Joe Jose

More details can be checked in Support Ticket: 2501300040008869

Issue Statement:

====================

Users have enabled a new session feature that reloads screens that were open when the browser closes. However, there is an issue with how the session feature handles newly created records.

Steps to Reproduce:

1. Open a contact record.
2. Create a new interaction (custom entity) and save the record.
3. Create a new case record and save the record.
4. Work on the case (make updates).
5. Refresh the browser (using Edge).

Observed Behavior: When the session reopens, it reloads the contact record and creates tabs for the interaction and case. Instead of reopening the case and interaction that were just created and saved, it opens them in a new state. As a result, the user sees two blank records, giving the impression that their work has been lost.

Expected Behavior: If the same steps are followed but existing Interaction and Case records are opened and then refreshed, the correct records are displayed after the refresh.

=================================================================

Steps that followed in Vanilla Environment:

=================================================================

 1. Opened an existing case record and created a new email. Added details in the email description and saved the email.

2. After refreshing, I noticed that a case tab opened along with the email record, but the content I saved was missing. It prompted me to create a new email.

3. From the timeline, I was able to open the email record and see the details I had saved in the email description.

Expected result: After browser refresh, we should be able to see the existing case tab and email record with the details that are saved

When an external call is in progress, the first agent, while transferring the DTMF to the consultee or the second agent, is not hearing the dialpad tone. We have identified this as a known limitation. We are requesting to add this feature in future deployments, as customers are looking for this functionality.