Known issues and limitations
Third-party consultations not captured due to lack of events from Amazon stream
When an agent answers a customer call, then consults a third-party number (not another agent on the same switch), the CTI agent events are not sent to RIS on the agent's configured event stream in Kinesis for the consultation part of the call. Capturing does not occur because there are no events available to trigger this. Capturing of the agent and customer does resume after the consultation, as events are resumed for that portion of the call.
Expected behavior for conferences
The contact attribute “number_of_conferences” for Amazon Connect calls will always be zero. This is because no guidance is available on conferences from Amazon Connect CTRs.
Known issues: real-time audio capturing
The following issues apply only to real-time audio capturing.
Audio captured for internal call on hold
For internal calls, when agent A puts agent B on hold, the status of agent B is "connected" and call audio for that particular agent is captured.
Both sides of an internal call processed separately
In an internal call, both sides of the call may be processed independently, without a link between them. During post-processing, tagging occurs independently based on the existence of two separate CTRs. As a result, the direction of both calls shows as Inbound and Outbound, and the ANI are different.
Synchronization
Conference calls
For a conference call in which a customer calls Agent 1, who then conferences in Agent 2, the Contacts table will show the following:
-
Number_of_Conferences as always 0.
-
Number_of_transfers = 1 if Agent 1 hangs up first.
-
Number_of_transfers = 0 if Agent 2 hangs up first.
Blind transfers
A blind transfer creates two Contact_IDs. This works as designed for blind transfer, as you cannot follow the call into a single contact, because first call ends before second call.
Capturing stops after resharding the Kinesis stream
After resharding a Kinesis data stream, Verint cannot capture interactions.
Workaround: Fix connection after resharding Amazon Connect Kinesis
Known issues: post-call audio capturing
The following issues apply only in post-call audio capturing.
Real-time monitoring of audio is not available
Real-time monitoring of audio is only available in Real-time Audio Capturing deployments.
Business rules
Business rules have no effect on post-call audio capturing.
Session management
For post-call capturing, an integrated third-party system cannot use the Session Management interface on the Interaction Capture Control API to manage session boundaries.
Contact management
End-user actions to start recording, stop recording, monitor a contact, block a contact, tag data to the next call, or tag data to previous calls that are triggered by the Interaction Capture Control API or various applications such as AIM, Business Rules, or Work Assist do not impact post-call audio captured interactions.