Support Article
PegaCALL Screen pop-up appearing behind CSR Portal
SA-1458
Summary
When receiving a PegaCALL inbound call the screen pop sometimes appears behind the Customer Service Representative (CSR) Portal and not on top. This is happening for some users and for other users the screen pop always displays on top of the CSR Portal.
Error Messages
n/a
Steps to Reproduce
Initiate inbound cal
Root Cause
The issue stops happening when the CTIOS application is not simultaneously running.
Resolution
The explanation for this behavior is as follows: Inbound call window and CTIOS are both responding to the inbound call and establishing browser input focus, so whichever gets the input focus second will be the one on top. Since CTIOS is not needed, the inbound call window always appears on top correctly if CTIOS is merely not running.
Published January 31, 2016 - Updated October 8, 2020
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