The Cisco Desktop Sync Server service Runs every 10 minutes to update the Agent info that is stored in SQL to LDAP that is used by the Desktop Administrator and other Spanlink components. You can manually synchronize it by highlighting locations on the Cisco Desktop Administrator then from the menu select Setup->Synchronize Directory Services.
If the above doesnot resolve the issue, do open TAC case and attach MIVR log - SS_TEL, SS_RM, SS_CM, SS_RMCM and CAD logs with debug level as 204.
Possible Cause : The agents phone is not associatedwith the RM JTAPI provider in theCisco CallManager.
Recommended Action : In the User ID Field in the Cisco CallManager IPCC Express Configuration web page,associate the agents phonewith the RM JTAPI provider.If it is already associated, unassociate and reassociate it. If that corrects it, open a TAC case to investigate availability of a Call Manager correction.
If the above doesn't help, please open a TAC case and provide the agent.dbg trace with debug level set to 204.