Known Issues
- Conference call between more than three parties is not supported, as it can cause instability issues when conferencing in an off-PBX extension as a fourth party.
- If the caller/party phone number is not available over the Avaya Application Enablement Server, the application will not add it to the participant list.
Workaround: Avaya CM and Avaya AES needs to be set to eliminate trunk identifiers and forward numbers whenever they are available.
Steps to take: Add the VDN number on which the call is routed to the agents to the GeoCCILib.properties VDN section, so the Avaya AES will gather information about the caller and will be able to deliver the proper number. Screen pop section is not available in Salesforce.com Softphone Layout section, no behavior can be set for Desktop Connect.
Workaround: This is a Salesforce.com issue as the Screen Pop behavior is available from CTI Adapter version 2.0 or higher and the same settings apply to Open CTI built softphone. In order to overcome this issue a call center definition file containing CTI Adaptor properties needs to be uploaded. This means that the first section of the Call Center definition XML file needs to contain the following required field reqVersion e.g.
<item sortOrder="4" name="reqVersion" label="Version">2.0</item>
Create an XML file with the following entries and upload to Salesforce.com Call Center section:
<callCenter>
<section sortOrder="0" name="reqGeneralInfo" label="General Info">
<item sortOrder="0" name="reqInternalName" label="Internal Name">geoCallCenter03</item>
<item sortOrder="1" name="reqDisplayName" label="Display Name">Geomant Call Center</item>
<item sortOrder="2" name="reqDescription" label="Description">Geomant CTI Connector</item>
<item sortOrder="3" name="reqProgId" label="CTI Connector ProgId">GeoCTIAdapter.GeoCTIAdapter.1</item>
<item sortOrder="4" name="reqVersion" label="Version">2.0</item>
</section>
</callCenter>