OK, there's a timeout for the cache, if you changed it and immediately try to see the new info, chances are, it will not work (unless that you just happened to match the timeout and refresh of the cache)
If you want the info to be refreshed immediately, you'd need to right click, and view profile.
Otherwise, it will take around 24 - 36 hours for the cache to timeout, and they should pull the new info.
For the user that doesn't show anything, you want to make sure he's getting the right config and has no connectivity problems, might want to review a PRT.
The only thing I had to do is login with my credentials to the employee that could not see nothing and have him log in to my PC where I could still see the old number. After that we both could see the right results with the correct phones.
Do you know if the PC keeps a cache of the Jabber and when someone else logs in the cache gets cleared??
If so do you know where is this cache in order to clear it manually??
I must mention that when troubleshooting in the past I had removed the Jabber completely, deleted every file, cleared the Registry and the Temp files with a program and reinstalled the Jabber but nothing happened.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...