Hang up a Call

As a supervisor, you can end any call that is waiting in or connected to a queue straight from the Queue Panel, without having to reach the agent first. A queue is the holding line where inbound callers wait for the next available agent. You would do this to clear a call that is stuck, abandoned, or being handled incorrectly.

Before you begin

Your system administrator must grant you the Allow for picking up or hanging up agents’ calls permission. Without it, the Hang Up option does not appear.

Note

This permission is set per user by the administrator. If you cannot see the option described below, ask your administrator to confirm it is enabled on your account.

End a call

1. In the Cloud Voice App (web or desktop), open Call Center Console > Queue Panel.

2. Find the call you want to end, then hover over its entry. Calls appear in one of two panels:

   • Waiting Calls: callers still in the queue who are not yet connected to an agent.
   • Active Calls: callers already connected to and talking with an agent.

3. Right-click the call and choose Hang Up.

   

4. Click OK in the confirmation dialog that appears.

The system ends the call immediately.

Caution

Hanging up disconnects the caller right away and cannot be undone. Confirm you have selected the correct call before clicking OK, especially when several calls are listed. Ending an Active Calls entry also cuts off the agent who is on that call.