Issue
Error IsMuted undefined error is one of the symptoms of this situation. Another issue is in Flex 2.0 a phone icon appearing however leads to a blank page.
Customers have reported issues with custom plugins not functioning correctly in Twilio Flex when the legacy dialpad feature is enabled. This problem is often accompanied by error messages such as "Cannot read properties of undefined (reading 'isMuted')" and issues related to an "undefined@4.0.0" plugin.
Product
Flex
Environment
- Affected Twilio Flex Versions: 1.34 and above
- UI Version for Resolution: 1.21.x
Cause
The legacy dialpad feature in Twilio Flex can interfere with custom plugins, causing them to malfunction. This issue typically arises when a worker takes a call, and the environment is set to a version where the legacy dialpad is enabled.
Resolution
- Adjust UI Version:
- Set your UI Version to 1.21.x.
- Navigate to Features > Pilot.
- Disable Legacy Dialpad:
- Locate the option to disable the legacy dialpad.
- Disable the legacy dialpad feature.
- Revert UI Version:
- After disabling the legacy dialpad, revert the UI version back to 2.11 or your desired version.
- Verify Resolution:
- Test the custom plugins to ensure they are functioning correctly without the legacy dialpad interference.
Disabling the legacy dialpad in Twilio Flex resolves the plugin interference issue. Customers are advised to adjust their UI version settings as outlined above to prevent similar issues in the future.