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.

The number masking issue has been fixed.

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

For Agent customer Inbound, not-supported

• Consult Transfer for (Agent/Agent/Agent 
• Conf is not supported for (Agent/Agent/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)
• Consult Transfer for (Customer/Agent/Agent)

For OB call Agent-customer not-supported

• Consult Transfer (Agent/Agent/Agent)
• Conference Call

• 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

• VRS unable to download calls in case of multi-legged calls