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Support Article

Intermittently CTI ScreenPop disappears for an inbound call

SA-2246


Summary

Intermittently CTI ScreenPop was not appearing while placing an inbound call via CISCO ACD system in PRPC 6.3 SP2. The Softphone UI was showing a blinking red button on line 1 representing the alerting event however the ScreenPop window was not displayed. Inbound call times-out and gets re-routed back to ACD server. PegaCALL client was a Java Applet running on Windows XP, IE 7 and Java 1.5.

Error Messages

Error message in CTI Applet log file: [9 9 2014 10:35:27.919] <ERROR> [SocketHandler.readMessage] The number of bytes on the socket connection was not enough to read the complete message. Bytes Excepted [1517] bytes read [1433]

Steps to Reproduce

Place an inbound call and sometimes the ScreenPop will not render.

Root Cause

The root cause of this problem was due to network latency. 

Resolution

HFix-10003 was provided to address the reported issue. As part of HFix-10003, Applet would be modified to use DataInputStream.readFully() instead of DataInputStream.read(). Using the readFully API makes sure the whole message was read even when the messages were sent in multiple packets or during network latency.

Suggest Edit

Published January 31, 2016 - Updated October 8, 2020

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