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Support Article

Reusing the open login dialog results in second long poll



In the CTI Login UI, the log in dialog remains open. Reusing the same login dialog results in a second long poll.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to CTI using only the extension that is not logged in to Genesys Desktop. The UI displays the Unknown status.
  2. Use the same login dialog to re-login.

Root Cause

The fiddler results were incorrect due to the fiddler version used.


  1. Upgrade the fiddler to the current version.
  2. Use either of the following options to Re-save the section rules:

    Option 1:

    Save As the pyLongPollOuter section.

    Option 2:

    a. Utilize the Pega built-in Revalidate and Save tool  (DesignerStudio > System > Release > Upgrade > Validate > Revalidate and Save) 

    This method does not require a Save As on the pyLongPollOuter section. Therefore, the user need not migrate any custom ruleset or code.

    b. To access the ruleset where the section rule exists, add the below role to the user's access group.

    Role: PegaRules:CoreDeveloper

    c. After the Role is added, logout and re-login. Launch the Revalidate and Save

    d. Select the following:

    Ruleset Name: Pega-CTI
    Ruleset Version: 07-13-<latest patch version for pyLongPollOuter) (user's ruleset version:  07-13-61).

    Add a memo that will display in the Rule History

    e. Click the List and select the pyLongPollouter rule.
    f. Click Run.

Published August 19, 2019 - Updated October 8, 2020

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