| Problem Summary
| When the agent starts Agent Desktop, a call appearance is displayed showing that the agent is on a call, even though there is no active call on the agent’s phone.
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| Error Message
| None.
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| Possible Cause
| On startup, Agent Desktop asks the CTI server for a snapshot of any existing phone calls to display to the user. Occasionally the CTI server returns invalid data.
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| Recommended Action
| To dismiss the phantom call, click Drop. If the call appearance persists, close Agent Desktop, pick up the phone receiver to get a dial tone, hang up, and then restart Agent Desktop.
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| Release
| CAD Unified CCX 8.5
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| Associated CDETS #
| None.
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