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Support Article

CTI phone control doesn't work in Chrome browser



The CTI Phone control does not function in Chrome browser.

Error Messages

Not Applicable

Steps to Reproduce

If a user logs in to the application using Chrome, the CTI connection does not work and the CTI Phone control is not enabled.

Root Cause

In Pega 7.1.7 with PegaCall 7.1.3, depending on the version of Chrome (starting with version 42), applets are actually disabled. The setting you would need to enable is: chrome://flags/#enable-npapi This works until the version 45. In version 45 Chrome disables applet support entirely.

Starting in Aug 2015 / Chrome Version 45+ disabled NPAPI applet support entirely, which disables the applet on which CTI relies.


As of Pega 7.1.8 with PegaCall, a new architecture for delivering events to the client browser is introduced via Longpoll Event Delivery.  These versions of PegaCall support current versions of Chrome.

Published February 22, 2016 - Updated October 8, 2020

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