Support Article
PegaCALL: Auto answer failure - No Casepop
SA-16707
Summary
Phone control fails to auto answer a call (when the auto answer call feature is enabled in call treatment rules), during certain situations, with the following error.
Error Messages
2015-10-27 11:13:30,516 [ACD-DispatchThread-1] [ STANDARD] [ ] [ xxxxxxxxx] ( internal.mgmt.Executable) ERROR DispatchThread.run() |C
TI-GENESYS_GenesysQA-ACD-DispatchThread-1|Java|CTILinkEvent|GenesysVSDK|Ringing|A7BB2DC04E90ACCF3B7173886D42D8B74 - Exception
com.pega.pegarules.pub.clipboard.InvalidParameterException: Class not defined in dictionary: ChannelServices-Session-CTILink. Details: Invalid value for aClassName pas
sed to .createPage
at com.pega.pegarules.session.internal.mgmt.base.ThreadPageDir.validateClass(ThreadPageDir.java:958)
at com.pega.pegarules.session.internal.mgmt.base.AbstractPageDirectory.createPage(AbstractPageDirectory.java:557)
at com.pega.pegarules.session.internal.mgmt.base.ThreadPageDir.createPage(ThreadPageDir.java:370)
at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.createPage(PRThreadImpl.java:467)
at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.createPage(PRThreadImpl.java:459)
at com.pegarules.generated.activity.ra_action_createsession_940c52b9ac1b702b85f969e16ea78040.step3_circum0(ra_action_createsession_940c52b9ac1b702b85f969e16ea78
040.java:396)
at com.pegarules.generated.activity.ra_action_createsession_940c52b9ac1b702b85f969e16ea78040.perform(ra_action_createsession_940c52b9ac1b702b85f969e16ea78040.ja
va:118)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3375)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10450)
at com.pegarules.generated.activity.ra_action_autoanswer_00ada39115080d8a30a25051ca5344e4.step2_circum0(ra_action_autoanswer_00ada39115080d8a30a25051ca5344e4.ja
va:301)
at com.pegarules.generated.activity.ra_action_autoanswer_00ada39115080d8a30a25051ca5344e4.perform(ra_action_autoanswer_00ada39115080d8a30a25051ca5344e4.java:92)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3375)
at com.pegarules.generated.call.ra_action_offering_f7e860220d4c8d1d87b4930451ab076b.perform(ra_action_offering_f7e860220d4c8d1d87b4930451ab076b.java:81)
at com.pega.pegarules.session.internal.mgmt.Executable.doAction(Executable.java:3180)
at com.pegarules.generated.activity.ra_action_pyapplytreatment_065a8e3ceefb6ee34c7fbecd21d308d5.step2_circum0(ra_action_pyapplytreatment_065a8e3ceefb6ee34c7fbec
d21d308d5.java:232)
at com.pegarules.generated.activity.ra_action_pyapplytreatment_065a8e3ceefb6ee34c7fbecd21d308d5.perform(ra_action_pyapplytreatment_065a8e3ceefb6ee34c7fbecd21d30
8d5.java:89)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3375)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10450)
at com.pegarules.generated.activity.ra_action_processcallevent_91638c6acb997cc4c7294bac8b38c99e.step14_circum0(ra_action_processcallevent_91638c6acb997cc4c7294b
ac8b38c99e.java:1015)
at com.pegarules.generated.activity.ra_action_processcallevent_91638c6acb997cc4c7294bac8b38c99e.perform(ra_action_processcallevent_91638c6acb997cc4c7294bac8b38c
99e.java:291)
Steps to Reproduce
1. Log in to Phone control
2. Send a call in
3. Notice the ringing event happens. Call is not auto-answered
4. Check the logs to find the error
Root Cause
Create session fails to open a blank param.InsHandle. When the call ID"s get recycled, step-9 is skipped to set the pyLinkInsHandle value due to call ID's recycling. This is causing that value to be blank so createsession fails and ends up affecting auto answer.
Resolution
Published January 31, 2016 - Updated December 2, 2021
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