Known Issues - CxEngage

CXV1-8566

CXV1-12123

CXV1-12560

Steps to reproduce

1. add an existing cxengage platform user to a new tenant from config-ui.
2. accept the invitation from the users email account.
3. authenticate the user by entering username and password.
4. observe the active tenant the user has logged in to.

Expected Result

1. As per requirements, the active tenant must be the new tenant for which they have got invitation.

Actual Result

1. The active tenant is the first tenant they have added to cxengage platform.

CXV1-12543

There is an issue while logging in to cxEngage front-end components when logging in from a non-corporate network.

CXV1-12529

The popup window is stuck with loading spinner and getting 403 when trying to login with temporary popup link.

CXV1-12384

Steps to reproduce

1. Set a default tenant for a user.
2. provide login credentials in Desktop/Toolbar2.0/Toolbar1.0 and navigate to *tenant-select *page.

Expected Result

1. Default tenant must have been pre-selected for the user as per the requirement.

Actual Result

1. Default tenants are not preselected for the Agent.

CXV1-12353

Steps to reproduce

1. Accept a Messaging interaction with a script in its flow and be the only agent ready for work offers
2. Transfer the interaction to a queue
3. Accept work offer once it comes back.
4. End the Script

Expected Result

1. That the interaction would remain after closing the script.

Actual Result

1. Ending the Script ends the interaction with the customer.

CXV1-12724

Steps to reproduce

1. create a new list object in config-ui by making a POST request to the following route:
   *https://qe-api.cxengagelabs.net/v1/tenants/tenantId/lists*

1. use the below josn blob as body in the request:
   {
   "listTypeId": "1eced251-575b-11e6-b3a9-cf548af89e0d",
   "name": "Reason Codes",
   "items": [
   { "reasonName": "reason1", "reasonCode": 1000, "description": "Indicates reason1" }

   ,

   {"reasonName":"reason1", "reasonCode":2000, "description": "Indicates reason2" }

   ],
   "active":"true"
   }

2. Each tenant has a default List with the name 'Reason Codes'.

Expected Result

1. user is able to create another list object with an existing list name (default list name).
   {
   "error":

   Unknown macro: { "message"}

   }

Actual Result

1. users are able to create another list object with an existing list name (default list).
2. response with a 200 status code.

CXV1-12944

Steps to reproduce

1. conferencing a wrong 3rd party IVR number
2. OR
3. timeout before 3rd party reached

Expected Result

1. flow throw ivr-conference-dial-failed
2. catch the signal
3. flow terminate

Actual Result

1. flow terminate
2. does not throw a ivr-conference-dial-failed signal

CXV1-12939

Steps to reproduce

1. turn ON the record option in 3rd party IVR

Expected Result

1. record only the customer side part of the conversation

Actual Result

1. recording both of the customer and the agent conversation.

CXV1-12932

Steps to reproduce

1. Log in as an agent on Agent Desktop.
2. Log in as the same agent in a second tab/window.
3. Check the reporting data on a report or in the database.

Expected Result

1. Presence reports the offline reason code id as the id for Session Expired
2. The reason for going offline contains the Session Expired reason code id in the database.
3. The offline state is reported in reporting.

Actual Result

1. Presence gives the reason code id as null.
2. The reason for going offline is null in reason code id column in the database.
3. As a result of the above, the offline state is not reported.
    

CXV1-12241

Steps to reproduce

1. Call into the queue.
2. Have a work offer pop in progress for the agent when we hit the dequeue-timeout event
3. Let the work offer expire instead of answering it
4. After being transferred to the second queue, have the customer abandon the queue

Expected Result

1. The second queue should now have a queue abandon attached to it.

Actual Result

1. The original queue has a queue abandon attached to it.
    

CXV1-12699

Steps to reproduce

1. Edit a Realtime dashboard
2. Add a widget
3. Select statistic and go to pick an option from the dropdown

Expected Result

1. Clear concise stat names

Actual Result

1. Some stats don't have translations, so they get the raw value name on our back end, like "add-participant-handed-off-count"
    

CXV1-12060

Steps to reproduce

1. Log in as an agent on AD and find a contact with a phone number on the CRM
2. Click to SMS the contact
3. Ponder over what exhilarating things you have to chat about before composing and sending a message

Expected Result

1. The time used composing a message counts as part of the interaction

Actual Result

1. The time used composing a message does not count as part of the interaction.
    

CXV1-12361

Steps to reproduce

1. start an outbound email using the new interaction window
2. click to email
3. name does not update when assigning.

Expected Result

1. name would update like when receiving an inbound email

Actual Result

1. name does not update like when receiving an inbound email
    

CXV1-12363

Steps to reproduce

1. View a Messaging Transcript between a customer and multiple agents

Expected Result

1. You can see which agent made which responses

Actual Result

1. Each response is accompanied by a generic "Agent" identifier.
    

CXV1-12592

Steps to reproduce

1. Sign into salesforce lightning
2. Receive an interaction that has multiple records associated to it
3. Try to Assign the interaction to the tab.

Expected Result

1. The assign button would not be visible here
2. Only on a record that could be assigned.

Actual Result

1. The assign button is visible and should not be.
    

CXV1-12592

Steps to reproduce

1. Sign into Skylight or Skylight Desktop and use a flow that has a long script.
2. when looking at the script scroll down a bunch and switch tabs then come back to the script tab.

Expected Result

1. that the script would stay in the place we left it.

Actual Result

1. the script will be at the top again, and the agent will have to go back to where they left off.
    

CXV1-12307

Steps to reproduce

1. Set up an Flow with multiple SMS notations with more than one phone number hardcoded. 
   Dial into the flow 
   The SMS will only be sent to the first hardcoded number in the list of notations. 
   Should send an SMS to each number.
    

CXV1-11871

Client is attempting to set a Business hours Exception but encounters the attached error. 
1. access the business hours 
2. create a new business hours 
3. Attempt to add exception for the same day (for client we test after 8 pm time.
 

CXV1-10352

This bug was reported by Calabrio while integrating with our platform.

Upon performing a warm transfer, the consultation period of Agent1 speaking to Agent2, while the customer is on hold, is not captured as part of the recording.
 

CXV1-8989

1. User has to have logged in at least once before permission changes to permissions can be made. 
2. When making changes to a Role, the user cannot be logged in or the save will not work.

Customer has indicated that the users should not have to log into the Toolbar in order to make changes to the user permissions.
 

CXV1-9702

CXV1-9702

CXV1-11666

Steps to reproduce

1. Open new interaction and set agent to away.
2. Try to send an outbound sms

Expected Result

1. The agent should be able to send an outbound sms while in a state other than "Ready"

Actual Result

1. The user is unable to create an outbound sms while agent is anything other than "Ready"
    

CXV1-9392

CXV1-12872

Steps to reproduce

1. Navigate to a Realtime Dashboard that isn't the Overview
2. Reload the page

Expected Result

1. The current dashboard is loaded

Actual Result

1. The Overview Dashboard loads instead of the previously selected one.
    

CXV1-12661

CXV1-12564

CXV1-12156

Steps to reproduce

1. Sign into Config ui and create a transfer list / set it to active for warm and cold transfers.
2. Dont add it to any agents.
3. Sign into Skylight desktop and check the transfer list you created after receiving an interaction.

Expected Result

1. That the agent would not be able to see the transfer list when it has not been added to that agent.

Actual Result

1. The agent can see the transfer list when it has not been added to that agent