It seems the duplication has been fixed after the upgrade.
The pin codes have been set up in TNG correctly (according to document) Calls made WITHOUT using speed dials DO reflect usernames as expected.
From my previous post showing duplicate examples from TNG report you can also see that one of the "duplicate" records does have the user account listed.
This shows that PIN codes have been configured correctly in TNG and is working but as I suspected the record which is now shown in the reports (after we fixed the problem with duplication) is the record which does not have any user association.
To summarize...The client uses speed dials for SOME numbers and pin codes for ALL outbound calls. Calls made using speed dials were reflecting as duplicated (two entries in reports)- we have now fixed this. However the record which remains and is displayed in reports does not have any user associated with it. Users always use pin codes for outbound calls so all outbound answered calls should have a user displayed.
I have attached a few "normal"/non-speed dials calls from the report.
Normal calls.jpg
I then also attached some calls which were made using speed dials which have no user attached.
Speed dial calls with no user.jpg
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