CX-Voice Limitations

• The permissions for using the microphone should be enabled for the CX Agent desk in the browser.

• Any private browser window is not supported, as the system is using the browser cache for state maintenance.

• Browser Refresh Cases are not supported due to FreeSwitch limitations detail cases are mentioned here. https://expertflow-docs.atlassian.net/wiki/x/lmMU

• Agent To Agent Manual OB Call is not supported.

• Special characters are not supported in OB dialing.

• There is delay in Agent Notification & Dropped Event After Customer Declines Manual Outbound Call.

• Conversation get stuck 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.

• Barge in features is not yet implemented for CX-Voice.

• Direct extension to extension calls are not supported.

• 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 a customer call is placed on hold and either the customer or agent ends the call during the hold time, an error message "incorrect object for call" is displayed on the Agent Desk. Additionally, the agent's MRD status is incorrectly set to "Not-Ready."

• When a customer or agent ends a call while a supervisor is initiating silent monitoring, the call remains visible on the CTI toolbar even though it has ended. When the supervisor presses the "End" button on the CTI toolbar to clear the call, an error message "invalid action releaseCall" is displayed, preventing the call from being properly removed from the interface.

• When a queue consult call/Named Agent is initiated and an agent is reserved, if the customer leaves immediately at certain second after the request is placed, agents receive error messages on their desks, and their MRDs are set to "Not Ready". The behavior differs based on whether only A1 is in conversation or A2 is reserved, resulting in different error messages.

• When a customer disconnects the call immediately at certain second after the agent is reserved, the system throws an "invalid action answerCall" error, and the CX Voice MRD transitions to the "Not Ready" state. This issue disrupts the agent's availability for future calls.

• When a customer disconnects the voice call immediately after the agent accepts the conversation, the voice call ends, but the conversation remains open, causing the MRD to stay busy. This results in the agent having to manually close the conversation to free up the MRD as it remains in busy state. Behavior is observed for all features Inbound call,Queue Transfer,Named Agent Transfer,Consult Queue,Consult Named Agent,Silent monitoring.

• When a queue consult call/Named Agent is initiated and an agent is reserved, if the customer leaves immediately after the request is placed, agents receive error messages on their desks, and their MRDs are set to "Not Ready". The behavior differs based on whether only A1 is in conversation or A2 is reserved, resulting in different error messages.

Multichannel Limitations:

• 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.

Consult & Consult Transfer Limitations:

• When Agent A1 initiates a consultation call, the Queue DN displays the full DN with ID instead of the static queue DN as set in the unified-agent configmap. 

• Consult Transfer call is not working for outbound call.

• When a Voice Queue Consult request is ringing on Agent A2 and the bridging fails (e.g., due to A2 closing the tab or a FreeSWITCH issue), an error message "ontopicUnsubscription: Agent's session not found for unsubscribing from topic" appears. If Agent open tab again or incase of refresh. Despite FreeSWITCH reporting that everything is working fine for Agent A1 and Customer C1, the task remains stuck. The MRD cannot be changed until the call between A1 and C1 ends.

• When a repeated consult request is made in the chat queue, the system currently displays a generic error message: "OnconsultRequest: Request failed with status code 500." This error message does not provide the proper reason for the failure. A more descriptive error message should be implemented to inform the user of the specific issue.

• In Consult Call, Consulted Agent 2 is able to send the message to customer when A1 applying wrap up.

Failover Limitations:

• Failover Testing is not carried for Transfer,Consult,Consult Transfer and Silent monitoring.

• For Queue Consult/Named Agent when the connection is re-establishing,and customer leave during re connection. The call will only end on the Agent Desk after the Agent presses the end call button for A1 and A2 call will ended without any issue.

• When the network is down and the Agent presses the "Queue Transfer" button multiple times, no immediate error is shown. Once the network is restored, multiple Queue Error pop-ups are triggered and displayed to the user, corresponding to the number of times the "Queue Transfer" button was clicked while the network was down.