Agents in queue "In Used" when not in a call

We have a couple Queues in our Freepbx 16 (Asterisk 18.9-cert7) and I notice that some agents show “In Use” with the queue show command when they are not on the phone (either in our out of the queue). Here is an example:

8001 has 0 calls (max unlimited) in ‘rrmemory’ strategy (8s holdtime, 190s talktime), W:0, C:18, A:1, SL:94.4%, SL2:94.7% within 60s
Members:
VECI FRANCISCO MOYA (Local/388@from-queue/n from hint:388@ext-local) (ringinuse enabled) (dynamic) (In use) has taken no calls yet (login was 29295 secs ago)
VECI CATHE SANCHEZ (Local/137@from-queue/n from hint:137@ext-local) (ringinuse enabled) (dynamic) (In use) has taken 1 calls (last was 1463 secs ago) (login was 3341 secs ago)
VECI ANARITA JEREZ (Local/349@from-queue/n from hint:349@ext-local) (ringinuse enabled) (dynamic) (In use) has taken 1 calls (last was 2420 secs ago) (login was 4240 secs ago)
VECI EVELYN VASQUEZ (Local/193@from-queue/n from hint:193@ext-local) (ringinuse enabled) (dynamic) (Not in use) has taken 3 calls (last was 4084 secs ago) (login was 20147 secs ago)
VECI MYLENE RESENER (Local/371@from-queue/n from hint:371@ext-local) (ringinuse enabled) (dynamic) (In use) has taken 1 calls (last was 3556 secs ago) (login was 7303 secs ago)
VECI KARINA NORAMBUENA (Local/303@from-queue/n from hint:303@ext-local) (ringinuse enabled) (dynamic) (Not in use) has taken 1 calls (last was 1909 secs ago) (login was 3683 secs ago)
VECI CAROLINA VARGAS (Local/210@from-queue/n from hint:210@ext-local) (ringinuse enabled) (dynamic) (Not in use) has taken no calls yet (login was 28684 secs ago)
VECI RAUL SANCHEZ (Local/114@from-queue/n from hint:114@ext-local) (ringinuse enabled) (dynamic) (Not in use) has taken 1 calls (last was 16394 secs ago) (login was 29639 secs ago)
VECI MAURICIO JORQUERA (Local/205@from-queue/n from hint:205@ext-local) (ringinuse enabled) (dynamic) (In use) has taken no calls yet (login was 15404 secs ago)
VECI MARIA JESUS CONTRERAS (Local/178@from-queue/n from hint:178@ext-local) (ringinuse enabled) (dynamic) (Not in use) has taken 1 calls (last was 10898 secs ago) (login was 20279 secs ago)
No Callers

Here are some of the hints:

388@ext-local : PJSIP/388&Custom:DND State:Idle Presence:not_set Watchers 3
137@ext-local : PJSIP/137&Custom:DND State:Idle Presence:not_set Watchers 3
349@ext-local : PJSIP/349&Custom:DND State:Idle Presence:not_set Watchers 2

I did a “core show channels” to make sure they were not in a call. Hints say they are Idle. Why is the agent shown as In Use? This affects the Wallboard as it shows the agent as not available to receive a call. Is this a bug?

The CLI dialplan show command should tell us how FreePBX has defined the hint. If that references the correct, underlying, endpoint, the problem lies with Asterisk and you either need to request support under the support contract that is the reason for using a certified version, or upgrade to Asterisk 18.22.0, so that you can get community support.