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Limitations and known issues
The following table shows the known open issues and features we'll tackle in the near future. Some of them are rather cosmetic, but some are show-stoppers when it comes to production use.
Please let us know, if you find bugs or things to improve!
Just open a ticket in the main project.
The platform should optionally send out mails for some events:
- for newly created agents (login, SIP credentials)
- when agents are mentioned in call-remarks
- for chat-messages, ...
Currently customers support multiple phone-numbers, but it's not possible to edit these or merge two records into one.
Admins should be able to lock agents temporarily, or even remove them completely.
The svg-files in the statistics tab can be accessed w/o having a login-session.
The mp3-voice recordings can be accessed w/o being logged in as agent.
The scales and levels in the statistics tab are currently hard-coded to 100. We want to support customization of the max. values and the warning levels.
For now, new customer entries are created only when calls come in. This is obviously very limiting, so we plan to support the creation up-front and editing independently of the call cycles.
The chat is currently a pure team-chat, so messages go to every agent. Personal or group-messages could be handy.
The landing page just shows the basic login form. We can use that for some promotional content or corporate branding.
- Show count of online-agents in agent table
- Filter/sort agent table by skill/lang/online/...
- Form validation for customer email/crmuser_id
If customers call in with an anonymous number, they will be collected in one single customer record with the number "anonymous". We have to find a good solution for that.
See the corresponding note under "Voice-Custom"
We want to scope call scheduling to users with the agent-role only, so admins don't have to set their availability to "busy" to block incoming calls.
We need a mechanism to limit the current call count and also some sound samples in case we reach that limit.
It would be nice to support more than one SIP trunk and add routing rules based on the outbound number. Also, a blacklist for call targets would help.
We do support voice mailbox recordings for customers, that couldn't be connected in time. For training and supervision, there should be an option to record calls in the background.
The mp3-files end up in a file system directory for now. Storing them in the mongoDB will allow for easier scaling/backup and distribution.
See the corresponding note in the "Voice-Rails" paragraph.
After mailbox recordings or failed calls we should at least say goodbye to the caller.
It's not obvious how one can replace the included sound samples with the own ones. Also a guideline how to produce these is necessary.
We need some reporting and aggregation on a daily/weekly base. This could be produced as xlsx-files and optionally be mailed out.
The RRD graphs and gage-values are not yet translated. Also, UTC is the only supported time zone for now.
Sending out the reports as email would be handy.
When an agent opens a second browser tab, the SSE connection starts to flap. We need a good strategy for that.
The specs that come with the sub-repos are still very basic or not even there. This obviously hinders people to actively collaborate, so we will add a decent spec coverage.
Most of the (currently) available specs are full-stack tests in the VS project. There are burn-in tests and browser-based ones. Still, lots of parts are not yet covered, so we need to improve that.
The ruby based services are controlled by runit, so they will come up again after crashes, but they won't be restarted in cases of deadlocks or high resource consumption. We'll add a solution that leverages the JVM/jmx capabilities.
We want to add the option to disable outbound calling completely.
Some of the Chef parameters can not be updated without manual interaction (e.g. mySQL passwords). We can improve this here and there.
The source is currently not documented, so adding some Yard-docs will probably help.
We lack lots of stuff in the Wiki, FAQ and so on.