1-hour long call issue

On VRS no matter how long the call would be, only 10 minutes were recorded. This issue has been resolved now.

More than 10 mins Hold/ Resume

Holding a call for over 10 minutes was not possible, it has been fixed

UI issues 

• The calendar has been updated 

• Date format has been updated

• Nano Seconds have been added

• Fast forward and fast reverse options have been added

When a call ends due to some network glitch or some other unusual issue occurs then that call is not handled in our VRS

Marked for next release 

Both

The search on the base of Agent Name is not working

Marked for next release 

Both

After the call end, the call is taking some time to be displayed on VRS

Marked for next release 

Both

The call keeps on playing even if the app is logged out

Marked for next release 

Both

Need to remove AM/PM from the time selection drop-down as well

Marked for next release

Both

The row size for the call having multiple legs on the front-end is not equal to a call having a single leg.

The records are appearing on the VRS front-end, the row size is not equal for all calls only in firefox. It appears equal and perfect in Google Chrome.

Both

Voice Recording Solution unable to fetch the Agent's info for the conference call leg.

Currently, when an agent made a conference call, the system is unable to get the agent's info for the conference leg. Sometimes the front-end starts showing multiple recordings for the single conference call.

Both

On login from the front-end, an error appears on the screen

On login, the front-end shows the error of invalid credentials, but it login the admin at the same time.

Both

When an outbound call is made the called number is assigned as the calling number, which can be seen from API response.

For outbound calls, the called number is appearing against the calling number.

Both

When two agents are doing a call then there is a lot of noise in the recording (Consult Call)

There is a lot of noise when the recording is played.

Marked for next release 

UCCE

In the case of a consult transfer call sometimes the consulting part is also displayed as well. 

This sometimes happens and sometimes it does not.

Marked for next release 

UCCE

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

Licensing utility not integrated with VRS Front-end

The UMM (User Management Module) is not integrated with the Voice Recording Solution. 

Hence there will be only one user as the user-created for the VRS frontend is not available currently.

Currently, the solution is handling the single codec

The Voice recording solution is not supporting multiple codexes. It is only handling the G711 codec.

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

• Simple Call,

• Hold/Resume,

• Direct Transfer(agent, customer, agent)

For Agent customer Inbound, not-supported

• Consult Transfer for (Agent/Agent/Agent or Agent/Customer/Agent)

• Conf are not supported for (Agent/Agent/Agent or Agent/Customer/Agent)

For OB call Agent-Agent supported

• Simple call (only)

For OB call Agent-Agent not -supported

• Hold/Resume

• Direct Transfer

• Consult Transfer

• Conference Call

For OB call Agent-customer supported

• Simple call

• Hold/Resume call

• Direct Transfer (Agent/Customer/Agent)

For OB call Agent-customer not-supported

• Consult Transfer

• Conference Call

Hard phones Support

Hard phones are now compatible as well. Hard phone details are mentioned in the compatibility guide.

For Agent customer Inbound, supported

• Simple Call,

• Hold/Resume,

• Direct Transfer(agent, customer, agent)

For Agent customer Inbound, not-supported

• Consult Transfer for (Agent/Agent/Agent or Agent/Customer/Agent)

• Conf are not supported for (Agent/Agent/Agent or Agent/Customer/Agent)

For OB call Agent-Agent supported

• Simple call (only)

For OB call Agent-Agent not -supported

• Hold/Resume

• Direct Transfer

• Consult Transfer

• Conference Call

For OB call Agent-customer supported

• Simple call

• Hold/Resume call

• Direct Transfer (Agent/Customer/Agent)

For OB call Agent-customer not-supported

• Consult Transfer

• Conference Call

UI issues 

• Page refresh issue is resolved, now upon refresh, the user is not logged out.

• Upon login, the search time is automatically assigned time from 00:00 to 23:59

Only one leg is being recorded in case of the agent to agent hold/resume call

In this case, only one leg of hold/resume call is recorded 

Marked for next release

Consult Transfer is not working properly

Consult Transfer is not working in all forms. This is a regression issue and was caused when started  Agent to Agent call support in this release. 

Now consult transfer is not working properly in any case be it 3 Agent or 2 Agents and  Customer.

Marked for next release

In the case of Agent to Agent, Direct Transfer call the agent info is missing for the second leg

If two agents are talking and the call is DT to the third agent then this happens

Marked for next release 

Some times it happens that from CUCM bye event is not sent after the call ends

Sometimes after the call by the event is not sent from CUCM.
This issue is even not resolved after restarting the container.

Marked for next release 

Agent to Agent Hold/resume is only saving a single call leg (for EM)

Marked for next release

IN the case of EM EM EM Direct Transfer one call leg details are missing

Marked for next release

In the case of EM Hard phone (agent, agent) hold/resume is not working

Marked for next release