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Support Article

Pega Call screen pops are not working

SA-11660

Summary



You notice that screen pops are not working in Pega Call 7.1.3 on Pega 7.1.7

Error Messages



ScreenPop: Error Connecting to <IP>:<URL>.ConnectException:Connection refused: connect

DispatchThread-0|Java|CTILinkEvent|Jtapi|ConnectionAlerting|<HEX> <Username>- ScreenPop: Error Connecting to <IP>:<URL>.ConnectException:Connection refused: connect

Steps to Reproduce



1. Configure Avaya 
2. Login in phone tool bar
3. Dial the customer care number


Root Cause



The root cause of this problem is a defect in Pegasystems’ code/rules. The version of the screen pop installer in Pega Customer Service v7.13 has certificates that have expired.

Resolution



This issue is resolved in new release a new version of the screen pop installer was supplied. PegaCALL_7131_media_image\ResourceKit

Published July 6, 2015 - Updated December 2, 2021

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