Release Summary
This release includes
Consult/Conference Call Open Issues
Open Issues
The following issues are still open in this release.
Issue key | Summary | Priority | |
|---|---|---|---|
| 1 | EMR-2659 | Archived calls are visible on the VRS UI | Critical |
| 2 | EMR-2657 | When a new EM ext is configured, restart the VRS Recorder app to capture its recording | Critical |
| 3 | EMR-2650 | During the call, if failover happens then that call is not saved | Major |
| 4 | EMR-2661 | When the primary machine is down no calls are being archived | Major |
| 5 | EMR-2556 | When a call ends due to a network glitch or an unknown reason then that call is not recorded | Major |
| 6 | EMR-2691 | In the case of the Jabber phone Transfer call scenario, sometimes call legs get missed. This is an intermittent issue. Has a frequency of about 2 times in 10 attempts | Major |
| 7 | EMR-2669 | The calls are not appearing as per the proper order of the conf call scenario | Minor |
| 8 | EMR-2668 | The recording legs are being displayed under two separate legs instead of one | Minor |
| 9 | EMR-2520 | On login of VRS with the right credentials, the error message appears on the screen but after a few seconds user login successfully. | Minor |
| 10 | EMR-2652 | When a server goes down after a call, during the job then the recording is not saved | Minor |
| 11 | EMR-2660 | There is no way on the front end to distinguish between archived and normal calls | Minor |
| 12 | EMR-2648 | [failover] press F5 to get the searched results | Minor |
| 13 | EMR-2666 | [EM extensions] In the case of Consult transfer call, the consult leg is not always recorded | Minor |
| 14 | EMR-2667 | [Agent-2-Agent] Consult call leg is not always recorded in agent-2-agent calls | Minor |
| 15 | EMR-2670 | The consult transfer part of the conf call is being grouped separately as part of the second calls | Minor |
| 16 | EMR-2671 | Incorrect Agent ID is being displayed for the conf call leg | Minor |
| 17 | EMR-2618 | [Agent-2-Agent] All call legs of an internal call are accumulated to the single call leg | Minor |
| 18 | EMR-2672 | The conf call legs are shown twice for every conf call | Minor |
| 19 | EMR-2625 | [Agent-2-Agent] Missed recording on Direct-Transfer on EM enabled extensions | Minor |
| 20 | EMR-2673 | Sometimes some call legs are skipped in the case of a conference call. For example, if there should be 5 legs, only 4 legs are visible | Minor |
| 21 | EMR-2626 | [Agent-2-Agent] In the case of EM, hard phone hold/resume is not working | Minor |
| 22 | EMR-2622 | In the case of Agent to Agent, Direct Transfer call the agent info is missing for the second leg | Minor |
| 23 | EMR-2624 | Agent to Agent Hold/resume is only saving a single call leg (for EM) | Minor |
| 24 | EMR-2553 | The audio player continues to play the call even after logout | Minor |
| 25 | EMR-2573 | There is a lot of noise when a call is done from Agent to Agent | Minor |
| 26 | EMR-2549 | Need to remove AM/PM from the time selection drop-down as well | Minor |
| 27 | EMR-2557 | Can't search recording based on the Agent Name | Minor |
| 28 | EMR-2560 | After the call end, the call is taking some time to be displayed on VRS | Minor |
| 29 | EMR-2572 | In the case of consult transfer scenario in UCCE sometimes an extra leg appears along with the call | Minor |
| 30 | EMR-2724 | Update the error message on the VRS front end. It only displays the message, incorrect username, and password in all cases | Trivial |
| 31 | EMR-2727 | Hide logout button in finesse gadget | Minor |
| 32 | EMR-2728 | Finesse Gadget there should be no need to add the exception every time | Minor |
| 33 | EMR-2731 | UI issue search bar is overlapping in the VRS gadget | Minor |
| 34 | EMR-2732 | In the case of the Outbound direct transfer scenario, Agent id is missing | Major |
| 35 | EMR-2733 | In the case of the Outbound conference call scenario Agent id is missing | Major |
| 36 | EMR-2734 | In the case of the In case of OB Consult Transfer scenario, Agent info is missing | Major |
| 37 | EMR-2735 | In the gadget, the calls are not shown as multi-legged calls. | Major |
Fixed Issues
| Issue | Summary |
|---|---|
| Consult Call Issue | It should be noted that Consult call Issue has been resolved for the Customer, Agent, and Agent. It Should be noted that this issue still exists for EM phones. It works fine for IP phones and Hard-phones. It is working for Inbound calls only. |
| Agent Masking | The number masking issue has been fixed. |
| Agent to Agent (Internal Call Support) | Now VRS supports Agent-to- Agent (internal calls). For now, it only supports simple agent to agent call No hold/resume, conference call, consult transfer, or Direct Transfer is supported. |
| Extension Mobility Support | Extension Mobility is now supported. Note that for Agent to Agent EM the above is valid as well. For Agent customer Inbound, supported
For Agent customer Inbound, not-supported
For OB call Agent-Agent supported
For OB call Agent-Agent not-supported
For OB call Agent-customer supported
For OB call Agent-customer not-supported
|
| Hard phones Support | Hard phones are now compatible as well. Hard phone details are mentioned in the compatibility guide. For Agent customer Inbound, supported
For Agent customer Inbound, not-supported
For OB call Agent-Agent supported
For OB call Agent-Agent not-supported
For OB call Agent-customer supported
For OB call Agent-customer not-supported
|
| UI issues |
|
| Finesse Gadget |
|
Important Notes/Limitations
Following are the limitations of the solution
Summary | Description |
| 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. |