I worked with Genesys and had the same issues occur. We had an application called Test Phone that I think we acquired from Genesys. When a phone would get stuck in ringing or dialing ect, we would use the application to register the DN/Agent ID, to see what state the device was in and, and then release it with the test phone. This would clear the trouble. Lots of issues though between the Meridian and Genesys!