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Stuck Call in Virtual Contact Center Queue
8x8 Support

Stuck Call in Virtual Contact Center Queue

Symptom

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

Applies To

  • VCC 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 a VCC Agent. 

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