We have an agent works from home, 5000 system has phantom setup forwarded to his home number. He says when a call is transferred from the office to the phantom it disconnects after 12 minutes.

I have checked CO Unsupervised Timer and it is at 255. Would there be something else that would cause this call to drop?

You’re on the right track with the unsupervised timer. Is it possible that the call is being placed from another node with a different unsupervised timer value?

That's certainly possible. I will check all nodes and check that settings but I do believe more times than not it's a direct call to that node.

There is 9 nodes in total. All have the same setting of 255.

Try adjusting the Abandoned Call timer.

Haven't tested but I bet this was the issue. All other nodes were set to 255 and this 1 node with the issue was set to 10. Makes sense based on the agents complaint. Thanks so much!