Changing Phone Ownership Issue

[KCBloch]

Reassigned a number to new employee. New employee name shows when called on other staff phones, but when new employee calls out, old employee name still there.  I've looked and everything seems to be in order:

Cisco Unified CM Administration Directory Information correct, old employee is not listed as an end user any longer

Cisco Unity Connection Administration information is correct for the new user and the old user is not listed

Does anyone know how to fix this or where I may be missing something? thank you in advance for your help. 

[Maren Mahoney · Accepted solution]

There are three settings that impact CLID depending on the type of device.

First - "Alerting Name" which a DN-related setting meaning that it affects all appearances of this line on all devices - This is used as CLID for all internal calls as the call is ringing on the target phone.

Second -  "Display (Caller ID)" which is a Line Appearance setting meaning that each device on which this line appears has its own setting for this. - This is used by CUCM after a call is established and for all calls that go off-cluster such as PSTN calls.

Third - The "Telephone Number" field associated with the End User account in CUCM. Jabber uses UDS for directory information which means that it references the End User Account for directory information. It should also be noted that the "Corporate Directory" that you access on the phone using the Directory button also references the End User account information to populate this directory.

I would suggest looking in all three places for consistency in the information. Especially the "Display (Caller ID)" on each device on which the DN appears.

Note, too, that for PSTN calls the caller ID that the carrier has in their internal database for a specific number may override what your organization is sending out.

I hope this is helpful. If you have questions or if this does not solve your issue please let us know.

Maren

[Kathy N.]

When you say the employee "calls out" do you mean outside of your organization?  If so, could the person they called have that phone number associated with another person in their contact list?  Might not be a setting you can control at all.

[KCBloch]

Thank you all for your help - was able to get this corrected.