The following are the product caveats which differ to the traditional Clarity offering:
Due to federation limitations, any feature which will update the S4B client with a custom presence state will not function as usual. This will affect the following areas:
a. Customized status for Reason Codes will not be available in the Skype client for the federation version of Clarity Connect – custom status will still be tracked on the Connect side.
b. Custom Available presence state will not be possible
c. Custom presence state for RONA status will not be possible
Proxy direct call will not be available. This means sessions for outbound calls will not be captured for reporting purposes and supervisors will not be able to silent whisper or have barge in capabilities for these sessions.
Agent rescue functionality is not available as it would require Connect to modify agent presence
Received calls from contacts will be shown as SIP addresses, not display names.