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. |