If your organization migrated from CoolFocus 3 or 4, you may notice a client record only shows one phone number in CF5, even though the old system had separate Phone 1, Phone 2, and Phone 3 fields.
CF5 uses a single Cell phone field per client instead of three numbered phone slots. During migration, only the phone number that was marked Primary in CF3/CF4 carries over into that Cell field. Phone 1/2/3 values that were not marked Primary are not migrated automatically.
Check whether the missing number was the Primary phone in your old system. If it wasn't, that's expected — only the Primary number migrates.
If you need the other numbers, they can be added manually to the client's Cell field, or as an additional contact method if your organization uses one.
If a number you expected to see was marked Primary in the old system and still didn't migrate, contact support with the client's name and account so we can check the migration record.
While reviewing phone numbers, you may also notice a client's record shows as "Active" while an associated Case shows "Inactive" (or vice versa). These are two independent flags:
Client Active — whether the client record itself is active in your organization.
Case Active — whether a specific case/engagement for that client is currently open.
A client can be Active with no open cases, or have an Inactive case while the client record itself stays Active. Check both separately if a count or report looks off.
