Support Article
Cannot start CTI Link Engine, status displayed as stopped
SA-36563
Summary
Installed PegaCall 7.1.3.4, 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.
Resolution
Import the apache log4j.jar 1.2.12:
Download link:
http://archive.apache.org/dist/logging/log4j/1.2.12/
https://mvnrepository.com/artifact/log4j/log4j/1.2.12
Published June 1, 2017 - Updated October 8, 2020
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