Hang up a Call

As a supervisor, you can drop any call that an agent is currently on or that is still waiting in a queue. This lets you clear a stuck or unwanted call from the queue without waiting for the agent to end it.

Before you begin

Ending an agent’s call is a supervisor action. Your system administrator must grant you the Allow for picking up or hanging up agents’ calls permission before the option becomes available to you.

Note

If the Hang Up option does not appear when you right-click a call, you most likely have not been granted this permission yet. Ask your system administrator to enable it for your account.

Hang up a call

1. Open the Cloud Voice App (Web or Desktop) and go to Call Center Console > Queue Panel.

2. On either the Waiting Calls or the Active Calls panel, move your pointer over the call you want to end.

   Note

   The two panels hold calls at different stages: Waiting Calls are callers still in the queue who have not reached an agent yet, and Active Calls are calls already connected to an agent. Check which panel a call is in so you end the one you intend to.

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

   

4. Confirm by clicking OK in the dialog that appears.

   Caution

   The call is disconnected as soon as you click OK, and there is no undo. A waiting caller is removed from the queue, and an active caller is cut off mid-conversation. Confirm you have the correct call selected before you continue.

The call is disconnected immediately.