"Call on hold" on phone manager

[Smovk]

We are using ipo 406v2 4.1. and phone manager pro 4.1 in call center, agents are receiving calls to digital phones 5410. IPO software is same as phone manager.
We are having problem with incoming call on phone manager. Agent answers call and agent can see active call on phone manager and on digital phone. Problem occurs when call is disconnected. On phone manager this call is visible as call on hold, on the phone is no call (active or call on hold) and call is actually disconnected. This “call on hold” stays on until agent restarts phone manager. When next call comes problem is repeated.

 

[Bas1234]

What sort of "appearance" keys are the programmed on the phone?

What version is the ipo and pmpro 4.1.???

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It works! Now if only I could remember what I did...
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[Smovk]

Agents have Call appearance buttons programed (3) on their phones.
IPO version is 4.1.12 and PM 4.1.14. We also tested this on PM 4.2.19 and we have the same problem.

 

[IPOfficeIreland]

how does each agent answer the call and hang up the call -

if PM what are they pressing.

 

[Smovk]

Agents are answering phones on the phone by pressing Call appearance button or in PM with clicking on line with incoming call, they hang up by pressing drop button (on phone and PM).