Support Article

PegaCall cannot connect to Genesys CTI Link server

SA-39231

Summary



PegaCall on this server can not make connection to Genesys CTI Link server when testing connection from PegaCall utilities with Pega Call 7.1.


Error Messages



Failed to open the session. Connection to primary T server failed. The backup T Server parameters are not set, Unable to connect to backup Tserver


Steps to Reproduce



Attempt to start a CTI Link session.


Root Cause



Genesys had a backup T server setup, but not defined in PRPC. It is aware of that and attempts to connect.

The Genesys SDK attempts to connect to failover T-server event though failover T-server is not enabled in PegaCall.

By opening the firewall to let Linux connect to the server:port for the failover T-server, user was able to start the Genesys instance.

Since ScreenPop.dll is listens to the events from PegaCall on specific ports, user also had to open firewall to allow Linux connection to the desktop.

After that, PegaCall was able to send the event to CTI Toolbar that login to the switch was successful and Toolbar changed accordingly.



Resolution



Perform the following local-change steps:
  1. Make Firewall changes to allow primary and backup T-server connections.
  2. Open ports for the screenpop OCX control > Linux server access.

Published June 9, 2017 - Updated August 7, 2017

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