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  • 1.  Unable to Disconnect Call

    Posted 05-06-2019 14:39
    We have an agent that shows a call connected to them but they are not on a call and we are unable to disconnect or transfer the call.  Anyone ever experienced this and know how to fix it?  In the past, I have had to do a server restart to get the call to go away.  Hoping someone has found an easier solution.  We are running 2016 R3 P12.  I've also tried using handlers to disconnect the call but that doesn't seem to work either.

    Thanks,
    Andrew
    #Telephony

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    Andrew Wooster
    Genesco Inc.
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  • 2.  RE: Unable to Disconnect Call

    Posted 05-06-2019 15:39
    This happens to us occasionally and have only found  switchover clears the call. From what i can tell, something happens and the System loses control of the call and therefore is unable to do anything with it.

    When this happens i create a local temp user for the agent to log into until we are able to do a switchover.

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    Scott Williams
    Missouri Higher Education Loan Authority
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  • 3.  RE: Unable to Disconnect Call

    Posted 05-06-2019 16:39
    Surprisingly, the agent just received a new call, so for some reason the stuck call unstuck itself.

    Thanks,
    Andrew

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    Andrew Wooster
    Genesco Inc.
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