Change user extension (UC integrated with CM)

[ShaneKaufman1470]

I am trying to update a user's extension in UC. We import our users from Call Manager and that all works fine, but the extension field is grayed out in UC. What I have been doing is deleting the user in UC, and re-importing into UC as a new user. That works fine, but it's a pain because I have to make sure it's OK to delete the existing voicemails etc. I'd prefer to just update the extension and I'm sure there's an easy way, I either don't know how or the user synch isn't working. 

As an FYI, I did call into support, but it was pretty unhelpful. I feel like this should be pretty easy. 

Note - this is at the top of our users in UC. "This user is integrated with a Cisco Unified Communications Manager end user. Some fields may be disabled." Hence, the grayed out extension field. 

[Mike_Brezicky · Accepted solution]

In CUCM, make sure the user Primary Number is updated under Directory Number Associations. Then in CUC, select Users > Sync Users.
Find Imported Users In <CUCM Server> and search for the user, then hit sync. As long as there are no conflicting extensions, the user number is resynced from CUCM.

[ShaneKaufman1470]

This is what I thought the process was. I do that and it says sync successful but then it doesn't actually update the extension. Thoughts?

[Mike_Brezicky · Accepted solution]

Hmm, I have not had any bad luck with this process. Again as long as the Primary Directory number and Device association in CUCM is correct, it has always updated for me. If you are following the correct procedure and its still not giving the expected results, I would suggest opening a TAC case regarding the sync process.

[ShaneKaufman1470]

Where exactly am I looking for the Primary Directory number? Maybe I thought I had it in all the correct places and maybe I'm missing one. 

[ShaneKaufman1470]

Never mind, I found it and I think that's what the issue is. I have the correct extension set other places, but not in that drop down. I'll try that and let you know but I'm guessing I just didn't set it in ALL the places.

[ShaneKaufman1470]

That was it. I guess the part that confuses me is I updated the associated users on the devices and lines and everything but it doesn't update the associated devices on the user. After I did that manually, I could select the new extension in the Directory Number Association. 

Just in case anyone else has this same issue.