Support Article
Agent State not updating after logging into the softphone
SA-31551
Summary
A PegaCALL 7.1.3.3 application has been upgraded to PegaCALL 7.1.3.4.
After the upgrade, the CTIToolbar is not functional. The green available icon not showing after a Customer Service Representative (CSR) has login to CTI.
Error Messages
No error message is getting displayed upon logging in.
Steps to Reproduce
1. Switch on the CTI Link event.
2. Log into the CPM portal.
3. Log into the softphone. After logging in, the agent state is not getting reflected in the portal. Hence the CSR does not know whether they have logged in or not.
Root Cause
The previous application has been configured with OCX as Present Agent.
The new requirement is to use No-Plugin. The configuration need LongPolling mechanism to be functional.
Since the custom application has customized the PegaCallContainer section by removing the LongPollerWrapper section, the LongPolling will not able to be initialized.
Resolution
Include LongPollWrapper in PegaCallContainer section in PegaCallContainer, if No-Plugin is being used.
Published January 12, 2017 - Updated December 2, 2021
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