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New Member

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4 Messages

Tuesday, December 13th, 2022 8:41 PM

Phone Re-Assignment?

We recently had to reassign a phone to a new user after an employee left and was replaced. The new user was sent an invitation and created a new account. I re-assigned the phone to the new user and everything looks fine in the admin portal.

The problem is, when users receive a call from this phone now (at least internally), the caller ID shows the correct extension number but instead of the user's name, it says "Unused Seat" as though the phone is not assigned to anyone. I also see this on the call logs online. When I open my missed and past calls on my phone, it shows the users name but that might be because I have her added to my directory manually.

Any idea why this might be happening? Does something need to be restarted?

Official Employee

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35 Messages

2 years ago

Hello @rhuffman_ACLS!Thank you for taking the time to reach out and being part of the Xfinity family. Sounds like an account refresh may need to be done after the re-assignment took place. Are you still having the same issues?

New Member

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4 Messages

@Comcast_Antoine​ Thanks for your reply. Yes, we are still having trouble. I just heard from another user that they were forwarded a call from the new user and the caller ID came up as "unused seat".

Official Employee

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78 Messages

Have you already performed the account refresh? 

New Member

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4 Messages

@Comcast_Airelle​ No, I have not. How do I go about doing that?

Contributor

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12 Messages

@rhuffman_ACLS Good question. You can start the account refresh by accessing the Xfinity My Account app. Select Voice services and begin troubleshooting. The troubleshooting guide will work through some steps before asking to restart your modem. Be sure that all calls have been completed before restarting the modem. It will take up to 8 minutes for the modem to fully reboot. 

I no longer work for Comcast.

New Contributor

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1 Message

1 year ago

Wow, you don't need an account refresh for that.

  1. Log into the admin portal
  2. Go to "Business Voice Edge User" under services.
  3. Navigate to the extension that needs to be corrected.
  4. Click on "Manage Settings" on the extension dashboard
  5. Scroll down, you can change the caller ID from Unused Seat to the person's name.  
  6. Save and exit. 

Visitor

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1 Message

@user_6f1557​ Thank you! That was exactly what I ended up doing after some more poking around.