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 Caller name showing as a colleague...the worlds greatest mystery...

Christopher Nicholson's profile image
Christopher Nicholson posted 03-01-2023 07:45

Hi everyone,

As has anyone seen an issue whereby a call interaction is labelled as a colleague name within 8x8 work?

So, call connects (can be outbound or inbound) but the record shows as being from a single colleague. We think it had something to do with her corporate telephone number being one of our main phone lines...and somehow any calls from/into that number now show as her. We've removed it but issue persists.

Any help/advice/counselling welcome.

Chris

Jonathan Lynn's profile image
Jonathan Lynn posted 03-14-2023 02:11

If you lookup that number in Admin Console in the "Phone Numbers" section, Is "Enabled" shown against "External Caller ID", if so, click on the 3 vertical dots, click "Edit shared Caller ID" and enter whatever name you would like this to show instead.

Christopher Nicholson's profile image
Christopher Nicholson posted 05-28-2023 01:59

Thanks Jonathan.

We worked it out - basically the users local profile contained our inbound primary customer number. With admin, we'd enabled the users 'basic information' to be shown within contact directory. As this persons profile had our inbound number, it was wrongly assuming via work that any calls into this number were from this user. We had to remove the users profile, remove the incorrect number within the profile then re-add them to ensure the problem was resolved, which it now is. Thanks for your time contributing to the resolution.