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Support Article

Error when displaying the Screen pop



Unable to change states with an error being displayed to the screen on Pega Call 7.1.3 ML 4.

Error Messages

Session: GENESYS_Celgene_CTI-ACD is not currently in ACTIVE role

Steps to Reproduce

Login to Pega CTI, after a period of time an error pops up.

Root Cause

It was discovered that PEERING is enabled for local CTI LINK, but it is only applicable for REMOTE CTI LINK setups. The logs show:

2017-06-14 11:27:13,435 [TI-PeerMonitorThread] (CTI.core.SessionManager) INFO Java|CTILinkRequest|Services|CheckPeerStatus|AF00157AEA108CED71144D332B678AA90 - Changing role for Link: CHANNELSERVICES-ADMIN-CTILINK-LOCAL-GENESYS C_CTISession: GENESYS_C_CTI-ACD From: ACTIVE To: WARM-STANDBY

2017-06-14 11:27:14,102 [fault (self-tuning)'] (CTI.core.SessionManager) ERROR | <server> CASysAdmin - Session is not active for setAgentNotReady request Sid [GENESYS_C_CTI-ACD] DN [3067] - Session: GENESYS_C_CTI-ACD is not currently in ACTIVE role.


Disable peering for local ctilink to resolve the issue. This is only applicable for Remote CTI link setups.

Suggest Edit

Published September 26, 2017 - Updated October 8, 2020

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