In some cases, in IPCM a call has been ended either by the caller or the agent but still active in IPCM and thus showing in various IPCM software, such as Agent Dashboard, Management Console, Management Portal, etc. This article explains how to disconnect a call that is showing active but in fact has ended or terminated by either the caller or the agent.
In Management Portal, go to SIP Soft Switch State (the icon with the graph and red graph line). In "Active Calls", select the red circle X on the call you wish to disconnect. This action disconnects the call.