Removing an agent affects access, assigned work and SIP cleanup. Start with the app’s current impact preview and follow the same deletion operation through any pending state. Do not recreate the employee or change the work-handling choice merely because cleanup did not finish immediately.
These instructions follow the Android app version 1.0.46, build 272. Available actions depend on your account permissions and current service state. Other installed versions may present different controls.
1. Select the intended agent and load the preview
- Open Agents with the required administrative access.
- Check the person’s identity carefully before choosing Delete.
- Wait for the current deletion preview to load.
- Read the affected-work summary and any live-call blockers.
If the preview fails, do not assume there is no affected work. The app requires a usable preview before submission. Coordinate with the team if the agent is still on a call; do not use deletion as a shortcut to interrupt an active customer conversation.
2. Resolve blockers and choose work handling
Review whether active work should be unassigned or reassigned through the offered choices. For reassignment, select an eligible replacement from the returned list. Consider who will handle the work after the deletion and confirm that the replacement has the appropriate access.
- Read each affected-work category in the preview.
- Choose the intended unassignment or reassignment policy.
- Confirm the replacement agent where required.
- Reload the preview if the underlying work changed before you were ready to submit.
Do not invent a replacement user ID or assume reassignment also grants account-wide permissions. Historical records are not erased simply because an agent is removed.
3. Confirm the sensitive operation once
Submit only after reviewing the identity and impact. Complete the sensitive-action identity confirmation when requested. The app binds that confirmation to the selected deletion intent. Wait for the result instead of repeatedly tapping Delete.
A deletion request can progress through access and SIP cleanup work. A pending response is not a statement that every stage failed or that the agent is fully removed. Read the actual state before taking another action.
4. Continue the same pending operation
- Reopen the agent or pending-deletion entry after an interruption.
- Read its current status and whether retry is offered.
- Keep the original work-handling selection; pending operations lock that decision.
- Use Retry only when the current operation is retryable.
If the operation is still running or not retryable, wait for its state or request Support review. Do not create another agent with the same details to work around cleanup. That creates a different identity and does not complete the old deletion.
5. Verify completion and future work
After the app reports completion, refresh the agent list and confirm that the intended access is removed. Review the affected assignments and any future incoming paths that depended on that person. A successfully deleted account does not by itself prove that every business process now has a replacement.
Arrange an authorized operational check where needed, without disrupting live traffic. Keep the original deletion reference and time for audit. Do not remove historical call or activity records merely to make an old name disappear from a report.
If cleanup remains pending
Provide Support the agent reference, operation status, time and selected work-handling policy. Include the sanitized blocker or error, not passwords or verification codes. Explain whether the preview could not load, live calls blocked submission, or a submitted operation is waiting on cleanup; those are different stages with different recovery paths.
Related guides
Reviewed 13 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.