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Support Article

Cannot start CTI Link Engine, status displayed as stopped



Installed PegaCall, followed steps provided in the PegaCall installation and Upgrade guides document for Genesys.

Not able to start the CTI link engine. On clicking start it opens a window with java script content.

On clicking the Test Connectivity button in configuration window, it shows status as Good and message as "The Operation completed successfully, but returned no content". The expected harness is not displaying.

Error Messages

On clicking start it opens a window with java script content.

Steps to Reproduce

Click Actions tab and try to start the engine or try to run test connection for the ctilink engine.

Root Cause

Pegacall has added additional sdk debug on the ctilink engine rule forms.

The Genesys jars require log4j jar to be present regardless if the debug is enabled or disabled.

Due to the dependency of the jar if it does not exist the engine will not start.


Import the apache log4j.jar 1.2.12:

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Published June 1, 2017 - Updated October 8, 2020

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