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Support Article

PegaCall ICM Call RouterCallKey data not provided on clipboard



The complete call data, such as RouterCallKey, from the ICM is not mapped onto the Pega clipboard by the CallDelivered Event.

Below is a sample ICM router call key
04:49:27:404 Trace: RouterCallKey=152086 1032 CampaignID=-1 QueryRuleID=-1

Error Messages

Not Applicable

Steps to Reproduce

Push a call from ICM to Pega. The ICM "RouterCallKey" is not mapped to a property in PegaCall.

Root Cause

This issue was determined to be a product enhancement request, which is natively available in Pega Call and later.


Pega Call (which requires Pega Platform 7.1.8+) and onward natively support RouterCallKey. In 7.1.3 for Pega Platform 7.1.7 this enhancement has been back-ported and is available in patch HFix-35815.

Published August 26, 2017 - Updated October 8, 2020

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