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  • 1.  Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-10-2025 10:52
    No replies, thread closed.

    Has anyone else seen a change in the appearance of the Phone Name for the User in Genesys Cloud?  As of Thursday morning, when users logged on an clicked their profile icon, the Phone Name now appears duplicated.  My particular phone name is "Mike Shepard - Office", and that is how it still appears under Phone Management but somehow it now appears as it does below. There was a patch that was completed at 2:00 am est on Thursday (SmartApps Cloud Fall '24 Patch 3) and don't know if something within that may have triggered this change.  The phones are functioning properly, its just the phone name in the profile that appears affected. We have a ticket opened but wanted to see if anyone else is seeing this as well.


    #Telephony

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    Mike Shepard
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  • 2.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management
    Best Answer

    Posted 01-10-2025 12:02
    No replies, thread closed.

    Hello Mike, 

    I checked a couple of environments that I have and they appear normal. I dont have the SmartApps but I think you may want to start there. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 09:32
    No replies, thread closed.

    Hi Mike-

    I have noticed that our physical phones are duplicating when searching for them. Any phone that is logged into also does not show in the list anymore. This is new for us. 

    Steph



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    Steph Voelker
    Systems Administrator
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  • 4.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 09:41
    No replies, thread closed.

    Same here.  The phones that were logged into normally appeared but were grayed out.  Do you use SmartApps, because this didn't start happening until immediately after the SmartApps patch was completed?



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    Mike Shepard
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    Original Message


  • 5.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 09:38
    No replies, thread closed.

    We're experiencing the same in our org - I believe it's gone from showing just the "Phone Name" to "Phone Name - Line Key Name".  We have a ticket open with Genesys Support as well; it definitely seems like an odd change so not sure if it's intended or a bug, especially with no forewarning.



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    William Sparapani
    NA
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  • 6.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 09:45
    Edited by Mike Shepard 01-13-2025 09:45
    No replies, thread closed.

    Hi William,

    Do you use SmartApps, I believe this is related to the SmartApps patch that went in right before this started happening?

    Thanks



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    Mike Shepard
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    Original Message


  • 7.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 10:02
    No replies, thread closed.

    We actually don't use SmartApps in our org (I'm guessing that's an integration?) but our issue started on Friday 1/10.  I'm guessing that it was part of the usual Genesys weekly automatic updates, though I could be wrong.  



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    William Sparapani
    NA
    ------------------------------

    Original Message


  • 8.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 09:45
    No replies, thread closed.

    We do use SmartApps. 



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    Steph Voelker
    Systems Administrator
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  • 9.  RE: Phone Names appear as duplicated in profile but appear correct in Phone Management

    Posted 01-13-2025 09:55
    No replies, thread closed.

    Thanks for sharing.  I had put that in my ticket, that I thought it might be related to the patch but the Genesys tech only questioned if we were logging into Cloud using the desktop app compared to the web app (which the result is the same on both).



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    Mike Shepard
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    Original Message


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