Known Limitations
| 4-way Conference Calling | Cannot initiate a 4-way Conference call. If needed, the agent can sign into the .Net client and perform a 4-way conference call. This is a future feature enhancement for the Web Agent. |
| Outbound Campaign Calls (Dialer) | Current limitations on answering Campaign calls in the Web Agent for full feature functionality. |
| DTMF | Agent cannot perform a DTMF action through the Web Agent. They can perform DTMF on their UC One, Teams or Handset. This is future feature enhancement for the Web Agent. |
| WAV File | Agents cannot play a WAV file to an active caller. |
| Internal Softphone | The application does not support the Internal Phone (integrated softphone) – all calls must be delivered to a separate endpoint (e.g. handset, mobile phone, UC-One, Teams etc.). |
| Answer on UC One | Can only answer on a primary device. Shared Call Appearance phones, UC One and Teams need to be answered directly on the device. |
| Auto Screen Pop | The agent must click on the links found in the active interaction window to launch a URL. |
| Clipboard Integration | Agents must manually enter in or copy and paste a number to place an outgoing call. |
Outstanding Bugs
| Agent Statistics | Some BP and Agent KPI statistics are not updating in real time | Resolved with ECS 5.3.3 release and Web Agent Version Release |
| Default Outgoing Telephony BP | Changing the Default Outgoing Telephony BP does not properly save in settings. | Upcoming patch release - TBD |
| SMS/Email Media Type | Will not be fully developed until after the ECS 5.3.3 Release |