question

dispatch-one1415 avatar image
dispatch-one1415 asked ·

Contact info from user info is overriding incoming caller id in directory

I am the administrator of our system. I put my cel number in the "contact phone" field of all the users I set up including the super admin ones.  Now when I call or text to the other users in the system, my caller id gets picked up as one of those users who have my cel number in the contact field.  How do I get the directory/incoming caller id to ignore those "contact phone" entries? Thanks to whoever solves for me.
General Topic
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image
saadetswift16514 answered ·
Hmmm.....do you have some samples you can share? I can make this post private if you'd like. 
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

dispatch-one1415 avatar image
dispatch-one1415 answered ·
Thanks. Not sure how to do an example of this. But try this.  When I set up a different user, call it "dispatch 2" for example. In the user information under user details "contact phone"  (which is defined as "This contact number will be used to contact you if we need to verify your identity".) I list my celphone xxxx2209 number.  Same celphone number is already listed for me with my name David in company contacts list. But now if I call or text in to any company number from that celphone xxx2209, the caller id sees me as "dispatch2" vs. David.  It seems that the "contact phone" data field overrides all else for the caller id system. 

I have fixed this by removing "contact phone" entries on most users and using an unrelated personal  phone number in the super admin which requires an entry. Now when I call or text, I come up as David again but probably will have trouble if RC needs to call that number for verification.

This started about 6 to 9 months ago. Did not have the problem before that. 

Hope that helps.
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image
saadetswift16514 answered ·
So sorry to be following up on this so late! Have you tried this again? I can't seem to replicate it on my test account :(
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.


Get the new RingCentral app