Important Notes/Limitations
Following are the limitations of the solution
| Direct Transfer scenario | In cases of Direct Transfer call, if the call is not picked up by the transferred agent within the configured time then, in this case, two separate recordings are made instead of one single combined, with two legs |
| Currently, the solution is handling the single codec | The Voice recording solution is not supporting multiple codexes. It is only handling the G711 codec. |
| KeyCloak | For now, the Keycloak does not sync agents or supervisors from finesse. So, the admin needs to create all users manually on the KeyCloak. The Username and Password of the users should be the same as in the CUCM. |
| KeyCloak | A user cannot log in on VRS Gadget if he has no role assigned in KeyCloak |
| KeyCloak | If an admin role is assigned to a User he will see all recordings |
| KeyCloak | If an agent role is assigned to the user he will see only his own recordings |
| Finesse Gadget | In the finesse gadget, only those users will be logged in who are created in the KeyCloak. |
| Finesse Gadget | If you manually log out a user then it will not auto-login. |
| Finesse Gadget | In case of hold resume call user will see the multi-legged calls |
| Finesse Gadget | User will not see the multi-legged recordings in the case of Direct Transfer, Consult Transfer, and the conference call. He will only see his leg, related to his agent id. It will be shown as a single recording. |
Other Limitations
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Hold call recording | The call is recorded while it is on hold |
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Recording Permissions | Currently, no recording permissions are implemented. Only administrators can access the recordings, and agents do not have access to them |
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Call Transfer | Recordings for Direct Transfer calls are not supported |
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Session Expiry | VRS Application session timeout is not configurable |
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