SAP Knowledge Base Article - Preview

1819360 - Contacts are stuck as "In Process" in Online Monitoring website; unable to remove contact


  • Online Monitoring shows some contacts(including emails and calls) in status "In Process" for very long time, when in reality the calls are not really live calls
  • Admin tries to force the disconnect from the Online Monitoring tool without success
  • Ghost calls shows up in the online monitoring



  • Contact Center 7.0
  • Microsoft SQL Server 2008
  • Microsoft SQL Server 2008 R2
  • Microsoft SQL Server 2012
  • Microsoft SQL Server 2012 R2


SAP Customer Relationship Management 7.0


Call blockers, Gost calls, ghost calls, call blocks, unknown calls, unable to pick up calls, In process, Online monitoring, End Contact, OM, inprocess , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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