We have seen a recent issue with what seems to have worked for several years. When we replace a terminated employee, or someone's job duties shift and they move desks we will change the display name on the phone to match the new user. Lately I have had a few users note that even though the name is changed on the phone, when they call that extension, the old name shows on their phone. Is there a way to update this or some process I should try to force it to refresh the name on that line?
On the Line page we usually change Description, Alerting Name, ASCII Alerting Name, Display (Internal Caller ID), ASCII Display (Internal Caller ID), Line Text Label, and ASCII Line Text Label. Never really had this issue before in doing it that way.
I just went to a phone that has probably never called this extension and dialed it and got the correct name. I am having the users power cycle their phone to see if that will refresh whatever caller ID cache is stored (if any) in the phones.
It turns out the users informing me of the issue were confusing "display name" with voicemail greeting. The new owner of the number had not set up their own voicemail so when they called the number and got no answer it was going to the old user's voicemail.
Can you check whether ITL is updated on the phones and try deleting the ITL using the below procedure on one such phone to see if that helps ?
Just to add a note to the great info from Brandon,Chris & Rajan (+5 each) this issue is often seen when the DN in question also appears on other phones as a Shared Line. If so, you need to change Alerting name/ASCII Alerting name portion on the shared Line appearance and use the propagate button to update it on the other shared devices.