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Support Article

Agent status does not change after logging in to softphone

SA-65769

Summary



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.


Resolution



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).

 
Suggest Edit

Published October 5, 2018 - Updated December 2, 2021

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