Home Troubleshooting & Error Resolution Troubleshooting Random Call Duplication or Double Listing on the Console Softphone

Troubleshooting Random Call Duplication or Double Listing on the Console Softphone

Last updated on Jul 31, 2025

Overview

If you're noticing that some calls appear twice or randomly reappear on the Evo Console softphone interface, this can lead to confusion in handling and routing calls. This guide outlines common causes and troubleshooting steps to resolve call duplication or ghost call display issues.

Common Causes of Duplicate Call Listings

Cause Description 🔁 SIP registration conflict The same extension may be registered on multiple devices, causing duplicate call logs. 🧠 Console display caching Temporary UI glitches can cause old or completed calls to reappear or remain on screen. 🔄 Network or latency issues Call updates may be delayed, causing duplicate logs when the state is refreshed incorrectly. ⚙️ Incomplete call teardown Calls not fully closed at the SIP level may appear twice or linger as active. 📲 Softphone and console overlap If both a softphone app and a console are registered to the same user, call logs may sync poorly.

Troubleshooting Steps

✅ 1. Check SIP Registrations

  • Go to Endpoints > Registered Devices.

  • Confirm if the same extension is registered on multiple devices (softphone, console, mobile app).

  • If duplicates exist, consider unregistering one to test behavior.

✅ 2. Restart the Console or Browser

  • Fully close and reopen the Evo Console app or browser tab.

  • Refreshing the interface often clears lingering UI artifacts.

✅ 3. Update Console Software

  • Make sure the Console is running the latest version (especially important for desktop versions).

  • Older builds may have display or sync bugs that cause this behavior.

✅ 4. Check Call Flow for Duplicates

  • Use Flows > Call Logs or Analytics > Call Records to see if the duplicate is a real call or a phantom entry.

  • If only the console shows two entries and analytics shows one, it's a UI sync issue, not a routing one.

✅ 5. Clear Console Filters or View Settings

  • Reset any filters (e.g., queues, call types) that might be causing calls to appear under multiple categories.

  • Switch to “All Calls” view and back to refresh visibility.

✅ 6. Monitor and Collect Examples

  • Capture the timestamp, caller ID, and duplicate entries with screenshots.

  • Report repeated patterns to Evo Support for deeper analysis.

Still Seeing Duplicate Calls?

If the issue persists:

  • Provide Evo Support with:

    • Affected user(s)

    • Call timestamp(s)

    • Console version and browser/device used

  • Support can check SIP traces and server-side logs for anomalies.