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Support Article

Incorrect behaviour of timer on Interaction Header



The timer is not reset to start from 00:00 sec in the Phone Call interactions following the first interaction made by a Customer Service Representative (CSR).
Sometimes the timer blinks in between the current interaction and previous interaction time.

Error Messages

Not Applicable.

Steps to Reproduce

1. Click on Phone-Call Interaction, and start the first interaction.
2. End the first interaction.
3. Click on Phone-Call Interaction again, and start the second Interaction. The timer does not start from 00:00 s.

Root Cause

The root cause of this problem is a defect in custom application code or rules.
The JavaScript (JS) function setInterval was called for displaying the timer. The associated JS file CPMCallTimer ensured the span element was regenerated every second in the rendered HTML modified by the user. The code snippet given below is the final call to setInterval.

this._timer = setInterval(cti.util.bind(this.handleTimer,this),refreshRate);


Include the code snippet given below, which is based on the latest out-of-the-box file, in CPMCTICallTimer JS file.
  this._lStartTime = lStartTime;
  if ((this._lStartTime == -1) || (isNaN(this._lStartTime))){
     this._lStartTime = new Date().getTime();
  this._lEndTime = -1;
  this._sTimerContainerDivName = sTimerContainerDivName; 
  this._oTimerContainerDiv = pega.util.Dom.get(sTimerContainerDivName);
  this._oThresholds = oThresholds;
  if (typeof oActionHandler != "undefined") 
    this._oActionHandler = oActionHandler;
    this._oActionHandler = new DefaultTimerActionHandler();
DefaultTimerActionHandler.prototype.setId = function(sId) {
            this._sTimerId = sId;

Published January 8, 2016 - Updated December 2, 2021

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