heads up display

Hi ​@sue-fisher1,

To fix the Heads-Up Display (HUD) showing an old employee's name, you generally need to update the User Details in the Admin Portal. The HUD pulls information directly from the user extension settings, so if the name is wrong there, it will stay wrong in the HUD.

Here is the best way to resolve this, depending on your goal:

Scenario 1: You are reassigning the extension to a new person

If you simply renamed the extension but the "old" name is still lingering, follow these steps:

1. Log in to the RingCentral Admin Portal.

2. Go to Users > User List > Users with Extensions.

3. Click on the specific user/extension that is showing the wrong name.

4. Go to User Details > General.

5. Update the First Name and Last Name fields.

6. Crucial Step: Check the "Record User Name" section. If the old employee recorded their name for the dial-by-name directory, the system might still "think" of them by that name. Click Edit to reset or re-record it.

7. Click Save.

Scenario 2: The name is correct in Settings but wrong in the HUD

Sometimes the RingCentral app "caches" old data. If you’ve already changed the name in the Admin Portal but the HUD hasn't updated:

• Refresh the HUD: In the RingCentral Desktop App, go to the HUD tab, click the three dots (...) or the Settings gear, and look for a "Refresh" option.

• Remove and Re-add: 1. In the HUD, hover over the old name and click the Trash icon or Remove. 2. Click the Plus (+) icon to "Add Extension." 3. Search for the new name/extension and add it back. This forces the app to pull the latest metadata from the server.

Scenario 3: The Desk Phone still shows the old name

If the physical phone on the desk still shows "John Doe" instead of "Jane Smith":

1. In the Admin Portal, go to Phone System > Phones & Devices.

2. Find the device assigned to that user.

3. Click Edit and look for the "Display Name" or "Phone Nickname" field.

4. Reboot the phone: After saving, you must power cycle the desk phone (unplug the power/ethernet and plug it back in) for the name change to push to the hardware.

Pro Tip: If you are a "User" and not an "Admin," you can change your own display name by logging into your extension settings at service.ringcentral.com and navigating to Settings > User Details.