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Support Article

Unable to get login screen from Telephony toolbar

SA-19150

Summary



User has recently upgraded to PegaCALL 7.1.3.3 on CPM 7.13 using Pega7.1.8 version.

On click on "Phone" option from the operator navigation menu on the interaction portal displays a telephony toolbar. On click on telephone icon user is getting nullPointerException on screen instead of a modal dialog with agent login screen.

 

Error Messages



2016-01-12 16:58:46,559 [ WebContainer : 27] [OpenPortal] [ ] [ PegaCPMFS:07.13] ( internal.mgmt.Executable) ERROR CPMFSSysAdmin - Exception
java.lang.NullPointerException
at com.pegarules.generated.activity.ra_action_performpreprocessing_f9262bb49406977ef02af1d08f66d1f8.step1_circum0(ra_action_performpreprocessing_f9262bb49406977ef02af1d08f66d1f8.java:175)
at com.pegarules.generated.activity.ra_action_performpreprocessing_f9262bb49406977ef02af1d08f66d1f8.perform(ra_action_performpreprocessing_f9262bb49406977ef02af1d08f66d1f8.java:69)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3500)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10521)
at com.pegarules.generated.activity.ra_action_processaction_02b5cbe2afbb365c9522cd3126b41b


Steps to Reproduce

  1. Launch the Telephony toolbar.
  2. Click on call icon of telephone bar.


Root Cause



The NullPointerException was due to the missing page or context as the user was launching the toolbar on the CPM portal using a callEventHandler JS, which is deprecated on PegaCALL 7.1.3.3 versions.

Resolution



Perform the following local-change: 
  1. Use OOTB approach to launch the telephony toolbar from the preferences menu. 
  2. Click on Operator Name > Preferences > Channels (Phone) > Enable phone tools upon login.
  3. Select the checkbox and save preferences to launch telephony toolbar which works fine.
Suggest Edit

Published February 9, 2016 - Updated October 8, 2020

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