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Support Article

Agents are unable to answer call

SA-52496

Summary



Third-party Callback Manager holds a user's position in the phone queue and connects the call. Agents are unable to answer the call when the Callback Manager attempts the connection. A latency of around 10k ms occurs. With the last execution, the Summary common to all latency displays the UpdateClipboard step for the Phone UI.


Error Messages



Unable to read updated Call Interaction for ID!xxxx


Steps to Reproduce



Unknown


Root Cause



The error occurs because the Call ID objects are not purged from the Pega table through the purgecallobjects agent. The values for the agent must be customized to ensure that the old data is purged.
The out-of-the-box report has pagination enabled, hence adjustments must be made when more than 50 or more objects are cleared per execution.



Resolution

  1. Apply HFix-39442.
  2. Enable the purgecallobjects agent. 

 

Published February 22, 2019 - Updated December 2, 2021

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