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We recommend turning on Web and OS notifications as well. This will help in notifying you that your connection was lost if you have navigated away from the web agent browser tab. See below for instructions on how to turn these notifications on. If turned on and you loose connection, you will receive the following two notifications when disconnected and reconnected:
What happens when an Agent "answers" a call by selecting the "Accept" button that appears when a call is being offered to them?
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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. |
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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 |