Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

CTI creates multiple interactions on pop



Sometimes when a call is accepted multiple Interaction tabs with multiple interaction ids get created.

Error Messages

Not Applicable

Steps to Reproduce

  1. Place a call and get a screen pop.
  2. Either open an interaction by clicking accept on the pop, or set the call treatment to auto-accept

Root Cause

An issue in the custom application code or rules.  In PRPC 6 a custom version of the out of the box activity CTIAcceptCall was created.  It was moved forward unchanged to Pega 7 release.  It is now incompatible with the current architecture.  In particular, the custom version of CTIAcceptCall is calling CPMInvokeInteractionStartActivity.


Perform the following local-change: Revert back to the out of the box version of CTIAcceptCall.  If any customizations still need to be made, make sure they are compatible with the current architecture.

Published March 23, 2016 - Updated October 8, 2020

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us