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Support Article

CTI Call does not auto answer in Pega CSHC

SA-38021

Summary



When using Pega Customer Service for Healthcare (CSHC) framework and configuring the Call Treatment rule to auto answer calls, the Computer Telephony Integration (CTI) calls are not answered automatically.



Error Messages

Not Applicable



Steps to Reproduce

Accept incoming call pop-up to create an Interaction in a new tab.


Root Cause



Bug in the Pega CS HC framework layer. The StartInteraction activity in the PegaCPMHC:07-21-01 does not set values to invoke the auto answer upon interaction creation.



Resolution

Install the HFixes in the following sequence:
  1. HFix-32188
  2. HFix-33548
  3. HFix-34109
  4. HFix-34108
Suggest Edit

Published August 16, 2017 - Updated December 2, 2021

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