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Product

Mar 13, 2019

Find resources and support for Pega Call, which provides robust CTI support, including adaptive screen pops, desktop telephony controls, and enhanced call-out facilities.

Article

Aug 1, 2018

Pega Call™ provides robust Computer Telephony Integration (CTI) support including adaptive screen pops, desktop telephony controls, and enhanced call-out facilities. By leveraging the business rules engine architecture service cases and dialogs can be reused across channels — from the IVR (…

Article

Jun 12, 2018

In the Pega Call application, the OpenCTI implementation tries to establish a Bidirectional-streams Over Synchronous HTTP (BOSH) connection with the Computer Telephony Integration (CTI) server. BOSH is a transport protocol that emulates a bidirectional stream between two entities, such as a client…

Support Article

Mar 1, 2017

Summary AES is showing many alerts for various RULE-SERVICE-JAVA CTILINKEVENT JTAPI services (Pega0011) Error Messages Pega0011 showing up in the Pegarules Alert log and AES Steps to Reproduce Not Applicable Root Cause The service package is sized fine based on the lack of unable to borrow…

Support Article

Mar 1, 2017

Summary While a user is attempting to install PegaCALL 7.21.1, an error appears on screen and in the logs during the file upload. This is preventing the installation. Error Messages 2017-02-22 08:44:05,390 [ default task-17] [ ] [ ] [ ] ( web.impl.WebStandardImpl ) ERROR - your_IP: Problem…

Support Article

Mar 1, 2017

Summary When the Agent accidentally closes the browser in the middle of live call interaction, Warm or Blind transfer with interaction sub menu is not available upon re-login. The user has CTI 7.1.3.4.882 and has upgraded from PRPC 6.3 to 7.1.8 version. ​ Error Messages Not Applicable Steps to…

Support Article

Feb 27, 2017

Summary After installing PegaCALL 7.21, existing or newly created CTI Links are not showing in the list Pega Call: Administration and Configuration. Error Messages Not Applicable Steps to Reproduce Upgrade to PegaCALL 7.21. CTI links not seen on the administration page. Root Cause The CTIService…

Support Article

Feb 22, 2017

Summary An agent is kicked off from CTI login when another agent logs in with same credentials. Error Messages Not Applicable Steps to Reproduce 1. CSR1 logs in with etxension1. There is an active call in progress or no call in progress. 3. Another CSR logs in with same extension. 4. CSR1 is…

Support Article

Feb 21, 2017

Summary The user has consistently seen these Errors in Production (HTTP Error Communication failure). Once this Issue is noticed, the user will see a Grey Phone Icon. Irrespective of the number of times the users tried to log-in, the Phone Icon consistently stays greyed. However the user is…

Support Article

Feb 19, 2017

Summary Phone Icon being greyed out every time there is an Exception in the backend. Error Messages Failed to find call: 11600 pega.InvalidCallException: Failed to find call: 11600 Steps to Reproduce CSR get connected to a Customer Call. PegaCALL shows the right status. Customer hangs up the call.…