When a user reports a "Call Stuck," it typically means a call record remains visible in the system even after the physical call has ended. This usually occurs if a session times out or a workstation disconnects before the call is properly closed.
Follow the steps below within the Admin Module to force-clear the record.
Clear a stuck call as follows:
- Ensure that the user associated with the stuck call(s) is logged out of Call Handler. The stuck call(s) will not appear in the Update Active Call list if the user associated with that call is logged in.
- Log into the Administrator Module.
- Select Tools > Update Active Call.
- Highlight the call and then click Update.