Support Article
CTI Call does not auto answer in Pega CSHC
SA-38021
Summary
When using Pega Customer Service for Healthcare (CSHC) framework and configuring the Call Treatment rule to auto answer calls, the Computer Telephony Integration (CTI) calls are not answered automatically.
Error Messages
Not Applicable
Steps to Reproduce
Accept incoming call pop-up to create an Interaction in a new tab.
Root Cause
Bug in the Pega CS HC framework layer. The StartInteraction activity in the PegaCPMHC:07-21-01 does not set values to invoke the auto answer upon interaction creation.
Resolution
Install the HFixes in the following sequence:
- HFix-32188
- HFix-33548
- HFix-34109
- HFix-34108
Published August 16, 2017 - Updated December 2, 2021
Have a question? Get answers now.
Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.