presence status not updating correctly across devices

[John Jones]

Hi all,

We're running Cisco IM and Presence 14 integrated with CUCM 14
Users are reporting intermittent issues with presence status not updating correctly across devices,
for example, when someone is on a call, their status sometimes still shows as "Available" to others,
or remains stuck in "On a call" after the call ends.

We've checked the basics: database replication is fine, the XCP router and SIP proxy services are running,
and the users are all using Cisco Jabber 14 for Windows.

The issue seems more common when users have Jabber running on both desktop and mobile.

Is this a known issue or misconfiguration?
What else should I check to ensure proper presence state synchronization across devices?

[Mohammadreza Hadi · Accepted solution]

check this steps, maybe helps..

make sure you are not unintentionally enabling both UDS and EDI simultaneously on Jabber clients,
which can result in unpredictable presence behavior — especially across platforms..

check SIP trunk configurations between CUCM and IM&P
SIP Trunk to IM&P should have the “Presence Subscription” checked..

also on the IM&P side, check that XCP Router and XCP Connection Manager services are stable..

for MRA through Expressway,
verify that the cisco-uds SRV records resolve consistently across internal and external networks
and that your Jabber clients correctly fallback to MRA without bypassing DNS lookups..

[John Jones]

thanks @Mohammadreza Hadi 

i set only "UDS" for jabber clients across all clusters & for all users profile
and seems issue is now resolved