CX-Voice Limitations

The conversation gets stuck when Agent1 is on the call with a customer and another Agent joins with Agent1’s credentials while the call is active. For Details see CCC-659

Optional note in the notification & requesting agent info option is not available for CX-Voice as incoming request notification.

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.

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 and the agent's MRD status is set to "Not-Ready." For Details see CIM-15531

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. For Details see CIM-15904

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 a busy state. For Details see CIM-15881

The MRD of the queue for a channel must match the MRD of the corresponding channel type. 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.For Details see CIM-13610

When a voice call request is enqueued and a customer simultaneously starts a web chat, 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 reality, the chat is not routed to any agent. For Details see CIM-13309

When a customer starts a web chat with an agent and subsequently initiates a voice call, if the initial agent (A1) does not answer the call and then becomes available again, the voice call is not routed back to A1 but remains in the queue. If another agent becomes available, the call is routed to other agents instead of A1. For Details see CIM-14343

For Queue/Named Agent consult when the connection is re-establishing,and customer leaves 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 be 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.

Browser Refresh Cases are not supported due to FreeSwitch limitations.