Skip to main content

This content has been archived and is no longer being updated. Links may not function; however, this content may be relevant to outdated versions of the product.

Support Article

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



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'.


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.


Published January 31, 2019 - Updated December 2, 2021

Was this useful?

0% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us