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Outlook 2010 Phone number field

Posted on 2016-09-25
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Last Modified: 2016-10-07
I have an Outlook 2010 user Jsmith@example.com.

 on the  Address Book, the phone number will show as correct ,ex: 999-999-9999
however if himself or any other Outlook 2010 user will open new email type jsmith in the To: field then click "check name", the full name will be displayed on the To: field, however if you highlight the full name and hover the mouse over it, the little popup will show a different phone number,ex :888-888-8888

This happen if only you do it from Outlook 2010. if you do it from Outlook 2013 or Outlook WebApp, the correct phone number will show up after you highlight and hover the mouse over the name .

I checked if user has contact locally that might have that wrong phone number but could not find it..
I have not checked if there is contact in ACtive DIrectory, but there is an AD account for the user with correct phone number, that 's where Address book pulls it from.

I would like to know where that wrong phone number is coming from.

Thank you
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Question by:jskfan
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Accepted Solution

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Todd Nelson earned 500 total points
ID: 41814753
From a domain controller, open an elevated command prompt and run this command.  It will get all of the AD attributes for a user with the last name of "Smith" and output them to a CSV file so you can find the number.

csvde.exe -f export.csv -r "(&(objectClass=user)(sn=Smith))"

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Additionally, this second command will output all of the numbers for all of the users in AD.

csvde.exe -f ad-objects.csv -r objectClass=user -l DisplayName,objectClass,userPrincipalName,facsimileTelephoneNumber,homePhone,ipPhone.mobile,pager,telephoneNumber

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In Outlook 2010, it may show a different number by design as it may be polling a different attribute.  What is the difference between the number shown in Outlook 2010 versus the other versions?  Is the experience consistent for all users with the varying client versions?
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Author Comment

by:jskfan
ID: 41815160
For now, I have seen 2 Outlook 2010 users  when they hover the mouse over the jsmith in the To: field, they see that number which is not the one in Address..
if it is done on outlook 2013 or Web App you can see the correct number which is in the address book.

Address book shows the correct number , the same as the one in AD.

I have no idea where Outlook 2010 from different users can see that wrong number.

I am saying Wrong number, but in fact it used to be the right number before it has been changed..
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LVL 14

Expert Comment

by:Todd Nelson
ID: 41815164
I assume Outlook 2010 client may be configured for Exchange Cache Mode (enabled by default) but not updating properly.

Are you able to disable cache mode and see if the number shows properly?

Alternately, you can leave cache mode enabled and download an updated copy of the address book.  From the Outlook client select "Send/Receive" from the toolbar, click "Send/Receive Groups", and choose "Download Address Book". Then disable the option to "Download changes since last Send/Receive" and click OK. This action will download the full (and most current) address book for the individual Outlook user.

Let us know.
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Author Comment

by:jskfan
ID: 41816358
Exchange is not in cached mode on jsmith Outlook.

the problem is,  even if I use outlook2010 from my PC or my co-worker uses Outlook2010 from his PC, will get the same issue when we highlight jsmith name on the To:field and hover the mouse over it..
The address book, shows correct phone number.

when we use Outlook 2013 or OWA, this does not happen. is this Outlook 2010 Bug. ?
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LVL 14

Expert Comment

by:Todd Nelson
ID: 41816456
In Outlook 2010, it may show a different number by design as it may be polling a different attribute.

Bug?  Not necessarily.  Unfortunately, I don't believe it is anything Microsoft will resolve.

I'd be interested to see, however, if someone knows how to address, resolve, or explain what you are seeing.
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Author Closing Comment

by:jskfan
ID: 41834549
I will close this Question.
It is a Mystery but has no impact
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