Name display in CCX/Finesse

[SteveK066]

A customer that is a CCX resource has changed her first name. I'm told it's been updated in what we call NetID, one of 2 LDAP databases. She still displays as her previous first name in Finesse. The customer is a student, so her NetID ends with 'work'. In LDAP Directory there's Work Accounts, which is all IDs ending in work. I've manually synced that directory, but when looking at the record in User Management - End User, her previous first name still shows. In Display name her last name, and her correct new first name shows. Unfortunately in our NetID db we can't see the first and last name or phone number with student accounts ending in 'work' as we do in the staff IDs, without the trailing 'work'. A database admin says the new first name is entered in the work account. 

I was thinking her Jabber profile may need to be deleted and re-created, but since her original first name still shows in User Management - End User, would the results still be the same? Is there a way for me to change it in CUCM?

[Roger Kallberg · Accepted solution]

If you use LDAP as the source of your end users in CM you’d need to change it in the LDAP source. Based on what you wrote I get it that has been changed, but it’s not showing up in CM. If that’s truly the case then you’d need to look into the directory synchronisation logs to see what’s happening. But before going down that path I would recommend that you verify that the data in your LDAP source is what your AD admin is saying it is yourself. That can easily be done with an LDAP browser. I would also recommend that you double check the LDAP synchronisation settings in CM so that they are indeed setup as you think they are just to verify that you are syncing with what you think it should be.

[SteveK066]

Thanks for the confirming the method of how CM gets the data. Late in the day yesterday I received an email from an LDAP admin stating the person must first legally change their name, then submit an official Name Change form to their specific department.  From there it goes through a hierarchy, finally ending up where it should for the LDAP data to be changed. Evidently, that has not yet been the done which is why the LDAP (NetID) data still shows the former first name.

[SteveK066]

Yesterday I received another update that the first name was changed in NetID (LDAP). I did a manual CM LDAP sync and the new first name displayed correctly in CM, CCX and Finesse. Now we'll know what to do if she gets married and changes her last name....