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System Limitations

Important Notes/Limitations

Following are the limitations of the solution with EF-CX

Summary

Description

Hold call recording

The call is recorded while it is on hold

Recording Permissions

Currently, no recording permissions are implemented. Only administrators can access the recordings, and agents do not have access to them

Call Transfer

Recordings for Direct Transfer calls are not supported

Session Expiry

VRS Application session timeout is not configurable

Following are the limitations of the solution with Cisco

Summary

Description

Duplicate Recordings

Currently, for agent-to-agent internal or consult calls, duplicate recordings are being saved in the application.

IVR Recording

The IVR is now recorded when an agent receiving a customer’s call makes a consult request on the queue.

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