How to kill a call ?

[genesysnoob]

Agent transferred the call to lead line and somehow they didn’t do it properly or some issue in the logic.
The call was active for long (>1hr)
Not sure whether the customer on call or already hung up.

Would like to know if there is an option to kill calls

[hsujdik]

Usually you can use the Genesys Support Phone. It is available to download as a tool on the customer care portal.

You'll need to insert the IP Address + Port of the T-Server/SIP Server and click Login, and then register to the DN where the call is "stuck" - you insert that DN on a combo-box that may look like it is disabled. The procedure to  release the call may vary depending on where and how it is stuck. You also need to know the connId of that stuck call if it is in a Routing Point

[genesysnoob]

Thank you
I was able to clear my issue using your tip