How to identify and finalize stuck calls
Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.
Anyone with a superuser account can manually clear stuck calls via the Force Finalize button, which can be found in the individual call records on the Call Detail screen. The button can be found in the same location as the Cancel Callback and Call Now buttons.
As the name implies, the Force Finalize button will force the system to finalize the call in its current state and stop monitoring the interaction for new events.
Note: The Force Finalize button only shows for calls in the Connecting (dark blue) and Talking (light green) phases. The example image shows a call in the Connecting state with the button available.
