Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide

Calls remains on the softphone call appearance grid after call end.

Usually this is indicative of having not yet received or missing 

an end call event. Possible things to check for:

Check if your agent is in Wrapup state. If it is, then enter wrapup data (if 
desired) and click the Ready or Not Ready button to get out of this state 
and the call should disappear from the grid.

Check the status bar. A status of Offline means that some element in the 
system has failed or gone offline. The system will automatically recover 
from this situation. Wait for the status bar to indicate Online and the call 
should disappear from the grid.

If the call is indeed gone from the phone (that is, no voice), and you still 
cannot get rid of the call entry in the grid, you can logout, and log back 
in and that should clear it. If however the call reappears again after the 
login, then it must still be in a Wrapup state somewhere in the system, so 
you or another party that was on the call must end it by changing the 
agent state to Available or Not Ready.

In the CTI OS Release 7.0 onwards, a ENABLE_CLEARCALL bit mask 
indicates when it is appropriate to clear all call connections.