Hello,
We are experiencing an issue with softphone recording start/stop events when using the Agent Desktop JavaScript APIs.
** Issue Description
When triggering the recording start and stop events via the API, the request returns a successful response, but there is no visible or functional change in the softphone state.
Recording does not appear to actually start or stop, and the Agent Desktop UI does not reflect any change.
** Observed Behavior
API calls return success
Softphone status does not change
No UI indication that recording has started or stopped
Issue occurs consistently
**Test Details
-Environment: Sandbox
-Softphone type: Embedded Agent Desktop
-Tested versions:
5.20 ~ 5.34
Result: Same issue reproduced across all tested versions
Expected Behavior
When the recording start/stop event is invoked via the API:
Softphone state should change accordingly
Recording status should be reflected in the Agent Desktop UI
Related Documentation
Embedded Agent Desktop JS API
New Widget Client-Side JS API
Question
Is this a known issue or limitation?
Has anyone experienced similar behavior?
Are there any workarounds or fixes planned for this issue?
Any feedback or shared experience would be greatly appreciated.
Thank you.
