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Support Article

Dial-pad pop-up on the phone tool bar does not close



Launch CPM CSR Portal. After staring a phone call interaction, the phone toolbar shows up. On this toolbar, user clicks on the icon to bring up the dial pad dialog. This dial pad dialog do not gets closed, when we click anywhere on the screen. Only if we click on the right hand side of the icon in the phone tool bar, it gets closed.

Error Messages

No error messages.

Steps to Reproduce

a) Log-in to CPM portal as CASysAdmin/install. 
b) Launch CPM CSR Portal. 
c) From the operator menu, start a phone call interaction. This will show the phone toolbar. 
d) Click on the icon shown before  'CALL' field. The dial pad dialog is shown:

e) This dial pad dialog gets closed only if we click on the empty space on the right side of icon that launched this dialog. If we click any where else on the screen or the left portion of the toolbar, it does not get closed.

Root Cause

There is no event handler specified on the div that shows the dial pop-up. In CPM/PegaCALL 7.1.3, a 'Close' button is provided on this pop-up.


For current version of product, following Local-change need to be configured.

1.    “Save As” the rules CPMPegaCallPhoneKeyPad and pega_cti_callEventHandler .js to application RuleSet.
2.    Add a button to CPMPegaCallPhoneKeyPad section:

3.    Under 'Actions' tab, create a click event and select action as run script. Provide the function name as closePhoneKeyPad:

4.    Open pega_cti_callEventHandler .js file and add below code to it before line “pega.cti.callEventHandler = function() {“ :

function closePhoneKeyPad() {    
    var div = document.getElementById('PhoneKeyPadDiv');

Published January 31, 2016 - Updated December 2, 2021

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