This tool is used to disconnect Ghost Calls (calls that might get stuck due to PureCloud failing to reach an edge). This tool should ONLY be used when absolutely required.

A Ghost Call is a call that is

• Less than 24 hours old
• NOT disconnected
• Last Participant's last session is on the selected offline edge (as seen by the PureCloud API)

• Retrieve all calls that qualify as Ghost Calls (A call that is active on an offline edge)
• Disconnect Ghost Calls

• Only works for calls (voice conversations)

• Windows 7+
• .Net Framework 4.5.2
• Admin rights to your local machine
• Access to PureCloud (https://xxx.mypurecloud.xx)
• An OAuth Client Credentials client id & client secret

• Setup
  • Download the setup file and follow the wizard
  • Double-click on the Desktop icon to get started
• Logging in
  • Open the app
  • Select your environment
  • Enter your Client Id & Client Secret
  • Click on the Login button. You should see a note in the text field about an Access Token
• Finding Ghost Calls
  • Select an offline edge
  • Click on Find Ghost Calls
  • The Log field will indicate how many Ghost Calls were found
  • Click on Disconnect Ghost Calls to disconnect those calls

The application does its best at finding calls that are still active on an offline edge. To help you understand if there is indeed an issue with your PureCloud organization, we have added extra items:

Agent stats show the number of Logged in agents and the number of agents in a Not Responding status. This refreshes every 5 seconds.

If you see the number of Not Responding agents increasing, this means that PureCloud is alerting agents with a call it can't control.

You need to act!

The Troubleshooting section is here to help you query a few things about specific conversations:

• Enter a conversation id
• Click on Get Details to get the current state of the conversation. You can use this to analyze the Participants, Sessions and Segments on that conversation.

This section is to let you test whether a call is actually a Ghost Call by running the same logic the app uses when it tries to find Ghost Calls for you.

• Enter a conversation id
• Set the Start and End date/time controls in the range when this call was initiated

If you do not know the start and end date/time, use the Get Details button above

• Click on Is this a Ghost Call? button and a new dialog will appear with whether or not it thinks this conversation is a Ghost Call