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User status is not changing

One of our users is away - on the phone. She is not. I logged in as her on my computer and the status would not change. I looked at Openfire in sessions and it says away - on the phone when it should be Available. I’d deleted her account and recreated it again. This did not solve it. Then I create another username “username1” and same password and this accounts works fine. It just not or hang up on a status.

any advise?