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Support Article

CTIPoneIcon control clocks after first phone call

SA-21078

Summary



The CTIPoneIcon control becomes invisible from second call when used in CPMInteraction portal. Interaction Header refreshes and re-registers to CTI again for every interaction tabs, but fails.


Error Messages



not applicable

Steps to Reproduce



1. IVR call comes and a interaction case openned up.
2. When the and IVR call comes in for the second call , the CTI Phone Icon becomes invisible and Interaction header getting refreshed, which inturn tries to connect to CTI again, but fails as we already have the connencion.

Root Cause



The CPMFS framework had included  a refresh condition for the CPMinteractionPortalHeader section. This condition does not exist in the OTB CPM rule. I confirm with CPMFS product owner if the condition could be removed.  This condition is no longer present in future release of CPMFS 

Resolution



Remove the refresh condition from the CPMInteractionPortalHeader in the CPMFS layer. 

Published March 23, 2016 - Updated October 8, 2020

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