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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 can perform a DTMF action through the | Web AgenteAgent Softphone (only). | They Agents using any other endpoint can perform DTMF on their | UC OneWebex, | Teams Teams or Handset. | This is future feature enhancement for the Web Agent.
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| 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.UC One is Deprecated. | ||||||
| Auto Screen Pop | The agent must click on the links found in the active interaction window to launch a URL. | Clipboard IntegrationAgents 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 | SMS/Email Media Type | Resolved with ECS 5.3.3 release and Web Agent Version Release |
| Time Zone | Time zone does not properly save in settings. | Upcoming patch release - TBD | |
| Will not be fully developed until after the ECS 5.3.3 Release | |||