Support Article
Unable to log in to IVR Softphone after PEGA 7.3.1 Upgrade
SA-56928
Summary
Unable to log in to the IVR Softphone post upgrade to Pega 7.3.1.
Error Messages
Not Applicable
Steps to Reproduce
- Log in to the application with system administrator or install credentials to check the IVR connectivity.
- Launch the portal.
- Click the Phone icon.
- Enter the extension and agent details in the popup window.
- 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.
Resolution
Apply HFix-40042.
Tags:
Published August 24, 2018 - Updated December 2, 2021
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