Why is the user "contact phone" now visible in softphone directory information for users?

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The "contact phone" field in the user setup is described as, "This contact number will be used to contact you if we need to verify your identity.".  We have historically entered the person's cell phone number here.  Today, a user noticed that the number entered there is all of a sudden showing up in the Softphone user directory as a Direct number (in addition to the RC number that is assigned to them, which used to be the only number displayed there).  Why has this changed?  Is there a way to choose what fields/data you want included in the contact listing?  Also - the user who can see that information in their softphone is on a different version than I am... and I can't see that information.  So is it something that changed or was corrected in a release?
  
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Shannon Maggs

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Posted 5 months ago

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Saadet - Community Support, Official Rep

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Hey Shannon,

What version of the softphone are they on?

What version are you on?

I cannot replicate this on my test account so the more information you could provide the better :)
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Shannon Maggs

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I am on version 9.4.3.29474 (and I do not see the Contact Phone in my directory, just the actual RC direct number that is assigned to him 412-253-1341).  The user who sees the Contact Phone from the User Details shown in the screenshot is on version 9.3.5.28675. 
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Ah, that probably has something to do with it. 9.3.5 is a little bit older. I would have them upgrade to the 9.4.3 version.
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Shannon Maggs

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Yes, I would imagine that would solve the issue.  I was hoping for a better answer since I'll need to make sure all 75 of our users are upgraded to the most recent version, which historically leads to more problems for some.  
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Hey Shannon,

Your users should have been prompted to upgrade to a newer version a while ago...

Truly, the reason has to do with them having an older version of the softphone and your online account (as a whole) being on a newer version (9.4). There are new features in the 9.4 interface compared to the 9.3 and the softphone is affected by it. Why exactly the 9.3 softphone version is pulling that information, I don't know since I'm not one of our programmers. But upgrading will correct the issue :)
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David Parent

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On a related note: I'm looking to have employee's cell numbers display in the RC contact list. How can I make this happen? I've added the cell number to both the contact phone field and the cell number field and it doesn't display in the RC contact user detail list.
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Hey David,

I couldn't get it to display either :( So I checked, and there's an open feature request for this.

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