Phone Numbers are Missing or Incorrect

Overview

Click What is the "Preferred" Staff/Faculty Phone Number displayed in SS&E? to see how Student Success & Engagement determines which staff phone number display as their single "Preferred" phone number.

Troubleshooting Phone Data

By default, phone numbers import into SS&E from the SIS on the Person Phone data feed.

• Upon implementation, the Person Phone data extract definitions are usually set up so that for staff members, the SIS Import will ignore all personal numbers and only import the staff office (Campus) phone numbers, while for students the SIS Import process will include personal numbers so that these display within SS&E.
• When a phone number is included in the Person Phone data extract, it will import into SS&E and display on the UI as long as it is not inactive/deleted (active=false, deleted=true).

  • To identify which phone numbers display in SS&E, search the Person Phone Imported Data View by the person id (person source system id) from https://yourinstitution.avisoapp.com/aviso/datafeed/dataShow?name=personPhone.

    Note: Replace yourInstitution in the above link with your SSE/Aviso domain as displayed in a working URL. For more details, click Support Articles include Broken Links with 'yourInstitution'.

  • Since the Person Phone data feed integrates data deletion with the SIS, excluding the person phone record source system id from Person Phone All Ids will remove the phone number from displaying on the UI.
• The Person Phone Data Extract Definitions determine if a phone number is included in the Data Extract/Json file based on a person's "role".  However, once the data is included or excluded by the data extract definitions, SS&E will only display "active" person phone data that has been extracted from the SIS and included in the Person Phone data feed import.
  • If a phone number is either included or missing from the data extract and that is not the expected result, use the SIS Integration Troubleshooting process found SIS Integration Troubleshooting Guide to help resolve the source of the data inconsistency.
  • Once identified, if the source of the data inconsistency is either in the data extract and/or the SIS, this must be resolved in the SIS and the data extract definitions Informer/query . Once resolved, the SIS Import process should import the correct/expected data from the Person Phone data extract into SS&E.

Example - A staff members personal cell phone number displays in SS&E

Sometimes the phone number displayed in SS&E is the wrong phone number. Usually, when this happens, the staff member's personal number (such as a cell phone number) displays on the UI rather than their office number, and is therefore incorrect.

• Most often, the reason this occurs is that the person is both a student and a staff member.
  • When a person is assigned both student and staff roles, based on the data extract definitions, SS&E will most likely have imported personal phone numbers since they are also a student, in addition to any office phone numbers imported when a person is assigned a staff role. Removing the personal phone numbers from the data extract does not help remove the numbers from the UI.
• By design, when data "disappears" from a data feed import file, SS&E does not automatically remove the record from displaying in SS&E.
  • The way this is determined actually differs between data feeds. 
    • Data feeds that integrate data deletion with the SIS utilize the All Ids feed to determine if and when data is removed/deleted from the UI. To find which data feeds integrate SIS data deletion click Data Feed Action.
    • Data feeds that do not integrate data deletion with the SIS will most likely need to have data manually removed from SS&E by the Professional Services team.

Resolution

1. When a person has an incorrect number displayed in SS&E, navigate to their user profile to view all numbers on file for the specific person.
2. If a correct number is listed, select "Edit" and check the "Verified" checkbox.
3. As long as it is the only "Verified" phone number, this will be set as the phone number that appears by default in SS&E.
4. To completely remove a Person Phone record from displaying in SS&E, it must be marked as "inactive" and "deleted=true" on the Person Phone Imported Data View. If Person Phone SIS data deletion integration is implemented, this is determined by the Person Phone and Person Phone All Ids data feeds.
   • When automated data deletion is integrated with the SIS via the All Ids feed, as long as the All Ids data feed includes the person phone record source system id, it will display in SS&E.
   • In order to remove the personal number from displaying in SS&E, the Person Phone data feed extract definitions must remove the record source system ID that is saved in the database from the All Ids feed. Then, when the "sisDeletionBatchJob" scheduled job runs (once every 24 hrs at 2 am by default), it will be marked as deleted (yet remain in the db) and be removed from the UI.
   • If the Person Phone All Ids file does not include the Person Phone record source system id displayed in the Imported Data View, please open a ticket with SS&E Support for further analysis, including details of all findings.
   • If the person phone record is manually "deleted" in SS&E on the Imported Data View, and the Person Phone data extract definitions are not changed, then the phone number will continue to reappear in SS&E as long as the source system id is still included in the Person Phone All Ids file (PersonPhoneIds.Json). To remove this person's phone number record from displaying in SS&E, the source system Id must be removed from the Person Phone All Ids feed.

Student phone is not importing/updating, even though it is in the CSV file.

When a phone number is in the CSV file, but not in the JSON file, the most likely cause is that they are being identified as a staff member, and staff personal phone records are being excluded by the Accelerate query.

It is common for Accelerate feeds, especially for institutions using the CSV Method, to filter personPhone records based on a file named person_role.csv. This is to prevent staff personal phones from being imported. If a person is listed as staff/faculty/employee in the role file, their personPhone records will be excluded from the feed (sometimes staff campus/office phones are included).

To resolve this:

1. The role from the SIS can be corrected to student only if the person is incorrectly marked as staff.
2. The personPhone filters can be updated to use different data/criteria to filter out staff phone numbers
3. Other solutions may be possible but institutions should be careful not to unintentionally import personal phone numbers for staff. Technical Services Consulting is available to address other solutions case by case. For example, the Watermark Academy Small Technical Project.