Symptom
A user appears to others in the Dashboard or Aircall Phone as if they are in a call, even though they are not. The user that appears to be in a call additionally cannot receive any new calls.
Cause
While uncommon, certain technical issues may prevent a user disconnecting from a call on Aircall's backend. Although the call is over for the Aircall user, and the person they were speaking with, the backend still believes they are connected, causing them to appear busy to other users, and unavailable for new calls.
Solution
In the majority of cases, this issue will resolve itself with a little bit of time, however it is best to reach out to Aircall Support in order to expedite a resolution.
While an array of technical issues may impact when a user experiences this behavior, as a best practice it is always recommended that agents manually sign out of Aircall and completely close their applications at the end of each working day, and reopen/sign in manually their next working day.