Troubleshooting Tip: FortiFone desktop softclient active call widget not refreshing automatically

Steps to reproduce:

• Place incoming call to Fortivoice call queue that shows in active call widget.
• Answer call by agent/extension.
• The active call widget continues to show a call queue number for the recipient instead of the extension that has answered the call.
• Pressing the refresh button will then show the extension number. The same behavior occurs if the call is transferred.

For example:

At 10:59, a call enters the queue. It has been picked up by agent 3160 (Alex Barreto).

A manual refresh is required at 11:00AM to reflect the correct state.

At 11:01AM after the transfer, a manual refresh is required to reflect the transfer to ext-3159.

The root cause is the race condition. When an agent picks up a queue call, the FVCallStatusUpdateCalleeNumName, and AgentConnect events will be sent by the AMI.

The prior event is to update callee_name and callee_num, and the later event is to retrieve data from rt_call_status and send the message to the front side. Sometimes however, the data query happens before the update operation, so the msg.to_name, msg.to_num retrieves the outdated data.

Upgrade the FortiVoice to v7.0.6 (see Resolved issues) or 7.2.0 to fix the issue.