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Support Article

Call data does not attach to Casepop

SA-15200

Summary



Casepops delivered into CPM from PegaCall 7.1 do not populate call data. The issue cannot be reproduced with a tracer active.


Error Messages

Not Applicable
 

Steps to Reproduce



1. Route call data to PRPC using Genesys system
2. The Pega CTI requester handles the data and writes a record to PegaCA-CTI-Call
3. The call is delivered to the desktop through the Screenpop ActiveX
4. The interaction, start activity starts
5. The step to open the call object in the GetInteraction (step 1) does not succeed. The interaction UI loads without any attached data.


Root Cause



Appears to be a timing issue. The interaction object was written after the screenpop. When auto accept is enabled, this would cause the pop to be sent and accepted before the object was written to the database, so the look up for that interaction would fail. 

Resolution



Apply HFix-23960.
Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

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