One of our agents recieved the alert for a Callback but when they attempted to process it somehow the call became, for lack of a better word at the moment, corrupt. Now the agent is unable to clear the call. The system is unresponsive to their attempt to select a Wrap-up code and now they are basically stuck. If they attempt to log out they are still in this state when they log back in.
Are there any features/controls available to basically clear this from the agent? Under UCCX 7.0 I would have been able to do far more under the supervisor role than it appears that is available under PureCloud.