Troubleshooting Caller ID Defaulting to Personal Number

Issue:

A service provider reports that when calling clients from the AlayaCare app, it now defaults to their personal number instead of the intended business number via RingCentral. This was not the case previously.

Solution:

1. Verify client profiles

Check if there have been any changes to the client profiles or the default contact number settings. Ensure that the business number (RingCentral) is correctly set as the main number in the client demographics.

2. Check system settings

Confirm if there have been any recent changes to system settings or workflows that might affect how calls are placed.

3. Compare with other employees

Review the setup of other employees to see if they are experiencing the same issue. Compare client profiles and settings to identify discrepancies.

4. Investigate the app

If the issue persists and is not affecting multiple employees, it may be related to the RingCentral app itself. In such cases, consider investigating the app’s settings or contacting RingCentral support.