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Troubleshooting: PegaCALL drops call and does not deliver call information

PegaCALL for PegaRULES drops calls and does not deliver call data when invalid characters are passed as call data. HFix-5522 corrects this problem.

Accordingly, you need to map converted characters in ValueGroup index names and ValueGroup values. Additionally, the hotfix requires extra installation steps depending on the location of the PRPC 6.2 SP1 prchannelservices.jar file, which changed over time with later product releases.

Error

Here is one example of the type of error that you might see in the Pega log:

com.pega.pegarules.pub.clipboard.InvalidReferenceException: The reference XXXXXX>0 is not valid. Reason: invalid property name: 'xxxxxxx>0 & SPANISH>0'

Explanation

Invalid characters in index names and data values cause the problem.

First, PegaCALL passes call data as part of a ValueGroup. PRPC restricts the index names of a ValueGroup to letters and numerals. Errors appear in the logs if you use special characters that are invalid such as the greater than symbol (>), the question mark (?), the period (.), the ampersand (&), and similar characters. The following example from a Computer-Telepony Integration (CTI) log shows incoming data with an invalid special character as part of the subscript:

<rowdata REPEATINGINDEX="xxxxxxxxxxxxxxxxxxxx>0">1</rowdata>

Second, errors occur when the actual value of the data, the ValueGroup value (not the indexes), uses XML reserved characters. XML reserved characters interfere with parsing. The following example from a CTI log shows a greater than symbol (>), which is an XML reserved character.

<rowdata REPEATINGINDEX="RTargetObjectSelected">?xxxxxxxx>0</rowdata>

Suggested approach

HFix-5522 for CPM 6.2 SP1 addresses the problem of invalid characters in PegaCALL data as follows:

  • In call data index names, invalid special characters are replaced by underscore characters (_).
  • Call data index names that start with non-alphabetic characters have an x prefix inserted. For example, 1stName is converted to x1stName.
  • Call data values that contain invalid special characters are passed by without being replaced.

To correct the problem, follow these steps:

  1. Submit a Support Request to obtain HFix-5522 for CPM 6.2 SP1.
  2. Install this hotfix, following the instructions in the HFix-5522_ReadMe.txt file.
  3. If your application passes index values as part of the PegaCALL data, check for converted index names.
    If the PegaCALL data contains a key containing an invalid special character (for example, a period [.]), look for a corresponding underscore (_) in the same character position.
  4. IMPORTANT: Check the location of the prchannelservices.jar file for your CPM application.
    HFix-5522 directs the prchannelservices.jar file into the CodeSet PegaFW-ChannelServices 06-02-10.
    If you have an older version of this .jar file, the file might be located in the Customer CodeSet 06-02-01.
    1. If this is the case, manually delete the prchannelservices.jar file located in the Customer CodeSet by using a direct SQL command appropriate for the database application that is used by the PegaRULES Database.
    2. Run the SQL command to deleted all rows in the database table pr_engineclasses, where pzJar<span style="line-height: 1.53em; font-size: 11pt;"> = 'prchannelservices.jar'and </span>pzcodeset = 'customer'.
  5. IMPORTANT Check the system.out log file, specifically, the section titled PegaRULES Bootstrap configuration to find the location of the bootstrap.properties file and the values of the key attributes specified in this file.
    The bootstrap.properties file specifies CodeSets and CodeSet Versions are used by the CPM deployment.
    Refer to the Customer Process Manager 6.2 SP1 Installation Guide, page 11, "Update prbootsrap.properties."
    1. Edit the bootstrap.properties file to specify the CodeSet PegaFW-ChannelServices 06-02-10.
    2. Redeploy the .ear or .war file.

Published April 27, 2015 — Updated October 2, 2015

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