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Support Article

Pega CTI Link not Available



Administrator has created a CTI Link instance. The Test Connection is successful, however, the instance is not visible in the PegaCALL Utilities landing page and in the PegaCall toolbar drop-down selection list.

Error Messages

Steps to Reproduce

1. Log into CPM system.
2. Create a CTI Link instance.
3. Navigate to PegaCALL Utilities landing page and the newly created CTI Link instance is not visible. 

Root Cause

This is an upgraded CPM 7.1.3 system from CPM 6.2 SP1. After the upgrade, the administrator has also installed the PegaCALL application from 114514_PCALL71 media. This PegaCALL media has been released before CPM 7.1.3 and the CTI codeset version is 07-01-01 and not 07-13-20 as in the CPM 7.1.3 media. This codeset conflict is causing the PYGETALLLINKS activity not able to execute and the error is found in the clipboard.


1.Backup the database.
2.Use the Application -> Distribution -> Import Utility to import prchannelservices.jar taken from CPM 7.1.3 media (114696_CPM713\Install\RuleSetsAndData\CPM_713_Install\pegafw-channelservices\prchannelservices.jar).
3.Restart all the server nodes.

Published July 13, 2015 - Updated October 8, 2020

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