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Known Issues and Limitations

Known Issues and Limitations

This section provides the latest information on known issues and limitations associated with this product.


The Report view in the CTI Adapter does not display the Calls in Queue, Calls in Progress, Max Wait Time, or Average Wait Time. (HTCC-6171)


In some circumstances when an agent is in the In Call state, the agent status bar incorrectly shows Ready. (HTCC-5961)


When an agent makes a consultation call to another agent, the subject line says undefined instead of the agent's name. (HTCC-3805)


When conferencing a call to a blank contact form, the phone number is not displayed in the phone field. (HTCC-3802)


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)


Transferring to an IVR page is not supported in this release.


The Add More Time feature is not supported for this release.



When the CTI panel in the CTI Adapter is collapsed, it sometimes fails to expand when you hover over the grey bar (representing the collapsed panel). (HTCC-6274)


The CTI Adapter for Zendesk is not available in the Zendesk App Store. In future releases, it will be available in the App Store to ensure compliance and meet security guidelines. (HTCC-6272)


The Add More Time feature is not supported for this release.


A limitation was found when clicking the Swirl icon in the CTI Adapter where it only refreshes the interface and does not collapse and expand the CTI Adapter.
Workaround: To expand and collapse the CTI Adapter interface, click the Control + Shift + / (forward slash) keys on the keyboard. (HTCC-6184)


In some circumstances when an agent is in the In Call state, the agent status bar incorrectly shows Ready. (HTCC-5961)



In some circumstances when an agent is in the In Call state, the agent status bar incorrectly shows Ready. (HTCC-5961)


The Add More Time feature is not supported for this release.


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This page was last modified on May 23, 2014, at 08:01.