Support Article
User not getting screenpop for CTI CISCO IVR call - post upgrade
SA-39217
Summary
User is not getting the interaction screen with the customer verification questions loading. This happens sporadically.
Error Messages
Not Applicable
Steps to Reproduce
This issue is sporadic in nature.
Root Cause
User has to be idle in order for the behavior to occur. Upon an idle session, place a call and the interaction does not load.
Behavior appears to be related to a setting in the call treatment rule for the timeout disposition being set to 0.
This means the startinteraction call is made with out any checks to ensure the PRPC server is prepared for it.
Increased value from 0 to 5 and behavior has gone away. Logs confirm the canstart is executed and returns True.
Resolution
Increase the timeout disposition value to 5 which will ensure Canstart processes to make sure the server or requestor is available and ready to process the request.
Published August 3, 2017 - Updated December 2, 2021
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