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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:
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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. | |||||
| 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 One Webex, 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, 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 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 |
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