question

christina-cifelli asked Jun 23, '17 saadetswift16514 answered Jun 23, '17

We received 6 envelopes addressed to an old employee who is NOT on our RingCentral account.

We received 6 envelopes in the mail containing E911 stickers to put on our phones, but the envelopes were all addressed to an old employee who does not work here any more and has NEVER been associated with out RingCentral account in any way. How on earth did Ring Central get her name, and why are these addressed to her?? We need that person's name removed from any and ALL correspondence from RingCentral. When I called customer service they could not help me. Please advise!

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saadetswift16514 answered Jun 23, '17

Hello Christina,

I've made this discussion private so you can post account specific information.

Who is the employee that you are referring to? What is the address that these were sent to?

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christina-cifelli answered Jun 23, '17

Hello, the employee these were addressed to is Monique Davis. The address for our business which these were sent to is La Cumbre Animal Hospital, 110 S. La Cumbre Rd, Santa Barbara, CA 93105

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saadetswift16514 answered Jun 23, '17

Hmmm...that seems very odd. I'm going to do some research and see what I can find out!

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saadetswift16514 answered Jun 23, '17

Hello Christina,

I have discovered the reason why you received the stickers with Monique's name on it. Any time that you add a Digital Line (whether you are adding a physical phone or adding a softphone - the desktop app) it will ask you about the E911 address. At some point, an Admin on the account placed Monique's name in the E911 field. Therefore, all orders (unless specified otherwise) are going to pull the information that was originally saved. Here is an example of what I found:

Now, this can easily be remedied the next time you place an order. You will be asked towards the end of your purchase about the E911 address, all you have to do is update that information and you are all set!

If you want to update each existing device's E911 address and you're an admin on the account, feel free to take a look at our Knowledge Based Article that walks you through it.

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christina-cifelli answered Jul 28, '20

Thank you! Yes, we were really surprised and confused as to how the heck this could happen.

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saadetswift16514 answered Jul 28, '20

I completely understand! I'm in the same boat. I'll let you know when I get an answer :)

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