Stuck Call in CyDesk Client

Problem

Tom is using CyDesk to monitor and control extension 207. After the call has ended on the actual telephony device, CyDesk does not clear the call and it still shows an active call.

Analysis

On the server, we use TAPI Soft Phone to also monitor 207. If TAPI Soft Phone also shows a call is occurring at the device, then it is highly likely to be a TAPI fault.

Troubleshooting Steps

Attempt to Hang Up the ‘stuck’ call with TAPI Soft Phone.

 If the ‘stuck’ call is cleared:

 Check with CyDesk.

 If CyDesk has cleared the call, the issue is now resolved.

 If CyDesk still shows an active call, restart CyDesk PBX Server service

 If the ‘stuck’ call cannot be cleared

 Close TAPI Soft Phone

 Run the Restart_TAPI batch file

Confirmation

 Run TAPI Soft Phone and monitor 207 again.

 Make a call and hang-up the call.

 TAPI will indicate that there is no active call on this device.

  Perform the above with CyDesk.