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Support Article

CTIPhone page gets updated incorrectly after call conference



The user drops lines in a conference (say in Line 1), until there is a only one line in Line 1, the CTIPhone.pyLines page does not get updated with remaining line or party, the number(pyOtherDN).

Error Messages

Not Applicable.

Steps to Reproduce

1) Log in to CTI, have a call where line 1 is occupied. And observe the clipboard CTIPhone > pyLines > pyLines(1) 
- Observe on clipboard, property pyOtherDN with 1231 (extension from which CSR has received the call) 

2) Initiate a conference with other agent and complete the conference. And observe the clipboard CTIPhone > pyLines > pyLines(1) 
- Observe on clipboard, property pyOtherDN with 1241 (extension from which conference is initiated) 

3) Drop a call. (Now there is only one call on Line 1). User has dropped the other CSR (extension: 1241) 

4) Now again check on the clipboard. Go to CTIPhone > pyLines > pyLines(1) page, pyOtherDN should get updated with the remaining DN (extension 1231, extension from which CSR has received the call). 

But in this case pyOtherDN is not updated.

Root Cause

A defect in Pegasystems’ code or rules  When CSR is in call with the user, user extension number will be shown in the pyOtherDN. But when CSR places a user call with other CSR and drops the CSR 2 from the conference call pyOtherDN property became null instead of having the user extension.


Apply HFix-27722.


Suggest Edit

Published June 17, 2016 - Updated December 2, 2021

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