Agent stuck in Call Present status SECC

[hurricaneguy]

We have one phone that periodically will get stuck in Call Present status.

The phone does not ring or give any indication that a call is being presented. If you look at the phone no line keys are lit and you can pick up the DN key and get a dial tone.

The agent can logout and log back in and then start recieving calls, but unless a supervisor notices on real time display it could stay on Call Present indefinitely.

We have a Symposium Express 4.2 with an option 61 Rel 4.5. The phone is a 2616.

 

[sandyml]

I'm not saying this is your issue, but is this phone a long way from the PBX -- like a separate building or otherwise distant? I've occasionally run into status update problems with long cable distance. If not, have you tried changing out the phone? And finally, were any changes made to the phone while it was acquired? If so, deacquire, then out and rebuild programming.

 

[hurricaneguy]

The phone is only about 20 feet from the PBX so distance should not be an issue.

The Phone has been changed out before but I might replace it again just to be sure. No changes have been made recently.

 

[captaingadget]

Suggest you change the interface card if a phone chnage doesn't fix it.