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Support Article

After call status  not being updated on CTI toolbar

SA-38257

Summary



User is having CISCO CTI environment which they are using for Pega CALL setup.

It has been found that when an active call is reconnected to a fail over server during fail over scenario, and after continuation with the same call if it is hung up, the Agent status in Pega CTI toolbar does not get updated to After Call Work (ACW).

For every other call which has not traversed through a fail over scenario, when hung up , updates the Agent status =from "Unavailable" to ACW.

Error Messages

Not Applicable


Steps to Reproduce



1. Install the pre-requisites PegaCALL installation and a CISCO CTI environment.
2. Place a queued call.
3. During the call fail over the CTI connection from the Primary to the fail over CISCO CTI server.
4. Continue with the active call for sometime after the connection is successfully restored to the fail over.
5. Hang up the call.
6. Check the Agent Status in the Pega CTI toolbar.


Root Cause



This is a CISCO CTI behavior.

After reconnection to a fail over server,when the active call is hung up, the status becomes "Not-Ready" on CISCO end.
This same status event gets reflected to the Pega CTI toolbar and Pega continues to show as "Unavailable" agent status.

However, for any new call before or post fail over shows "wrap-up" status after the call is ended on the CISCO end.

This translates to "After Call Work" status on Pega CTI.

Thus the calls which traverse through fail over transition never get the "wrap-up" status from the CISCO.

Resolution



As this is CISCO specific behavior only those transitioned call face this issue.

User must manually change the status to ACW in such situation.

Published June 29, 2017 - Updated October 8, 2020

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