Stuck Call in 8x8 Contact Center Queue

Symptom

There is a stuck call that needs to get cleared out of an 8x8 Contact Center queue. The stuck call shows in the Agent Console Queue Status list, and in the wallboard.

Applies To

• 8x8 Agent Console 
• Wallboard

Resolution

This issue will need to be addressed by Support. Please create a case with 8x8 Technical Support for assistance. 

Cause

The caller likely abandoned while waiting in the queue, but there was a call break-down issue and it incorrectly appears as an actual caller waiting in the queue.

Additional Information 

Interactions stuck in a Voicemail queue can be cleared by an Agent. 

See the Knowledge Base article: Stuck Call in Contact Center Voicemail Queue