense. I have done this for some of my clients. If you need further assistance, reply back here and I'll give you whatever assistance you need.

the best way ive come to understand it. if you have someone who wants to make or take calls on RC's platform, it's best they have their own line in one form or another. Jan seems to have it under control though :). 

Thank you so much for your help Jan and Chris :)