Webex Contact Center: Calls remain active in the Webex App even after transfer/disconnect completion

Engineering has completed remediation activities and services are now restored.

We will continue to monitor to ensure service stability.

Engineering has identified the root cause of the issue causing calls to remain active in the Webex App following transfer or disconnection.

To resolve this, customers may implement one of the following workarounds:
- Reinstall the Webex App to version 46.6 (the rollout of 46.7 has been blocked).
- Utilize the WebRTC (Browser) option for agent login.

We will publish the next update within two hours, or sooner should new information become available.

Thank you for your cooperation as we validate the stability of our services.

Engineering has identified the issue and is currently working towards listing out all the possible workarounds to circumvent the issue and also towards full resolution. We will continue to provide updates as soon as new information becomes available.

Engineering is investigating an issue affecting Webex Contact Center agents in the US and ANZ regions, where completed calls continue to appear as active in the Webex App after they have ended. Although the calls are no longer active, they remain displayed in the application, which may prevent agents from answering subsequent calls. This issue is impacting only calls handled through the Webex App.

We are working towards service restoration and apologize for any inconvenience.