CX-Voice Agent Capabilities Limitations
Agent To Agent Manual OB Call is not supported.
Special characters are not supported in OB dialing are not supported.
Delay in Agent Notification/Dropped Event After Customer Declines Manual Outbound Call.
Conversation get stucks when Agent1 is on call with customer and another Agent joins with Agent1 credentials while call is active.
CX Rona is not yet integrated with the CX Voice (FreeSWITCH) solution. Leveraging the Ringing timeout of the FreeSWITCH to provide the RONA feature for this channel.
Optional note in the notification & requesting agent info option is not available for CX-Voice as incoming request notification.
Silent monitoring and Barge In features are not yet implemented for CX Voice. (Unstable behaviors are observed on silent monitoring or barge In into active conversation of voice)
Direct extension to extension calls are not supported.
Any private browser window is not supported, as the system is using the browser cache for state maintenance.
The conversation will be closed after the configured customer activity timer expires and the requested agent will remain reserved in case the transfer request fails on FS.(Direct Transfer Named Agent)
When the CX-Voice MRD is ready, a chat request is still being received. Issue arise when Chat channel and Voice channel both are assigned same Queue. In the current system, it is crucial that the MRD of the default queue for a channel matches the MRD of the corresponding channel type. If a default queue is not utilized, the MRD of the queue and the MRD of the channel type through which the routing request is initiated must align. Failure to adhere to this requirement may lead to issues such as incorrect enqueuing of requests and failure to update MRD states during agent interactions.
When a voice call request is enqueued and a customer simultaneously starts a web chat, if the customer attempts to talk to an agent from the web chat interface and receives a response from RASA stating that an agent is already requested, the system behaves as expected. However, if the customer leaves the voice call while the web chat is still active and upon pressing "talk to agent" from the web chat interface after ending the voice call, the RASA response incorrectly states that an agent is requested but in real chat is not routed to agent.(Rasa Training Issue)
When a known customer starts a web chat with an agent and subsequently initiates a voice call, if the initial agent (A1) misses the call (resulting in RONA) and then becomes available again, the voice call is not routed back to A1 but remains in the queue. If another agent (A2) becomes available, the call is routed to A2 instead of A1.