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Support Article

Unable to log in to IVR Softphone after PEGA 7.3.1 Upgrade



Unable to log in to the IVR Softphone post upgrade to Pega 7.3.1.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in to the application with system administrator or install credentials to check the IVR connectivity.
  2. Launch the portal.
  3. Click the Phone icon.
  4. Enter the extension and agent details in the popup window.
  5. Click Login. The agent is logged in. However, in the UI, connectivity is not established with the Softphone. The connectivity icon does not display.

Root Cause

A defect in Pegasystems’ code or rules.
Avaya sent the event correctly without errors. However, later, it invoked the ‘CTILinkEvent • Jtapi • AddressSnapshot’ service from PegaRules. This rule invoked a few activities. After processing the XML, this event was sent to the desktop using ‘SendToDesktop’ activity. In this activity, a condition was present which checked if the protocol was HTTP. The @containsIgnoreCase (Local.protocol,"HTTP") When condition was False. The steps are skipped to send the event to desktop.


Apply HFix-40042.

Published August 24, 2018 - Updated December 2, 2021

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