You could search for "uccx calls stuck in queue" and see that many people have had this problem.
While I have never seen an explanation, I have been told that the way you handle your contacts via scripting can produce unpredicable results.
Examples:
Call Redirecting to Translation patterns which translate to UCCX triggers
Not placing a small delay in the script prior to the Accept step
Using a single String variable to hold a CSQ name, queue to it, change the variable value, then queue to the new name
As for clearing the Contacts, you have two options:
1. I forget which version of UCCX this was introduced in, but I do think it's in 7x, you can use the Real Time Reporting found within AppAdmin to view a list of active Contacts, select the ones which have been active for a long period of time (say 1 hour or more) and clear them. Note that if you do this to a legit Contact it will drop their call.
2. Restart the UCCX Engine (or the entire server for that matter). This will drop all calls active on the system and cause a failover to the HA node if you have HA.
If you felt comfortable doing so, you could post up your script logic, and we can review it for possible problem areas, and work towards effeciency and stability.
I hope that helps.
Anthony Holloway
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