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Support Article

Genesys connection generates error

SA-66721

Summary



After setting up the CTI connection to Genesys and successfully verifying it in the wizard, the system generates an error when setting the 'Telephony Experience'.
Starting the wizard displays a popup with the message,
Cannot read property 'login' of null.


Error Messages



Cannot read property 'login' of null"

[ttp-bio-8080-exec-10] [TABTHREAD5] [ ] [ SAPlus:01.01.01] (vices_Wizard_CTI_Config.Action) ERROR aaa.bbb.ccc.ddd.eee|ff.ggg.hhh.i SASysAdmin.SAPlus - Error in Obj-Open-By-Handle
com.pega.pegarules.pub.database.BadClassDefinitionException: Class GenesysCTI does not exist
at com.pega.pegarules.data.internal.access.Opener.open(Opener.java:2274) ~[prprivate.jar:?]
at com.pega.pegarules.data.internal.access.DatabaseImpl.open(DatabaseImpl.java:2662) ~[prprivate.jar:?]
at com.pega.pegarules.pub.runtime.AbstractActivity.objOpenByHandle(AbstractActivity.java:121) ~[prpublic.jar:?]
at com.pegarules.generated.activity.ra_action_testingconnectivity_94008d536ecb3e2181a7e6008cdd35a5.step1_circum0(ra_action_testingconnectivity_94008d536ecb3e2181a7e6008cdd35a5.java:260) ~[?:?]
at com.pegarules.generated.activity.ra_action_testingconnectivity_94008d536ecb3e2181a7e6008cdd35a5.perform(ra_action_testingconnectivity_94008d536ecb3e2181a7e6008cdd35a5.java:74) ~[?:?]
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3597) ~[prprivate.jar:?]
at com.pegarules.generated.activity.ra_action_pzrunactionwrapper_056ec03796d8a13802f156886066036d.step1_circum0(ra_action_pzrunactionwrapper_056ec03796d8a13802f156886066036d.java:319) ~[?:?]
at com.pegarules.generated.activity.ra_action_pzrunactionwrapper_056ec03796d8a13802f156886066036d.perform(ra_action_pzrunactionwrapper_056ec03796d8a13802f156886066036d.java:70) ~[?:?]
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3597) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.mgmt.base.ThreadRunner.runActivitiesAlt(ThreadRunner.java:646) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.runActivitiesAlt(PRThreadImpl.java:481) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.runActivities(HttpAPI.java:3414) ~[prprivate.jar:?]
at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequestInner(EngineAPI.java:399) ~[prenginext.jar:?]
at sun.reflect.GeneratedMethodAccessor73.invoke(Unknown Source) ~[?:?]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) ~[?:1.8.0_144]
at java.lang.reflect.Method.invoke(Method.java:498) ~[?:1.8.0_144]
at com.pega.pegarules.session.internal.PRSessionProviderImpl.performTargetActionWithLock(PRSessionProviderImpl.java:1338) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked(PRSessionProviderImpl.java:1075) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.PRSessionProviderImpl.doWithRequestorLocked(PRSessionProviderImpl.java:930) ~[prprivate.jar:?]
at com.pega.pegarules.session.external.engineinterface.service.EngineAPI.processRequest(EngineAPI.java:336) ~[prenginext.jar:?]
at com.pega.pegarules.session.internal.engineinterface.service.HttpAPI.invoke(HttpAPI.java:854) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl._invokeEngine_privact(EngineImpl.java:331) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl.invokeEngine(EngineImpl.java:274) ~[prprivate.jar:?]
at com.pega.pegarules.session.internal.engineinterface.etier.impl.EngineImpl.invokeEngine(EngineImpl.java:251) ~[prprivate.jar:?]
at com.pega.pegarules.priv.context.JNDIEnvironment.invokeEngineInner(JNDIEnvironment.java:278) ~[prpublic.jar:?]
at com.pega.pegarules.priv.context.JNDIEnvironment.invokeEngine(JNDIEnvironment.java:223) ~[prpublic.jar:?]
at com.pega.pegarules.web.impl.WebStandardImpl.makeEtierRequest(WebStandardImpl.java:678) ~[prwebj2ee.jar:?]
at com.pega.pegarules.web.impl.WebStandardImpl.doPost(WebStandardImpl.java:394) ~[prwebj2ee.jar:?]
at sun.reflect.GeneratedMethodAccessor72.invoke(Unknown Source) ~[?:?]
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) ~[?:1.8.0_144]
at java.lang.reflect.Method.invoke(Method.java:498) ~[?:1.8.0_144]
at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethod(PRBootstrap.java:370) ~[prbootstrap-7.3.1-218.jar:7.3.1-218]
at com.pega.pegarules.internal.bootstrap.PRBootstrap.invokeMethodPropagatingThrowable(PRBootstrap.java:411) ~[prbootstrap-7.3.1-218.jar:7.3.1-218]
at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethodPropagatingThrowable(AppServerBridgeToPega.java:224) ~[prbootstrap-api-7.3.1-218.jar:7.3.1-218]
at com.pega.pegarules.boot.internal.extbridge.AppServerBridgeToPega.invokeMethod(AppServerBridgeToPega.java:273) ~[prbootstrap-api-7.3.1-218.jar:7.3.1-218]
at com.pega.pegarules.internal.web.servlet.WebStandardBoot.doPost(WebStandardBoot.java:129) ~[prbootstrap-api-7.3.1-218.jar:7.3.1-218]
at javax.servlet.http.HttpServlet.service(HttpServlet.java:650) ~[servlet-api.jar:?]
at javax.servlet.http.HttpServlet.service(HttpServlet.java:731) ~[servlet-api.jar:?]
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:303) ~[catalina.jar:7.0.63]
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208) ~[catalina.jar:7.0.63]
at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52) ~[tomcat7-websocket.jar:7.0.63]
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:241) ~[catalina.jar:7.0.63]
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:208) ~[catalina.jar:7.0.63]
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:220) ~[catalina.jar:7.0.63]
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:122) ~[catalina.jar:7.0.63]



Steps to Reproduce



Run the PegaCALL wizard to setup the telephony.


Root Cause



A defect in Pegasystems’ code or rules.


Resolution

Apply HFix-44668.

The installation order is the following if the system contains both PegaCALL 7.3.1 and Pega Customer Service 7.3.1:

PegaCS 7.3.1 HFixes:
  • HFix-39775
  • HFix-40499 (Not cumulative, however, required to install PegaCALL HFixes using HFix Manager)
PegaCALL 7.3.1 HFixes
  • HFix-40042
  • HFix-44668
  1. Use HFix Manager to install HFix-40499
  2. Use HFix Manager to install HFix-39775
  3. Restart all the servers
  4. Use the standard Import Utility to upload HFIX-40042.jar. Navigate to Designer Studio > Application > Distribution > Import
  5. Restart all the servers
  6. Use HFix Manager to install HFix-44668

The installation order is the following if the system runs PegaCALL 7.3.1 without PegaCS 7.3.1:

PegaCALL 7.3.1 HFixes

  • HFix-40042
  • HFix-44668
  1. Use the standard Import Utility to upload the HFix-40042.jar file. Navigate to Designer Studio > Application > Distribution > Import
  2. Restart all the servers
  3. Use the standard Import Utility to upload the HFix-44668.jar file



 
Suggest Edit

Published August 19, 2019 - Updated December 2, 2021

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