How do I terminate an active call?

Subject

Applies to: Admin/Branch Manager
Purpose: How to end/terminate an active call
Location in Ricochet: Dashboard -> Active Calls

Description

Administrators/Branch Managers can terminate active calls in progress when necessary. This is commonly used for quality assurance, compliance, escalation, or to immediately stop a call from the Active Calls dashboard.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

1. There are two ways to terminate an Active Call in Ricochet:

Click on the Team Member Sidebar

2. Click on the Ear icon next to the user that is currently on an active call - this will take you to the Active Calls Dashboard

3. Click Hide All on the Team Member Sidebar to collapse the sidebar.

This exposes more options under the "Actions" column for Active Calls. 

You can also scroll to the right to reveal additional options too (dependent on screen zoom size)

4. Click End to terminate the Active Call

5. Click Ok to confirm ending the Active Call. 

Note:  This will terminate the call from the Active Calls list and all parties on the line.

6. The other way to directly terminate an Active Call is to click Dashboard

7. Click End to terminate the Active Call

8. Click Ok to confirm ending the Active Call. 

Note:  This will terminate the call from the Active Calls list and all parties on the line.