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Support Article

Unable to locate Call error on disconnecting an outbound call

SA-48988

Summary



The error 'Unable to locate Call Interaction with ID' appears in the logs on disconnecting an outbound call.


Error Messages



[ttp-nio-8080-exec-28] [STANDARD] [] [XYZ:01.02.01] (rvices_Interaction_Call.Action) ERROR |A.B.C.D. CollectionsManager - Unable to locate Call Interaction with ID 1231
java.lang.Throwable
at com.pegarules.generated.activity.ra_action_pygetinteractioninternal_33108d96a540e2a09897cccccbf60534.step4_circum0(ra_action_pygetinteractioninternal_33108d96a540e2a09897cccccbf60534.java:518)
at com.pegarules.generated.activity.ra_action_pygetinteractioninternal_33108d96a540e2a09897cccccbf60534.perform(ra_action_pygetinteractioninternal_33108d96a540e2a09897cccccbf60534.java:144)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3553)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10711)
at com.pegarules.generated.activity.ra_action_getinteraction_501a944a4dbc9ea3927c5fa93ac84fec.step1_0_circum0(ra_action_getinteraction_501a944a4dbc9ea3927c5fa93ac84fec.java:190)
at com.pegarules.generated.activity.ra_action_getinteraction_501a944a4dbc9ea3927c5fa93ac84fec.perform(ra_action_getinteraction_501a944a4dbc9ea3927c5fa93ac84fec.java:76)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3553)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10711)
at com.pegarules.generated.activity.ra_action_pygetcallinteraction_97ce0efce58d6e04b5b55a80a067134a.step3_circum0(ra_action_pygetcallinteraction_97ce0efce58d6e04b5b55a80a067134a.java:379)
at com.pegarules.generated.activity.ra_action_pygetcallinteraction_97ce0efce58d6e04b5b55a80a067134a.perform(ra_action_pygetcallinteraction_97ce0efce58d6e04b5b55a80a067134a.java:113)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3553)
at com.pega.pegarules.exec.internal.declare.infengine.pages.DeclarativePageDirectoryImpl.runRule(DeclarativePageDirectoryImpl.java:1053)
at com.pega.pegarules.exec.internal.declare.infengine.pages.DeclarativePageDirectoryImpl.runLoadActivity(DeclarativePageDirectoryImpl.java:446)
at com.pega.pegarules.session.internal.mgmt.base.handler.ReadOnlyDataPageHandler.loadDataPage(ReadOnlyDataPageHandler.java:241)
at com.pega.pegarules.session.internal.mgmt.base.handler.ReadOnlyDataPageHandler.findDataPage(ReadOnlyDataPageHandler.java:405)
at com.pega.pegarules.session.internal.mgmt.base.AbstractPageDirectory.findDataPageInCurrentDir(AbstractPageDirectory.java:939)
at com.pega.pegarules.session.internal.mgmt.base.AbstractPageDirectory.getDirectPage(AbstractPageDirectory.java:723)
at com.pega.pegarules.session.internal.mgmt.base.ThreadPageDir.getDirectPage(ThreadPageDir.java:471)
at com.pega.pegarules.session.internal.mgmt.base.ThreadPageDir.getPage(ThreadPageDir.java:429)
at com.pega.pegarules.session.internal.mgmt.PRThreadImpl.getPage(PRThreadImpl.java:543)
at com.pega.pegarules.session.internal.mgmt.Executable.findPage(Executable.java:2124)
at com.pega.pegarules.session.internal.mgmt.Executable.findDataPage(Executable.java:10920)
at com.pegarules.generated.activity.ra_action_disconnected_024f7dd0f6eac6495e06323c1af35f9a.perform(ra_action_disconnected_024f7dd0f6eac6495e06323c1af35f9a.java:110)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3553)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10711)
at com.pegarules.generated.activity.ra_action_handlelineupdate_cafe097a00a0ab77e735a3dfec5601c8.step7_circum0(ra_action_handlelineupdate_cafe097a00a0ab77e735a3dfec5601c8.java:679)
at com.pegarules.generated.activity.ra_action_handlelineupdate_cafe097a00a0ab77e735a3dfec5601c8.perform(ra_action_handlelineupdate_cafe097a00a0ab77e735a3dfec5601c8.java:173)
at com.pega.pegarules.session.internal.mgmt.Executable.doActivity(Executable.java:3553)
at com.pega.pegarules.session.internal.mgmt.Executable.invokeActivity(Executable.java:10711)
at com.pegarules.generated.activity.ra_action_updateclipboard_6b2d9bbcedf627f77c8f909cee6ab28c.step3_circum0(ra_action_updateclipboard_6b2d9bbcedf627f77c8f909cee6ab28c.java:385)
at com.pegarules.generated.activity.ra_action_updateclipboard_6b2d9bbcedf627f77c8f909cee6ab28c.perform(ra_action_updateclipboard_6b2d9bbcedf627f77c8f909cee6ab28c.java:119


Steps to Reproduce

  1. Log in to the application as a Collections user.
  2. Log in to the Pega soft phone.
  3. Make an outbound phone call.
  4. Disconnect the call and verify the logs.


Root Cause



This behavior is as per Pega product design.

When an outbound call was made, the object was not saved in the database. A database entry was not found when a datapage using the ID was built.



Resolution

Perform either of the below local-changes:
  • Change the logging level to DEBUG in the GetInteractionInternal activity.
  • Apply HFix-39442.

Suggest Edit

Published December 19, 2017 - Updated December 2, 2021

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