In the "Presence Information" view of 3CX, we see the caller, callee, state and duration for all calls. When the call is waiting in the queue, the duration shows how long the customer has been sitting in queue, waiting for their call to be answered. When the call is answered, the duration may change based on whether the agent answering is using an IP phone or softphone . When using an IP phone, the duration continues counting, while the callee changes to the agent's name. When using a 3cx soft phone, it resets the duration to reflect the duration of the call between the agent and the merchant, giving us a better idea of how long they are on the phone. Since it happens with one and not the other I assume its a configuration issue of some sort. We use Linksys SPA 942 IP Phones with 3cx Version 12 - Version 32127.322. Configured using this guide - http://www.3cx.com/sip-phones/linksys-spa-921/ Thanks!