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Once the interaction has ended, the Interaction Window will default to the Agent Actions screen. If a Disposition Code is mandatory, that must be selected first before the Agent can finish the interaction. To finish the interaction, select Complete in the Interaction Window. This will close the Interaction Window and return the Agent to a Ready state.
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Why did I receive a message that states "Connection Lost. Attempting to Reconnect?"
This message indicates that the Agent application detected that the browser is no longer connected to the Internet. The application is attempting to reconnect to the Internet to restore functionality. Once the Internet connection is restored, the Agent application will update to display the latest information.
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Are there currently any Known Limitations?
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. |
| DTMF | Agent cannot perform a DTMF action through the Web Agent. They can perform DTMF on their UC One 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, 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. |
Outstanding Bugs
| Consulted Transfer | 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. | Resolved with ECS 5.3.2 Release |
| Dashboard Edit Capabilities | Cannot currently edit the default agent dashboard. The agent can create a new one and customize. | Resolved with next Web Agent Version Release |
| Agent Statistics | Some BP and Agent KPI statistics are not updating in real time | Resolved with ECS 5.3.2 release and Web Agent Version Release |