If calls are stuck in the queue for the IT Helpdesk or PPSC queues that can't be answered, these are the steps for clearing a call and removing it from the rotation:
1. Go to the RingCentral Contact Center (https://na1.nice-incontact.com/)
2. Click Reporting in the left-side menu
3. Click Prebuilt Reports
4. Open the report for Active Contacts (in the list)
5. Find the call that's stuck in the queue (by phone number, Contact ID, or duration).
6. Click the Contact ID hyperlink for the stuck call and a new window will pop up. Go to Contact Options in that new window.
7. Click Clear Contact, and then OK to confirm
This will remove the call from the queue so other incoming calls can be answered.