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Support Article

ScreenPop does not close after call is ended



When Ayava times out a call or the caller ends the call before an agent answers it, the ScreenPop does not close. It closes after ~25 seconds even if the connection is disconnected by the caller.

Error Messages

Not Applicable

Steps to Reproduce

  1. Route an incoming call to the agent logged in.
  2. Screen popup displays.
  3. Agent does not pick up the call or Avaya times out the call.

  1. Route an incoming call to the agent logged in.
  2. ScreenPop displays.
  3. Caller disconnects the call.

Root Cause

This behavior is as per Pega product design.

The ScreenPop timeout is specified in the Call Treatment screen.


Here's the explanation for the reported behavior:

The ScreenPop is not state aware by design and closes only when the timeout period has expired.


Published October 6, 2018 - Updated December 2, 2021

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