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Support Article

Interaction call does not work



Prior upgrade from CPM 6.2 SP1 to CPM 7.1.3, the PegaCALL application works correctly. When a call comes in, an Interaction starts immediately without a screen pop window. After the upgrade, the Interaction does not initiate as expected. 

The PegaCALL Engine Version is 

The CTI Debug log does shows the call data are coming through correctly and there are no errors in CTI logs. However, in PegaRULES.log it shows an error stack trace when the system is attempting to look up a PegaCALL treatment instance. 

Error Messages

2015-07-02 09:34:49,943 [ACD-DispatchThread-0] [ STANDARD] [ MyCoCA:07.13] ( internal.mgmt.Executable) ERROR |CTI-JTAPI_CTILinkUATStream4-ACD-DispatchThread-0|Java|CTILinkEvent|Jtapi|ConnectionAlerting|AB5B57414A35AAEF977CA0B54E9F814A3 - FirstUseAssemblerException The Virtual Table cannot resolve rules of type Rule-Treatment-Call 
From: (AB5B57414A35AAEF977CA0B54E9F814A3:CTILinkEvent) 
at com.pega.pegarules.generation.internal.vtable.VirtualTableImpl.checkIsRuleResolvable( 
at com.pega.pegarules.session.internal.mgmt.Executable.doAction( 
at com.pegarules.generated.activity.ra_action_pyapplytreatment_065a8e3ceefb6ee34c7fbecd21d308d5.step2_circum0(

Steps to Reproduce

1. Log in to the softphone with the extension and AgentID.
2. Put a call through to Avaya for that extension.
3. New ICALL- ( Interaction Call Item) is not created automatically.

Root Cause

The error occurs because the Rule-Treatment-Call class definition has incorrect Rule Assembly value defined. The Primary aspect should be "Action" and the Primary Implementation class should be "com.pega.pegarules.engine.generator.AppRuleAssembler".

The Rule-Treatment-Call class definition has been corrupted in the upgraded system.


Import the Rule-Treatment-Call class definition from a healthy environment.

Published July 31, 2015 - Updated October 8, 2020

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