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Support Article

Agent status does not change after logging in to softphone



In Pega Call, agent status does not change after logging in to the softphone.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to the Customer Service for Insurance application.
  2. Enable the CTI Link.
  3. Log in to the softphone.

Root Cause

The Pega Call snapshot messages were not published to the application because the SendtoDesktop activity was not functional.


Perform the following local-change to remove the activity from the Virtual table cache:

Delete the cached version of SendtoDesktop activity through the Virtual Rule Table Cache Management module in System Management Application (SMA).


Published October 5, 2018 - Updated December 2, 2021

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