Limitations for Twilio Flex

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.

Real-time audio not captured

Sometimes, the application gateway redirects a request to an unhealthy Recorder Adapter Proxy Service (RAPS) server. As a result, the Verint Recorder cannot capture real-time calls.

Cause: The default value for the interval health check setting on the Azure Application Gateway is 30 seconds. So, if a RAPS changes its status from healthy to unhealthy before the 30-second threshold, the application gateway assumes that the RAPS is still healthy.

Workaround: To minimize this issue, reduce the interval health check value. Contact Verint Support for guidance. You can set up post-call audio capture to have a backup copy of calls.

N+N is not supported

Redundancy is provided by a single pool of shared recorders. There are no redundant pairs, nor main and standby recorders. So, only one recorder records calls at a time.

Gaps in an interaction

You notice that sometimes the end of an interaction is missing.

Cause: A real-time audio interaction is captured up until the time that the active IP Recorder is running. When the IP Recorder stops running, due to a failure or it was put in maintenance mode, any audio from that time forward is not captured. As such, there might be gaps in an interaction.

Workaround: None.

Tip: Perform system maintenance during non-peak hours.

Agent is recorded during hold

You play back a call that was captured in real time, and hear the agent’s voice while the call was on hold.

Cause: During a hold, the customer no longer hears the agent's voice, but Verint continues to record the agent. Twilio Flex does not send a CTI event for the hold. So, the Twilio Event Stream adapter cannot identify when a call is on hold and continues recording.

Workaround: None. But do notify your agents that during hold, they are recorded.

Unanswered call recorded

The following limitation applies when internal call and conference call recording is enabled in Twilio Flex.

Issue: When a configured agent calls another agent or external number, and nobody answers the call, Twilio Flex records the call anyway. The recording solution captures these calls.

Workaround: Set X to delete calls less than n minutes.

Routed call DNIS is incorrect

The following limitation applies when internal call and conference call recording is enabled in Twilio Flex.

When a configured agent (Agent 1) dials a specific agent (Agent 2), but the contact center routes the call to a different agent (Agent 3), the call is recorded as usual, but in the CTI event metadata, the Dialed Number Identification Service (DNIS) is for the dialed agent (Agent 2). There is a chance that when a supervisor plays back the interaction in Verint, they will be confused because the audio is between agent 1 and agent 3 but the DNIS shows the number for Agent 2.

Cause: The DNIS in the CTI event shows the number of the dialed agent, not the number of the agent that took the call. Workaround: None

Audio and screen stitching

Audio and screen interactions are recorded separately and cannot be stitched during connection issues with the RIS Notification API. However, this does not impact configurations for audio-only recordings.

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.