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Support Article

Incoming call party name displays as Unknown

KCP-168

Summary

After accepting an incoming call, the call party name displays as Unknown. 

 

Error Messages

Not Applicable

 

Steps to Reproduce

  1. Place a call to Customer Service Representative (CSR)
  2. Accept the incoming call
  3. Verify the call party name

 

Root Cause

A defect in Pegasystems’ code or rules.

 

Resolution

Apply HFix-63706.

 

Suggest Edit

Published December 2, 2021

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