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[ShayShay]

I thought that at first ... you need to convert the letters to numbers. So if 9=i ... use the hints ... I can't remember how I did it now, but if you really get stuck let me know.

Like... how is 9=i? Where did you get that? And how do the hints help transform letters into numbers? Oh and what letters? The agent IDs? I am so confused.

I have been stuck on this one for about a week I figured it out and everything with cheats but I still don’t understand how it got to that answer

There is NO translating numbers to letters in this puzzle. I have no idea why or how this came about. I just made a post about how I solved this puzzle, hope this is more helpful

Here are some tips that helped us solve the puzzle. After you have "called" each number make sure to write out the correspondence for each.
URL :

Spoiler!

http://cypher.center/cyphone >turn up audio to hear clues<

1)

Spoiler!

black means a number in the sequence is "good position" this overall means that one of the numbers in the sequence is used in the final answer AND is in the correct location. White means "bad position" overall meaning that there is a number in the sequence that is used in the final answer but NOT in the correct position. Meaning you'll need to deduce based on all the numbers and their "good position" / "bad position" clues.

2)

Spoiler!

even though 9 is included at the bottom, it's still considered as a "good position" in relation to the other phone number clues. Meaning each time black/good position is mentioned, the 9 is included.

3)

Spoiler!

If still struggling to determine which numbers are good, try working backwards from the last two agent's phone numbers.