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Support Article

CTI Call decline does not work properly



In Pega 7.1.8, When a user declines a call in CTI, the call popup goes away but CTI still holds the call instead of disconnecting it.

Error Messages

Not applicable.

Steps to Reproduce

1) Log in to CTI.
2) Get a call.
3) Decline the call by pressing Decline button.

Root Cause

Expected behavior:

The ringing  is actually the behavior when OTB code is used, since it does not do much more than close window or show page.

The decline button means to decline the pop, not the call. 


The decline button means to decline the pop, not the call.  

So if any modification is required to be done with the call, the user must customize the process to handle the call or voice leg properly based on the business requirements. 


Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

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