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Known Limitations

The following is a list of known limitations that the Twilio team is currently solving.

Known Limitations

Missing Task Queue in Dialpad
The Task Queue field in the Flex Dialpad may appear empty when your Task Queues have not been used for 30 days or more. Reset the expiration on your Task Queues by routing an inbound task to the Task Queue. Each outbound task and any transfers will reset the expiration time to 30 days.

No Support for TaskRouter's post_work_activity_sid
A post_work_activity_sid is not supported during an assignment callback for an Outbound call. The agent will not transition to this Activity Sid.

Dual channel recording requires recordingStatusCallback to be set
The recordingStatusCallback attribute must be set in the Conference instruction attributes when enabling dual channel recording. See this support article for more information.

Status Callbacks for outbound calls are not available
The options to set endpoints for status callbacks for ConferenceOptions, conferenceStatusCallback, and statusCallback conference options are not available for outbound calls.

Answering Machine Detection (AMD) is not available for outbound calls
It is not possible to enable AMD on outbound calls.

Bring Your Own Carrier (BYOC) is not supported
It is not possible to set or configure the BYOC for outbound calls.

Flex vs Legacy Dialpad

Flex now has a native dialpad in the Flex UI, but your team may have implemented its own dialpad plugin or used Twilio's pre-release dialpad feature. If so, there may be feature gaps between your legacy version of the dialpad (a plugin or the pre-release feature) and the native feature. Before migrating to the native dialpad, consider your contact center's need to support agent-to-agent calling or transfers to phone numbers that are external to your contact center, like so:

Native vs Legacy Dialpad Flow Chart

If you do not require agent-to-agent direct calls or external transfers, you can enable the Flex Dialpad. If you have previously enabled the Legacy Dialpad, then please migrate from the Legacy Dialpad.

To avoid service interruptions and to avoid confusing agents, make sure to enable the native Flex Dialpad before disabling the legacy version.

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