If you find yourself in this predicament there are a few things that you can check before Contacting Support.
-Check Record User Name under User Details
-Click on the Record User Name button and listen to the Recording
If the recording says someone else’s name, then that is the cause of the issue. To fix this you can either re-record the Custom Record User Name or you can select the text-to-speech name option and type in the correct User’s Name and Save your changes.
Why did this happen and what’s the cause? This happens when you re-use an extension. In this example, John Ryan used to be extension 110 but then he left the company and Lise Smith replaced him. People often think that if you change the First and Last Name information under User Details, everything will be fine. However, on the back-end, it often gets stuck. This is why we recommend not re-using extensions because it can cause issues.