We usually find that this issue happens when an agent has not logged out of the dialler correctly.

The correct procedure to log out of the dialler is to click the "Logout" button on the top right of the dialler page. If the agent just closes the browser without pressing the logout button it causes ghosts of the agent to stay logged in meaning that agents can end up in the same conference or getting multiple calls at once.

If an agent's browser crashes or an agent is experiencing a problem like this, the best way to rectify it is for the agent to log into the dialler then log out straight away. When the agent logs in next all ghosts will have been removed and the agent should have no issues from that point onwards.

Please try the log in, log out, log in method and see if that rectifies any problems you are having.