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Support Article

Screen pop does not close even when the agent misses the call

SA-52770

Summary



Agent receives a call with a screen pop. When the agent does not accept the call, the screen pop continues to display. The agent can still click 'Accept' even when the call is routed to another agent.


Error Messages



Call not found


Steps to Reproduce

  1. Log in with CASysAdmin access group operator.
  2. Log in to the Phone system. Agent does not accept the received call.


Root Cause



The Timeout Disposition value was not set to 'Close the window if not answered'.


Resolution



Perform the following local-change:

Set the Timeout Disposition, in the CTILINK engine rule form, to equal the same value as the timeout value that the switch uses for the voice log.

 

Tags:

Case Management

Published January 31, 2019 - Updated December 2, 2021

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