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Support Article

CPM Timer does not display properly



In user's CPM application, they have a custom skin which is copied from out-of-the-box(OOTB) CPM skin in 6.2 version.

After upgrade, user is not able to view the below items in IE 8, IE 11 browser, but
, user is able to view the same in Chrome and IE 8 (incompatibility mode).
  • 'X' icons on the Intent tabs
  • Home icon on right side CPM interaction small tab
  • 'X' icons on the Interaction small tab.

Error Messages

No CPM related Icons displayed.

Steps to Reproduce

Run in IE 11, IE8, Chrome and IE 8 in compatibility mode.

Root Cause

The root cause of this problem is a defect in customer application code/rules.
  • The custom skin is not compatible with HTML5.
  • Inlcude HTML5 document type not checked in application rule form.
  • Custom javascript CPMCTICallTimer. 


This issue is resolved through the following local-change: 

1. Refractor the custom skin as per OOTB CPM skin.
2. Checkbox HTML 5 document type in the application rule.
3. OOTB CPMCTICallTimer JS file logic need to be refactored into custom rule.

Published July 2, 2015 - Updated December 2, 2021

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