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  • 1.  Calls Interactions Stuck

    Posted 08-14-2024 10:52
    No replies, thread closed.

    Call interactions gets stuck to an agent and the agent cannot do anything until the stuck call is removed. How can we resolve this issue?


    #Telephony

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    John Francis
    Empeople Credit Union
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  • 2.  RE: Calls Interactions Stuck
    Best Answer

    Posted 08-14-2024 11:28
    No replies, thread closed.

    If the call is inactive, we can ask the agent to refresh their screen so it reloads. Then they will see the option to wrap up the interaction, and after doing so, they will be ready to take another call.



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    Anil Kumar N
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    Original Message


  • 3.  RE: Calls Interactions Stuck

    Posted 08-15-2024 08:22
    No replies, thread closed.

    Will this help Anil?



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    John Francis
    Empeople Credit Union
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    Original Message


  • 4.  RE: Calls Interactions Stuck

    Posted 08-15-2024 11:45
    Edited by Brian Jones 08-15-2024 11:46
    No replies, thread closed.

    @John Francis - The resource article below is a great one to bookmark. It provides some explanation as to why interactions get stuck, why agents cannot see them in order to disconnect them (or cannot disconnect even if they do), and how to disconnect them. It also mentions what to do if you (as an Admin) are also unable to disconnect the interactions, which is to call Genesys Cloud Customer Care and provide the Conversation ID.

    For example, once the global Genesys Cloud issue that occurred earlier this month was resolved, we had to manually disconnect some interactions and have Genesys Customer Care disconnect the ones we could not.

    Resource Article: https://help.mypurecloud.com/articles/disconnect-interactions/



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 5.  RE: Calls Interactions Stuck

    Posted 08-15-2024 12:47
    No replies, thread closed.

    Thanks Brian, I will go through it, Appreciate your help on this.



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    John Francis
    Empeople Credit Union
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    Original Message


  • 6.  RE: Calls Interactions Stuck

    Posted 08-16-2024 09:33
    No replies, thread closed.

    Great advice!



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
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    Original Message


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