UCA shows an incorrect contact when receiving a call.

[cats]

Hi again!

This has happened twice for just one user in the office. When she got a call, the UCA call box popped up showing an internal contact while the call had in fact originated from outside the company. She then called the internal contact and made sure that they did not ring her nor forwarded any calls to her.

I have no idea how this can be happening or how to troubleshoot it, since it has only happened twice in 4 months and no one else has had a similar issue.

Any help or suggestions appreciated.

Thank you

[akuhn]

It might be related to outlook contacts.  The wrong number with The wrong contact syncd with uca might so that.  Just a guess. 

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[boycey9]

This sounds the same as one I answered a few weeks back, Your Trunk numbers are clashing with your internal extension numbers.
Check All trunk numbers and ensure none of them are the same as any dn's

[Kurt]

oo thats a good warning about DN's clashing from Trunks and Extensions.  I'll have to note that one.

[martyn]

I think I vaguely remember seeing something about this being an issue in UCA 4, but fixed in 5. I'll have to have a look again.

[jmurray]

It could also be a simple case of a user entering the wrong inforamation in their profile. 

We just had a complaint that when a specific external number was called it always popped up UCA showing that the call was to a specific internal user.  That user had for some reason gone under their UCA account and added the external number as one of their personal numbers.  Since UCA sees this entry anytime that number was dialed, it was showing the name and picture of the user.

Check the user contact information for that internal user and make sure that external number isn't entered as a personal number.