This section provides the latest information on known issues and limitations associated with this product.
The CTI variables are not correctly ordered in the CTI Adapter — the variables must be in alphabetic order. (HTCC-4734)
Incorrect subject line — when an agent makes a consultation call to another agent, the subject line says undefined instead of the agent's name. (HTCC-3805)
Contact phone number is not displayed — when conferencing a call to a blank contact form, the phone number is not displayed in the phone field. (HTCC-3802)
When an agent makes a two-step (warm) transfer of a consultation call to another agent, the second agent does not receive the screen pop. (HTCC-3801)
When switching tabs in the Salesforce portal while an agent is on the call, the CTI Adapter panel sometimes changes the Agent Status display to Available. Workaround: Reloading the page displays the correct status again. (HTCC-3766)
Using custom codes for Away messages — agents can manually set their Agent Status display to Away, but they can not set their status to Away using a specific custom code.
Transferring to an IVR page is not supported in this release.
Two-step (warm) transfers to a free form contact are supported, but customers cannot create a predefined list.