Troubleshoot: The Wrong Name is Heard when Calling a User’s Extension

  • 0
  • 1
  • Question
  • Updated 1 year ago
  • Answered
  • (Edited)
Scenario: When I call Lise Smith’s extension the User Greeting and/or Voicemail Greeting says a John Ryan instead. What’s going on?




Want to learn more? Check out and follow our Troubleshooting Guide Index


Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 39,460 Points 20k badge 2x thumb

Posted 1 year ago

  • 0
  • 1
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 39,460 Points 20k badge 2x thumb
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.
(Edited)
Photo of Chris Duquette

Chris Duquette, Champion

  • 13,858 Points 10k badge 2x thumb
stole my thunder
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 39,126 Points 20k badge 2x thumb
Sorry, Chris :P