Known Issues and Recommendations
EX Engage Connector Conversation Provider Service (EXCP)
The Known Issues and Recommendations section is a cumulative list for all 100.0.x releases of EX Engage Connector Conversation Provider Service. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.
See also Internationalization Issues.
EX Engage Connector requires a call routed to an agent to go through a VQ DN, which is configured to be mapped to the GC EX Org as an ACD Queue. Call distributed to agents without involving a VQ DN (e.g. through an Engage ACD queue) may be injected into the GC EX Org incorrectly.
| ID: CCECP-643 | Found In: 100.0.100.04 | Fixed In: |
If an Engage call traverses multiple routing point DNs used by URS for target selection, then the corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call.
| ID: CCECP-642 | Found In: 100.0.100.04 | Fixed In: 100.0.100.05 |
If an agent uses a two-step transfer on a call, which was previously processed on an RP, then the corresponding GC conversation may incorrectly classify this transfer as a blind transfer.
| ID: CCECP-633 | Found In: 100.0.100.04 | Fixed In: 100.0.100.05 |
If an Engage agent initiates a consult call to a RP and completes it before the call is distributed to an agent, then corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call.
| ID: CCECP-620 | Found In: 100.0.100.04 | Fixed In: |
If EXCP losses its connection to the EXCS, then EXCP doesn't report a call wrap-up code to the GC EX Org.
| ID: CCECP-621 | Found In: 100.0.100.04 | Fixed In: |
If an agent uses a single-step transfer on a call, which was previously processed on a routing point, then the GC EX Org fails to detect a blind transfer in the injected conversation.
| ID: CCECP-647 | Found In: 100.0.100.04 | Fixed In: 100.0.100.05 |
Internationalization Issues
Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of EX Engage Connector Conversation Provider Service unless otherwise noted in the issue description.
There are no internationalization issues for this product.