Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

Call data does not attach to Casepop



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. 


Apply HFix-23960.
Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

Did you find this content helpful? Yes No

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us