Terminating a stuck interaction

Last Updated : Mar 04, 2021 |

About this task

You can terminate a stuck interaction if you are an agent or a supervisor. When you end an interaction and if it fails to end, then the interaction gets stuck and you cannot remove it from the queue. You can terminate stuck interactions after a configured time out. To remove stuck interactions, you must first configure the settings in UnifiedAgentController (UAC) service attribute in System Manager. Supervisors can remove stuck interactions for any agent who is visible on their supervisor reporting dashboard.

Before you begin

You can end an interaction only when you set Enable Agents to clean up Stuck Contacts attribute in the UAC service attribute to True. For more information about UAC service attribute, see Deploying Avaya Oceana®.

Procedure

  1. On an active interaction card, click the icon to end an interaction.

    The status of the interaction changes to After Contact Work.

    If the interaction fails to end and it reaches a specified time out, the Force end icon appears on the interaction card.

  2. Optional If the interaction does not end after step 1, click the icon to terminate the stuck interaction.
    You can specify a time out until when you wait before removing the stuck interaction. This is configured in the End Contact Time Out attribute of the UAC service attribute. For more information about UAC service attribute, see Deploying Avaya Oceana®.
    Note:

    For non-voice channels, click the Close icon to terminate the stuck interaction.