Product Limitations

The users are not logged out automatically when the authentication token expires.

If the user role is changed (e.g., from agent to admin) on the IAM solution while the user is logged in on VRS and tries to fetch recording data, the data is populated according to the updated user roles, but the other access remains on the VRS interface, restricted for the user, and the user needs to re-login for all updated permissions.

• Calls cannot be manually deleted.

• Manual archiving of calls is not supported.

• Audit logs cannot be exported for external analysis or reporting.

• Any retention policies for managing the lifecycle of audit logs are not currently supported.

• Filtering or searching for recordings is not captured in the Audit Logs and will not appear on the Audit Logs page.

Pause and Resume recording functionality does not have a user interface; it can only be controlled through endpoints/APIs.

Hold Time

Hold time is displayed as 00:00:00 for the A1A2C1 leg when a call is placed on hold during an internal or external consult conference, or a barge-in conference. Additionally, hold time is not calculated accurately for the A1C1 leg in these scenarios.

Recording Permissions

No recording permissions are implemented.

VRS Not Auto-Recovering After CX Restart

VRS fails to reload tenant configurations and allow user logins after the CX server is restored from downtime. A manual restart of the VRS APIs container is required as a workaround.

Queue Name

• The Queue Name column is for display purposes only. Filtering of recordings based on Queue Name is not yet supported in the VRS interface.

• When A1 transfers a call to A2, the Queue Name continues to be displayed in the A2C1 leg of the call. This occurs because the call remains associated with the original queue, even after the agent-to-agent transfer.

• In scenarios where an outbound call is either directly transferred or consult transferred to a queue, the Queue Name is displayed. This is because the second leg of the call is treated as an inbound call by the system.

Selective Recording

The Selective Recording feature is not supported for EFCX.

Screen Recording

The Screen Recording feature is not supported for EFCX.

High Availability

HA Deployment is not supported for EFCX.

Archival Service

Archival Service is not supported for EFCX.

Agent role

The agent role user can’t log in to the VRS application.

Export Data

• The wrap-up column is not added to the CSV file.

• Hold Time is displayed as 00:00:00 in the exported CSV, regardless of the actual hold duration.

Consult Calls/Internal Calls

• Duplicate legs/recordings are occurring on the consult/agent-to-agent calls.

• If a call is consulted on the queue, one leg of the call is not saved under the main call.

Consult Conference Calls

Duplicate legs/recordings are occurring in the consult conference calls.

Limited Codec Support

IVR audio is unintentionally captured when an agent receiving a customer’s call makes a consult request on the queue, resulting in unwanted IVR recordings in those call legs.

IVR Recording

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

Archival Service

Only one archival mode can be active at a time. Users must choose either Archive Only or Copy and Archive; both cannot run simultaneously.

No Streams Encryption

Only mixed audio call recordings are encrypted in the system. Streams are not encrypted.

Queue Name

No Queue or Skillgroup data is available for Cisco.

Screen Recording

• Screen Recorder is only compatible with Windows. Other operating systems are not supported.

• To optimize performance and manage storage, the recorder captures the screen at a lower FPS, which prevents Full HD (FHD) recording quality.

• The recorder is not designed to capture dynamic content, such as ongoing videos or moving objects. As a result, it may not properly record video playback from platforms like YouTube.

• The recorder requires approximately 6 to 7 minutes to initialize after the computer is powered on following a shutdown.

• The screen recording feature is only compatible with Cisco and is not supported with EFCX.

• This feature is only supported for single-leg calls, including normal inbound and outbound calls. It doesn’t support Direct/Consult Transfer, Consult, and Consult Conference calls.

• For the recorder to function properly, only one user account should be signed in on Windows at a time. Other user accounts must be signed out. Switching between user accounts will prevent the recorder from working. For example, if an admin user is signed in, a non-admin user will not be able to use the screen recording feature until the admin user signs out.

• Screen Recording Video streaming is not supported on the Firefox Browser.

Selective Recording

• Currently, Selective Recording supports only voice recordings. Although users can enable or disable screen capture when creating a rule, the core screen capture functionality is not yet available. Additionally, the screen capture percentage is hard-coded at 100% and cannot be adjusted.

• Rule-based permissions for viewing, downloading, and deleting recordings are not yet supported in Selective Recording.

• There is currently no flag or UI indicator for calls that are excluded from recording through Selective Recording rules.

Container/Component Level Failover

VRS High Availability does not support container-level failover. As a result, if a component on one server experiences downtime, the corresponding component on another server will not be notified of the downtime.

Same Subnet

VRS Servers must reside on the Same Subnet for High Availability Mode.

Hostname Requirement

Hostnames of both VRS servers running in High Availability (HA) mode must be unique. If they are identical, HashiCorp Consul will not function correctly, preventing it from locking one of the JTAPI connectors to process call events.

Failover during call

Failover during an ongoing call is not supported. Therefore, if the server goes down during a call, the recording will not be saved in the system.

No Backup of Replay Server

The current architecture does not support High Availability (HA) for the Replay Server. If the Replay Server remains unavailable for a long time, recorders may experience storage overflow, which can lead to unexpected system behavior.

Recorder and Mixer Binding

The Recorder and Mixer components do not support High Availability. If the Recorder is capturing audio and its assigned Mixer fails, the other VRS Server’s Mixer cannot take over.

Rsync Logs

Currently, if the Replay Server goes down during the rsync process, the transfer status may not be accurately reflected in the rsync logs, preventing precise tracking of successfully transferred recordings.

Pause and Resume Recording

Pause and Resume recording functionality is not supported in the High Availability (HA) solution. If the primary server goes down, the feature will not work on the secondary server.

Archival Service

If the Archival Service retention period is set shorter than the housekeeping job interval, conflicts may occur between Archival Service and Rsync. Always ensure that the housekeeping retention period is shorter than the Archival Interval.