Overview
A Genesys Cloud call or interaction may occasionally become stuck, often referred to as a "ghost call." You can clear these interactions by following the steps below:
Step 1: Make sure you have the Interaction ID. An Interaction ID looks similar to the image below:
The Interaction ID is the long string of letters, numbers and hyphens (five groups separated by hyphens) at the end of the interaction's URL in your browser's address bar, immediately after /interactions/.
Step 2: Follow the link below to disconnect the interaction:
Genesys Cloud Disconnect Interactions
The Disconnect Interactions page explains that you must have the interaction ID, that disconnecting an active interaction immediately terminates it, and that some interactions cannot be disconnected with this tool (contact Genesys Cloud Customer Care if the issue persists). Enter the ID in the Interaction ID field.