Remove Stuck Active Call
Written by Mira Beltre
Updated at October 24th, 2025
Table of Contents
Scope
Intended Audience: Officer Managers and Above
The following steps will show you how to remove a stuck call from your domain without the need of direct help from OIT support team.
Requirements
- Access To Manager Portal
- A User with a User Scope Permission of Officer Manager and Above.
- Removal of stuck call through NMS requires T2 Access and Above.
Removing a Stuck ACTIVE Call via Manager Portal
You may come across instances where certain network related issues will cause calls to show as active for minutes up to even hours at a time. Which may or may not impede the ability for a specific extension to not receive calls from the OIT Platform. Removing them is simple.
- Here is an example of a call that has been active for a little over 2 hours. Verified by logging into the manager portal and viewing them from the HOME screen under the active call section.
- You will be able to verify FROM/WHERE the call is coming from, The Number Dialed and the DESTINATION/TO of the following call.
- You will also be able to view the DURATION of the call which will indicate the allotted amount of time that the call in question has been running for.
- From here you can VIEW/LISTEN IN to the call. By selecting this option, you are forcing the platform to access a call that is no longer taking place, which will then force the system to remove the STUCK call from the platform.
Removing a Stuck ACTIVE Call via NMS
If the ability to remove a stuck call from the manager portal is not an option, the ticket may need to be escalated and handled by a Tier 2 Technician and above. Please escalate the ticket if T2 assistance is needed.
- Log into NMS.
- Depending on the core of the White Label or CP/CC you will need to log into the core of the DID itself.
- Depending on the core of the White Label or CP/CC you will need to log into the core of the DID itself.
- Once logged into NMS, On the main screen scroll down to locate Active Calls.
- Search for the domain in question and reference the call from the manager portal versus the call within NMS Active Call's list.
- Once the call has been located and verified, Select TERMINATE next to the active stuck call.
- The next screen will provide details of the call and a TERMINATE and CANCEL button. Select Terminate
- At this time the active stuck call should be removed, verify on the manager portal of the client to confirm the removal of the stuck call.
If the issue persists and the calls are not removed, please send in a ticket to the OIT support team @ support@oit.co