(14.3) System Limitations

Important Notes/Limitations

Following are the limitations of the solution with EF-CX

Summary	Description

Summary	Description
Hold call recording	The call is recorded while it is on hold
Recording Permissions	Currently, no recording permissions are implemented. Only administrators can access the recordings, and agents do not have access to them
Call Transfer	Recordings for Direct Transfer calls are not supported
Session Expiry	VRS Application session timeout is not configurable

Following are the limitations of the solution with Cisco

Summary	Description

Summary	Description
Duplicate Recordings	Currently, for agent-to-agent internal or consult calls, duplicate recordings are being saved in the application.
IVR Recording	The IVR is now recorded when an agent receiving a customer’s call makes a consult request on the queue.