Known issues and limitations

A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in our system, the external system, or both. Whenever possible, we provide a workaround.

Expected behavior for conferences

The contact attribute “number_of_conferences” for Amazon Connect calls is always zero 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 of calls to external parties includes ringing

When initiating calls to external parties, Amazon Connect does not provide events to indicate when the external party has answered or disconnected. As a result, captured call audio begins when the agent starts dialing, which includes the ringing period before the external party answers.

Symptoms:

  • If the external party answers, the captured audio includes both the ringing and the conversation.

  • If the external party does not answer, the captured audio still includes the ringing, even though no conversation occurred.

Cause: Only the custom events CONNECTING and ENDED that are in the contact flow are available. Amazon Connect does not offer more granular call state events to refine call capture behavior.

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 are 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

Recorded audio and screens may not be exactly in sync, by a margin of less than two seconds.

Conference calls

For a conference call in which a customer calls Agent 1, who then conferences in Agent 2, the Contacts table shows 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 the first call ends before the 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 capturing, stop capturing, 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.