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Support Article

Heartbeat timeout issue in CISCO CTI logs

SA-24854

Summary




With the following configuration details:
  • Pega 7.1.8.
  • CPM - 7.1.3
  • PegaCall - 7.1.37.695 - running CTI Link engine (Windows Service) with Pega-CTI : 07.13


User is not able to change status, even login problem few times. The issue apart from the status not getting updated in front end, is that CTI gets crashed.
But this is resolved after restarting the CTI servers. The expected behavior is user should be logged in CTI, any change performed in CTI should get reflected.
 

Error Messages



Message in logs - Device : XXXXXXX has exceeded heartbeat timeout.


Steps to Reproduce

  1. Log into application.
  2. Log into CTI.
  3. Make Agent available.
  4. Change status.


Root Cause



A defect or configuration issue in the operating environment, it working as documented.

Resolution



PegaCALL has preconfigured behaviours upon heartbeat timeout. The below has been documented:

 

Suggest Edit

Published July 2, 2016 - Updated October 8, 2020

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